Excursão de caiaque e snorkel em Mangel Halto

This review is a duplicate of your previous post regarding the same tour and situation. As previously stated, the tour was not ended early by us. You were not forced to leave. Guests are welcome to remain on the island and continue exploring if they choose. The guide did not remove you or cut the experience short. We have already addressed these claims directly and stand by our response.

Hi Jihan, Thank you for taking the time to provide detailed feedback. We do want to clarify several important points for accuracy. First, regarding the kayaks — all of our kayaks are tandem clear-bottom kayaks. This has been our operating model, and we communicated prior to the tour that we operate doubles. We do not run four separate single clear kayaks for this excursion. If there was confusion at the time of booking, it was not a last-minute change made upon arrival. This experience takes place in open ocean conditions, which is clearly outlined in the tour description. Aruba can have wind and chop depending on the day. For that reason, guests are asked about prior kayaking experience. Basic paddling guidance is always provided before launch, and our team remains present on the water throughout the experience. Ocean tours naturally require a reasonable comfort level in water activities. The offshore wooden platform is a fixed, local marine structure commonly used for brief stops. It is not a luxury dock. Guests are assisted as needed, and at no point was anyone injured. Ocean excursions may require stepping into shallow water — this is standard and part of the environment. Dry bags are available; however, they are shared based on group logistics and requests at the time. If one was not handed to you directly, it does not mean they were not available. Regarding snorkeling equipment, we routinely inspect gear. In saltwater environments, mask straps or fittings can occasionally require adjustment. Our staff is always available to replace or adjust equipment immediately if something is not functioning properly. No participant was left without assistance. We do agree with one point — this is best suited for guests who are comfortable swimmers and open-water participants. It is not a pool-based or luxury-guided experience; it is an active, ocean-based excursion. We stand by the tour as delivered and by the many guests who successfully and safely complete it each week.

Thank you for taking the time to share such detailed feedback. We’re glad to hear that Alex made a positive impact on your experience—he truly is a valued member of our team, and we’ll be sure to pass along your kind words. We’d also like to address the specific concerns you raised: 1. Kayak taking on water Clear-bottom kayaks can take on water in choppier conditions, especially when there is wind or surface swell. While this can be uncomfortable, it is a known limitation of this type of kayak rather than a safety issue. That said, we understand it affected your enjoyment, and we’re sorry for the discomfort it caused. 2. Dry bag and phone damage We are genuinely sorry about the situation with your phone. That is understandably frustrating. While dry bags are provided as a courtesy, they are not intended to be submerged or left sitting in pooled water for extended periods. We regret that this was not a better outcome for you and appreciate you bringing it to our attention. 3. Second snorkel location The second snorkel spot is always weather- and guest-dependent. In this case, you indicated that you did not wish to proceed to the final snorkel location, and given the water conditions, the guide agreed that it was best to remain at the first site. Safety and guest comfort always come first. 4. Fruit and water Drinking water is always available; however, fruit is not included in our listing. You may be confusing this with a different local operator that offers fruit as part of their tour. We strive to be very clear in our program descriptions and regret any misunderstanding. We appreciate your honest feedback and are sorry that aspects of the experience did not meet your expectations. Thank you again for highlighting Alex’s excellent guiding, and we wish you all the best in your future travels.

Thank you for taking the time to share your experience. We’re sorry that the tour didn’t fully meet your expectations, especially with the holiday rush affecting timing that day. We understand that waiting without clear explanation can be frustrating, and we apologize for that. We’d also like to clarify that Richard was being open and friendly in his communication. He has completed this tour before and has been fully trained; he was not finding his way. His calm, low-pressure style is meant to make guests feel comfortable while enjoying the paddle rather than feeling over-guided. It’s also worth noting that the snorkeling portion is truly the highlight of the Mangel Halto tour, and by needing to skip it due to your schedule, your group unfortunately missed what many guests consider the best part of the experience. We appreciate your feedback and hope you still enjoyed parts of the outing and the rest of your time in Aruba.

Thank you for your feedback. We’re sorry to hear about your experience. For clarity, our team along with other guests on the same tour was at the meeting point on time. The tour guide and the other participants waited while we attempted to locate you. We called the number on file but received no answer. A full refund was already issued through Viator for your booking right away on the same day! We also recommend that travelers have a travel pass or phone data available when leaving the resort for excursions, especially if pick-up and drop-off are not included. This helps ensure smooth communication in cases where guests are running late or need assistance finding the meeting point. If you’d like to discuss this further, please reach out through Viator’s messaging system with your booking details.

Thank you for your thoughtful review! We’re glad to hear that once you connected with your guide, the experience was excellent. We understand how the multiple beach signs could be confusing and appreciate your patience at the start. It’s great to know the private, personal nature of the outing was exactly what you were looking for. We’re especially happy you enjoyed the snorkeling, kayaking, and the local culture shared by your guide—that personal connection is something we really value. Thank you for joining us, and we hope to welcome you back again in the future!