I rated it this low due to the fact the boat never left the dock due to issues with the Marina police not allowing boats to leave the harbour. But also because when I requested a partial refund I was only offered 20% refund on a 400 dirham amount which was paid for the cruise for my partner and myself. We only ate the dinner and disembarked from the boat since it was not leaving the dock. We did not stay to watch the show due to this face of not leaving the dock. I think it's fair and just to offer a partial refund and not only 20% as the main reason for the booking for was the cruise and NOT the dinner and a show we did not stay for due to the boat not being able to leave the dock.
Dear Guest, Thank you for sharing your feedback. We sincerely regret that the cruise could not depart as planned. As requested, we accommodated your last-minute request to reschedule your booking, even though the request was made around 6:30 PM. Unfortunately, on the day of your cruise, the Marina Police and relevant government authorities suspended cruise operations due to safety reasons. This decision was completely beyond our control. Although the cruise was unable to sail, all onboard services, including the international buffet dinner and live entertainment, were provided as scheduled. As per our booking terms and conditions, no refund is applicable when cruise operations are suspended due to weather or government/maritime authority restrictions. Despite this, as a gesture of goodwill, we offered a 30% refund, even though your booking was non-refundable. We understand your disappointment and appreciate your perspective, but we also hope you understand that the circumstances were beyond the control of both our company and the cruise operator. Thank you for your understanding, and we hope to have the opportunity to welcome you again under better conditions.
