Florida Keys: Snorkeling and Sandbar

Showed up at designated time and place and they never showed up

SHAMBOLIC. The worst organised tour ever. Arrived at docking point in time for 2pm pick up at Miami Beach Marina - was then informed after contacting the tour operator it had changed to 3:30PM pick up. No attempt to contact me through viator or whats app. Grabbed lunch and boarded - the boat then took the passengers already on the boat back to Bayside Marina (10 mins away). The crew then said they were having a break here and the tour will start at 4:30. We got off waited and by 4:45 we still had not boarded. As we had a flight to catch we had to ditch the whole thing and get a cab back to the hotel without actually seeing any "millionaires row". Messaged the owner about our experience and he couldn't even muster a reply. Not one person we spoke to had a good word to say about him either - says it all.

Warning!! Fraud!! They got our money, however they never showed up. We got no tours and they never responded to messages. Unreliable company. Save your time and money.

We booked a tour for snorkeling. Showed up 45 minutes ahead of time just to be told, that they don’t actually have a tour planned and that weather is not that good anyways. Asked me when did. I book a tour (i booked it 5 days ahead of time, not as it matters) I asked for alternative and they put as in this water taxi tour, which is also operated by them. As a result we instead of 1.5 hours of snorkeling we got a trashy boat ride. Taxi itself is old.

Terrible experience. Stay away from Miami Tours. We booked an expedition with them through Expedia so we didn’t know any better, but the Hop on Hop off tour, along with the boat is their tour. It’s like $35. Go read the reviews if you need proof. Horrible people, customer service, punctuality, and organization.

There was a misunderstanding with the operating hours of the shuttle on the day for which I purchased advanced tickets for 9 people. It was a holiday weekend, so we thought they were operating by the peak season hours. When we arrived to the Marina where we were supposed to board the shuttle, we learned from the travel desk that the shuttle service was already closed for the day. This was our last day in town, so we couldn't use the tickets on another day. The people at the travel desk called Max and handed the phone to me. I told him our situation Max was very polite and said something I have never before heard in customer service for similar situations (though many of us probably feel it should be normal to hear such a thing). He said that if we paid for our tickets we should get our service. So he arranged for us to be picked up then and there for our ride to the South Beach Marina. They arrived in ten minutes. During the ride, both the guide and the captain, Christopher, were very friendly and pleasant company - no one seemed upset or resentful. This, in my opinion, was the best customer service I have ever experienced.

My wife, 2 friends and I made use of the All Day Pass yesterday and found it the undoubtedly best value we have found in Miami. As tourists, (Australia) we found the staff very friendly and knowledgeable about miami beyond the parameters of the service. Full marks to the company. It will be a treasured memory.