We had a horrific and terrifying experience with Bluefinn. After trying to deal with the issue privately, they left us no choice but to share publicly after failing to take our concerns seriously!! Below is our communication to management outlining the situation after our horrific and terrifying experience! Please read to the end!
Dear Blue Finn Charters Team,
I am writing to express my profound disappointment and concern regarding the private yacht experience we had aboard the Kailani on December 31, 2024. The conditions and treatment we encountered during the trip put the safety of everyone on board (including 6 children) in jeopardy and were completely unacceptable. We were three families, a total of 14 passengers, and we all had high expectations for what was meant to be a memorable, relaxing day. Instead, we found ourselves facing a series of distressing and dangerous issues. First and foremost, we were taken out into the Atlantic Ocean under stormy, dangerous conditions within 30 minutes of our departure from shore. Prior to entering the storm, we specifically asked the captain if it was safe to proceed, and we were repeatedly told not to worry. This reassurance was a grave mistake. As soon as we entered the storm, we experienced torrential downpour and massive waves, which rocked the boat to the point where we were all terrified that the yacht might capsize. The children were all crying and absolutely scared to death. The weather was severe, with high waves and rough seas, which caused several passengers, including myself, to feel terrified and unwell. One passenger became severely sick, and the overall atmosphere on the boat was one of anxiety and distress. Two of the children were on the top deck and it wasn't until we insisted they stop the boat and bring them down that they finally did. While we understand that some weather conditions can be unpredictable, the decision to proceed with the voyage despite these factors was deeply concerning.
To make matters worse, the GPS system on the yacht malfunctioned, leaving us stranded in the middle of the open sea without any visible land for almost two hours. This situation was further exacerbated by the lack of communication from the captain and crew. We were told repeatedly that land was nearby, yet it was not visible, and at one point, the captain and assistant admitted that they were unsure of our exact location. I am also including a map of our journey, tracked via Life360, which clearly shows that we were traveling in circles in the open sea including the timeline. We were supposed to head toward Little Curacao, but as the map illustrates, we were far off course, and the captain had no clear sense of our location or direction. It was alarming to see that we were essentially drifting without any clear plan or control over the situation.
Adding to the frustration, the lack of transparency and the contradictory information we received only heightened our anxiety. We were assured that we would soon see land, but that never happened. Instead, we were left in the dark with no clear answers. We were reassured that land was ahead, but another passenger finally pointed to a mountain range visible behind us. At that point, Chris instructed Justin to turn around. It was very clear that we were lost and that the crew had no idea where they were going.
In addition to the safety concerns, we did not receive the full lunch that was promised as part of the trip. We were told we would have meat, but instead, we only received three salads after we specifically requested them when we reached land. The children were so hungry, yet the staff did not even offer us anything. We had to ask for food. At that point, we were told it would take an hour and a half to cook the meat and that there was no longer any time to eat the lunch as originally planned. Furthermore, we did not have the opportunity to enjoy the beverages on board. The rough seas made it impossible to hold onto anything, and as the situation worsened, the focus shifted to safety and returning to shore rather than leisurely enjoying the amenities. The treatment we encountered by the crew once we reached the shore was unacceptable. They both played the situation off like it was nothing, when in reality, it was a complete nightmare.
Given the gravity of these issues, we are requesting a full refund for the entire trip. The safety risks, lack of communication, missed meal, and shortened experience warrant a complete reimbursement. We had originally intended to leave a positive review on TripAdvisor, but in light of these serious concerns, we feel compelled to share our experience with others. We would prefer to amend our review to reflect a more positive experience, but that will only be possible once a resolution is made regarding this matter. Until then, we will all feel obligated to share the full details of our experience. I look forward to hearing from you at your earliest convenience and trust that you will take this matter seriously.
Please see attachments,
The first attachment is a map of our journey as tracked by Life360.
The second attachment is the same map zoomed in.
The third attachment is the same map zoomed in to show how far we traveled in circles
The fourth map (not attached) shows the location of "Little Curacao." (Our intended destination)
So much fun that the only photo I got today was on the way home. We did a 3 stop snorkle trip thru Blue Finn that was fabulous.
Jasmine, Rudolpho, and Jorge were incredible, but a special shout out to Jorge! The sea was really rough today but we still were able to get in. I could not swim against the current at Tugboat beach, so Jorge swam me around the wreck and back to the boat.
BBQ lunch was good, the bar well stocked, and Capt Rudolpho's playlist was bumping. I've seen more real smiles on my 12 yr old today than I have in a long time.