10 Apr 2022
We never recrived proper instructions regarding when to arrive for pick. The email stated 530 departure from dock, and we were supposed to be picked up from the hyatt. We arrived in the hotel lobby at 500pm and waited, but nobody showed. Apparently, the driver arrived at 430 waited for 10 min and then left. This was what was explained to me when i called the agent.
Nobody called me, nor did they get the hotel i was staying at to contact me.
We had a car rental and tried to coordinate driving to the departure point ourselves, but the agent NEVER called us back with the details. when we finally contacted him again, he said it was too late. He then said he would call back to see if a refund could be issued, but NEVER did. We contacted him YET AGAIN to follow up, only for him to say no refund.
customer service is non existant. they had my # but decided to not call when they apparently arrived. no excursion tour simply leaves if a paying customer isn't present, ESPECIALLY WHEN THE PICK UP INSTRUCTIONS ARE'NT CLEAR.!!!!!!!!!!!an attempt to text or phone is made. if there is no answer, then fine, but THIS WAS NOT DONE