I recently took a jet ski tour with this company, and it was by far the worst I have ever experienced. The issues began at the very start: my booking confirmation stated that we would be picked up from the cruise port at 8:50 AM for a 9:30 AM tour. By 9:00 AM, after multiple calls, I finally received a response—and over a month later, I am still awaiting clarification about the pick-up (screenshot attached). We were eventually picked up by Josh, who was pleasant, but 40 minutes later than the time stated in the booking confirmation.
The tour itself was extremely unsafe. After only two minutes on my jet ski, while still in the marina area, the dashboard displayed a warning: “engine high temperature – overheating.” I immediately alerted the guide, who dismissed it with “sometimes the jet skis have these messages – don’t worry.” I asked for a replacement jet ski, noting that several were unused, but my request was ignored. Meanwhile, the other three people in my group and the guide sped off, leaving me behind. My jet ski would not go above 14 km/h, while theirs reached 40 km/h. At points, I could barely see the group ahead.
The waves were high, and water splashed heavily over me. Having previous jet skiing experience, I have never felt unsafe, but this tour genuinely frightened me. The guide failed to monitor participants properly, which is a serious safety concern.
Eventually, we entered calmer waters at the Sandals Resort, only for my jet ski to cut out completely and fail to restart. The guides attempts to contact the office were unsuccessful (surprise, surpise). I asked if I could get a taxi back, but was told it was “difficult” to get one—despite being at a busy holiday resort. I was ultimately towed back to the office (photos attached), delaying the rest of the group’s tour.
When I returned to dry land, I attempted to speak to the manager. Josh went to fetch him but the manager (Paul) never appeared. I had to locate the manager in the office myself. I politely asked if he was the manager & advised I’d had an issue with the jet ski. He rudely looked me up & down & said “ so I’ve heard” I explained what had happened, he then started speaking to the guide & shouting in dutch .
The manager, Paul, responded aggressively, accusing me of “blackmail” for asking for compensation. He repeatedly changed his proposed “resolution” and eventually presented a written agreement stating that I could receive a refund only if I agreed not to post a negative review online. We went round in circles for a while, Paul was the manager & owner, however he claimed to only be the manager, we were informed this was a lie. I explained that we were short on time (as tour had started later than planned) and we had to get back to ship. Paul kept changing his ‘compensation offers’ He then appears from office with a notebook & pen. Paul wrote out a ‘contract’ for me to sign that read something like “we have agreed that a refund will be given, on the basis of no negative reviews being left online". I was shocked! THIS IS BLACKMAIL. I refused this offer, however it made me wonder how many times he has done this & people have accepted. Paul never once apologised for my bad experience, very poor customer service.
The following day, I received a WhatsApp message from the guide’s personal number, which I had not consented to have shared. He again offered a refund if I refrained from leaving a negative review, raising serious privacy concerns (screenshot attached).
Lastly, the company appears to operate under two names—Adrenaline Tours and Adventure Tours—which seems suspicious.
In short: poor service, unsafe equipment, delayed pick-up, no support during a breakdown, aggressive and unethical management, and serious privacy violations. Save your money and book with a different company.