Family Owned & Operated -
19/10/2024
We are having the unfortunate experience of being bullied & threatened by a guest recently as they weren't happy with their day tour. We had guests arrive on the morning boat to do a snorkelling tour & we had a last minute family emergency so the guests did have to wait at a beach club for longer than expected. We offered a million things to do while they waited including offering a free island tour prior to snorkelling. The guests requested they would be happy with a "basic lunch $20" as quoted. There were 11 guests. We agreed to this & arranged transport to a restaurant on the hill where our guide arrived 20mins into it & we informed them that the guide would wait for them to eat some lunch & take them snorkelling. They proceeded to eat, drink, dance for two hours plus while the guide waited & then racked up a bill for close to 4mil including the most expensive items on the menu, cocktails etc. When paying the bill our guide informed us to which we responded that it was a basic lunch agreed on & we would not be paying the cocktails. Still a 2.5mil bill. Approx what we charge just for snorkelling. As the guests stayed at the spot for so long while our guide waited their snorkelling trip was cut short. Also advised that everyone had a great time apart from the main guest who got out of the water quickly only to ring & abuse me that they had a terrible day. And no time in the water. I was then told that there was photo evidence of faulty equipment, life jackets & snorkel gear which was very weird as they had actually all been upgraded days before. My feedback from the guide & captain was that is simply not true. I then asked for photo evidence of such faulty equipment (as we take safety very seriously). I was screamed at, threatened & asked for a full refund of the day. I agreed on half refund if evidence could be provided. I was then messaged & threatened for days about this 'influencer' that she was going to destroy our business & we will go viral & be cancelled. She is yet to provide any evidence of her accusations & kindly has written all her threats down. For people in the future - we are a small family run business, things happen, we try our best to please the customer & feel terrible if they don't have a seamless day. This was weeks ago. She has just messaged again this morning. Might I add this group paid $20 per person. I did nothing but respond with kindness but the messages got so aggressive I stated this point over & over again. Just be kind. It costs nothing. I'm glad the guests got to have a great lunch & still get some snorkelling in. A message to all of us, you're doing your best. Not everyone will be happy.
