5 - 9 of 103 reviews
Before you book, read all the reviews, not just the good ones like I did! If you read the bad reviews you can see a recurring pattern and the same happened with us. We were in Key West for one day on a cruise. We arrived at the dock in plenty of time for the 9.30 departure.We had received a reminder email the night before.When we went to the boat the owner said they had 'motor problems' and the trip could not go ahead.
We were disappointed but these things happen so we tried to find another tour with a different company which we did but had to wait around for an hour and a half.
When we got back to Miami a week later, I checked our bank account and no sign of any refund so I emailed and asked for our $215 dollars to be refunded. No reply or acknowledgement was forthcoming. A week later I emailed again but still no reply. I have also messaged on Facebook but again nothing. I am now going through my credit card company to try and get a refund.
Think carefully before you book as this has happened to several people.
It is really a shame as it's clear that the company does a great job when trips do take place. Even if the company acknowledged the email and gave a date for the refund I'd be ok but I feel a need to post this review to stop it happening to others.
Hello, We do not have any record of a booking for the name you provided in this review.
Hurricane Irma caused delays for refunds. However, we have now processed all refunds due that we are aware of.
Please contact us if you still have not received a refund so we can take care of it immediately. You'll need to provide the correct Name or booking number so we can verify there is a refund due.
We appreciate our customers, and do the best we can to make things right. Unfortunately, sometimes things out of our control prevent us from being perfect.
In the words of my 16 year-old son: "Captain Ken is so cool." I think he may have a new hero... We loved snorkeling the reef. It was an awesome trip!
Thank you for the review and for mentioning Captain Ken! Snorkeling in Key West is an experience that will last a lifetime. We're so glad your trip with us was enjoyable and we look forward to seeing you again!
Over the years Ken has become a dear friend. His knowledge of the waters of Key West is nothing short of incredible. On this trip we got to see dolphins, stingrays and a couple of sea turtles. He never rushes his time with you and is flexible with whatever you want to do. He's also really great if you have someone who may not be a strong swimmer. He's a fantastic swimmer and free diver so we always feel at ease.
Thank you so much for the review, and mentioning Captain Ken! We agree, his knowledge of the Key West waters is nothing short of amazing. We appreciate you, and look forward to seeing you again!