Complaints

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  WE HAD SIGNED UP TO GO ON A PADDLE BOAT/SNORKLEING **** WITH THIS COMPANY ON JUNE 6,2023. THIS **** NEEDED GOOD WEATHER TO HAPPEN AND WAS SUPPOSED TO BEGIN AT 10 AM. AT 9 AM A THUNDERSTORM WITH TORRENTIAL RAIN WAS IN THE **** SO WE CALLED THEM TO SEE IF THE **** WAS STILL GOING TO HAPPEN. THEY SAID THAT THE WEATHER WAS SUPPOSED TO CLEAR UP SHORTLY AND BE CLEAR UNTIL 1 PM. THEREFORE, WE PROCEEDED TO THE MEET UP SITE. UPON ARRIVING, WE FOUND THAT DUE TO UNCLEAR INFORMATION IN THE DESCRIPTION THAT WAS PROVIDED ABOUT THIS ****, WE WERE UNABLE TO GO ON THE **** BECAUSE OF A MEDICAL ISSUE. THE GUIDE TOLD US TO CALL THE BOOKING AGENT (WHICH WAS ******) AND INFORM THEM THAT WE NEEDED A REFUND DUE TO A MEDICAL ISSUE PREVENTING US FROM GOING ON THE ****. ALSO, ANOTHER THUNDERSTORM WITH TORRENTIAL RAIN CAME THROUGH THE **** AROUND 10:30 AM AND LASTED FOR ABOUT 1 1/2 HOURS SO THIS **** SHOULD HAVE BEEN CANCELLED DUE TO WEATHER.UPON CALLING VIATOR WE WERE INFORMED THAT THE **** COMPANY STATED THAT THEY WOULD NOT REFUND OUR MONEY BECAUSE OUR MEDICAL ISSUE WASN'T BAD ENOUGH. THEY ALSO SAID THAT THE **** STILL HAPPENED AND THAT THEY ONLY EXPERIENCED A LITTLE RAIN, WHICH WASN'T ACCURATE.

  Business response

  06/26/2023

  This person signed up for a kayaking trip with us. When they arrived they asked if they would have access to a restroom while kayaking. We informed them the only way to use a restroom while kayaking is to find a **** once we arrive at the island or go for a swim. The kayak trip is about two hours from start to finish.  They told us they wanted to cancel if they did not have access to a restroom because of medical reasons. I informed them there would be no refund for a last minute cancelations. They said fine and left. We have a strict cancelation policy. We have very limited space on our tours. This tour was sold out. You can cancel for a full refund up to 24 hours before the tour start time. Its a bit unreasonable to think you will have a restroom on a kayak or while on the water kayaking. As for the rain it is very typical for us to have rain everyday this time of year. We have a warm tropical climate. South ******* has more days of rain than ******* **********.  The best part of our rain is that its warm and it passes very quickly. Usually within 15 minutes. We do not close for rain unless the conditions are dangerous. If they had a medical condition that prevents them from kayaking they should not book a kayaking trip. No refund will be issued. It would be very unfair to us to let people take up our limited space only to cancel last minute.  

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