Hello Deborah,
First of all, thank you for taking the time to leave your review on BoatBooker. We genuinely appreciate all feedback, as it helps us improve our service.
We are truly sorry that the catering did not meet your expectations. As you may remember, before your charter we also offered the option of ordering food from a local restaurant, but you preferred a private catering service, and we arranged it for you. Unfortunately, the quality and presentation of the dishes were not what either you or we expected.
Although the catering was provided by an external company, we felt responsible for your overall experience. For that reason, I immediately reduced your final bill by €200 at my own expense on the day of the charter. Afterwards, I personally spoke with the catering company and managed to secure an additional refund of €379.50, bringing the total compensation to €579.50.
Regarding the fuel, I would simply like to clarify that we offered you several different routes, including options with fuel costs starting from around €200. You chose Route 4 because it was the experience you were looking for, and before departure we explained that this route involved a significantly higher fuel consumption due to the longer distance. The final fuel cost of €1,500 was therefore exactly in line with what had been discussed beforehand.
We completely respect your opinion, and we are grateful that you mentioned the captain's kindness in your review. However, if you feel that the way we handled the catering issue reflects our commitment to customer service, we would be incredibly grateful if you would consider updating your BoatBooker review.
We are a small family-run business, and every review means a great deal to us. Our goal is always to provide unforgettable experiences, and when something doesn't go as planned, we do everything we can to make it right.
Thank you once again, and we sincerely hope you enjoy the rest of your holiday.
Warm regards,
The Prime Yacht Mallorca Team
