The customer service on the phone the day prior was excellent however when we arrived at the port in fajardo, we arrived early and the communication via telephone became unclear as to where specifically had to meet because the person on the phone wasn’t even part of the boat crew. We requested that someone meet us inside the port at the main building next to the vending machine and we waited for like 20 minutes. We were a group of 12 people including 3 toddlers and 2 seniors and were just standing there wasting time. We called the person we spoke to earlier in the day several times and he reassured us someone from the boat crew will come get us because we didn’t know which boat parked in the dock was reserved for us. Finally after about 35 min someone met with us and takes us over to the boat. The captain for the boat
tour was named Leo and his attitude sucked. He told us that he didn’t really care who we spoke to on the phone about prior arrangements which was going to both islands: Icacos and Polomino. In addition, Leo spoke to the person who called me and they had a verbal disagreement on the phone in front of all of us and they did not see eye to eye.  Leo told us he didn’t care what we were promised on the phone but he wasn’t taking us to the islands. Leo had a very bad attitude and demeanor and we didn’t feel safe to go anywhere with them. The entire vibe and mood was negative and as a large group celebrating a birthday we were very unhappy. We told Leo that we wanted to get off the boat and we took a picture of the crew and boat and went home. I also told the man i spoke to on the phone that we were not pleased and wanted to cancel and of course he hung up the phone on me when I requested to cancel the credit card transaction. I did not get his name but I do have his phone number if the company needs to locate that info. This is not a tour company that greets you with happy smiles and a fun time.