Great Capitain, bad booking agent
We booked a sunset cruise, we had a misunderstanding at first because the boat was in Malta and we were staying in Gozo. The agent was helpful and we rescheduled. Before booking I made sure the boat had disabled access. They assured me it did, unforunately it did not, and my mother and father were unable to board. This worked out because about 10 minutes into our cruise the boat broke down we needed to be towed in and had to disembark into a smaller boat. Our capitan Peter and his son were lovely and handled the problem safely and profeasionally. Here is where things went sour. I requested a full refund, but was only offered 75 %. We agreeed to this in hopes that the 25% would go to captain Peter for his expenses. When I asked about a full refund, the agent had a list of reasons why 75% was generous. Including making up false claims that we kept him waiting for an hour. We were more than happy to pay for the wine and snacks we ordered. They also claimed they could not refund to our cc only a bank acct. This of course turned out to be a lie and had to push them to refund the original payment method. Extremly disappoined, would not recommed usimg this booking agent.
Thank you for your feedback. We are disappointed to read this review because we do not believe it is a fair or accurate reflection of what happened. Your original booking could not proceed because the boat was in Malta while you travelled to Gozo. We were only informed of this approximately one hour before the scheduled departure, leaving us with no opportunity to rebook the charter. Despite this, we did not charge you for the missed charter. Instead, with your agreement, we arranged an alternative charter with a trusted partner in Gozo so that your family could still enjoy their holiday. Under normal circumstances, we are also able to accommodate departures from Gozo with our own boat. However, as this was a short three-hour sunset charter, it was simply not possible to organise the necessary repositioning at such short notice. We also made every reasonable effort to assist your parents with boarding. Unfortunately, due to the busy harbour conditions on the day, embarking proved more difficult than anticipated. After discussing the situation, your group chose to proceed with the charter. Shortly after departure, an unexpected mechanical issue occurred. Captain Peter immediately prioritised everyone's safety, arranged assistance, and returned to harbour. Before returning, refreshments, including Prosecco, wine and snacks, had already been served. We agreed to refund 75% of the charter price, and this resolution was accepted by you at the time. The remaining 25% simply covered part of the costs already incurred for the food and drinks that had already been consumed during the charter. We therefore find it disappointing that this agreed settlement is now being portrayed differently. Finally, after posting this review, you contacted us stating that you would remove it if we paid the remaining 25% of the charter price. We declined because we had already honoured the refund that had been mutually agreed. We believe reviews should reflect genuine customer experiences and not be contingent upon additional payments after a settlement has already been reached. We have no ill feelings towards you or your family, and we genuinely wish you all the very best. We have replied solely in the interest of full transparency for anyone reading this review. It is important to us that the full circumstances are understood and that the facts are presented accurately. We have no bone of contention with you, we simply felt it was necessary to respond truthfully so that readers can understand the complete picture.
