My girlfriend and I planned our whale watching / Friday Harbor adventure back in March, 2013. One day in the boat, and one day in the zodiac; hopeful to take in those amazing orcas. No expense spared... Float planes and ferries, my friends first experience for all.
We arrived in FH, OMG, took our breath away. So beautiful. And totally awesome to be met by Popeye, the seal by the fish shack.
Not even off the dock, I received a call from Chris at WP. She told me that weather could be a factor, but to stop by the shop once we were situated. At the moment, it didn't seem like a big deal, as we were still in awe from the surroundings.
We wondered over to the shop, taking in all of Chris's Australian charm and wit. She was awesome from day one with all my reservation questions, through my reservations, down to meeting her face to face.
The next morning, it was drizzling... no big deal. We wondered down to the WP shop, greeted by Chris, who was prepared to break the bad news to us, no boat today.
Sitting at the counter, was a man working on his laptop. "This is Ivan, the captain and owner"...
he was busy posting photos to Facebook, and trying hard to steer clear of us.
Forgive us.... we booked this trip back in March, you've been sitting on my money since that time, we took a week off of work and spent how much, just to come see some orcas.... now the boat is cancelled, which I get, but Ivan, you totally dismissed my friend as she was trying to get some info out of you. Worse, some of the crew? or friends, laughing at us, when some generic questions were asked. Wow, that's professional..!!
On the boat, most of those questions would have been answered, but really, for someone that knows nothing about any of this, you can't take 15 minutes and talk to her and answer some of her questions? I paid for at least that much from you since you got my money 6 months ago. I was pissed, and more so shocked by his behavior. If you don't want to deal with your customers, then don't sit out where you may have to share some of your air. I really appreciated his comment, "I can take you out if you want to just sit in the rain and look at the water", with a sarcastic tone in his voice.
I live in a tourist town myself. You work for the people that use your services, who pay your bills. You have to be civil all the time, and when you don't want to be, remove yourself from the situation.
I will be back to FH, I will look up Chris, I will NOT use WP, and I will share this experience with all my friends that travel. So not cool.
If you own or manage Western Prince Whale Watching, register now for free tools to enhance your listing, attract new reviews, and respond to reviewers.