Hi Carrick,
Thank you for sharing your experience. We appreciate your time and support during this trying times! It seams we were not able to contact you after the tour to get your feedback personally. After reading your review, I can understand your frustration and I'm sorry to hear the experience was less than expected. However, I'm glad that you felt our staff was well prepared. As well as they are also accesible to assist you along the way!
That been said, I can assure you that your experience is our priority! We would never try to mislead you. We try our best to provide as much details as possible over the phone. However, in case we were to miss any important details, you can find everything you need to know from your trip with us on our confirmation email.
In regards to your concern about the visibility of the glow, our lagoon is the only one in world that glows year round. Of course there are some natural factors that can affect the intensity and those can change from one day to the other without any warning. Among those factors we can find, light pollution, temperature of the water, the presence of seagrass, even the phases of the moon, etc. Please note that nature can be unpredictable and prone to sudden changes. On days were the glow is less visible, the use of the tarp can really make a difference!
Thank you for understanding that as a company we strive to preserve the ecosystem for future generations, and we also appreciate your feedback to help us improve our services. We hope you can give us another chance in the future!
Cordially,
Alexandra