Let me say that this is a review of the experience we had when, arriving to our booking, it was not what we had requested to book. The captain who met us was very friendly and we place no fault in him.
When I originally called to ask about booking what was listed as the private luxury charter for our wedding anniversary, I was quoted a price (I don't have the paper I wrote it down on in front of me so I can't say for sure what it was) I said I'd discuss with my husband and call back. A few hours later I called back to book and I restated the price. She stated that after we hung up previously she realized she had given the wrong price, but that she would still honor it. I thought that was really nice of them. When we got our confirmation email, admittedly it had a picture of a pontoon, but we assumed it was a standard photo as there was nothing in the email that the one in the picture is the one we booked.
When we arrived, we were greeted with a pontoon boat and not at all what I had requested to book. I honestly thought the captain was joking with us. He suggested I call them to try to work it out. We told him we didn't want to hold him up and said we would not be going. When I called, as soon as I stated that there was an issue, I was met with attitude. The abruptness of the attitude seemed to suggest that a problem was anticipated because I don't think I even finished my sentence before the attitude started. I was cut off mid sentence multiple times, talked over, and talked to as if I was stupid for thinking I was getting something else. She said that the boat I was expecting wasn't even ready and that it cost more and was told multiple times while talking over me that they've held this boat and turned away business. Mind you that the boat they said wasn't ready was still listed on their site, and there was nothing stating that it wasn't available. Throughout the whole conversation I was very cordial. I told her there must have been some confusion because we would not have booked what was offered to us. The email confirmation showed a price that was indeed the price for what was offered, so maybe that's where the confusion arose on their end. However, if the price they charged us was the same price as what they tried to give us, why would they have needed to state that they gave us the wrong price but would still honor it if the price we paid was regular price anyway? If it wasn't for her saying that, I might believe that I misspoke when making the booking, but that statement tells me that there was a mistake on their end.
Honestly, I feel bad for having to leave a 1 star in the midst of all these 5 stars, but I can't not say anything just to try to be nice. If she hadn't been so rude right off the bat this wouldn't have been quite so frustrating an experience because we understand that mistakes happen. But to try to make a customer feel stupid and to talk down to people like that is just inexcusable.
I'm fully expecting a reply to this review from them further stating something along the lines of how they could not have possibly made a mistake and it was me, but I assure you I would rather spend my time doing anything but writing out a review for an experience we spent money on and then did not go on because it wasn't what we requested to book, and then going through the hassle of disputing the charge on our credit card.