Thank you Brian T for your frank review. First off let me express my concern that you left our business with such a poor experience. At Pacific Divers we will do our best to rectify any concern a customer expresses to us. In your case we would have happily either refunded your payment, or given you a dive on another day free of charge. These are stated in our product guarantee. The staff that took you out, while experienced operators, were fairly new to our operation. I will use your review to ensure they receive the proper training and guidance as it raised many points. It is fair to say your review would have been more helpful in person, or in writing on our customer comment card, however at least we have seen the issues through trip advisor and are able to correct them. The vast majority of our customers have an excellent experience with us, and we strive to maintain the highest level of customer satisfaction. We conduct our dives in such a way that gives people the freedom to plan their own dives, while also enjoying the guidance of a dive leader. All our dive leaders are dive instructors, and as you would be aware, this gives them the ability to be better prepared to deal with less than comfortable divers. We also operate the largest dive vessel in the Cook Islands and the only one with a full length sun canopy and twin boarding ladders. This gives our dives protection from the elements and ample room when gearing up and getting in the water. Regarding the price, we had a price increase on 1 April, probably between the time you viewed our website and came diving. All bookings made before the price rise were and are still honored at the price when the booking was made. Once again, this issue would have been able to be sorted out if discussed at the time. I apologize again, and will take all steps required to ensure these issues you raise are resolved. Pacific Divers Management.

This reviewer has given an inaccurate view of her interaction with our business. The fact is that there was no prior booking before she came to our store. She came in and encquired about diving the next day. We advised that because of the poor weather (torrential tropical rain for the previous 24 hrs) we may not dive the following day, but the forecast and experience told us we would have a much better experience the day after. She did not confirm a booking with us by leaving a deposit or credit card details as recorded on our booking system. Instead it was a tentative booking. The following day we made early assessments and decided conditions were not suitable for a good experience. The diver failed to show up on time at 8.30am so we thought she had opted not to dive anyhow. She showed up late, at around 8.45am and was very rude to staff when advised we were not diving. The next day (today) our team went out and everyone had some great diving, in clear, tropical water. Conditions that would not have been possible the day before. We dive the best sites we can considering weather and always take feedback seriously. As I was present in an adjoining office when this customer was interacting with staff I am confident that we could have done nothing better, and that if we had have taken her out and the water was cloudy the resulting poor review would have had actual merit.