Ia Orana Mr Rui BAO,
Thank you for choosing Bora Bora Romantic Tour and take time to share your feeling regarding our service on Trip Advisor.
First of all we would like to present our apologies for the inconvenience concerning your combo sunset cruise and romantic dinner group tour.
A remark about your score of point 1, after learning about your review, this is not the combo sunset cruise & romantic dinner that is in question but the pick-up time that you consider wrong.
After checking, as every day we always confirm all our tours the day before at St. Regis concierge.
We told to Agathe (one of the concierge, May 17th) that the departure was advanced at 3:45pm instead of 4:00pm.
We also have been trying to reach you in your room 3 times by phone, but unfortunately without success, you never take/receive our calls.
Agathe said to us that she advises you, but apparently you never received/taken into consideration any message from the concierge.
The day of the tour, May 18th at 3:45pm the captain (Nicolas) and the guide (Felipe) arrived on time at 3:45pm at the dock and said at concierge on duty (Tamahere) that there are 2 couples from St Régis (you and another one).
Apparently she hasn’t got the information about your direct booking with us.
Our boat was waiting for you on the St Régis dock for 20 minutes. Unfortunately, you did no show.
At 4:05pm our captain called our office and advise us that you were not on time and they need to leave the St Régis with only one couple (instead of 2), to be on time for other couples from other hotels.
Tamahere (with the second couple well informed that the pick-up was changed) was agree with this decision and said that the tour can start without you (she said to our staff that you had probably canceled).
Finally at 4:16 pm, we received your email that you were waiting since around 20mn and in the same time we received a call from the concierge.
This is probably why concierges made a lot of effort to « find a solution » and help you due to this misunderstanding (between direct booking and hotel booking).
Unfortunately, it will be too late for the captain to come back and change the itinerary of the rest of the group due to the sunset time.
The same evening (May 18th) another concierge (Elena) sent an email at 6:49pm and ask for a refund that we had accepted because we understood your disappointment due to this misunderstanding. We work for several years with all hotels in Bora Bora and we have a very courteous exchanges.
On May 19th at 9:41am, the General Manager, Stephane Dailly, sent you an email (with Elena concierge at St Régis in copy) to apologies and to confirm that we proceeded the full refund of your excursion on May 22nd (business days). Perhaps this message was blocked in your spam mail box (copy at your disposal).
On May 22nd at 12:44pm the full refund (43 000 XPF) was done through PayZen without any penalty. A copy of this refund is also at disposal, perhaps your bank has retained a management fees, which we cannot be held responsible, or due to the rate exchange (as USD dollar change everyday, we sent a payment order in XPF and refund in XPF, foreign currency transaction are translated into XPF at the average exchange rate on the transaction date).
FYI, Mr Bao, by opting for a group tour instead of a private tour you are a little more dependent on the group and therefore transfers.
For another time, it’s might be preferable to opt for a private tour that you could book through the hotel or by our service, at your convenience. Private tour is generally the best and first choice of our guests from Conrad, St Régis and Four Seasons, of course it’s more expensive, but we are sure that corresponds exactly to you and your wife and thus avoid the sorrow that your wife may had felt.
Again we are really sorry for the misunderstanding and please accept our sincere apologies.
The comments of our customers are very important for us to serve you always better and progress.
We remain at your disposal if you wish to contact us directly and hope to have another opportunity to give you a better memory of our company.
All the team of Bora Bora Romantic Tour