This review isn’t the “norm,” but it deserves to be shared. Hurricane Milton rolled through this week, which meant we had to cancel our much-anticipated cruise. Despite the disappointment, I’m writing this to commend the outstanding customer service we received.
Randy, our point of contact, reached out the night before our scheduled departure to let us know he was monitoring the conditions. By the next morning, he called again to give us an honest update—explaining that the experience wouldn’t be up to their usual standards due to the weather and that canceling was the best decision.
It would have been easy for the company to just issue a voucher or proceed with the excursion, even knowing it wouldn’t be a great experience. But instead, Randy’s transparency and thoughtfulness shone through. He put our experience first, which says a lot about the integrity of this company.
Through this process, I gained a ton of respect for Randy and the entire team. If we find ourselves in Destin again, we will absolutely choose this company without hesitation. They’ve earned our trust, and we’ll book with confidence next time.