Hi Ms Rhonda,
Please find below response of the feedback from the supplier for your kind perusal.
Dear Ms Rhonda Tezuka,
Following your trip advisor review dated 2 October 2019 we are sorry to learn that you were not happy with your Reef Cruise experience on 26 September 2019. We have taken your feedback seriously.
After we investigated the case we found that you were not able to join our optional parasailing tour.
You have booked for the parasailing activity with the scheduled departure at 2 pm, unfortunately the wind was so strong (at 1.35pm) which was presented by the sound of the cooling engine alarm. Our parasailing driver advised our pontoon manager that we were not able to continue the operation and the parasailing activity should be cancelled.
We noted at 1.40pm our cooling engine alarm was fixed and the parasailing can serve the second group who scheduled to depart at 1pm. Unfortunately after the second group completed the ride (at 2.15pm) the alarm was ringing again. Our engineer was trying to fix the engine without success.
At 2.50pm our Cruise Director advised you that we were not able to continue the operational of parasailing, our staff has refunded your optional parasailing payment and the Bali Hai II vessel was ready to return to mainland Bali.
We have been operating for 30 years and guests safety is paramount important for our operation. We value your disappointment, as a token gesture we invited you to join our Sunset Dinner Cruise on complimentary basis.
Thank you for bringing this case into our attention and we are sorry for the miss communication.
We hope the above clarification will meet your kind attention. Should you want to claim the complimentary, please let me know. And we would be grateful if you consider changing your rating. Once more, we do apologise for the inconvenience. Thanks & Regards.