Wow, sometimes we're a bit perplexed by a review, and yours certainly fits into this category. When your friend called us this past Sunday night, October 18 at 7:53pm, asking where check-in was for the 8:15pm tour, I immediately jumped into action mode as we didn't have an 8:15pm tour that night. And even though your friend was verbally disrespectful, cutting me off, not listening to a word that I was saying, even hanging up on me at one point, I was determined to find a solution to the problem, which I did. Luckily, your friends mother took the phone from her, apologized for her behavior, and had a rational conversation with me. Within minutes, I was able to contact our Captain, who was out on the 7:45pm tour at the time, and confirm that we could accommodate your group, even though YOU had showed up on the WRONG DATE. And, no, you didn't have to wait an hour, it was actually 45 minutes from the time of your friends initial call until you were boarding. Please see the email thread that I cut and pasted from Viator's website that details the correspondence that you and I had regarding your reservation in early September. (I also emailed you later this past Sunday night to explain this, but I never heard back from you.) I'm sorry that you came on the WRONG NIGHT, but this was 100% not our fault AND we still accommodated your party, so I really don't understand why you had to write a lousy review, demanding a refund?? I do hope you enjoyed your night out with the ladies and thank you for your business, we do appreciate it, especially these days of COVID. But please, get the facts straight.
EMAIL THREAD FROM VIATOR:
Kristin: Hi Jennifer, the only dates that I have left for 4 passengers would be Oct 25 at 7:45 or Oct 28 at 6:30pm. Do either of these work?
Kristin Stone Sep 4, 2020, 08:25 PM
J: 745 is good.
Jennifer Cole Sep 5, 2020, 04:13 AM
Kristin: Please call me at 401-580-BOAT. Someone purchased the last four tickets for 7:45pm after I emailed you last night. Please call to discuss all of our open dates. Thank you!
Kristin Stone Sep 5, 2020, 09:24 AM
J: Hi what is open??
Jennifer Cole Sep 5, 2020, 10:10 AM
J: I could take the Oct 14 at 7 pm.
Jennifer Cole Sep 5, 2020, 10:12 AM
J: I can to Oct 28 at 630
Jennifer Cole Sep 5, 2020, 02:56 PM
Kristin: OK, I will book you for October 28 at 6:30pm, per your email. The Viator booking will still show your original request date/time, so please ignore that information. Please arrive for check-in on October 28 by 6:15pm.
Kristin Stone Sep 5, 2020, 09:27 PM