Thank you Samantha for taking the time to write a review, it gives me a great opportunity to explain how tickets work:
(1) When guests purchase their ticket through Viator, which is a multi international company that owns other businesses like group on and trip advisor, you are not purchasing them directly thorough us the small family owned business.
(2) We never received a call from your party until after the boat had departed. It is important for everyone to know that if you use Viator for the chat or calling we don’t receive anything from them instantly, in fact it can take a day to get their communication. However, our phone number is on all guests vouchers.
(3) We have reviewed your ticket from Viator and there are no differences between yours and the 1,000’s of others they have sent out. The address is not wrong, it has been our address for decades. I have attached your ticket from Viator to this review. As you can see it even has a map link you can click on to give you step by step instructions.
I cannot directly comment on the other complaints and I’m happy to look into them, we do take every review seriously. Unfortunately we do not have an employee named Lauren but I will bring up your concerns to all our staff. Also you are correct we charge a fee to allow guests to come again. Large ticketing agencies like Viator don’t offer that, they want what we call a hard rule, you miss the boat you lose the money.