Misrepresented shore excursion, caused us to miss our prepaid events on board
When visiting the Shore Excursion Group Website, it has you put in the name of your ship and the date you will be in port. Once you do that, it shows you which excursions are available. On our recent cruise I booked two. One for Konoko Falls in Jamacia and one for a beach day in Grand Caribbean. The Shore Excursion Website clearly states that the Konoko Falls excursion is a 2 hour excursion and is a 15-20 minute drive from the port. Our driver met us promptly and we began to drive. 30 minutes into our drive we asked if we were almost there. Hi informed us that we were still 40 minutes form the falls!! We ended up driving 90 minutes to get to the falls, and 60 minutes to get back to the boat. We missed our on-board reservations as the excursion took way more than the 2 hours that were advertised. Back on the boat I called the 24-hour traveler assistance line and got no response. I emailed both from the website and using the reply email when we booked our tickets. I expressed my dismay, the fact that we lost money because we couldn’t do the on-borad activities we had planned, and I requested a refund. Additionally, I said I was skeptical of the veracity of our excursion in Grand Bahama and I wanted to cancel that as well. No body ever got back to me. When we returned home, I emailed and reached out through the website. I was told that they would contact the driver and get back to me. I was clear that the driver was wonderful, the issue I had was that the shore excursion was misrepresented on the website. The website very clearly says that the falls are 15-20 minutes away and that the total excursion time was 2 hours. This was absolutely not the case. I have waited, submitted screenshots of their website, and have heard nothing back. Therefore I request a refund for misrepresenting what we were getting and causing us to lose our money as we were not able to return to the ship in the 2 hours promised. I would never trust this group again. They have been unresponsive and unprofessional.