Disappointment and not fair to customers
We booked a package excursion with Shore Excursioneer that was supposed to include a zipline tour, a boat tour with snorkeling, and a beach afternoon. When we arrived, the weather was very bad and most of the activities were cancelled. While we understand that weather is outside of anyone’s control, almost the entire excursion ended up not taking place. The original zipline tour advertised on the website included 13 zip lines and 16 platforms. However, we were only able to complete 5 zip lines. At no point before starting were we informed that the activity would be reduced to only 5 lines instead of the full tour. Because of the heavy rain, we ourselves decided not to continue with the boat and snorkeling part, which would have been unsafe. This was not clearly discussed with us beforehand either. In the end, the only services we actually received were transportation and access to the zipline park where we completed just 5 zip lines. Despite this, we were still charged $100 and only offered a partial refund of the $67 deposit. In our opinion, this price is extremely disproportionate to the services that were actually delivered. If we had known beforehand that almost the entire excursion would be cancelled and that the zipline activity would be reduced to only 5 lines, we would never have agreed to proceed. We fully understand that weather can affect excursions, but situations like this should be handled fairly for customers as well. Charging such a high amount for such a small portion of the advertised experience feels unreasonable. Unfortunately, the company has refused to reconsider the charge despite the significantly reduced service. For future customers, it may be important to know that if large parts of the excursion cannot take place, you may still be charged most of the price.