Complaints

• Initial Complaint

  19/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Saturday August 10th, I booked a whale watching tour for myself and an older adult. I paid $341.90 total and paid for my own parking $11.60. I have been trying to get in contact with a manager (*****) since August 10th in regards to a parking ticket.I had done my due diligence by asking about parking upon arriving at check-in and before going on the boat. I specified WHERE and how LONG I could pay for parking (max 3 hours). ******* at the front desk had said "that should be fine" and that if there are any problems to bring back the ticket. If she had told me to move my car or even to verify it is city parking, I had enough time and I would have moved my car as I had already intended to if ******* had not reassured me. ******* did not identify EITHER of these things. I paid for 3 more hours before heading down the dock to avoid any parking ticket as much as possible. On the *** page it just states "parking is available" which is why I had asked at the front desk to be directed to where I should be parking while on the tour that could range from 3-5 hours.On a separate note, I spoke with someone a about a month ago and again when I called to make the booking over the phone. ******* identified herself as the one who made this booking. When I phoned, I shared the limitations of mobility of the guest I was accompanying and asked specifications of how high up the step would be for someone using a ******. ******* stated that they were able to accommodate and that many people who have mobility limitations have gone on the boats. She said that "its like a big stair step" and I understood that to be within the mobility ranges of the guest I was bringing. I further asked there to be a note regarding that my guest will definitely be needing support with boarding and she stated that would be noted.Upon arriving we were immediately told "absolutely not" by ****** (the owner) and ******* nodding beside him.I felt this was very poor initial treatment of disability.

  Business response

  20/08/2024

  Regarding the issue of the parking, our staff have specific instructions to give our passengers regarding parking and we have thousands of passengers that they deliver this message to everyday throughout our season.  It was understood to ******* that our guest was parked in a 3 hour street spot, which would have been fine.  Had ******* known that our guest already paid for 3 hours, ******* would have known that the guest was not in a free 3 hour spot, and promptly direct our guest to another location. If our guest added another 3 hours to her parking, then she would have been fine, as the tour was finished by 5:20pm, and our guest checked in at our office at approximately 12:45pm.  It is also stated in all confirmation emails where we suggest our guests to park, and it is not in the private parking lot where our guest parked.

  Regarding the issue of limitations to attend the tour, ******* qualified the call by explaining that it is very similar to stepping up large steps and our guest said that her elderly friend could do this.  We have been in operation for ********************************************************************************************************** fact not suitable.  Our first priority is the safety of the guest.  After talking with the elderly guest, the owner had decided that with extra assistance we could make it work.  Please note that with great effort from the Captain and ***** the manager, we were able to get the elderly guest on and off the vessel and in the end both guests had a wonderful and memorable trip.  We have had many guests actually come to our location for a site inspection themselves to be sure this activity is appropriate.

  Regarding emails that was sent by our guest, a reply was made on August 13th, explaining that we are not responsible for the parking ticket and that we unfortunately would not be paying the ticket.

  Kind regards,

  ***********************

  General Manager

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