ComplaintsforLake George Steamboat Company

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On july 12 2023 I purchased two tickets for a dinner party cruise for 7/13/2023 as you can see in the attached receipt. The boarding time was supposed to be at 6:15pm, on the way to the boarding spot around 5:45 a storm hit the town, me and my boyfriend were unable to walk, storm was really bad, we finished all wet like if we were took a shower with clothes. We call the company to see if they can please help us to move the reservation for next day, the weather conditions were really bad and we were scared and totally wet. Person in the phone was really rude and told us we must cancel 72 hours in advance, the rain still really bad but we were able lo walk and talk with manager trying to explain her we can not stay inside the boat for two hours totally wet, we didn’t expect a refund we expect a little bit of help and understanding about our situation, was something under control. The manager was really rude, the boat still without moving but she insisted the boat is going to have the service and told us to have service totally wet. We talk with many people in the boat but no one help us, for our safety because the weather conditions and because we were not able to enjoy diner and party totally wet we decide to leave the place. They were laughing about us behind the glass looking us humiliated and frustrated. Despicable , rude and disrespectful.

  Business response

  08/15/2023

  Dear Kevin, Regarding complaint submitted on 7/14/23 and assigned an ID of ********. The customer purchased two tickets for our Dinner Cruise, scheduled for July 13, 2023, at our Ticket Office at 3:24 pm on July 12.  The customer paid by credit card and signed the receipt very legibly, as you can see by the attached copy of her receipt.  The receipt specifically says “Fees will apply to cancellations or changes prior to 72 hours of the cruise.  NO Cancellations or changes within 72 hours of the cruise.  NO REFUNDS FOR MISSED CRUISES.”  There is a space for the customer to sign, and under her signature is clearly stated: “By signing this, I agree to these charges and cancellation policy as stated.” The customer purchased these tickets within the 72 hours prior to the cruise, which therefore meant our policy of “No Cancellations or changes” was already in effect.  She further signed the receipt that she agreed to our cancellation policy.  Our boat boards from 5:30 – 6:30 pm for the Dinner Cruise, not at 6:15 pm, so that passengers have an extended period of time to get on the boat.  The boat had over 100 passengers on the Dinner Cruise that night.  Our Captains have full authority to cancel any cruise if they feel weather conditions are unsafe, but they felt no threat to the safety of the passengers that night.  Our boat, the Lac du Saint Sacrement, sailed with no incident and no complaints from any other passenger. Our staff on the boat adhered to our Company policy of no refunds or changes within 72 hours of the cruise, which had been clearly stated and accepted by this customer.   I am sorry this customer felt disrespected, our staff simply could not honor her request as it ran directly contradictory to our stated (and accepted by this customer) policy on cancellations and changes, as explained above. 

  Customer response

  08/15/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Regards,  ******** ********

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