It is unfortunate that I have to write this review today as I chose this sailing company on the highly positive feedback it had received from others. After trying to bring to Mary's attention the extremely hurtful, discriminatory and unprofessional experience we had she decided to ignore my messages and now I am left with no choice but to write this as a response to their lack of customer service skills and care.
I would also like to mention that I am a perfect example of the Canadian stereotype. I am nice, helpful and want the best for every person involved in any experience. I also believe that if anything isn't up to satisfaction that something should be said and the same respect should be treated to the other party vice versa. This was not the case in this entire ordeal.
My parents were visiting from Canada and seeing as it was not only their first time to California but also their first time learning to sail I decided to find a company that would take very good care of them. I bought a groupon for all four of us, my parents, fiancé and I for an introductory course to sailing. However when it came time to book I was informed it was only for one hour total on the boat, even though Steve on the phone had told me it was for 3 hours originally before I even bought the groupon.(the one hour was not listed on the actual groupon deal when purchasing) I figured you can't learn much in that time, being it was my parents first experience sailing I wanted something a little more extensive for them, so asked Mary if she could upgrade us for an extra cost. After much negotiating through email and phone(especially due to Steve telling us something differently to begin with), we came to a suitable outcome of 3 hours of learning to sail and I paid the high extra $$.
We show up on the day of sailing and our boat is nowhere to be found. 30 min later and nothing. Seeing as we arrived 20 min early as recommended we got antsy. Being there was little wind that day we figured it could just be that the captain got stuck on the way over.I called Afterguard, Mary answered and said he left on time so should be there soon, would check in with Captain and get back to me. She never got back to me. Number one unprofessionalism. We just waited another 15 min and finally saw our boat arriving. Almost one hour late. We then proceeded to watch our guide for the day, make 4 attempts to dock his boat, Should have been the first indicator of our experience we were about to have.
Captain Steve doesn't greet us at all. Doesn't tell us if we could get on the boat nor how to get on the boat. Doesn't tell us where to sit nor what to do. Basically he just ignored us. It was awkward and I was slightly embarrassed already as I could tell this wasn't going to be a personable experience on Steve's part. I could see it on my parents and fiancé's face as well.
My dad being the kind sociable man that he is tries to make conversation with Steve and begins by stating his career as a former politician. Steve cuts him off and goes on to insult him blatantly on this. (that is the first thing out of his mouth) I see my fathers face falter but he keeps his smile on his face and continues on with his cheery conversation. Steve would continue to not only make insulting remarks about politicians but politics in general in USA and Canada throughout the trip. I was absolutely fuming and insulted at this point that my parents had to experience this rudeness.
Besides lack of social skills and customer service etiquette on our Captains part, he also did not share any history, give us any information on the sail nor did he take us anywhere spectacular in the 3 hours. In all fairness the wind wasn't cooperating. To top it all off we didn't learn to sail at all. I didn't know what to do or say I kept waiting for him to take charge and teach us something. I am not sure if it was just lack of organization on Mary's part or lack of decency and experience on Steve's part, maybe he was having a bad day. I have no idea but if I could have given 0 stars I would have. The only thing that made it a bit worthwhile was the adorable dolphins that happened to stop by and say hello.
He then seemed to hurriedly return us to our port and even had ME keep track of the time for him to make sure we didn't go over our 3 hours. When we get there he tried 4 times to dock the boat, I can see my fathers face starting to get frustrated because he knows that Steve wasn't overcompensating for the wind which is a basic rookie move. Not only that we were all seriously wound up from the bad experience and couldn't wait to get off of the boat. A kind gentlemen who was docking his own boat over nearby ran over to help and guide Steve so he could get into the dock.
When I kindly explained what had happened to Mary she told me that Steve had said all the opposite of me. Basically he lied to her to save his ass. Being he is her husband and what we experienced I didn't expect any less. read more