Hy-Line Cruises Customer Service Complaint…read more My experience with Hy-Line Cruises on Wednesday, August 19, 2026, raises several legitimate customer-service concerns. The biggest issue is not simply that I misunderstood the departure location; rather, it is that the staff failed to communicate clearly, failed to proactively notify us of the cancellation, and then charged us an additional $11 without adequately explaining the change in service. I want to make clear that I am not complaining simply because the original cruise was unavailable. I understand that circumstances, including weather, can affect scheduled cruises. My concern is with the manner in which the situation was handled by the ticket-booth staff. I would like to address the following: Website confusion: I purchased two tickets online for what I believed was the two-hour Cape Cod Canal Cruise departing from Hyannis. Based on the information presented on the website, I reasonably believed I had selected Hyannis as the departure location. The website was not sufficiently clear or user-friendly to prevent this confusion. Poor communication at the ticket booth: When I arrived at the Hyannis ticket booth, the male agent asked whether I was there for the 4:15 p.m. cruise. I explained that I was there for the 4:00 p.m. cruise and showed him my booking on my phone. He then told me that I was in the wrong place. When I asked where I needed to go, the conversation became confusing, with the agent repeatedly referring to "the other end" without providing clear directions. Inappropriate and unhelpful information: I was eventually told by the female agent that I needed to go to Onset. When I asked where Onset was because I was not from the area, I was told, "Boston," followed by the statement that unless I could fly, I would not make it. This was an extremely unhelpful response to a customer who was simply trying to determine where the cruise departed. No proactive communication about the available alternative: I was eventually told that there was an ice-cream cruise departing from Hyannis at 4:15 p.m. The female agent stated that she would have to ask the captain whether my companion and I could go on the cruise. I agreed to wait. I had to approach the booth for an update: At approximately 4:16 p.m., I noticed that nobody was boarding the vessel. Since no one had provided us with an update, I returned to the ticket booth and asked whether the captain had approved our boarding. Only then was I told that we could go on the cruise. Unexpected additional $11 charge: I was then told there would be an additional $11 charge for the two of us. This was never adequately explained. I had originally purchased tickets for a two-hour Cape Cod Canal Cruise, and I was now being placed on a one-hour Hyannis harbor cruise that served ice cream. I do not understand why I was required to pay an additional $11 for a substantially different and shorter cruise. I believe I am entitled to an explanation of how the $11 additional charge was calculated. Failure to inform us of the cancellation: After being given the new tickets, my companion and I walked toward the boarding platform. There was a rope across the walkway, preventing us from boarding. At that point, my companion approached the ticket booth because I did not want to deal with the two employees again. She was then informed that the 4:15 p.m. cruise had been cancelled because of high winds and that we had been moved to the 7:00 p.m. cruise. We were never notified: This is perhaps the most troubling part of the experience. Had I not returned to the booth at approximately 4:16 p.m. to ask whether the captain had approved our boarding, and had my companion not subsequently approached the booth after seeing the rope across the walkway, we apparently would have continued standing there without knowing what was happening. At no point did either employee proactively tell us that the 4:15 p.m. cruise had been cancelled. Last-minute change to our plans: We were ultimately moved to the 7:00 p.m. cruise, which substantially changed the experience and timing of what we had originally purchased. I understand that high winds can necessitate a cancellation, and I am not blaming Hy-Line Cruises for the weather. However, passengers should be promptly and clearly informed when their cruise is cancelled or rescheduled. Overall Concern The entire experience at the Hyannis ticket booth was unprofessional and unnecessarily confusing. The initial problem may have originated with my misunderstanding of the online booking information, but the situation was made considerably worse by the manner in which the employees communicated--or, more accurately, failed to communicate--with us. At no point did the employees provide a clear explanation of what had happened with my original reservation, clearly explain our alternatives, explain the additional $11 charge, or proactively inform us that the 4:15 p.m. cruise had been cancelled.

A fun day touring the Cape Cod Canal. The tour guide was great, informative without being dry…read more You pass under the railroad bridge, Bourne Bridge, and Sagamore Bridge. It's a no-wake zone throughout, so it's a calm, peaceful ride. Its inexpensive, and is a fun thing to do on a nice day like it was.

great staff and amazing location. the facilities are also clean and well maintained. Dock staff…read morewere awesome

Contacted this yacht Yard for a warrantee work on one of our refrigerators. We were referred to…read morethem from the manufacture. I called well in advance in order to have this serviced. Initially they Said warranty work was a low priority and they could see if they could get to me. Never heard from them for a week contacted them again only to be told they could fit me in a week and a half later long after we're gone. Horrible unprofessional don't use them.

I put the wrong date down on the one line application. All Cape Boat rental gave me a 100% refund…read more Quality people. I will be sure to rent from them next year!!

Had to cancel my trip. Called as there was no obvious way to cancel online. Next day still…read moredidn't see credit so I called again and was told they had no record of the cancellation and refused to issue the refund because now it was within 48hrs.

Wicked nice people. Well stocked store. Many customers being helped in a timely manner, and getting…read moretheir needs met. Highly recommend!

Stopped in to learn about good places to take my daughter fishing. The gentleman behind the…read morecounter spent a good amount time sharing tips on areas (ponds) to see. He wasn't pushing to sell anything which I appreciated. Of course, I did buy some items for our tackle box as a thank you but it was nice that they just shared info without any expectations

We went there for a group trip with this volunteering program I was a part of. It was all the…read morerepresentatives and we all had a blast. There is a night hike and i got to see lots of cool things that I don't normally see since I don't travel or camp often. The cabins are in decent condition but I didn't even end up sleeping there. We slept at the house with the camp fire and pianos since it was getting so late. During the day we went to the more scary part of the trip. When we had to climb up and walk on wires I almost peed myself. Luckily for my the wire did not break and I did not fall to me impeding death. So you guys should definitely check it out!

It was pretty fun and the food was some of the best I have had. But some stuff was werid. Also the…read moreconsler Nolan was awesome.

I previously wrote a review that was two stars. That score was based on a new bicycle purchase that…read morehas hydraulic brakes. The brakes failed to operate correctly because I'm big and didn't know that both calipers needed to be used when braking. Similar to the stress of mountain biking. I was never educated about this and had a costly repair. Jeff called me today to tell me that he was sorry about missing this detail during my purchase. He offered to reimburse me for the repair. Jeff was great on the phone and I'm so grateful for that. Five stars now!! I didn't accept the reimbursement offer, this is a skilled bike shop that will continue to have my business. Best, John Cashman

Brought my bike in for service and they returned it in worse condition than when I brough it in…read more $650 later, the brakes were still rubbing, the new bar tape was left hanging, and the gears were crashing so badly that only 4 out of 10 were usable. When I returned it to complain, they were agressive and tried to blame me and said it was fine when they tested it. Turns out they had installed an 11-cog rear cassette on my 10 speed bike and they (despite their insistence) had never bothered to test it. Unfortunately, this was not the first time they had messed things up, but it will be the last.

I got certified here 21 years ago and now my children have been certified with Bob also. He is…read morecalm, patient, and an excellent instructor. I've also done some fun dives locally with him over the years. It's laid back and perfectly Cape Cod. They have everything you need. It has a real family vibe. I can't recommend it enough.

I was looking for a scuba refresher course in time for a vacation to the Caribbean. Bob at…read moreAdventure Diving helped me efficiently review the NAUI course material and practice open water diving skills at a local Cape pond. He worked with my schedule and timeline to ensure that the refresher course would be completed before the trip, which I appreciated. Bob has a lifetime of diving experience, and he was especially helpful when I needed advice on what equipment to purchase. Adventure Diving was able to order and sell most of the equipment at a better price than what I could find online. Overall, I was able to successfully review essential skills, choose all of my gear, and feel fully prepared to dive during my vacation.

I don't even know where to start! I planned a boat charter for my boyfriend's birthday and Captain…read moreJosh was there for every question and concerns I had. On the day of his trip as soon as I arrived, he was on time and ready to go. My boyfriend and his friends went on this trip coming back with dinner for weeks. They caught multiple of fishes in a variety of sizes. My boyfriend non stop talked about how his first boat charter experience was extremely a trip he would not forget.. it was at the point he was ready to book another one. Not only did they caught many fishes but Captain Josh was extremely friendly and made the whole crew really comfortable! I totally recommend and totally will book with Captain Josh again!

GUYS! DO NOT BOOK A CHARTER FROM THIS GUY!!! I will try to keep this short. I booked a charter and…read morenever got am email confirmation 24 prior to departure as stated on the website. You cannot leave a voicemail as his mailbox is always full. I literally sent 14 texts with no replies. At 10pm the night before and 7 hours from departure, he texts to say that he got a splinter or something in his toe and was waiting at the ER for 3 hours. Ok, dude...well, if you were waiting for 3 hours then you could send a text saying you had to cancel, no?. So, I rescheduled. Same scenario. No communications. I called another phone number on the website and it was his brother (who is no longer affiliated and lives in Texas). He tells me to show up and his brother will meet us at 5am. We show up and guess what? He's not there! Surprise! I called him at 5:00am, 5:15am, 5:30am. Nothing. He calls me at 5:45am and says "Oh, I don't usually leave until 6am. I thought I called you". Wait, WHAT? Am I in the friggin Twilight Zone here?? You thought you called me?? GTFOH...Turns out that it was too windy to go fishing. That, and he said he didn't feel like going because his toe hurt. Ok, dude...Time to reschedule...again. I asked him why sometimes dates are blocked on the website and he says "because tourists suck". Nice. So here we are. Next trip coming up. Texted him to confirm. No response. I am shocked. Texted him to refund my deposit because let's face it...this dude sucks and I cannot believe he is still in business. Skipped the BS and called my bank to file a dispute. Moral of this story? Save yourself from the same torture and book a charter from a reputable business...this guy is a joke.