I called Breakwater Kayak about two weeks before our planned trip to mid coast Maine to celebrate the 4th of July. One of the things we were most looking forward to was going on a kayak trip. We have been kayaking several times and because of this, we each wanted to have our own kayak. When I spoke to a man (who I was later told was the owner) on the phone, he told me that the only way I could be guaranteed to have single kayaks for each of the three of us in our group was to schedule a private guided trip. Even though it was $25 more per person, I decided to do it and I made the reservation.
When we arrived that morning and were filling out the paperwork, we were informed that we would not have single kayaks. When I recounted my conversation with the man on the phone (this is when I was told that he was the owner) to the two employees there (a man and a woman), the woman became very irritated and in a raised voice told me that they could not guarantee single kayaks. When I calmly tried to explain that we did not want to go on the tour if we could not have single kayaks, she again condescendingly spoke to me saying in a very loud and confrontational voice "we don't have the boats!". There was no apology nor explanation of how this situation occurred, just irritation and what can only be described as trying to bully us into using double kayaks. Luckily I had not yet paid, and so we left. At this point, 10am on the 4th of July, it was too late for us to make alternate plans with another kayak company, and so we were left with several hours to fill on our holiday and without our much anticipated kayak trip to celebrate the 4th.
I really expected the owner of the company to reach out and apologize and perhaps explain how this mistake happened, but he never did. I can only guess that either there was a lack of communication on his part or that the employees working that day disregarded his instructions. Either way, it was very poor customer service, and the way we were treated due to the mistake on THEIR part was unprofessional and inexcusable. I would NOT recommend this company; there are several other kayak companies in the area. read more
