When talking with the locals in town about this company, they had raving reviews...then we learned the ownership had changed, and things had not been running as smoothly. I wish I had learned of this prior to committing to their company, because my family and I had a really poor experience.
I was traveling to Canada with a companion, and we were meeting up with 2 family members. We made the 3 hour trip from Victoria to Campbell River with this as our main activity. The company received great reviews on Trip Advisor, something we relied heavily on since we are from America. We called to confirm our group about 2 weeks prior, and were ensured that we were still booked for a certain tour at such and such date.
We drove by the shop the day before to make sure we knew where we were going. The day of, we were all set to go and got to the shop early. No one was there. We thought "hmm that is kind of strange!" Waited, tried to knock on the door, nothing. It was getting very near departure time at this point and we were getting very nervous! Since we were going to be on the water all day, we left our cell phones at the hotel about 10 minutes away, so two of us rushed back to get the phone and triple check the confirmation. By the time we got back to the shop, our companions were still sitting there alone. We start calling the shop, and got no response for quite some time. At one point, we even went down to the docks to talk with locals and make sure we were in the right spot. They confirmed that we were, and that it was very strange no one was there or responding.
Finally someone picks up the phone; it is a girl who apparently lives in a studio in the shop and we had finally woken her up with all our frantic phone calls. She informed us that they didn't have any tours going out that day, but opened up the shop for us so we could sort things out. We showed her our paperwork that showed we were in fact booked for that date and time, and she called the owner. Long story short, apparently what had happened was another tour group had decided a few days prior that they did not feel they were physically fit enough to do the tour and opted for slower moving water. So, we think our reservation was moved with theirs. We never received a confirmation phone call or email regarding this, and no one called us the day the tour had departed to say "Hey, where are you?". They would have just taken our money and been done with it apparently. After much back and forth, we were issued a refund. We still really wanted to do an activity that day, but they were unable to put together a rafting trip for us. They offered to take us salmon snorkeling but still wanted to charge us an obscene amount of money for it. We declined and took the refund. The carelessness on their part nearly ruined our day, especially after traveling so far. read more