I called them to book a jet ski tour for my husband and myself. I was very clear with the man I spoke with that I wanted to ride with my husband - I've never driven anything like this and did not feel it would be safe for me or for their company/equipment if I drove my own ski. The guy did say that they only take out tours if they have 2 or more skis booked, but then he immediately took my name and number and said he would call, presumably if someone else signed up for a tour at that time so he had his required two skis booked. He told us to bring a credit card and ID. I asked where they were located - he said "next to the Courtyard Marriott" and told me we needed to be there at 9:00am, even though they technically don't open till 10:00. Well, they are not "next to the Courtyard," they are behind it and you can only find them if you ask at and then walk thru the hotel - there is no signage anywhere. When we arrived late (after driving around looking for them) there was no one there from Dolphin until a few minutes later. I told him we were there for our tour - he knew nothing about it because he had to go get his reservation book, but he said he had nothing booked. He found a note with my name and number at the bottom of a page of his reservation book - with the notation "2 skis." I told him that I was very clear about 1 ski/riding together and he said that "none of his guys would have said they could take us on a tour on 1 ski." If it was impossible to book anything for me, why did he write my name down and tell me he would call? His excuse was that "sometimes the guys get busy and if someone is pushing money in their face, they don't have time on the phone." I told him that I made the assumption that I would have gotten a call if they couldn't accommodate us since they hadn't gotten another tour booking at our time. He pretty much insisted that his company was not responsible for the lack of communication, but did offer that we could "take a ski on a ride around the bay for free." We declined. Dolphin Watersports has a slick website with great pictures, but no information that would have saved us from this wasted, frustrating experience. They have a few skis at a tiny dock you can't find, a folding table and an umbrella - which they share with another company that at least had their name on a sign on the table! - and a couple of guys who have no idea of customer service or clear communication. (Interestingly, he offered the possibility of a tour later in the week - I'm assuming that they would add us when they had a couple of skis booked for a tour? So they do put tours together by pairing a couple of separate bookings together! It was our last day in the Keys however, but I doubt that we would have booked with them at that point anyway.)
Customer beware!! Do not assume that you are getting all the information that might be important to know when you call this company. I'm not sure what they focus on, but communication with a potential customer is NOT it. read more
