DO NOT BOOK - Worst Experience Ever
I booked a private boat tour to Crab Island through Viator for 8/2, but the charter company (Emerald Island Charters) had us down for 8/3. Despite showing my Viator confirmation, payment receipt, bank statement, and screenshots, they claimed they never received my payment. I even reached out to Viator for support, but Emerald Island Charters refused to accommodate us and passed us off to another company -- and that's when things got even worse.
At check-in, I was told everything was covered. Then, out of nowhere, I was told I had to pay an extra $26 for insurance or we wouldn't be allowed on the boat. So I paid it. I confirmed again that we were fully squared away -- but clearly, that meant nothing.
The boat itself was falling apart. The ropes kept snapping, the lily pad constantly floated away, and the ladder was basically a safety hazard -- it threw us into the boat and left several of us with cuts and bruises.
Then, after we left, we were harassed via text claiming we didn't pay the captain fee -- even though we paid every single fee through Viator. When I explained this and told them to speak directly with the company they took the reservation from, they got rude, belittling, and completely unprofessional.
This was an absolute disaster from start to finish. Unsafe, disorganized, and disrespectful. Avoid at all costs. read more