If you have the patience to play who's on first with the staff, go for it. If you'd like to save yourself the frustration of dealing with incompetence, you might want to go elsewhere. It's a shame, because it's a great location with decent prices. I'd honestly probably go back again, but they are in desperate need of a decent manager on busy weekends.
Second time at Moss Bay, second time with a really disappointing experience with the staff. We wouldn't have come back at all if we didn't already have a Living Social voucher that we couldn't use the first time (because after asking multiple times if it was okay to sit on the patio while we waited forever, and being told that was fine and being promised they would yell our names when we were up, we were then skipped over and bumped to the bottom of the list repeatedly for the next 2 hours until we gave up and went home). This time around was no different. I waited patiently in line to sign up for paddle boards, and they inexplicably went directly to the guy right behind me and put his name on the list ahead of me (?!). Alright, no big deal, maybe lines work differently here at Moss Bay, we put our name on the list behind him. Then, much like our previous experience, two more couples walked up and said they'd been waiting forever over on the patio, and were told that they had been called and skipped over 30 minutes prior. So now instead of being next in line, we ended up being 6 deep. No problem, I've been to Moss Bay before, as long as you stand next one of the kids working there they'll just hand you the next paddle board that comes in and skip everybody else in line. Which they did, causing us to cut the line, which I would have felt bad about had I not already put in multiple hours of waiting time over the course of 2 Saturdays at Moss Bay. I know these guys are overwhelmed on weekends, but come on... put somebody in charge, get a list, and maybe walk out to the lovely patio 15 yards behind the shop to see if your customers decided to sit in an actual chair while waiting? Is that too much to ask? Especially when you tell your customers that's what you'll do?
Then, when waiting to pay, my girlfriend asked if she could use her kayak voucher to pay for the paddle board and pay the difference out of pocket. The first employee said no. Then she said she'd check. She checked, and then said for sure no. Then I asked why not, she said she didn't know but we couldn't do it. I got fed up and I asked the manager, and he said sure, no problem, we won't even make you pay the difference. Great communication guys.
Honestly, if you just act like you knew what you were doing, you could probably walk up, grab a kayak or paddle board, throw it in the water and take off and just pay them when you get back... the staff has no idea what's going on. I watched a guy have a whole conversation asking permission to load two paddle boards on a boat, take them to his boathouse for the day, and bring them back later. He was assured that was not a problem. The next employee he talked to told him he absolutely could not do that, the paddle boards had to be paddled out and back from the dock. He went back and found the first guy and he loaded the paddle boards up on his boat for him. read more