This was our first whale watching experience planned for our family with small kids, who were a little nervous to board the boat. However, we hoped that the optimistic nature of the "captain" would help them have a great experience. It was all good until the boat started jumping on the waves. Our two youngest kids were so scared that we had to ask the captain if he can take us back. First, he jokingly said that it's fine, but when our kids starting having a panic attack and we asked him again, he yelled at our daughter before he turned the boat around. After they finished the tour, I asked if there is a way to be reimbursed for at least a quarter of our payment (since we paid about $500). The assistant told us that we should email them later and the "boss" will make the decision. I emailed the "boss" and she (the captain's wife, although she wasn't even present at the time) sent us a very long reply, by criticizing us for the way we're bringing up our kids, and many other things that were not true. I was so shocked by the lack of customer service that she demonstrated by this, that until today I didn't have courage to reply to that email. I never thought that I could have such an experience in a country like Canada (especially from a company that is serving customers in a travel industry, where the customer service should be at the highest level).
I planned to have a great time with our young family and in result I got an unrequested lesson on how to raise our kids. Ultimately, if they couldn't refund us at least a portion of our $500 payment for the 10 minutes' trip, they should have politely refused it, citing their policy or something, but instead the chose to attack us as persons/family so they can justify charging us for the whole amount.
It should be a shame for businesses like these to be in the Travel Industry!!!!
P.S. I haven't written this review for about half a year to make sure that I'm not writing it out of anger, but even now I have a bitter taste in my mouth after that experience, so I want to make sure that no other family with young kids that might be in our situation can experience the same thing. If you are in that situation, chose a company that has a larger boat so the trip is more pleasant and a company that puts you first, so you can enjoy your experience. read more