Maciej Pawlikowski

Review of Vancouver Whale Watch

For all my years writing reviews on Google I rarel...

For all my years writing reviews on Google I rarely describe negative experience because most of business learnt how important it is. Here comes another one and hope it will make a difference too

I have never had a chance to embark on that adventure so this is a review of the CUSTOMER SERVICE ONLY.

Firstly I made my way to the office to book the tour 5 day in advance for 2 adults and baby under 1yo. I went in person because I had time and there is no way to book online. I was told there is a convenient pick up from my hotel (fairmont) so decided to go ahead with that.

Then I come back to the hotel and the story unveils:

1) I find out they charged the full price for a toddler for transport which makes it equal to taking a taxi. I asked why and got some weird answer. didn't even bother to follow.

2) A day before the trip they offer more convenient pick up (directly from the hotel) rather than Canada Place (our hotel) -why TF they didn't offer it in the first place? I am on a holiday, don't check my e-mail every hour. so can't reply on time. And don't call me on a phone I came from Europe and would need to pay horrendous roaming charges (told them that too, but they call anyways).

3) Then the trip is cancelled due to the weather - fair enough. They say they will refund because that was our last day in the country. A week after I am checking my account and can't believe that they actually charged me in total and after all the extras and bank charges I am $25 worse. WHO ON EARTH IN THE HOSPITALITY AND TRAVEL INDUSTRY CHARGES FULL AMOUNT ON THE CREDIT CARD?? The are bloody morons!!! Instead of reserving the amount they took it all for which I had to pay to the bank + exchange difference. What a decent business does that knowing the risk of cancellation is high. YOU DON'T CHAGE THE CREDIT CARDS. YOU KEEP THE DETAILS OR RESERVE AMOUNT!!!!!

4) I wrote the complaint they replied twice politely but with no outcome (requested further refund) and no communication since then = middle finger.

That is my honest experience.