We made a booking for 4 persons for the ride with ...

We made a booking for 4 persons for the ride with the sofa and we got there in time but the staff sent 4 other people to the boat before us, so there was not enough space for 4 of us. At least we got a refond but we don't know why we've been asked for our name for the reservation when they don't check it in the end if there are the right people going with the boat.