Joel Steele
Google
We booked and paid for what was advertised as a full-day glass bottom boat trip that included going out to a motu (island) and enjoying an authentic lunch on the beach. When the day arrived, the weather wasn’t good. Instead of the motu experience, we were told we could take a short boat ride and then have lunch at the dock.
The dock area felt like a dusty old fishing dock—fine if you’re just boarding a boat, but not the “authentic island experience” we paid for. We explained that we understood the weather wasn’t their fault, but since the main highlights weren’t possible, we wanted a refund.
The captains agreed it made sense. However, the two women at check-in and a short, heavyset white gentleman were rude and combative. They insisted we weren’t entitled to a refund because we could still “go on the boat a little.” That man in particular was demeaning—he even asked sarcastically if I also wanted to cancel my hotel because of bad weather. Totally unprofessional.
After a long fight, they finally refunded us, but only after I told them I’d call American Express. That should never have been necessary.
Also, just so everyone reading this knows—the snorkeling spots and motu they promise to take you to are very easily accessible by paddleboard. And the so-called “authentic lunch” can be found for much cheaper (and with better service) at plenty of local restaurants on the island. Save your money: rent a paddleboard or small boat, explore the lagoon on your own time, and enjoy a better dining experience at one of the island’s actual restaurants instead of being crammed onto a tourist boat.
