Nicole A.
Yelp
I think I should start off by saying we were a group of 3, waiting for 5 more friends to arrive, so we would be a party of 8. We were hoping for all of us to kayak, so the day before coming I called the front desk to check if we needed to reserve a spot or anything since it was so many of us. Over the phone they let me know its first come first serve, and we may need to wait up to an hour an a half for that many kayaks. We let her know that was fine with us, and that we'd arrive at around 3 or 4pm :)
Anyway, my sister, her friend, and I arrived at 4:16 (according to my parking ticket hehe) today to let the front desk know we were looking to rent 4 double-kayaks. The girl at the front desk let us know it would be "practically impossible" to get 4 doubles, and that we would need some of us to go into single kayaks. We let her know that we can adapt and that we were just looking forward to kayaking. She let us know we would have to wait an hour, she wrote my name down and we sat down on the benches while she helped another family check out. It was pretty busy and we were okay with waiting since our other 5 friends were still on their way over. I think our first misunderstanding occurred here. We thought since my name was being written down, kayaks would be held for us to use when our whole party arrived.
After about 20 minutes, a guy comes to check in with us, and asks if any of us want to paddleboard instead. We now know that this business has way more paddleboards than kayaks, but from the website that wasnt clear to us, especially since pricing is pretty similar. I think during the hour and a half we were there we only saw one kayak coming in for returns We said we'd be open to paddleboarding, depending on how many kayaks were available when our entire party arrived.
At around4:50 theres no line so a member of our party asks if theres a restroom he could use. However, the girl at the front desk had a conversation that felt pretty condescending. She told him that we definitely would not kayak, since it wasn't "logical" for her business to hold kayaks at the end of the day. My friend was confused, since we had only been asked if we wanted to paddleboard, not that we wouldn't be able to kayak. This could have been more miscommunication, but in our opinion it the employees tone came off as rude, as if she seemed annoyed by his confusion. My friend said paddleboarding was fine, and was then directed to the bathroom. He let me know he felt put down.
At around 5:15 my other 5 friends let us know they were stuck and told us to go on ahead on the boards. The 3 of us got in line to check in and sign waivers, hoping to fit in a 75min session before 7pm. We were next in line when the same employee gets a phone call, and I can tell right away its about to be bad. She gets off the phone and announces to the line, which had gotten long behind us, that there would be no more check ins due to inclement weather.
we are at the front, I ask her if the 3 of us could paddleboard since we have been waiting for an hour. She tells us we can get on, but "that's it!" and that we wouldn't have a good time due to wind. I realize that if we go on paddleboards the customers behind me might get riled up, saying its not fair etc. Regardless of it being fair or not, at this point I was a frustrated w the girl at the front desk. I don't know if maybe she was just having a rough day, but she had treated my party as if we were an inconvenience the entire time we were there. I no longer wanted to give her money or my time, so I told her nevermind we'll get going and that i hope she has a nice day.
I am also working in the service industry during a pandemic, earlier that day I worked my own full 8 hours. What I have come to understand is that the most important aspect of my job is that my customers leave happy with the products and/or experiences I have helped them purchase. It is okay for you to have a long line and be busy, you are being paid to help these people pay yoU. Customers are your livelihood, since them returning for more is essential for the success of your business. I read the reviews before choosing to come here, and I had high expectations. I can only say I was disappointed, and felt embarassed that this is where I decided to take my friends. I'm glad only 3 of the original 8 people had to be present for your underwhelming customer service. The onl
Maybe we just got unlucky. It was no one's fault that the weather was acting up. The benches were comfortable and clean so I'll give two stars I guess. Thanks for reading hope you're all safe and well.