Dear TravelinGirl,
We are so sorry that you had a terrible time on Turtle Tracks, so much so that you didn't mention in your review that you witnessed a nesting turtle on a remote island. Yes it did pour that night, and yes a possible shower had been forecast. Unfortunately the extent of the downpour was not forecast, and many Darwin businesses were caught off-guard including the Darwin Festival which had major events disrupted.
Sea Darwin has been operating Turtle Tracks for 5 years, and in this time has never experienced a dry season down pour. Consequently we had no knowledge if turtles would nest in rain, which we now know they do. We do know that it is unlikely that turtles nest if there are storms around, and we have cancelled cruises for that reason (5 in 2012). Our call to the weather bureau that afternoon affirmed that there was no storm activity, just scattered rain. We are well aware that the journey back to Darwin was very unpleasant in rain that was relentless. This is not the experience that we would have liked you to have, and we apologise for your discomfort. We are thankful that you had a calm journey down, that you walked the island and saw a sunset made all the more spectacular by the clouds, and that you had a turtle experience. In the 26 photos of the evening placed on our Facebook page the next day, 23 August by another passenger, you would not guess that the experience was marred by the rain.
As you were informed on the evening we offer a return journey for the cost of your meal in the event of no show of turtles, and that night we offered drink from the bar free of charge during and after dinner while it was raining. Your ticket covered the costs of the boat journey, your meal, your drinks, the boat crew and the staff who guided your turtle experience and business on costs. In this context we are confused as to why you would consider us “crooks”, or that you would be deserving of a refund.
We have discussed your review with our staff, and while there is some discrepancy in information between their recollections and yours, your comments have alerted us of the constant need to be sensitive and professional. Additionally, it is clear that we need to ensure that prior to booking all guests are aware that Turtle Tracks is for those with the spirit of adventure, and that nature dictates the experience.