Dear valued guest,
Thank you for taking the time to share your feedback with us regarding your recent trip on Matador. We appreciate your comments and would like to provide some explanations regarding the points you raised.
Firstly, we understand your concerns about the weather conditions during your trip. As a responsible tourism operator, we closely monitor weather conditions through the Bureau of Meteorology and make decisions based on their forecasts and recommendations. While
we strive to provide the best possible experience for our guests, there are times when weather conditions do not reach the level of cancellation. We apologize for any inconvenience this may have caused.
Secondly, we would like to clarify that we do not provide itineraries based on weather conditions, water levels, or water clarity. As conditions can change rapidly in the Whitsundays, we commit to attempting to provide the best experience possible, but cannot
always predict or control the outcome. We acknowledge that there may have been communication gaps on board regarding the day's plans, and we will review our communication techniques to ensure our guests have a better understanding of the processes and activities
for the day.
Regarding the issue with water, we do provide fresh tap water on board. We understand that tap water may not be to everyone's liking, but it is what we can best provide in the Whitsundays. We apologize if this did not meet your expectations. We will also take
note of your feedback regarding the availability of ice, and will make efforts to add more ice on board to ensure that drinks remain cold.
We strive to provide accurate information to our guests. We apologize if there were any inaccuracies in the information provided by our crew. Turtles
lay their eggs on Whitsunday Island beaches from November through to February. Their tracks
are often seen on beaches the following morning. If you visit the beaches late a night you may be able to see them. Their eggs hatch from January onwards. & we apologise if this information was mixed up during the conversation process, We
will ensure that our crew members are well-informed about the local wildlife, including turtle breeding seasons in the Whitsundays, to provide accurate and up-to-date information to our guests.
We will also look into conducting additional training for our crew to enhance their knowledge and expertise in providing accurate information to our guests.
We apologize for the inconvenience caused by the low tide during disembarkation, resulting in wet belongings and discomfort during your journey back to your accommodation. However,
Matador does encounter tide issues which is out of control, unfortantely in order to ensure we provide a full experience we sometimes need to tender our guests back so they don’t have to wait around on the vessel during low tide times.
Once again, we apologize for any inconvenience you felt you experienced during your trip with us. We value your feedback and will take your comments into consideration as we continuously strive to improve our services. We hope that you will consider giving
us another opportunity to provide you with a better experience in the future.
Sincerely, Matador Team