Hi Samantha,
As you can see by the other 2,100 five-star reviews, customer service and safety is our number 1 priority and we pride ourselves on our customers having a great and SAFE time. It is unfortunate you and your friend have chosen to leave such a negative review for reasons that are not true and at no fault of our own.
In regards to your comment about our safety briefing – We are the ONLY company on the Gold Coast that offers a comprehensive safety briefing video AND test. We understand that there can be difficulties for some with the answers to some questions – therefore we provide the SUPPORT and explanations so that the whole group can understand the answers in full.
It is important to mention that if your airline changing your flight becomes an inconvenience, the issue lies with them and not us. With less than 24 hours’ notice, as clearly stated on our Terms and Conditions, changes and cancellations to bookings within this period are not permitted without paying rescheduling fees or forfeitures of bookings (also stated in our Ts and Cs). We offered the shorter 1hr tour option for you so you would be back by 12:30/12:45pm at the latest which you said would be fine for your 2pm flight. We make no guarantees about what time you get back to the marina, because all it takes is for 1 person in the group to fall off their jet ski for it to put the tour back by 5-10 minutes. We could accommodate the tour change, but because it was within the 24hour notice period, this does not allow sufficient time for us to resell your ski, therefore we would be at a loss if we refunded you for no fault of ours.
Your session started by 10:30am and as we mentioned to you on the day, you actually finished the test very quickly, but because there were others still finishing in the briefing room and we leave as a group, we did have to wait for them to finish. As mentioned on the day, we were not much more than 5 mins out of schedule, but can appreciate that it would have felt like more for you as you finished your test before the rest of the group.
It is important to note, you then refused to come on the tour. We explained we were only 5 minutes behind and that it would hardly have an impact, and at that moment your 1hr safari were getting on the skis to leave. We then asked if you were going to put a life jacket on and join us – to which you flat out refused.
It is clearly stated in our Ts and Cs to allow for an extra hour on top of your tour and check in time. Your arrival time is 10am, for a 10:30am start and an approximate 12:30pm finish on the 1hr safari. We appreciate your promptness to check in quickly, finish your tests quickly and be ready to leave quickly, but this does not mean we can leave the rest of the group behind to simply accommodate YOU. Had this had been such a hinderance for you and you require compensation, we suggest contacting your airline directly, as we cannot be expected to cover costs caused by them and your inability to read our Ts and Cs is no fault of our own.
Again, we appreciate your feedback, however do believe it is unfair on a small business such as ours to wear the costs of changes incurred within a CLEAR notice period.
Have a great day.