My husband I returned from our vacation to Jamaica last night. I am writing this email to express our disappointment with Chukka Caribbean Adventures.
We trust Costco and with the purchase of our vacation, we had a $100 Chukka Tour Credit. On May 30, 2014 we went to the Chukka office at the resort and the reprentative set up our tour for the Dunn's River Climb and Catamaran Cruise for May 31, 2014. She only gave us a piece of paper with a confirmation number.I had to give her my credit card number, but never had to sign anything. I did not get a receipt either.
Our pick up was at 7:10 am. Later that day, we had a voicemail changing the pick up time to 7:50 am.
We were at the lobby for pick up the next morning at 7:40 am. At 8, I went to the front desk asking them if they could check on our pick up. They called Chukka for me and I waited on hold until 8:30 until a man answered the phone. He said that they never sent anyone to pick us up. He said he would send someone. The Chukka rep did not get in until 8:30, so we went and told him what was going on. He said someone would pick us up by 8:45, but we did not get picked up until 9am.
We were the only 2 people in this van and he drove very fast. We met up with another van with 6 people in it for the same tour. They were waiting on the side of the road for us. We had to get in that van to proceed to the tour.
We got to the boat dock at 10:45 am. Our driver immediately looked worried and mad. He got on his cell phone and got out of the van. He was on the phone for over 20 minutes. He said that the boat left without us. Then we saw a rescue inflatable with motor boat come to take us to the catamaran. We were told that the catamaran was just around the boat dock island and that it came back for us. This was not true. The family of 4 got on the rescue boat first. The rescue boat came back about 11:15 for my husband and I. This boat had silver duct tape on the sides. We were given life jackets and we had to ride this boat all the way out to the snorkel sight. When we got there at 11:30, all the other people from the tour were already done snorkeling and on the boat waiting to leave to the next location of Dunn's river. They were looking at us like we did something wrong. No one on the catamaran met us to apologize or give us any information. We were just handed the snorkeling equipment. We swam out to join the family of 4 that was already out there. We were in the water for 10 minutes and they told us to all swim back and we had to leave at 11:45. My husband and I talked with Captain at 2:45 and told him how disappointed we were with the tour. He said that he called the office and they would do something for us. He was not sure what.
We then proceeded to the Dunn's River. After that a driver picked us up and took us the hotel. We got back to the hotel at 5.
It would have been nice to have someone meet us at the hotel to apologize or at the very least have a voicemail on our hotel phone. We did not get either.
The Chukka reps were already closed for the day.
I wrote a note and placed it under there door expressing our disappointment and wanting a discount/ refund.
We did not hear anything from them Sunday. We went in person Monday morning and the rep did not remember us. A second rep there tried to be helpful calling their marketing manager to find out what they would do for us. We waited here for over 30 minutes again while they were on the phone. They said that we were getting a package. When we checked back later, it was still not there. They said that they would leave it at the hotel front desk. We told them that we were not sure of the value of the package they were giving us and that we wanted to snorkel. We had already had another excursion to Dunn's river so that was not a priority for us. We said we wanted a discount or refund. She said the marketing director was not willing to give us any discount or refund.
Upon check out on June 3, our package was a plastic bag with one Chukka t-shirt and one nylon Chukka crossbody bag.
We took 3 other tours with the company Amstar and they were on time and more enjoyable.
I would suggest the Dreamer Catamaran Snorkel and party boat. They were on-time, fun, and the snorkel sight was better.
No one wants to spend their day on the phone or waiting to do something fun on vacation. This could have been a rare mishap, but would you want this to happen to you?
Don't choose this tour!
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