Don't book with them
I took a cruise to the west caribbean for my honeymoon this past November. I had booked 3 excursions 1 in belize which had us waiting an hour before we started the bus broke down along the way and the ruins tours was horrible the tour guide spoke more about his grandfather than the Mayans 2. We ziplined in roatan the zipline great the zoo was stupid a few monkeys and two slothes nothing to rave about. But we waited over an hour for the driver to arrive. 3 snorkeling in cozumel with chac choc tours. We arrived at the marina at 1pm. There was no sign or form of directions where to meet the tour. We walked around looking for the meeting point. And found nothing. After an hour we left. I couldn't connect to the emergency number because I had no service or internet. When I got back on the ship I sent an email to venture ashore to let them know what happened with the snorkeling and that I needed a refund. They told me that the company is repertoire is good and they left at 1pm with 50ppl. I explained that we got there on time but had no directions for the meeting area at the marina. Venture ashore refused to refund that one tour and over looks the costumer. I would rather spend a little more money and book with the ship for their excursions at least I know that I will get my tour or my money back.
Reply from Venture Ashore
Thank you for your review.
We understand your concerns and appreciate the opportunity to address them. Regarding the tour in Cozumel, we discussed this with you, but we were not made aware of the other two tours significant delays or the bus breakdown you mentioned, when our customer service team first spoke with you. The Cozumel tour was a shared experience with more than 50 passengers, and the group needed to depart on time. Although the team waited until 1:05 p.m., they could not delay the tour further, as other guests were already on board and waiting.
Our vendor has confirmed that the meeting information is correct, as stated on the shore excursion voucher. While we understand that you are disappointed and had hoped for a refund, the vendor has advised that all other participants arrived without issue, and therefore they could not authorize one.
We truly regret that this situation led to a negative experience, as we never like to see our guests dissatisfied. Please know that we explored all options to try to resolve this for you, but we are unable to delay shared tours.