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• Poor communication and ignoring messages

  Abigail K,2026年6月2日

  - Review from Viator

  2.00

  We were disappointed with multiple aspects of this tour. 1. We were disappointed the tour left 30 minutes late due to one person arriving late, meaning we lost time 2. At our first stop we returned to the boat at the allocated time, however the rest of the group who had a tour guide with them did not come back for another 30 minutes, meaning we lost 30 minutes of this activity 3. We did not go to secret lagoon as advertised on the tour, instead going to a cave on the beach we had lunch at 4. We were not told that at lunch we would have another activity immediately after and as we had to swim to lunch we did not bring our bag with us, meaning we were unable to reapply suncream and got sunburnt due to poor communication 5. The itinerary on Viator and the email sent to me said we would visit Payong-Payong beach, however we never went here and instead only visited big lagoon, Shimizu island and seven commando beach. When we raised this to the tour company they said it was due to Payong-Payong beach docking regulations, however this is false as at the start of our tour our guide told us we would go to only one of Shimizu island or Payong-paying, despite the itinerary saying both. 6. We returned back at 16:00 when the tour was supposed to last 8.5 hours and we did not leave until 9am, meaning the tour was 1 hour and 30 minutes less than advertised Due to this we feel we lost two hours of tour time and did not visit all the locations as promised so are very disappointed and would like to ask for a partial refund. I contacted the company to discuss this to which they ignored the fact we returned an hour early, lied about us visiting additional locations, claimed it was only a “minor delay” waiting for another guest despite this being 30 minutes. I have then since tried to reply to them twice and have been ignored for over a week. Very poor customer service and communication.