Miami to Key West Day Trip with Activities

Hello!! The Glass bottom boat is an activity carried out in Key West and carried out by a local company, not by us. We sell the combo, to make things easier for the passengers, the tour guide explains to them during the trip, accompanies them to the place, and helps them check-in. That day was canceled for the provider on the same day so we could not notify you before. Anyway, in the Glass Bottom Boat, you do not submerge and in the case of snorkeling, you can take the boat ride for 3 hours (the Glass Bottom Boat is 2 hours), and enjoy free alcoholic beverages that the Glass Bottom Boat does not offer them. I understand your frustration, but for the same price, you were upgraded to a 3-hour boat ride instead of 2 and with free drinks that you didn't have in the other activity. Truly, there are things that we do not handle and we can only try to find the best solution at the moment and I think that in this case, despite not having worn the right clothes, you were able to enjoy a pleasant and better boat ride. On the other hand, the contacts are not a problem, you can snorkel with them since the company provides you with the equipment, including goggles. Thank you for sharing your comment.

Just as you are not used to making negative criticism, we are not used to speaking in a harsh way but what you are saying is not true. Unfortunately the Viator system does not allow us to attach the photo taken at 7:44 AM that shows the front of the REGENCY HOTEL where you had to be at 7:30 AM, not Renascence as you have written, that is, 14 minutes later, you had not yet arrived. I don't think it's fair that more than 50 passengers have to wait for 3 who hadn't been on time at the first agreed hotel (Marco Polo Hotel at 6 AM). You had more than 70 - 80 min to do 20 miles, it is more than enough at that time of the morning where the traffic is very fluid. On the other hand, at departure time, the telephone line is always active, besides, you had already communicated with the guide who gave you the opportunity to go to our last pick up so that you could travel, and who called you from the Regency hotel to see where they came from and you did not answer. I deeply regret the tenor of the response, but I cannot leave an unreal, unprofessional and irresponsible image of the company when the truth is not being told, it is not about PATIENCE, as you say, it is about respect for all passengers , mainly to those who have been on time and are waiting more than 15 minutes for those who arrive late. It is a regular tour, shared by many people, and you have to respect everyone. Once again, I want to make it clear that we have the photos of the pick up location 14 minutes after the time it should be, but unfortunately the system does not give the possibility of attaching it. I take this opportunity to suggest to Viator that evidence can be attached by this means. It would be fairer for everyone.