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I generally hold back when writing a review of poor service or products. In this case I have waited almost 10 days just to check that my initial disappointment and frustration was appropriate. I believe it is.
We booked a full day on the "Reef" with Calypso. We researched and concluded that they offer the best experience of the tours departing from Port Douglas. We booked on 4 November for a tour on Sunday 29 January 2023. This was to be our last day in Queensland before returning to Sydney and then on to home in the UK.
At about 3pm on Saturday 28 January I received a phone call telling me that our tour had been cancelled. They offered us an alternative on Monday (the day we were flying) but no other help other than mention the names of 2 other local operators. I asked if the cancellation was weather related only to be told "there are only 8 customers". I checked with the other operators and none had spaces or they were not running.
Shortly afterwards I asked them, via their web page chat, if this (8 customers) was a safety issue or a commercial issue. I was told it was commercial.
I checked their terms and conditions and they do reserve the right to cancel for ANY reason.
So we didn't get to snorkel on the Reef which was meant to be a highlight of our Queensland tour.
A few days before I received an email telling me to get ready for the tour......
If they had the decency at that stage to cancel we may have been able to book elsewhere but leaving the cancellation to 16 hours before departure is an appalling attitude to customer service. Additionally to operate a business which clearly leaves the risk of cancellation due to lack of numbers with their customers is just dreadful.
I am very sure that the tour would have been great but given our experience I would not book with Calypso again and I would advise others to consider using another tour operator.
We were very, very disappointed as the chance of us being in Port Douglas again is very slim.
WHAT A VERY POOR SERVICE!!!! - via 