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The lady is nice until you remind her that they didn't keep up their end of the deal. She didn't take responsibility for what happened on a tour they organize and sell! We found out that the actual snorkeling time we had was less than 1 hour when our deal was for 1.5h and we told her this. She not interested in solving problems, customer service, hospitality. Instead her attitude was "I didn't make the instructor get out of the water early, I can't do anything. Don't complain, I already gave a discount to you in the beginning. All I can do is that you can go back". Well, she gave a $5 discount for 1.5h, not for less time, to begin with. Second, we were already out on the pier at that point, so with going to the reef and coming back, we would only have 10-15 minutes left, so what she "offered" was not worth it at all. The captain was aware of the situation but didn't say anything at the boat either, just accepted the situation, back in the tier and apologized.
The lady even tried to come out on top by saying " So what you are showing me now that I shouldn't give discounts any more" and "other shop asked for 60usd". Who said that we were going to pay them 60, anyway?
Very ugly and sly experience. - via 