Shoretrips

The complainer is NOT THE CONSUMERit is my understanding that the Revdex.com is a business to consumer organization.In this case the complainer is a business working under the name:Agency Cruise Planners ***.***@cruiseplanners.comCruise Planners Username: 1510014We have discussed this problem with the owners of the host agency, Cruise Planners, as she is an independent travel consultantShe is not the consumerShe did not attend the excursionsI feel it is inappropriate for the Revdex.com to be involved in this problem for the above reason.We seem to receive the same responses from the complainer who made the bookings herself online after reading the descriptions and after much communicationShe takes no responsibility for booking these excursions

Thank you for reaching out to ShoreTrips.We are well aware of this issue with this travel agentShe requested excursions from ShoreTrips and began working on this in the fall of We did not hear from *** until the beginning of this year.The first excursion in dispute is the
following: MEXICAN STYLE TEQUILA TASTINGThis tour includes: • Round trip transportation from the cruise ship pier • Tequila Tasting Enjoy minutes of lively discussion about the mythology, history, customs and fabrication of the powerful beverages of Mexico, Mezcal and tequilaThe tasting will take place in a relaxed environment at a well-known restaurant done by a “Master of Tequilas”Tequila & Mezcal Customs Includes consumption of generous “Caballitos” of four fine tequilas and one “Jarrito” of Mezcal, all selected from a collection of Tequilas and MezcalsThis Tequila Tastings are conducted by an in-house Instructor and Tequila Master, an International authority on Mezcal and Tequila As we are very accustomed to customization of our tours, we are conscious of our detailsNowhere in this description do we include dinnerThe group did have snacks at the tequila tasting, including ceviche and guacamole and chips, but no dinner was purchased, mentioned, or delivered. The second tour is more complicatedSNORKEL THE SOUTHERN SHOREThis Tour Includes: • Round trip transportation from the cruise pier • Local guide • Use of snorkel equipment • Snorkel at Santa Maria beach • Transfer to second snorkel location (in vehicle) • Snorkel at Chileno Bay • Refreshments and snack Cabo San Lucas is a world-renowned snorkeling destination, and you don't have to travel far from the shore to experience what all the talk is about! The sea is teeming with a colorful array of marine life and coral formations begging to be exploredWe'll visit two different beaches that will introduce you to different features Cabo is known forBeginning with the Santa Maria beach, you will get a brief safety instruction, as well as a lesson on snorkeling from the shoreYou will have approximately minutes to explore before we head to our next locationNext, we are headed to Chileno Bay--a local favorite spotWith tidal pools and shallow waters, this is a great snorkeling spotWith the help of your guide, you will see an array of tropical fish, starfish, and maybe even sea turtles! The ship this group was arriving on was in port on day only until 1:00pmThis is a tender port requiring a small boat from the pier to the large cruise ship which takes timeWe like to complete our excursions no later than minutes before the ship departs the port, which would be 12:noon***, who was in constant contact with this agent, realized that the original excursion booked by catamaran would not return in timeShe offered a private boat that we work with but the agent said it was too costlyUltimately we offered a snorkel trip that would be done through use of vehicles that would take the group to beaches known for their shallow healthy reefsI have many emails between *** and *** including the email where *** thanks *** for all her work and she accepted this changeOur partners in Cabo said that most of the group were uninformed that the trip had been switched from a catamaran to a beach snorkel experience, and of course they complained This travel agent did all the bookings online herself from her group page which was published by *** after many conversationsShe saw both trip descriptions and booked them as they were written aboveShe did not notify her group of the experiences themselves nor of the changesShe has taken no responsibility for this and badgered my staff and insulted themHer claims are unfounded and I see this attempt as a way to absolve herself of responsibility to her clients and make ShoreTrips the one at fault. But because we heard from the vendors in both cases that the guests arrived confused and misguided, and as we had no contact with them but only the agent, it stands to reason that the agent did not communicate the information to her clients. I have many many emails to substantiate this informationI did email *** and am including a string of emails between *** and *** that refer to both excursions. Dear ***, I have reviewed all the emails and the tour descriptionsI believe there were misunderstandings as you began working on this group with ***You did talk about dinner with the tequila tasting but in several instances *** did not hear back from you after activating the group page There were originally excursions on that page, one for each dayAfter correspondence between you and ***, including your appreciation to *** for catching the fact that the catamaran would not return on time for the ship departure, we added the third snorkel option for you to approve, which you did by email These descriptions are very simpleThese are the tour descriptions that you booked directly yourself online. Clearly there was confusion about the addition of dinner, particularly as I reviewed an email that explained that the dinner alone would take between 2-hours plus the transportation time back and forth and the tequila tastingThe information for this tour that was on the group page and purchased by you showed a total length of hours, so it would be impossible to include a dinnerWhenever we work with dinner, we find that we would need a fair amount of back and forth for a menu, beverages, and it would include gratuitiesThe trip we showed mentioned none of that nor did the subject of the optional dinner come up again The second excursion was the catamaran issueI have a series of emails between you and *** which began when she reached out to tell you that this catamaran, as well as the other boats in the marina, do not return in time for your group to tender back to their ship for the departureI will include them below: On Fri, Apr 10:52:-0500, *** *** wrote: Hi *** So, we’re running into a bit of an issue with this catamaran tourThe operator did not check the times before confirming them and with the ship departing at 1:00pm that day, the departure time will not work for the groupThe last tender will be at 12:00pm so it’s just not possible to get that tour to run and get everyone back on timeI have tried what I can to get it moved around but it’s just not possible to get them to run a tour early enough to get them back. We do have other boats that we work with in Cabo, would you like to me to look into another sailing option or would they possibly be interested in some other type of excursion? We have a kayak and snorkel tour which will work with their itinerary? Let me know what you think and I’m so sorry for the late response on thisThanks, *** From: *** *** [mailto:***.***] Sent: Friday, April 7, 10:AM To: *** *** Subject: RE: Some last questions! Hi ***, yes please, if you could look into another boat that would be greatI don't think kayaks would work, because some of the guests are older, unless it's like those double kayaks with a deck? The price would have to be the sameThanks! *** Sent: Tuesday, April 11, 8:AM To: '*** ***' Subject: RE: Some last questions! Working on this, be back to you shortly! Thanks, *** On Wed, Apr 11:41:-0500, *** *** wrote: I think we have a solution!!! I will get back to you asap with the updatesThanks, *** Sent: Wednesday, April 12, 11:AM To: *** *** Subject: RE: Some last questions! yay!!!! *** *** From: *** *** [mailto:***.*** Sent: Wednesday, April 12, 11:AM To: *** *** Subject: RE: Some last questions! Is there anything a little special about this one that I can sell it to them with? Also, I know you've been consumed with the snorkeling tour, but did you ever get any info about the food with the tequila tasting? My group leader is worried everyone will get drunk, lol! *** *** On Wed, Apr 13:08:-0500, *** *** wrote: I have moved the bookings over to the updated snorkel tourShe has agreed to run this privately for the groupI’m still waiting to see if there is something custom/special we can doThanks, *** Sent: Wednesday, April 12, 2:PM To: *** *** Subject: RE: Some last questions! Awesome! Thanks for all your hard work on this!!!! *** *** To: *** *** Subject: RE: Some last questions! Thank YOU for your patience and understanding on this ? Thanks, *** In regard to the concern about some food with the tequila tasting, the property added ceviche and some snacks as well while the group tasted the tequilasThey were back at the ship, or at least the marina, well before dinner timeFor the snorkel trip many in the group arrived into the port that morning unaware that there had been a total change of venue from a boat to a shore snorkelThe price was several dollars less and this excursion is one that we have on our site also and have been selling for many yearsAs it is not dependent on a boat, many folks like itI am very sorry if we disappointed your groupWe are quite clear with our emails and the detailsI am not sure where the confusion came from but I do believe that we did deliver as we describedI also want to thank you for waiting until I returned*** has my full trust to handle these decisions but as you seemed very upset and wanted us to act quickly without time to do the research, she felt uncomfortableVery sincerely, *** I appreciate the way the Revdex.com contacts both sides when there is a disagreementWe do the same thing and I have communication with our partners in Cabo from the period of planning these excursions to their comments after the group departed that I could share if you wish. *** ***

The complainer is NOT THE CONSUMER. it is my understanding that the Revdex.com is a business to consumer organization.In this case the complainer is a business working under the name:Agency Cruise Planners [redacted].[redacted]@cruiseplanners.comCruise Planners Username: 1510014We have discussed this problem with the owners of the host agency, Cruise Planners, as she is an independent travel consultant. She is not the consumer. She did not attend the excursions. I feel it is inappropriate for the Revdex.com to be involved in this problem for the above reason.We seem to receive the same responses from the complainer who made the bookings herself online after reading the descriptions and after much communication. She takes no responsibility for booking these excursions.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]As my clients' travel agent, it is my responsibility to help them resolve any customer service issues.  I would never just abandon my client and make them do this all themselves.  This could have easily been between two businesses if Shore Trips representatives would have spoken with me, accepted my phone calls, or responded to any of my emails.  None of their representatives, including the owner will speak to me about this complaint.  None of them have ever spoken to me about the complaint or asked me any questions about it, or asked for any statements from my clients.There was never any change to the tequila/dinner tour.  It was always supposed to include dinner.While I did thank [redacted] for finally coming up with a solution to the catamaran tour, the solution was unacceptable, and should have been resolved three months prior to when she actually did any work on it.  It was her fault in the first place for the incorrect timing of the first tour, and failing to confirm the timing with that operator.  They created the entire situation with the snorkeling tour.  I asked [redacted] multiple times far in advance of the tour to confirm the timing.  I have my questioning of this in writing.  She completely failed to confirm it.I posed many questions about these trips prior to departure, which [redacted] consistently failed to answer/clarify, which I have pointed out to Shore Trips also.  In 20/20 hindsight, I should have cancelled both tours and went with another company back in January when I was questioning these details, and [redacted] would only say that she was 'working' on it, and would not let me talk to anyone else about my tours.  She knew about all of these questions in January and did nothing about them.Shore Trips also owes my client a refund at the very least of the difference between the catamaran snorkeling tour and the beach snorkeling tour, which again, they have failed to tell me what that difference is, although they have acknowledged that there is one, and have refused to talk with me about that also.My clients' group leader did know about the snorkeling changes and had the new voucher with all of the new information.  I went over it all with her the night before their cruise left, which was all the time Shore Trips gave me to let them know about the change.  It doesn't matter that she did not get the chance to tell everyone about that change.  If the tour had been acceptable, then they would have been fine with it.  But, the operator did not meet them in the designated spot on the voucher.  They only got to go to one beach.  They did not get refreshments and beverages.  The beach was trashy and unsafe in spots.  Just on those points alone, they should get a refund.  Regards,
[redacted]

I am a seasoned traveler taking numerous cruises and travel overseas numerous times. I have used Shore trips in the past and have been pleased with the services provided and the value for my money. HOwever on a recent trip to Hondurus I had an excursion booked with Shore trips and it has prompted me to write this review. I dont normally write reviews however on Shore Trips website it does not allow you to write a review. You only see positive reviews. Back to my situation.. we were advised by the ship captain that there was unsafe conditions in Roatan and reported armed robberies. We telephoned our contact the night before our excursion. We were told the guide would meet us by 6:30 am the next day. The next day the guide did not show and when showing our paper to other guides they attempted to reach him and were unable to reach him and left messages for him. By 7:15 am when the tour guides were unable to reach him we were no longer comfortable going on the excursion. We have been in contact via email several times with [redacted](one of the owners) of Shore trips who has displayed poor customer service (I have the emails and can provide proof) that is if she decides to return your email. MY reivew is...BUYER BEWARE! if your excursion does not encounter problems you will probably be satisfied with them. However, if our excursions encounters problems, DO NOT expect satisfactory customer service from the owner, [redacted] For this reason I must provide ShoreTrips with a negative and less than satisfactory rating