Cancelled our reservation without notice
We felt disappointed with the company. We had not the chance of actually sharing the experience itself because the company had cancelled it without prior notice. Specifically, although we had exchanged emails arranging details, the company sent us an email 2 days before the date of reservation for pre-payment in advance a deposit. We could not answer and pay immediately the same day due to our transport. When we tried to do so the next day, we could not realise the payment through the link, we called him and he told us that he had already cancelled our reservation because of high season with others. However, he had not sent us any email for notifying us and we were obliged last moment to see how we could find another boat. Very rude also in phone communication.
Dear VLASSI PUBLICATIONS,
Thank you for your feedback. We are sincerely sorry that your experience with our company did not meet expectations, and we apologize for any inconvenience. Transparency is one of our core values, so we would like to present a detailed timeline of our correspondence regarding your inquiry for a private boat trip.
- August 8th: We received your initial inquiry for a boat tour in Dubrovnik for August 19th.
- August 10th: We replied, confirming the boat's availability.
- August 12th & 13th: We exchanged several emails, providing a detailed offer for your excursion, including pricing and itinerary options to the Elafiti Islands. On August 13th, you asked us to "save the date" and mentioned you would get back to us.
- August 17th: After a few days, we received your final confirmation for the tour. The communication that followed was very prompt: at 11:35 AM you confirmed your interest in a half-day tour, we replied at 11:53 AM, and you quickly responded at 11:58 AM.
- August 17th, 12:12 PM: Immediately after, we sent the final email to finalize the booking. This email requested two critical pieces of information: the total number of passengers (required for the official voucher) and a deposit to confirm your reservation. This final and most crucial email received no reply.
As you know, August is the peak of the nautical season in Dubrovnik. The demand for skippered boat charters, boats, and licensed skippers is extremely high. Paying a deposit is a standard practice that formally confirms a Dubrovnik boat rental. This allows us to secure the boat and skipper exclusively for you.
Unfortunately, we received no reply to our last email, nor was the deposit paid. While your review mentions the payment link was not working, our secure payment system (teya.com) had no reported issues. Had you notified us of any technical difficulties, we would have gladly found another solution.
Without the required passenger information and deposit, the booking could not be finalized. As stated in our General Terms, "a booking becomes legally confirmed once the voucher or written confirmation is accepted". Since the reservation was never fully confirmed, the boat's availability for that time was automatically released due to high demand.
We sincerely regret any misunderstanding during our phone call. Our intention was to find a solution. Had we known the number of people in your group, we would have immediately offered an alternative boat for the same price to ensure you could still enjoy your day on the water. Unfortunately, we weren't given the opportunity to present these options, as the conversation focused on your frustration with our deposit request.
We hope this explanation provides a clearer picture.
Sincerely,
The Tendo Luxury Travel Team | Specialists in Dubrovnik Boat Charters