Hi there. This was such an unusual situation we had. Full boat and big engine issue on the way to first pickup.
We had a choice to make. Modify the trip so that we could do several secluded beach stops, several snorkeling stops, a stop at stingray city and still get back to the hotels and cruise ship in time or CANCEL everyone last minute.
We chose the first option and did exactly that. Yes, we were slower. In fact, we arrived at stingray city at 10:36 am. I know this because as the boat arrived I had a call with Stingray City about their 200+ person cruise ship arrival that was coming on time just after 11.
Our exclusive time slot IN BETWEEN cruise ship guests arrivals is between 10 and 11. We were 36 minutes late and yes, that 36 minutes was taken up going slower than normal up the coast.
After doing the full stingray city excursion, we went to Great Bird island INSTEAD of going to Green Island. Regular full lunch on the beach there. People wanted to see the turtles that are often in the bay there so crew took some people snorkeling with turtles there. Then in the boat to a reef where they snorkeled again (third time for the day) on the reef north of Bird.
Then back on the boat and cruised down to the secluded Bush Bay where we were alone and had rum punch on the beach.
You're totally right about the brilliant crew who were tipped so generously that day. They pulled out all the stops to make sure that the engine issue didn't stop people from having a great day. However, as you've shown it doesn't always work when there's an issue. I'd have been upset also but I don't think I would have asked for money back. That being said, I told Nell, my sister in the office to offer 50% refund. I dunno how you booked or who you booked through, but please get in touch with our office at info@ company name .com and we will try to figure out your issue.
Now, I run my company in a way that makes sure we have new motors installed on the boats every 4 years and maintain them with full service once a month. Stuff goes wrong sometimes and for you to now want to do a full charge back with your credit card company in this situation is not cool.