We appreciate your feedback regarding your recent experience with us. We apologize for any inconvenience you faced during the tour. We understand your disappointment in not being able to swim with the whale sharks as anticipated.
It's important to note that interacting with wildlife, such as whale sharks, is inherently unpredictable. While we strive to provide the best opportunity for our guests to see and swim with these magnificent creatures, we cannot guarantee a 100% success rate due to the nature of their behavior and we told you from the beginning that there are not refunds for this reason, this is also stated in the description of the tour.
On the day of your tour, only four individuals had the opportunity to jump in and attempt to see the whale sharks up close. After their interaction, the whale sharks moved deeper into the water, making it challenging to provide further swimming opportunities for the group.
We can’t control the movement of these creatures, as they are wild and act according to their natural instincts.
Regarding the illness experienced by some members of the group, we regret that this occurred. Seasickness can unfortunately affect some individuals during boat tours, and we do provide assistance on board to help mitigate such instances.
In terms of the decision to wait an additional hour before returning to shore, this was likely done in the hopes that the whale sharks might resurface and provide another opportunity for interaction. However, we understand your perspective and will review our procedures to ensure better alignment with our guests' expectations.
Once again, we apologize for not meeting your expectations on this occasion. We value your feedback as it helps us make necessary improvements for a better experience for all our future guests. Thank you for bringing these concerns to our attention.