We make courtesy calls to our guests who have not checked in yet when it is closer to tour time. When we spoke to you, you informed us that you were going to be 3 minutes late. Our tours do have to leave on time, so we fully explained to you that we can't guarantee that the boat will still be here when you arrive. You arrived 6 minutes later than the scheduled tour time and the boat had already left the dock. We could have rescheduled you out of courtesy, but you didn't attempt to walk up to the office or reach out to us by phone. You left the dock shortly after.
All of our staff members are required to follow company regulations. The tours must leave on time in order for all of our guests to receive their full tour time. We have four scheduled tours a day and in order to stay on time, we must proceed on time, so the tours do no overlap. Our company does have a 24-hour policy for rescheduling and refunds depending on the circumstance, but out of courtesy, we could have rescheduled you for the next available tour time. We always recommend that our guests who are driving themselves out to the dock to plan to arrive early just to be safe, so that they don't miss their tour. Our dock is about 30-40 minutes from the city and we also offer roundtrip transportation for a fee of $23 per person.