It's not just about refund.. I got the Nautilus is really not good in returning money/giving…read morerefunds.. but I had the feeling they are indeed not truthful.
I want to be as accurate and fair as possible. Me and my wife booked the trip Whales, Mobulas, Orcas and More to the end of July, beginning of August (25th July to 1st August).
We saw a lot of marine life and it was precious: sea lions (lots of them), risso dolphins, bottle nose dolphins, common dolphins, pilot whales, a couple mobulas, one silky shark, all above we could swim with them, mobulas once or twice but could not get much closer, bottle nose dolphins and pilot whales we could get really close and they were pretty interactive and curious about us. We also got to see one fin whale. No orcas or mobula pods. I got a bit disappointed but maybe I was getting it wrong, because I felt we had a pretty good chance of spotting them. But then I went on reading again the informative notes of the trip that is Called "Whales, Mobulas, Orcas and more!" It states that there is no guarantee that orcas will be seen but they sell it as very likely " Orcas are actually present year-round, but their numbers become more noticeable starting in January, with peak activity in July and August, when they are frequently encountered for up to 20 days each month. " I made my own research online and by other sites and more straightforward companies they do say Orcas encounters are considered rare sightings. So I thought the brochure and texts misleading even thought they say orcas are not guaranteed they make you think of it a lot. For instance, the picture of the trip on the site is a couple orcas..
In the material they also say:
"You might have heard that the best place to see the mobulas is in the triangle between Espiritu Santo, Carpenter Rock on the west side of Cerralvo, and Las Ventanas on Baja. We are seeing animals like never before and will take you to where a mama blue whale and calf might be waiting for you, or humpback whales, whale sharks, cow nose rays, and hundreds of dolphins. Be patient, as it might take ten splashes for the mobulas to allow snorkelers and freedivers into the middle of the pack, but you'll be rewarded with truly spectacular encounters."
I do not know if the end of July is really less bright with the marine life they say, but we could barely see one mobula each time..just one splash every hour or so on our safaris that we could not try do dive along with them. One thing is for sure, they do oversell a lot what you will see, and confuse deliberately the terms "might see" and "will see".
They also go on saying "We are confident that you will have great encounters with schools of mobula rays..." should be more controlled here since we saw a couple of mobulas and not in schools, I guess the students were on vacation already. And they also say "Whale sharks are spotted on almost every trip. " also not an animal we saw in this trip.
They also include safety of the guests as one of the top priorities, and say "With extensive knowledge of the region, our crew specializes in observing and understanding marine life, ensuring you make the most of your time on the water". Well, there was a fortunate that became unfortunate encounter with a silky shark. We were in a party of 10 people, some of us, I believe 4, got the chance to swim down and get a closer look at the female shark, but we were indeed respectful, not chasing her around and letting her be. Our guide was excited by that and he wanted to get a closer look at the shark too, however we could see he was approaching her and chasing her too aggressively, swimming directly toward her, swimming rapidly. She was clearly distressed and at some point started making sudden sharp curves and moves, I later discovered it was a display of aggressive behaviour, at some point she even on swimming towards my wife that extended her arm and touched the top of the shark's head as she had seen some divers do to redirect sharks. That could have been an awful accident and mostly due to lack of knowledge of our guide. I think the company should have better animal behaviour training with the staff, specially the guide, who was there to guarantee our safety.
For last, this maybe my fault but I had a bad experience with it. I am from Brazil and we do not usually tip for anything except in restaurants and it already comes in the bill. So, for a trip in dollars, that was a little out of our budget (but since it was a dream to see orcas in the wild we did the effort) it was hard to only find at the last they the crew was expecting a 300 to 400 dollars tip per person it was embarrassing and awkward. We did not have that kind of money, and clearly the crew was unsatisfied with our tipping.