This review is for the Kayak and Swim with Manatees am Tour -- we went in December during Christmas week.
I'll talk 3 key points: 1. Customer expectations and service, 2. the tour itself / our guide, and 3. Recommendations to improve.
1. My husband and I booked online -- very simple, got the invoice and instructions in my email. We were able to sign our waiver and watch our two videos on manatee manners ahead of the tour time, which was extremely convenient.
When we arrived, we went to the front desk to check in. There was a younger girl and a curly haired guy sitting at the front desk. The girl was friendly and gave us initial instructions to get wristbands then head to get a wetsuit, which she assisted with.
However the other folks checking in were receiving a full brief from the other woman at the front desk (she mentioned she had an 11 year old, didn't catch her name either). We got none of that from our girl, which resulted in my confusion and having to walk back into the desk twice to ask questions about where we were getting the rest of our gear, when we were leaving etc.
The instructions make it very clear and very serious about the tour starting on time / your time on the water starting at the designated booking time. However, despite us being ready, the rest of our group was not, and that resulted in not getting to launch / on the water until 9 am. 30 minutes of our tour time lost.
2. The tour itself was great. Our guide was Julia, we give her 5 stars all around. I do have a recommendation toward #3 to make the tour better as a guide.
She worked hard to point out manatees and to orient our group appropriately. It wasn't super busy which was great; allowed us the leeway to swim around the entire Jurassic and house spring area. We saw quite a few while in the water and I personally had a mama and baby calf swim right by me! Great experience. Julia was knowledgeable and pointed out several things in the area / provided info on the manatees that was appropriate for the tour. Loved.
Unfortunately, there was a family with us that had two boys -- the boys were not abiding by the rules. They were consistently kicking in the water and despite multiple Lind corrections by Julia, their mother and father failed to correct them. The youngest boy consistently kept ramming into my kayak during the tour and even kicked my husband while swimming. Overall, wish we could have selected a private tour option because dealing with other families and their misbehaving children was not on my bucket list.
3. Recommendations to make this a 5 star wow-tour:
- the intake folks all need to have the same brief / give full instructions to guests. They shouldn't assume we'll figure it by herd mentality.
- weird thing but the wetsuit drop and goggles drop should be co-located? Odd they're in two separate places. Not only that, but maybe change the sign -- it states to check in with the front desk before dropping wetsuits, but when my husband did, the same girl from before was confused and just told him to go put it in the bin outside. Duh.
- allocate more time for guests to figure out their gear (wetsuit / sign in) or keep to your timeline / assertion in the email. If I'm paying for 2.5 hours I'd like to get 2.5 hours not 2 because the family of 4 was slow in the morning.
- guides should probably get names in the group as an ice breaker and a way to get folks' attention. Julia consistently was saying "hey sir" to one of the fathers in the group; could have helped the group break things up a bit too.
Overall, I would recommend this rental and tour place to others; would probably come back again but try a different time of year. I enjoyed myself but it wasn't an awe inspiring trip or experience for me today. Thanks! read more