When it rains it pours and yesterday we saw the first instance of a Carnival ship, the Valor, unable to dock at Amber Cove due to weather conditions. Waves and debris washing into the ocean close to the ship lead to the captain deciding to abort docking attempts and sail away. We were very sorry for all the clients on board who had booked to do our 27 Waterfalls shore excursion. We received several calls and emails form passengers who were understandably very disappointed and frustrated not to be able to disembark to do the tour. An obvious worry for them was our policy on refunds if a ship is unable to dock, being such an unusual event I guess many people do not even consider the possibility so here is what we do.
Our regular terms and conditions state that tours cancelled by clients are non refundable, however for cruise ship passengers we understand that the ship not being able to dock is completely beyond their control so we refund in full less a US$10.00 per person fee to help cover costs. Everyone who contacted us from the Valor seemed more than happy with that arrangement and refunds were made the same day.
We obviously hope this does not happen again but wanted to reassure our clients that they would not be left too out of pocket if it did.
Our regular terms and conditions state that tours cancelled by clients are non refundable, however for cruise ship passengers we understand that the ship not being able to dock is completely beyond their control so we refund in full less a US$10.00 per person fee to help cover costs. Everyone who contacted us from the Valor seemed more than happy with that arrangement and refunds were made the same day.
We obviously hope this does not happen again but wanted to reassure our clients that they would not be left too out of pocket if it did.
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