Tour with stop for swimming in Valencia

We were a bit...

We were a bit disappointed at the amount of time spent on the catamaran it was about 1 hour long and the swim stop was really short 10 mins max we expected it to be longer for the money payed

via Viator

Refund or any other solution since I didn't got what I paid for, a stop for swimming.

My family and I paid extra for the version of this boat tour that promised a swimming stop midway througt, a different, pricier ticket than the basic ride. That stop simply didn't happen. From the moment we set off, the crew hinted the swim break was uncertain, and the boat's unhurried pace throughout the trip suggested they already had a good idea it wasn't going to happen. None of this was flagged anywhere during booking, not on the site, not in any confirmation email. And once it became clear the stop was off, nobody stepped in to offer a downgrade, a rescheduled date, or any money back. The main issue is that this company sells two separate tickets for the exact same route, one plain, one with the swimming stop added on. That swimming stop is the whole reason the pricier ticket exists. So when it gets cut and you're left with the same experience as someone who paid less, the fair outcome is getting that price difference back, or being allowed to rebook for a date when the stop actually happens. Neither was offered to us. Their cancellation policy, as it turns out, only applies refunds when the entire tour is called off, not when part of what you paid for is dropped. We brought this up with the staff, their response was that the price covers a 1h30m boat ride, full stop, and since we got that, there was nothing to refund. At no point did anyone suggest to contact customer support online or propose any kind of resolution. On top of that, smoking is supposed to be prohibited on board, yet two staff members smoked during the trip.

Response from the operator: Gracias por compartir su experiencia. Lamentamos que la excursión no haya cumplido sus expectativas. Nos gustaría aclarar un punto importante: la tarifa de la experiencia con parada de baño no corresponde a una ruta de 1 hora con un suplemento por el baño, sino a una **excursión de 1 hora y 30 minutos**, por lo que su precio es superior al de la excursión básica de 1 hora. En su caso, la excursión tuvo la duración completa de 1 hora y 30 minutos. La parada para el baño está condicionada a las circunstancias del día. En esta ocasión, debido a **condiciones climáticas adversas y por motivos de seguridad**, la tripulación decidió no realizarla. La seguridad de nuestros pasajeros y de nuestro equipo es siempre nuestra prioridad, y cuando las condiciones no son adecuadas, no podemos realizar una parada de baño aunque esté incluida en la experiencia contratada. Entendemos, no obstante, su decepción al no poder disfrutar de esta parte de la experiencia. Sentimos que la información y las alternativas ofrecidas por nuestro equipo durante la excursión no fueran suficientes para usted. Respecto al comentario sobre el tabaco, tomamos muy en serio el cumplimiento de nuestras normas a bordo y revisaremos internamente lo ocurrido. Agradecemos sus comentarios, ya que nos ayudan a mejorar tanto la comunicación previa como la experiencia de nuestros pasajeros.

via Tripadvisor

Paid for the swimming stop, didn't get it, no refund offered

We booked online, choosing the version of the trip that includes the swimming stop. It costs more than the same route without it. The stop never happened. We were told at the start of the trip that it might not go ahead, and the boat sailed slowly the whole way. So the conditions were known before we left. Nothing was said on the booking page or by email, and we were never offered the cheaper ticket, another date, or a refund. If a company charges two different prices for the same route, the swimming stop is something you paid for, not an optional detail. When it doesn't happen, the price difference should come back. It wasn't offered, and their terms only cover refunds if the whole trip is cancelled. The crew and the trip itself were fine. Check before you pay the premium.

Response from the operator: Thank you for taking the time to share your feedback. We are sorry that the experience did not meet your expectations. We would like to clarify an important point regarding the different ticket options. The higher price is **not simply a supplement for the swimming stop**. The swimming experience is part of the **1.5-hour tour**, while the basic option is a **1-hour tour**, which is why the two tickets have different prices. In your case, the boat trip lasted the full 1.5 hours that was booked. The swimming stop is subject to weather and sea conditions. On this occasion, due to **adverse weather conditions and, above all, safety considerations**, the crew decided that it was not safe to carry out the swimming stop. Although we understand that this was disappointing, the safety of our passengers and crew must always come first. We also understand your point regarding the information provided before the trip and will take your comments into consideration to make these circumstances clearer during the booking process. We are pleased to hear that you found the crew and the rest of the trip satisfactory, and we appreciate your feedback as it helps us improve the communication and overall experience for our guests.

via Tripadvisor

Disappointing

We found it very disappointing. Just whole lot of people (total capacity is 104) on a catamaran. You sail abit out but still in the port. Then get to jump off which is fun and then go back. Not worth the amount of money they charge. Staff could be happier and make it more fun but they are silent and doing their routine.

via Viator

Meh

The price is good for the opportunity to swim in the sea and being on the catamaran. However, the guides were not really saying anything, there was no interaction with us, and they didn't share any information about Valencia or the coast. I was expecting to learn a bit more about the port or the marina or Valencia.

Response from the operator: Thank you for sharing your feedback. We’re glad you enjoyed the opportunity to swim in the sea and found the experience good value. We’re sorry, however, that the experience lacked the interaction and information you were expecting. We understand that learning more about Valencia, the port, marina and coastline can make the trip much more enriching. We’ll share your comments with our team so we can improve the guidance and engagement during the sailing. We hope to welcome you back and provide a more complete experience next time.

via Tripadvisor