Bonitadamadeira Reviews

Trip cancelled after 1 5hrs waiting due to battery failure horrible customer service

Unfortunately I cannot say anything good about the trip as we never went The trip to the Desertas got cancelled 2x due to weather conditions which I understand is not their fault However when we actually arrived to depart first we were standing at the wrong boat - nobody had informed us there were 2 so since we booked to go with Bonita da Madeira ofcourse we were waiting there This boat however was scheduled to depart later than the one we were meant to go with so if ours was not delayed we would not have made it in time to catch it since it was on the other side of the dock The lady there first told us it was strange the boat was delayed Together with the other travelers we waited Then one of the girls told us another 15 minutes - without further information After 30 minutes I went to the kiosk to ask the lady if she had any further information At that moment the lady was on the phone speaking with someone saying But the clients are already waiting 25 minutes yes I understand it is difficult to park with the event you have another 5 more minutes In Portuguese She then turned to us and said the boat was delayed due to a battery failure When I asked her if this was true since I heard her just say something else on the phone she quickly said ah no I was speaking to an employer for one of our other trips - the only other trip they have just left 10 minutes before So the story did not add up They told us they were trying to fix the battery but we did not see anyone on board Also what would they do if the battery failed once again whilst at sea or whilst at the Desertas islands We would stay the night there After 1 5 hours they told us the generator wasn t it the battery does not work and the trip is cancelled Please divert to the kiosk to reschedule or get a refund Meanwhile all guest had been waiting in the burning sun without being offered any water One of the guests had to ask for this later and kind of demand it Whilst customers were rescheduling getting a refund the employer they were waiting for arrived He was then quickly escorted away from the kiosk by another member of staff and they made him understand that some people spoke Portuguese so instead they told him loudly about the issue with the battery During the whole event the staff members were lacking empathy towards the clients Many of the clients were unable to get a refund on the spot as they had not booked directly and the ones that did received the amount minus 3 22 admin costs The problem is not the amount - it is the principle the customer should not have to pay anything in this case Nor were we offered compensation And when I sent them an e-mail regarding all of this no apology was ever offered nor was the 3 22 nor was a compensation I could reschedule my trip but I decided not to due to their lack of empathy and customer service skills I prefer to book somewhere else I never expected this but again it proofs that quantity in tourists does not guarantee quality clearly