SeeTheWorld

Hi Nikola, I'm very sorry this booking did not got to plan, not least on a special occasion. We are an online booking site that lets you book trips and therefore we don't always have a reason contact you personally. Nonetheless, throughout the booking steps and confirmation process we provide details on how to get in touch with us, if you like to. In this instance, all the details of the timings for your trip were also provided to the supplier, in the confirmation we sent to them. Regrettably, they decided not to communicate to us, nor to you, that the timings of their trip had changed. We have investigated and fixed the broken confirmation map link we had on record for them, which only came to light as you were trying to get to the boat rather than before or back when we sent the confirmation details to you. Despite our frequent quality/update checks, we will learn from this situation. We will also be reviewing our process and our dealings with this supplier, going forwards. I very much hope that you can enjoy the rest of your trip on Mallorca and apologise on behalf of our team for this rare set of circumstances. If there's anything else we can do, please don't hesitate to contact us, by replying to any of the emails we sent you directly. Kind regards, Chris

Hi Raphael. Thank you for your feedback, I'm sorry our service hasn't worked as you might have expected this time. I can see something hasn't gone quite right with your booking and therefore your card won't have been charged. I can assure you we remain on hand to resolve these sorts of issues in person and we will reply to your direct contact with us separately. I will investigate thoroughly what caused the issue when I can contact both the supplier and our bookings team. However, you would definitely never pay more than the "official" price with us normally. I will work to make sure this situation doesn't occur again. Please accept my apologies for the inconvenience caused. Regards Chris

Hi Shashank

Thank you for getting in touch and bringing these issues to our attention. I am sorry your experience was not as had been intended. We understand you have also been in contact directly with the supplier which our platform connected you with. I have also emailed you directly to make sure we have followed this up properly with you.

Generally, the reviews this supplier and trip receive are very positive.

I have carried out some investigations and we will be addressing the way your booking was handled on this occasion, which seems not to have met our usual high standards. Your confirmation email should have been sent by the supplier sooner in normal circumstances. I have also raised with the supplier that you were not provided with drinks or waterproof phone cases or cameras.

The main part of the trip, however, does seem to have been delivered correctly, as described on our pages as well as on the supplier's website. It is a trip of up to 2 hours on the launch boat, with a 15 or 30 minute flyboard session in the water (depending on the option booked).

Once again, I apologise that this trip did not go as smoothly as we would have liked.

Kind regards,

Nathalie