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Sophia Z
Disappointing Snorkeling Experience
Tangatours的点评
点评：We were really looking forward to this snorkeling experience and planned a day trip to Tangalooma because our daughter loves marine life had been excited about it for weeks. Unfortunately, despite being consistently comfortable in the pool, as soon as we entered the water she became frightened, which is understandable for a first-time snorkeler. Instead of helping her gain confidence, our guide repeatedly encouraged us to return to the boat, without providing any other options, and we were back within a minute. Shortly after, we watched another guide from the same boat patiently support other nervous children using a life ring for a most the entire trip. Our daughter was never offered the same opportunity. Had she been given the same support, we believe we would have been able to participate. Instead, she missed out on an experience she had been looking forward to, and the rest of our family missed out as well because we stayed with her on the boat.
What disappointed us even more was the response after we raised our concerns. The investigation claimed that “the skippers repetitively invited you to join the tour” and that “your guide had someone hold onto her orange life ring.” Neither of these statements is true. In fact, after getting on the boat, I was the one that asked the skipper if there is any chance we could re-join the tour if my daughter feels more comfortable, and after that we had zero communication. It was another guide that had people (the children I mentioned earlier) hold onto her life ring, and we had not seen anyone holding onto our guide’s life ring for as long as we were watching.
During the pre-tour briefing, we were told everyone could hold onto an orange ring that’s attached to a rope should they wish to, but I never saw it during the tour, only the single life ring that each guide is holding and I had thought it might be for emergencies only. It was only later, after speaking with customer service, that I was told there was a separate orange ring attached to a rope. If that safety equipment existed but was never presented or used during our tour, it only highlights how confusing the briefing was.
We understand that safety comes first, but we also expect an honest and accurate review of what happened. Rather than acknowledging our concerns, the investigation included statements that do not reflect our experience, leaving us deeply disappointed not only with the snorkeling experience itself, but also with how our complaint was handled.
What disappointed us even more was the response after we raised our concerns. The investigation claimed that “the skippers repetitively invited you to join the tour” and that “your guide had someone hold onto her orange life ring.” Neither of these statements is true. In fact, after getting on the boat, I was the one that asked the skipper if there is any chance we could re-join the tour if my daughter feels more comfortable, and after that we had zero communication. It was another guide that had people (the children I mentioned earlier) hold onto her life ring, and we had not seen anyone holding onto our guide’s life ring for as long as we were watching.
During the pre-tour briefing, we were told everyone could hold onto an orange ring that’s attached to a rope should they wish to, but I never saw it during the tour, only the single life ring that each guide is holding and I had thought it might be for emergencies only. It was only later, after speaking with customer service, that I was told there was a separate orange ring attached to a rope. If that safety equipment existed but was never presented or used during our tour, it only highlights how confusing the briefing was.
We understand that safety comes first, but we also expect an honest and accurate review of what happened. Rather than acknowledging our concerns, the investigation included statements that do not reflect our experience, leaving us deeply disappointed not only with the snorkeling experience itself, but also with how our complaint was handled.
翻译：我们一直十分期待这次浮潜体验，还特意安排了前往坦加卢玛的一日游，因为我们的女儿酷爱海洋生物，好几个星期以来都为此兴奋不已。可惜的是，虽然她在游泳池里游泳时一直表现得很自如，但一入水便显得十分害怕——对于第一次浮潜的人来说，这也完全可以理解。我们的向导非但没有帮助她建立自信，反而一再催促我们返回船上，也没有给出任何其他解决办法。我们不到一分钟就返回了。没过多久，我们看到同一条船上的另一位向导耐心地用救生圈来帮助其他紧张不安的孩子们，而且几乎整个旅程都是如此。我们的女儿却从未得到过同样的帮助。我们认为，如果当时她也能得到那样的帮助，我们全家就能一起参与活动了。然而事与愿违，她错过了自己一直期待的体验，而我们全家也因为要陪在她身边而错失了这个机会。更让我们失望的是，提出担忧之后得到的回应。调查称“船长多次邀请您参加游览”，还称“您的导游让别人帮她拿着橙色的救生圈”。这两点说法都不符合事实。事实上，上船后是我询问船长：如果我女儿觉得更安心的话，我们是否还有机会重新加入游览？此后我们就再也没有任何交流了。另一位导游则让游客们（就是我前面提到的那些孩子）抓住她手里的救生圈；而在我们观看的整个过程中，却从未见到有人去抓我们那位导游手中的救生圈。
在游览前的说明会上，我们被告知如果愿意的话，每个人都可以抓住系在绳子上的橙色圈圈，但在整个游览过程中我始终没见到有人去碰那个圈圈，只看到每位导游手里都拿着一个救生圈，因此我原以为那个救生圈仅供紧急情况使用。直到后来……在与客服人员沟通后，我得知其实有一个橙色的圆环是系在绳子上的。如果这种安全设备确实存在，但却从未在我们游览过程中被展示或使用过，这只能说明当时的安全说明有多么令人困惑。
我们明白安全至关重要，但也期望能对发生的事情做出诚实且准确的说明。然而，调查结果中却出现了一些与我们的实际经历不符的描述，而非正视我们所提出的疑虑。这让我们深感失望——不仅是因为浮潜体验糟糕，还因为我们的投诉没有得到妥善处理。
在游览前的说明会上，我们被告知如果愿意的话，每个人都可以抓住系在绳子上的橙色圈圈，但在整个游览过程中我始终没见到有人去碰那个圈圈，只看到每位导游手里都拿着一个救生圈，因此我原以为那个救生圈仅供紧急情况使用。直到后来……在与客服人员沟通后，我得知其实有一个橙色的圆环是系在绳子上的。如果这种安全设备确实存在，但却从未在我们游览过程中被展示或使用过，这只能说明当时的安全说明有多么令人困惑。
我们明白安全至关重要，但也期望能对发生的事情做出诚实且准确的说明。然而，调查结果中却出现了一些与我们的实际经历不符的描述，而非正视我们所提出的疑虑。这让我们深感失望——不仅是因为浮潜体验糟糕，还因为我们的投诉没有得到妥善处理。
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