下载App
资质规则
旅行
账户
Karen M
We Will Not Accept Unjustifiable Charges or the Disrespectful Treatment of Customers
Cabot Trail Guaranteed Whales Adventures的点评
点评：1/5 — Appalling Customer Service and an Unjustifiable Charge
Our experience with CABOT TRAIL GUARANTEED Whale Adventures
in Chéticamp was, without question, one of the worst examples of customer service we have ever encountered.
We needed to cancel our reservation and attempted to telephone repeatedly throughout the morning. No one answered, and their voicemail consisted solely of an outgoing message—with no option to leave a message. Because we were calling from our private home number, our calls would not have displayed identifying information in their call log.
My husband, who is a senior and has difficulty composing emails on his phone, emailed the company as soon as we returned home. He explained the situation clearly and advised that, through no fault of our own, the email was sent approximately 1½ hours beyond their 24-hour cancellation deadline.
The response was entirely devoid of understanding or basic common sense. Despite being told that we had tried repeatedly to contact them and that their own voicemail system made it impossible to leave a message, we were informed that our credit card would be charged—and it was. The charge is currently being disputed! Since we have all documentation.
Then, within minutes, we received an email stating that the very same whale tour had been cancelled by the company because of high winds.
To be perfectly clear: they charged us for cancelling slightly outside their deadline, even though we had tried unsuccessfully to reach them all morning, and then they cancelled the excursion themselves. They retained our money for a tour that they were not going to provide. We have the cancellation email and are now disputing the charge with our credit-card company.
Sadly, this was not our first disappointing experience with this business. On August 26, we drove three hours to Chéticamp for an anniversary whale tour, only to arrive and discover that it had been cancelled. No one contacted us beforehand to warn us about the rough sea conditions, despite having our reservation information. After six hours of driving and a considerable amount spent on fuel, there was no meaningful apology, accommodation or gesture of goodwill.
Businesses operating in tourism depend upon trust, communication and fair treatment of their customers. In our experience, this company demonstrated none of those qualities. Policies should not be used as an excuse to disregard reasonable circumstances—particularly when the business’s own unreachable telephone system contributed directly to the delay.
Fortunately, we later booked with another Cape Breton company and enjoyed a wonderful cruise with courteous, professional service. There are other operators on this beautiful island that appear to value their customers and understand the importance of communication.
Based on our experience, I cannot recommend Guaranteed Whale Cruise in Chéticamp. Customer beware.
BBB will be reported due to unacceptable practices
Our experience with CABOT TRAIL GUARANTEED Whale Adventures
in Chéticamp was, without question, one of the worst examples of customer service we have ever encountered.
We needed to cancel our reservation and attempted to telephone repeatedly throughout the morning. No one answered, and their voicemail consisted solely of an outgoing message—with no option to leave a message. Because we were calling from our private home number, our calls would not have displayed identifying information in their call log.
My husband, who is a senior and has difficulty composing emails on his phone, emailed the company as soon as we returned home. He explained the situation clearly and advised that, through no fault of our own, the email was sent approximately 1½ hours beyond their 24-hour cancellation deadline.
The response was entirely devoid of understanding or basic common sense. Despite being told that we had tried repeatedly to contact them and that their own voicemail system made it impossible to leave a message, we were informed that our credit card would be charged—and it was. The charge is currently being disputed! Since we have all documentation.
Then, within minutes, we received an email stating that the very same whale tour had been cancelled by the company because of high winds.
To be perfectly clear: they charged us for cancelling slightly outside their deadline, even though we had tried unsuccessfully to reach them all morning, and then they cancelled the excursion themselves. They retained our money for a tour that they were not going to provide. We have the cancellation email and are now disputing the charge with our credit-card company.
Sadly, this was not our first disappointing experience with this business. On August 26, we drove three hours to Chéticamp for an anniversary whale tour, only to arrive and discover that it had been cancelled. No one contacted us beforehand to warn us about the rough sea conditions, despite having our reservation information. After six hours of driving and a considerable amount spent on fuel, there was no meaningful apology, accommodation or gesture of goodwill.
Businesses operating in tourism depend upon trust, communication and fair treatment of their customers. In our experience, this company demonstrated none of those qualities. Policies should not be used as an excuse to disregard reasonable circumstances—particularly when the business’s own unreachable telephone system contributed directly to the delay.
Fortunately, we later booked with another Cape Breton company and enjoyed a wonderful cruise with courteous, professional service. There are other operators on this beautiful island that appear to value their customers and understand the importance of communication.
Based on our experience, I cannot recommend Guaranteed Whale Cruise in Chéticamp. Customer beware.
BBB will be reported due to unacceptable practices
翻译：1/5 — 糟糕透顶的客户服务与毫无道理的收费
我们在Chéticamp体验的CABOT TRAIL GUARANTEED观鲸之旅，毫无疑问是我们所遇到过的最糟糕的客户服务案例之一。
我们不得不取消预订，于是一大早就不断打电话过去。但始终无人接听，他们的语音信箱也仅有一段自动回复录音——根本没有留言的选项。由于我们是用自家私人电话号码拨打的，我们的通话记录在通话日志中并不会显示任何身份识别信息。
我的丈夫年事已高，用手机写邮件也很吃力。我们一回到家，他就给该公司发了邮件。他清楚地说明了情况，并指出尽管这不是我们的过错，但那封邮件还是在他们规定的24小时取消期限过后约1个半小时才发送出去。
而对方的回复则完全缺乏理解力与基本的常识。尽管我们被告知，我们已多次尝试联系他们，而且他们的语音邮件系统根本无法留言，但我们还是接到了通知，称我们的信用卡将被扣款——事实也确实如此。目前我们正在对这笔扣款提出异议！因为我们手头有所有相关凭证。
几分钟后，我们又收到一封邮件，称由于大风天气，该公司取消了同一场观鲸之旅。需要明确一点：虽然我们整个上午都试图联系他们但均未成功，最终还是由他们自己取消了旅行行程；即便如此，他们仍就我们在截止时间稍后取消预订一事向我们收费。他们扣下了我们用于支付原本不会提供的旅游服务的费用。我们保留着取消行程的邮件，现在正准备向信用卡公司提出异议。
遗憾的是，这并非我们第一次遭遇这家公司的糟糕服务。8月26日……我们驾车三小时前往切蒂坎普参加周年纪念观鲸之旅，结果到达后才发现活动已被取消。尽管我们留有预订信息，却无人提前联系我们告知海况恶劣的情况。经过六小时的车程且花费了不少油费后，我们既没有得到像样的道歉，也没有获得任何住宿安排或善意补偿。
从事旅游业的企业赖以生存的基础就是顾客的信任、良好的沟通以及公平的对待。以我们的经验来看，这家公司完全不具备上述任何特质。政策不应被当作忽视合理情况的借口——尤其是当企业自身难以接通的电话系统直接导致了延误之时。
幸运的是，后来我们又预订了另一家布雷顿角的游轮公司，并享受到了一次体验极佳的游轮之旅，工作人员也彬彬有礼且专业敬业。在这座美丽的岛上，还有其他一些运营商似乎很重视顾客，也明白沟通的重要性。
根据我们的经历，我无法推荐Chéticamp的Guaranteed Whale Cruise服务。各位顾客务必谨慎。
由于其行为不可接受，我们将向BBB进行举报。
我们在Chéticamp体验的CABOT TRAIL GUARANTEED观鲸之旅，毫无疑问是我们所遇到过的最糟糕的客户服务案例之一。
我们不得不取消预订，于是一大早就不断打电话过去。但始终无人接听，他们的语音信箱也仅有一段自动回复录音——根本没有留言的选项。由于我们是用自家私人电话号码拨打的，我们的通话记录在通话日志中并不会显示任何身份识别信息。
我的丈夫年事已高，用手机写邮件也很吃力。我们一回到家，他就给该公司发了邮件。他清楚地说明了情况，并指出尽管这不是我们的过错，但那封邮件还是在他们规定的24小时取消期限过后约1个半小时才发送出去。
而对方的回复则完全缺乏理解力与基本的常识。尽管我们被告知，我们已多次尝试联系他们，而且他们的语音邮件系统根本无法留言，但我们还是接到了通知，称我们的信用卡将被扣款——事实也确实如此。目前我们正在对这笔扣款提出异议！因为我们手头有所有相关凭证。
几分钟后，我们又收到一封邮件，称由于大风天气，该公司取消了同一场观鲸之旅。需要明确一点：虽然我们整个上午都试图联系他们但均未成功，最终还是由他们自己取消了旅行行程；即便如此，他们仍就我们在截止时间稍后取消预订一事向我们收费。他们扣下了我们用于支付原本不会提供的旅游服务的费用。我们保留着取消行程的邮件，现在正准备向信用卡公司提出异议。
遗憾的是，这并非我们第一次遭遇这家公司的糟糕服务。8月26日……我们驾车三小时前往切蒂坎普参加周年纪念观鲸之旅，结果到达后才发现活动已被取消。尽管我们留有预订信息，却无人提前联系我们告知海况恶劣的情况。经过六小时的车程且花费了不少油费后，我们既没有得到像样的道歉，也没有获得任何住宿安排或善意补偿。
从事旅游业的企业赖以生存的基础就是顾客的信任、良好的沟通以及公平的对待。以我们的经验来看，这家公司完全不具备上述任何特质。政策不应被当作忽视合理情况的借口——尤其是当企业自身难以接通的电话系统直接导致了延误之时。
幸运的是，后来我们又预订了另一家布雷顿角的游轮公司，并享受到了一次体验极佳的游轮之旅，工作人员也彬彬有礼且专业敬业。在这座美丽的岛上，还有其他一些运营商似乎很重视顾客，也明白沟通的重要性。
根据我们的经历，我无法推荐Chéticamp的Guaranteed Whale Cruise服务。各位顾客务必谨慎。
由于其行为不可接受，我们将向BBB进行举报。
© 2026 Tripadvisor 版权所有。
部分照片由 VFM Leonardo 提供。
TripAdvisor公司对外部网站的内容一概不负责。优惠价格中不含税和其他费用。
ICP证：沪B2-20200433
沪ICP备20013175号
沪公网安备31010502005427号鹰程信息技术（上海）有限公司
