kmealey

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ZERO stars! First of all I would like to make it very clear that I have never complained about a Marina before. When we placed a reservation request, we asked to be docked with our friends.They accepted our reservation and of course money! Upon arrival, we were placed on different docks. Our dock was literally broken and I almost fell twice! Our view was a steel wall on the side of the hotel. The hotel guest could look down at our boat. We were next to a charter boat filled with guests not wearing masks. The only way to get access to the dock our friends were on was to walk through the restaurant...completely unacceptable during Covid. Our friends were docked in front of the outdoor diners on two sides. All the diners looked down onto their boat. They couldn't use the head on their boat because diners were looking in! They faced the steel walls on two sides and the docks were all sub-par. We decided to leave because the marina clearly did not accommodate our request and because we felt they were irresponsible in COVID protocols. We asked for a refund based upon the facts and they denied it. Also, it was a Friday night and I'm sure they resold our slips. We left within an hour of arrival. Update: We are happy to report they refunded our stay. Maybe we will give them another try in the future.

Marina Response:
Thank you for your feedback. We do our slip assignments based on boat size and the date the reservation was booked, giving priority to those who booked first. You were traveling with two different size boats and booked just a few days prior. We try our best to accommodate all requests, but cannot guarantee it, especially with over 30 transients in the marina at the time. When I asked if you would like me to see if I could rearrange other slip assignments to get you closer together and away from the restaurant, you refused and said you were leaving regardless. We take Covid very seriously, and there were multiple ways to travel between docks without walking through the outdoor dining space (such as walking inside our air-conditioned hotel). The dock you mentioned is being repaired, and bulkheading is a common sight at marinas. I did not deny you a refund, I let you know we had turned other boats away since we held the slips for you, but I would see what I could do and get back to you. It has continued to be a busy weekend, and I had not had a change to get back to you at the time you wrote this review (less than 48 hours after you chose to leave). I would have appreciated a call to discuss this directly, so I could let you know we would be refunding you. We hoped you would stay, or return another time to allow us the opportunity to show you why we have a nearly 5-star review rating.
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