Starting to get VERY nervous regarding our Rum Runner whale watching excursion... what do you think?

[Drbaw5]

OK so a quick little backstory. When trying to decide what to do in Juneau we decided on whale watching and based on the reviews on here and trip advisor I had it narrowed down to rum runner or Harv and Marv. There are many reasons why I decided to go with rum runner but ultimately the deciding factor was that I had many many questions for both companies and rum runner always responded to my emails where Harv and Marv eventually stopped responding.

We will be in Juneau on September 8 and I booked the 4 hour tour with Rum Runner back in May and paid in full.

One July 22 I sent him an email asking if there was anyway we could switch to the 2 1/2 hour tour (to make possible a second excursion that day). Received no response which I thought was very strange since he was always so quick to answer my questions in the beginning. So on July 25 I sent him another email. No response. On July 28 I called the phone number he provided with the information packet he sent in the mail. No answer. I left a message and today July 31 I have still not received a return call.

If we are not able to switch to the 2 1/2 hour tour it is no big deal.. at this point I am honestly wondering if he is even going to show up! Should I be concerned!?!

 

[Drbaw5]

So I just tried another phone number that he provided.. which was a cell phone number and he answered. As soon as I told him who I was, he says "I can't talk to you right now, I have a fish coming in. Can I call you back?" I said Yes! That would be great. So we'll see. I'm so frustrated about this. Been trying to get in touch with him for over a week.

 

[Mr. Drauer]

maybe it is because it is middle of high season and they are booked doing the charters every day. They pretty much get all of their year's business in the 3 months or so of cruise season. Maybe try later in the evening, say 9 or 10 pm ET when it is 5 in Alaska and they are back in from the day. They are BBB and Trip Advisor rated, so i doubt you should be worried about them not showing up.

 

[quickcat]

I was just going to say the same thing as the previous poster. This is the time when they make their money. I am guessing he is trying to juggle many things. We went through him two summers ago for our excursions-it is not a big operation at all, basically him and two other people. We had a great time. I can't see why switching to a tour that is less time would be an issue. I agree not getting a response right away would be frustrating though. Since you did get a hold of him, I would give him some time to get back to you within the next few days and if he still doesn't, then if you feel better canceling and going with someone else, then definitely do that. You have to go with someone that you feel comfortable with. Have a great trip!

 

[Drbaw5]

I was just going to say the same thing as the previous poster. This is the time when they make their money. I am guessing he is trying to juggle many things. We went through him two summers ago for our excursions-it is not a big operation at all, basically him and two other people. We had a great time. I can't see why switching to a tour that is less time would be an issue. I agree not getting a response right away would be frustrating though. Since you did get a hold of him, I would give him some time to get back to you within the next few days and if he still doesn't, then if you feel better canceling and going with someone else, then definitely do that. You have to go with someone that you feel comfortable with. Have a great trip!

I completely understand that this is their busy season which is why I chose email for my first try at communication. I sent 2. Normally when I am busy I am better able to email/text than deal with phone calls. A simple yes/no answer is all I needed. 9 days of no replies from someone who has $800+ of my money left me feeling very uneasy! Unfortunately I think I am going to cancel... if I'm able to get in contact with him that is!!

 

[anricat]

That's really strange. Are you working with Chris? We had nothing but super prompt communication with him.

 

[Drbaw5]

maybe it is because it is middle of high season and they are booked doing the charters every day. They pretty much get all of their year's business in the 3 months or so of cruise season. Maybe try later in the evening, say 9 or 10 pm ET when it is 5 in Alaska and they are back in from the day. They are BBB and Trip Advisor rated, so i doubt you should be worried about them not showing up.

I understand what your saying. I guess I was left feeling very uneasy that he has $800 plus of my money and it has been 9 days and 4 attempts on my part to contact him. A yes or no reply email was all I needed. I know he got my emails and my voicemail too because as soon as I said my name he said I can't talk to you right now. Did not even get a chance to say what I was wanting. If he thought I was a potential customer he would have been a little nicer and seen what the call was all about not shut me down immediately.

 

[Drbaw5]

That's really strange. Are you working with Chris? We had nothing but super prompt communication with him.

Yes! He was GREAT in the beginning. That's why he got my business. I know this is the busy season but it would take less than 5 minutes to answer an email and that could be done anytime.

 

[Dug720]

I understand what your saying. I guess I was left feeling very uneasy that he has $800 plus of my money and it has been 9 days and 4 attempts on my part to contact him. A yes or no reply email was all I needed. I know he got my emails and my voicemail too because as soon as I said my name he said I can't talk to you right now. Did not even get a chance to say what I was wanting. If he thought I was a potential customer he would have been a little nicer and seen what the call was all about not shut me down immediately.

I do see where you are coming from, but imagine if he got a call while YOU were on the boat on a whale watching trip and he took a call and proceeded to have a conversation with someone and you missed seeing a whale or worse because he wasn't focusing on what you had paid for. Just a guess that we would see a complaint that you didn't get what you paid for because he was too busy on his phone.

My guess is that while working the cell is for emergencies (and possibly communicating about where the whales are as the operators all share info - though they usually have radios for that) which is why that number is not given out as a regular means of contact.

If you're uneasy, by all means cancel. I'd guess you can get a DCL excursion for less than that if they're not all sold out. I did a ship-based one with HAL and it was a very limited number and a fantastic time.

 

[ashley0139]

Alaska is difficult to communicate with. For work reasons, for the last month or so I have been talking to people in Alaska non-stop. They are VERY busy this time of year. They tend to respond to me if I contact them after their work day. They spend the entire day in the field. It's been frustrating for me as well. I hope he responds soon!

 

[Drbaw5]

I do see where you are coming from, but imagine if he got a call while YOU were on the boat on a whale watching trip and he took a call and proceeded to have a conversation with someone and you missed seeing a whale or worse because he wasn't focusing on what you had paid for. Just a guess that we would see a complaint that you didn't get what you paid for because he was too busy on his phone.

My guess is that while working the cell is for emergencies (and possibly communicating about where the whales are as the operators all share info - though they usually have radios for that) which is why that number is not given out as a regular means of contact.

If you're uneasy, by all means cancel. I'd guess you can get a DCL excursion for less than that if they're not all sold out. I did a ship-based one with HAL and it was a very limited number and a fantastic time.

I do see where you are coming from, but imagine if he got a call while YOU were on the boat on a whale watching trip and he took a call and proceeded to have a conversation with someone and you missed seeing a whale or worse because he wasn't focusing on what you had paid for. Just a guess that we would see a complaint that you didn't get what you paid for because he was too busy on his phone.

My guess is that while working the cell is for emergencies (and possibly communicating about where the whales are as the operators all share info - though they usually have radios for that) which is why that number is not given out as a regular means of contact.

If you're uneasy, by all means cancel. I'd guess you can get a DCL excursion for less than that if they're not all sold out. I did a ship-based one with HAL and it was a very limited number and a fantastic time.

He had 3 opportunities to get back with me over the course of 9 days before I tried the cell as a last resort. That number is not a secret. It's in his brochure, on his website, and the number he gave me to call when we arrived in port.

 

[Mr. Drauer]

OP - you posted the question and asked "What do you think" - so when you get responses like you have giving thoughts and possible explanations as to why you are not getting the communication you seek, then you just cast them aside to defend your position, I think you already had the answer you wanted, which is to cancel. If you wanted to know if you should be nervous about getting scammed, then you have received adequate feedback that this is a reputable charter operation. I you were looking for people to tell you that you are right to be worried and this guy should drop whatever he is doing to help you reduce his fee to something less when he might have been able to book a full charter instead, i think you are out of luck, at least from those who have responded thus far. Have a great cruise though - i am jealous that you are going to Alaska!

 

[Drbaw5]

OP - you posted the question and asked "What do you think" - so when you get responses like you have giving thoughts and possible explanations as to why you are not getting the communication you seek, then you just cast them aside to defend your position, I think you already had the answer you wanted, which is to cancel. If you wanted to know if you should be nervous about getting scammed, then you have received adequate feedback that this is a reputable charter operation. I you were looking for people to tell you that you are right to be worried and this guy should drop whatever he is doing to help you reduce his fee to something less when he might have been able to book a full charter instead, i think you are out of luck, at least from those who have responded thus far. Have a great cruise though - i am jealous that you are going to Alaska!

I guess being a small business owner myself, I must think a little differently than others... my bad. Thanks for setting me straight.

 

[Pens Fan]

We just spent an amazing day with Chris, his deck hand Daniel and his adorable lab Brandy last week. He's the real deal. As others have mentioned, this is his busy season. We did the 6 hour photo and fishing safari and it was wonderful (can't wait for the salmon that will be arriving at our front door tomorrow!!!) We saw Orcas, including two full breaches, humpbacks, eagles and caught a ton of salmon. While I can understand your frustration at not getting a response, I'm sure that he truly is swamped right now.

And trust me, when those fish are on the line - he is tied up . On top of taking care of our charter, on the day we were with him he was coordinating a rescue effort for a fellow fisherman (NOT one of his boats) that broke down at sea with six passengers on board. He's a good guy, just really, really busy right now. If you want to try the cell again, I'd try later in the evening, remembering that Alaska time is 4 hours behind Eastern time (not knowing where you live, I'm basing it on our time zone). Even then, if he has a halibut charter he could be out very late in the day.

I know if we are ever in Juneau again - and we probably will be - we will definitely book with Chris again.

 

[quickcat]

We just spent an amazing day with Chris, his deck hand Daniel and his adorable lab Brandy last week. He's the real deal. As others have mentioned, this is his busy season. We did the 6 hour photo and fishing safari and it was wonderful (can't wait for the salmon that will be arriving at our front door tomorrow!!!) We saw Orcas, including two full breaches, humpbacks, eagles and caught a ton of salmon. While I can understand your frustration at not getting a response, I'm sure that he truly is swamped right now.

And trust me, when those fish are on the line - he is tied up . On top of taking care of our charter, on the day we were with him he was coordinating a rescue effort for a fellow fisherman (NOT one of his boats) that broke down at sea with six passengers on board. He's a good guy, just really, really busy right now. If you want to try the cell again, I'd try later in the evening, remembering that Alaska time is 4 hours behind Eastern time (not knowing where you live, I'm basing it on our time zone). Even then, if he has a halibut charter he could be out very late in the day.

I know if we are ever in Juneau again - and we probably will be - we will definitely book with Chris again.

I have the best picture of my mother-in-law looking out the window with Brandy! It was a rainy day when we were there and loved the inside, heated cabin with windows. I actually got the picture of them blown up, they are both sitting, looking for whales. It makes me smile every time I see it! For my two youngest kids, the dog was the highlight, I don't think they even noticed the whales!!

 

[Pens Fan]

I have the best picture of my mother-in-law looking out the window with Brandy! It was a rainy day when we were there and loved the inside, heated cabin with windows. I actually got the picture of them blown up, they are both sitting, looking for whales. It makes me smile every time I see it! For my two youngest kids, the dog was the highlight, I don't think they even noticed the whales!!

Not to sidetrack this thread (ok, so maybe I am a little), but Brandy is such a dear. We were with Chris about halfway through our 17 day adventure and were really missing our big, furry, four-legged child. Brandy was so much fun to play with and to watch her reactions to the fish and the whales was just priceless. Daniel kept telling her to watch out or the whales will think she's a skinny seal, she was barking at them so much. The other boats all knew her and some were even tossing dog treats across the water for her.

Ahhh, such a great day.

 

[TestingH2O]

We just spent an amazing day with Chris, his deck hand Daniel and his adorable lab Brandy last week. He's the real deal.

Yes. We had an amazing morning with him the first week of July. We saw a humpback breech, bubble net feeding, orca, sea lions, and eagles. Daniel was so great with DD. He clearly used all of his big brother skills. We loved learning about the whales but also hearing Daniel talk about his experience growing up with his Native American family. And Brandy, well, she was the best. I haven't gotten to Juneau in my TR yet, but this photo is so funny.

 

[gotomu212]

OK so a quick little backstory. When trying to decide what to do in Juneau we decided on whale watching and based on the reviews on here and trip advisor I had it narrowed down to rum runner or Harv and Marv. There are many reasons why I decided to go with rum runner but ultimately the deciding factor was that I had many many questions for both companies and rum runner always responded to my emails where Harv and Marv eventually stopped responding.

We will be in Juneau on September 8 and I booked the 4 hour tour with Rum Runner back in May and paid in full.

One July 22 I sent him an email asking if there was anyway we could switch to the 2 1/2 hour tour (to make possible a second excursion that day). Received no response which I thought was very strange since he was always so quick to answer my questions in the beginning. So on July 25 I sent him another email. No response. On July 28 I called the phone number he provided with the information packet he sent in the mail. No answer. I left a message and today July 31 I have still not received a return call.

If we are not able to switch to the 2 1/2 hour tour it is no big deal.. at this point I am honestly wondering if he is even going to show up! Should I be concerned!?!

You mention that you had "many many" questions and that there were multiple emails and that another company also stopped replying to you. I mean this gently (and tone is so hard online) but you may be exhausting their time even though you're a customer. It's their busy time and they are packing 12 months of work into 3 months and that includes answering questions from other customers too. If you've already been a big time investment they might be putting their limited time towards other customers.

Both of these companies have great reviews and great reputations so I don't think you should worry about them no showing. However if you feel like you aren't getting the customer service you expect cancelling is always an option.

 

[Drbaw5]

You mention that you had "many many" questions and that there were multiple emails and that another company also stopped replying to you. I mean this gently (and tone is so hard online) but you may be exhausting their time even though you're a customer. It's their busy time and they are packing 12 months of work into 3 months and that includes answering questions from other customers too. If you've already been a big time investment they might be putting their limited time towards other customers.

Both of these companies have great reviews and great reputations so I don't think you should worry about them no showing. However if you feel like you aren't getting the customer service you expect cancelling is always an option.

You're so right. Thanks for pointing that out to me.

 

[Racer X]

FWIW this is why i don't mind booking thru DCL. And for those following we had an amazing whale watching excursion on one of the larger pontoon boats thru DCL. The crew was very informative and great into getting the boat into position to spot whales. PM me if you want any additional info as i don't wish to hijack the intention of this thread.