★★★★★Tripadvisor review
Extremely Disappointing Experience – Poor Organization and Customer Service
sherryfU2928NF, October 2026
Extremely Disappointing Experience – Poor Organization and Customer Service
We had a group of 23 people celebrating our wedding anniversary on this sunset cruise. We actually paid for 25 tickets, as two members of our group were unable to make the trip, but did not ask for a refund and were fine to eat the cost. We got married on this boat, so this celebration was especially meaningful to us and our past experiences were good. And we have taken this cruise every five years witih a group this size and annually ourselves. Unfortunately, this experience, especially the boarding process was horrendous, as they clearly can't effectively handle large groups and everyone in my group was miserable and confused. As were the other two groups.
The boarding process was chaotic and poorly organized. Our group was left standing in the hot sun for 20 minutes with no tent or shade. There were no tickets or any system to keep track of our group. Although strangely you had to stand in a large line to "check in", even thought it was already done on the phone earlier. Instead, staff simply counted people as they boarded, which inevitably led to confusion and incorrect counts. It was a very crowded cruise.
After we had already paid over $2,000 for our group, they had the audacity to tell my husband that we were short a ticket and that he needed to go back and purchase another one to get on with us. This was absolutely ridiculous. We had counted our group multiple times, and two people hadn't even made it to Key West, meaning we had actually paid for more tickets than we used and booked!
When I requested a refund for just the one extra ticket they forced us to buy when they miscounted, despite having three unused tickets, my request was denied in a very rude and dismissive way. Their explanation was that the captain had counted us and determined we had 26 when that is NOT possible. When I replied that was not possible they ghosted me. How they could accurately identify and count our specific group on such a crowded cruise, especially without issuing tickets or providing any organized boarding process, is beyond me.
The lack of organization, accountability, and basic customer service was astounding. Rather than acknowledging the confusion caused by their own boarding process, they expected us to accept their count and pay more money. Refusing even a partial refund after such a frustrating experience only made matters worse.
What should have been a special anniversary celebration turned into a stressful and upsetting experience for us and many of our guests from the start. Even though the cruise once we took off, was nice, the front end experience and the unbelievable response to me when I reached out as a recurring client with a genuine overcharge, has lost them a client and will lose them more.
We will never use this company again, and I would strongly encourage anyone considering a sunset cruise in Key West to look at other options. There are plenty of other quality sunset cruises available, and I recommend choosing one that values its customers and knows how to manage group bookings properly.
Save yourself the frustration and choose another sunset cruise.
Response from the operator · Emily J
Thank you for sharing your feedback. First, we're truly sorry that there was confusion surrounding your group's head count, especially during an anniversary celebration. We appreciate your many years of sailing with us and would never want this occasion to be remembered negatively.
We do, however, want to clarify what happened during boarding. Todd Franz stood alongside our captain as they counted each member of your party boarding the vessel to ensure the guest count matched our manifest. When the 25th guest boarded, our captain asked Todd if he would be the 26th guest, which he confirmed. Todd then went into our check-in office and purchased the additional ticket without expressing any concerns at that time. Our manifest was updated accordingly.
Our sales manager was also present on the dock, and the final count of 26 guests was confirmed with the captain, our check-in office, and Todd. We took these additional steps specifically to ensure the count was accurate and that every guest was properly accounted for.
We understand that you believe your group consisted of fewer guests, and we're sorry there is a disagreement over the final count. However, this was not a number our crew simply guessed. It was verified during boarding with a representative of your party. Had there been any concerns about the count at that time, we would have been happy to address them immediately while everyone was still present. Unfortunately, trying to resolve a head-count discrepancy several days later is much more difficult.
We're glad you were still able to enjoy the sunset cruise itself, and we're genuinely sorry the boarding experience left you disappointed. We value our returning guests and the special memories you've made with us over the years. While we stand behind the steps our team took to verify the guest count, we certainly regret that this experience has affected your relationship with us.
★★★★★Viator review
I would try another sunset cruise next time
Nicole_C, October 2026
Sunset was gorgeous! The live music was not so good. Hors d'oeuvres? I saw 2 trays carried by a rude young lady the whole trip. Bar , we each had 1 margarita which was fine. They asked before boarding if for an extra cost, to get better seating. Don’t do it. There isn’t such a thing. It didn’t make a difference. We got some great photos. We could have achieved that without paying for music and Hors d'oeuvres.
Response from the operator · Emily J
Thank you for sharing your feedback! We're glad Mother Nature delivered a gorgeous sunset and you got some great photos! Our hors d'oeuvres are intended to be light bites rather than a full meal, and our optional premium upgrade offers early boarding and additional perks, but isn't necessary to enjoy the sail. We're sorry the music and service weren't what you hoped for, and we'll share your comments with our team. We appreciate you joining us!
★★★★★Viator review
Best activity in Key West!
Lisa_Z, October 2026
We enjoyed our time on the sunset, cruise very much! From the minute, we boarded the boat, we felt tended to, welcomed, and taken care of. The bartenders literally did everything! They were fun and generous and cute! I highly recommend this experience.
Response from the operator · Emily J
Fun, generous, AND cute? Our crew is going to love this review! We're so glad our crew made you feel right at home and kept the good times rolling. Thanks for the love and 5 stars, Lisa come hang out with us again soon!
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