Absolutely unprofessional and unsatisfactory
On behalf of a prestigious corporate group of 20 who were guests of Maslina Resort, Relais & Chateau, recently, we (Events team at Maslina) used Croatia Charter to source two motor yachts for a day sail. Initially everything went very well, communication was quick and clear and it appeared our clients requests would be met. The non-negotiables were water toys, specifically jet skis, and stopping at one or two bays for those to be used. This was stressed multiple times at the onset, and the client even paid an extra €2000 to rent more toys for the day. A lunch menu was settled on, including grilled fish as a main course. Given the hefty price that was paid to rent these boats, our minimal expectation was that the client requests would be met.
On the morning of, the client representative spoke with both boat captains and was concerned as the captains were not confident the water toys could be used in the manner that was requested. The client messaged Croatia Charters with their concerns, but they were waved away. In the end, whilst on the boat the clients were informed a jet ski license was required to operate the ski (this is not a requirement in other countries, and being that the clients were international they could not be expected to know this). The agency did not inform us or our clients of this very important fact, and by the time they discovered it, it was too late. This is grossly unprofessional. Additionally, when the clients wished to use the wake boards they were informed the captains did not have the manpower to help them and they would have to fend for themselves. This was not possible without the knowledge of equipment operations. Furthermore, at one point when they asked the captains to move to a different bay, they were ignored. Finally, the lunch that was served came without the grilled fish that was agreed upon, and instead an unsatisfactory pasta dish was served.
When we at Maslina on behalf of our clients requested a partial refund of only half of the extra fee for the toys that were paid (and could not be used), we were met with a rude response. The agency insinuated the captains had assured them a wonderful day was had by all, therefore we must have made up the complaint. We were quite simply dumbfounded by this attitude. This is a prime example of an agency simply taking money from clients and not providing the service that was asked for, then delusionally believing that this type of behaviour is okay. It goes without saying we will not use this agency again, or recommend them.
