Great Barrier Reef Cruise with Snorkelling - Cairns

Adrenaline booked 3 people interested of 6 we were lucky to get on as it was fully booked

I booked the "Great Barrier Reef Cruise with Snorkeling, Full Day—Cairns" for three people on December 8th, hoping for an unforgettable experience. Unfortunately, our day turned out to be a major disappointment. Despite a cyclone warning in the area, the cruise proceeded to the barrier reef. The journey itself was uneventful, but upon reaching the reef, the captain deemed the sea too rough for snorkelling. Instead of returning to the mainland, we were taken to Fitzroy Island, where heavy rain ruined any chance of enjoying the island. We were stranded there for two hours with no activities available due to the downpour. To add to the frustration, when we requested a refund, the company offered only 25%, which feels unjust considering the circumstances. One member of our group travelled all the way from Sri Lanka solely for the Great Barrier Reef snorkelling experience, making this disappointment even more disheartening. We understand that weather conditions are beyond anyone's control, but the lack of a suitable alternative or a reasonable refund policy was disappointing. We expected better customer service and a more flexible approach given the circumstances. We believe a 75% refund would reflect the missed opportunity and the failed promise of the snorkelling experience. Overall, the experience was far from what was advertised, and we hope the company reconsiders its refund policy to better accommodate customers affected by unforeseen circumstances.

I booked this tour for myself and my partner and we were really looking forward to a relaxing day. Unfortunately the email confirmation from Adrenaline did not have the company name and the boat name was incorrect but matched another companies. We were sent to the Reef Encounter by marina check in at 0830 as that was the boat name in confirmation email address. We were then told we had missed that boat which left at 8am despite the email confirmation being very clear about time as 9am as adrenaline add had the wrong time. We ran around for 20 minutes trying to figure out what had gone wrong and called company who said they didn't know anything about adrenaline booking. The company, sun lover, then called to see if I would arrive in time to check in and gave instructions on how to do so and where to go so we finally got on the boat. On the boat however we then had a similar problem with sun lover stating adrenaline had not paid for dive. We were told we would need to call Adrenaline to fix. Adrenaline office was closed and directed us back to sunlover. On calling sunlover again, we were advised they had now found a 2nd email from adrenaline confirming dive paid. The onboard dive manager was initially short with us when I asked that they speak to the phone operator to confirm payment. I had to be firm that it was sunlover office on phone not adrenaline. The issue then resolved but end to end 0830-1030 was a stressful and unprofessional experience. The snorkeling and other options such as semi sub were good and the dive was average compared to other dives we have done on the reef. Overall not a great day considering the cost was more expensive than other tours we have done and all the messing around at the beginning.