Explorer Ventures Liveaboard Diving FleetReviews of explorerventures.com

Reply from Explorer Ventures Liveaboard Diving FleetJun 11, 2024

Hello and thank you for taking the time to share your positive review of the dive guides and liveaboard experience aboard the Grand Sea Explorer in the Red Sea! It appears that perhaps the one-star rating was unintentional. If there's any specific reason for the low score, we would greatly appreciate your feedback on what prompted this rating. Your input is highly valued as we continually strive to provide the best experience and enhance our services. Thank you once again!

Reply from Explorer Ventures Liveaboard Diving FleetJan 9, 2024

Thank you for sharing your feedback regarding your recent experience on the Humboldt Explorer, both here and through direct communication. We take all feedback seriously, and your review has been forwarded to our Operations Management for their consideration. Our aim is always to deliver a great experience, and we appreciate your insights. The Humboldt Explorer is well maintained. We recognize that preferences in accommodations vary, and we value your input on this matter. We'd like to offer clarification on a few points: In tropical destinations, occasional sightings of insects can occur. However, the vessel has undergone fumigation, and all necessary measures have been taken to address this issue. Any minimal listing experienced was due to the differential onloading of fuel, a situation promptly rectified. Our staff was aware of these issues, and we appreciate your communication to ensure we were aware to promptly address them. Safety and comfort are paramount aboard all our vessels. Regarding your remarks about the diving guides, we are disheartened by your perception of their professionalism. Our team of experienced guides is committed to ensuring a safe and enjoyable diving experience for all passengers. Additionally, marine life and visibility are natural elements beyond anyone's control, and we empathize with the disappointment when conditions are not optimal. We understand there was a request regarding the choice of dive locations and depth. While we aim to accommodate guest preferences, our guides rely on their expertise, experience, and knowledge of local conditions to make informed decisions, ensuring safety and the best possible experiences for all guests. While it is rare to encounter conditions not conducive to extensive marine life sightings in the Galapagos, it can happen, and we understand the frustration it may cause. Your feedback is valuable, and we, and our partners in the Galapagos, continually reinforce training within our professional team, enhancing communication with guides and guests to improve the overall experience. Our fleet’s dedicated teams work diligently to provide exceptional liveaboard holidays, and we hope this information addresses your concerns. If you have further questions or comments, please feel free to reach out to us at [email protected]. Thank you again, and happy diving.

Reply from Explorer Ventures Liveaboard Diving FleetAug 3, 2023

Hi Kevin, we can understand your frustrations with the safety guidelines we shared with you. We want to be clear that we do not discriminate against people living with a disability. We’re grateful for your many bookings and certainly did not intend to harm our longstanding relationship. However, we do have a duty to address concerns that increase risk to your safety, that of our crew, and other guests, all while adhering to strict guidelines set by our insurance policy. Safety is and always has been our number one priority, followed closely by delivering the best vacation experience for every passenger who joins us. Unfortunately, these goals are sometimes in opposition. In order to ensure everyone’s best, and safe, experience aboard we clarified these exact requirements with you directly: 1. Submit a recent physician signed RSTC medical statement to the office: This is a standard requirement for any diver who has a condition or conditions that can be contraindicated for diving. The nature of our business is that we are often hours away from medical support. In addition, our crew are trained to respond to first aid incidents but not to provide ongoing medical care, so ensuring divers are medically fit to dive and reside aboard a seagoing vessel is a commonsense step. 2. Travel with a companion who can tend to your needs: The crew provide all services (accommodation, meals, safety, and diving) for to up to 18 guests on 27 dives. While the crew are capable and happy to help with routine tasks like taking gear to and from the entry point for guests who need it, there is a limit to the level of assistance that can be provided without compromising the safety and comfort of all guests aboard. Therefore, travelling with a companion who can help with tasks beyond the scope of the crew is a must. 3. Suitable Cabin Selection: CPAP machines are frequently used onboard by passengers in all bunks. We have no issues with anyone using a CPAP machine aboard the vessel. We also do not guarantee a particular bunk in a two-bedded cabin for anyone who books at a double occupancy rate. As with everyone preferring a certain bunk selection, the options are 1) paying for a private cabin, 2) sharing a cabin with your traveling companion who is willing to take the top bunk 3) taking a chance that a complimentary single cabin upgrade may be available on weeks with fewer guests traveling. As you wanted to book a week with a large discount running, we were unlikely to be able to offer you a complimentary single upgrade on those charters and indicated so. As mentioned, if you were able to comply with these points, we would have happily welcomed you on board, assured we’d done everything reasonable to ensure your safety and enjoyment and that of the rest of the guests aboard. If you would like to communicate further on this, please email [email protected]

Reply from Explorer Ventures Liveaboard Diving FleetJul 6, 2023

Hi Alain & Calou. Thank you for providing your feedback on Palau and letting us know about this issue. We take all feedback seriously and assure you that we will do our best to resolve this. We have already been in contact with you, but please reach out again to [email protected] if you want to add any comment. We will get back to you in a short notice.

Reply from Explorer Ventures Liveaboard Diving FleetApr 25, 2023

Dear Ben, thanks for bringing this to our attention. This type of issue is an uncommon instance. We have reached out to the vessel captain who reports there was no black water coming from the drain, however, they did work to treat the smell that arose in your cabin that week. We're sorry that part of your vacation included an unpleasant experience and we hope you’ll give us another try.

Reply from Explorer Ventures Liveaboard Diving FleetDec 7, 2022

Cher Mr Vassart, Nous sommes sincèrement navrés d'apprendre que votre séjour à bord du Caribbean Explorer II ne vous ait pas apporté entière satisfaction. Soyez assuré que notre équipe a fait tout son possible pour offrir une belle expérience à l’ensemble des passagers. Bien que nous soyons toujours réceptifs aux critiques constructives de nos clients, nous sommes très surpris de vos commentaires. En effet, et d’après les commentaires laissés à bord, nous avons constaté que les autres membres de votre groupe avaient une opinion tout à fait opposée de cette semaine. Votre voyage de groupe a été réservé en décembre 2021 par l'intermédiaire d'une agence de voyage. Il nous a bien été confirmé qu'à ce moment-là, l'agence a bien transmis au responsable de votre groupe l’ensemble des informations relatives à cette croisière, y compris la disposition du bateau, l'itinéraire, l'heure d'arrivée/d'embarquement, le programme quotidien type (avec 5 plongées par jour), la liste des services inclus/non inclus et les exigences sanitaires Covid-19 applicables pour ce bateau. Tous les frais à bord ont été clairement décrits au moment de la réservation et sont disponibles sur notre site web, et tous les documents ont été remis à votre responsable de groupe avant que vous ne réserviez le voyage, puis à nouveau 30 jours avant le départ. Une facture détaillée vous a également été directement remise à bord. De ce fait, nous ne savons pas exactement comment ces informations détaillées ne vous sont pas parvenues. Nous aimerions aborder quelques points supplémentaires que vous avez mentionné : • La sécurité des plongeurs est notre plus grande préoccupation. Comme avec tous les opérateurs de croisière réputés, nous contrôlons les paramètres de plongée (sites, consommation et horaires) pour assurer la sécurité de nos passagers. •Nous n'avons pas été informés (ni avant, ni pendant le voyage) qu'une assistance particulière était nécessaire pour votre bouteille de plongée. Nous vous aurions tout de suite aidé, comme nous l’avons fait pour les deux autres membres de votre groupe. • Nous sommes fiers de notre équipe diversifiée et n'avons jamais prétendu parler une certaine langue, en dehors de l'anglais. Actuellement, l'équipage est canadien, américain, sud-africain, antillais et écossais. • La climatisation centrale a été baissée selon votre demande. Nous sommes désolés que cela n'ait pas suffi, car nous souhaitons vraiment que chaque passager ait une excellente expérience à bord. Encore une fois, nous sommes navrés d'apprendre que votre voyage n'ait pas répondu à vos attentes. Avec nos sincères salutations, La Direction et l’équipage Explorer Ventures