Beware of Sayulita Entourage!
Beware of Sayulita Entourage! While vacationing with family in Sayulita in July 2022, I booked a scuba dive trip for myself and my daughter and paid in full the day before. Unfortunately, twenty minutes before we were scheduled to arrive at the dive shop, I became very sick. My daughter walked to the dive shop to let them know that we had a medical emergency and would not be able to dive. I subsequently was treated at an Urgent care facility. I kept Entourage informed of my situation including sending them my medical record from the medical clinic. Later, I contacted the owner of Entourage and asked to be rescheduled for a dive later in the week or the following week ( if I had not recovered, I planned to send my other daughter in my place). Other than offering the possibility of a dive with a last-minute cancellation, the owner refused to reschedule or to give a refund. If rescheduled, I offered to pay a compensation fee to support the dive masters on our missed trip. However, the owner considered our situation a cancellation (I thought it was a medical emergency), and she again refused. So, I wrote an email asking her to reconsider and pointed out that customer reviews for most companies are important and that I’d post her cancellation policy in my review. Her attitude was “tough luck you got sick,” and she sent a stream of emails containing bizarre rants, including a veiled threat; “Now after writing what you wrote, do you really want to show up at our office, meet our crew and join our excursion?” (There will probably be a bizarre response to this review). So use Sayulita Entourage at your own risk and understand their “draconian” cancellation policy; don’t get suddenly sick (hard not to get sick in present-day Sayulita), don’t have a heart attack, don’t have to attend to a sick family member, and don’t catch Covid-19 within 24 hours of your excursion because you won’t receive your money back from Sayulita Entourage.
Response from Owner/Manager on 09-01-2022
Here the bizarre response to the customer who cancelled 2 spots last minute and offered 15 usd to compensate the loss and to be rescheduled at his own discretion.
What you called a veiled threat was actually a real question which came after the following message you sent :
“ If you insist on your policy of no refund and no rescheduling, even in the event of a last-minute medical emergency, I will post this email to several social media sites, including The Scuba Board, Tripadviser, and Sayulita Life. I will institute a Chargeback on the Wells Fargo bank Visa card. I will advise the 60 US guests, many of whom are divers, to avoid Entourage in March when they arrive for my Daughters wedding”.
My bizarre rants (what a nice choice of words) were just the answers to your emails.
Even after your not so veiled threat you were offered to replace someone else’s eventual last minute cancellation, which according to what you just said shouldn’t have been a difficult matter (hard not to get sick in the present day-Sayulita, correct?) OR to pay a 20% rescheduling fee, which obviously didn’t work for you since you thought our time and your last minute cancelation were worth 15 usd.
So yes, beware of Sayulita Entourage, they do have a cancelation policy and they actually apply that! What a shock and surprise must be for everyone to read this!