as the owner of reel easy charters i get the job of responding to subpar reviews. the most difficult reviews are ones where the customer doesn’t leave any explanation for the readers. even more difficult is responding to phone conversations.
mr bell contacted me via text some 2 days after his trip i immediately called him. he stated he was disappointed they couldn’t catch redsnapper.  but at the same time prased captain steven ray for working hard to show them a good time. he also stated that him and his kids had a blast catching tarpon sharks barracuda & snapper. he showed his gratitude and left captain steven a hefty tip. we appreciate that.
he stated the boat was awsome and wished he had one.
ok we have all been disappointed in the weather
right
so for the readers i am including all text messages
to start off janet bell booked one of our inshore boats online. which is not usually a problem.
the boat was clearly identified by pictures & specs as being a 24 ft yellowfin inshore boat. she then requested nearshore & offshore species which is a problem on our inshore boat.
i immediately contacted her and
offered to upgrade her to a hybrid boat that has the ability to go offshore most days. not all days.
she excepted, no problem
fast forward to her scheduled date
a weather system moved across key west overnight & offshore seas that were less than 1ft the day before became 5-7 ft overnight. wind was out of the west & current running to the east. makes conditions sloppy.
so
plan A red snapper wasn’t possible.
plan B reef
they get to the reef which is still sloppy not as bad as offshore but still not for everyone.
5minutes goes by and mr bell asked to go somewhere calm. not a problem captain steven pulled anchor and went to
plan C
ran back inshore caught tarpon barracuda mangrove snapper & loads of big lemon sharks.

so janet bell left the subpar review.
the boat departed hurricane hole on time with janet bell on board. captain steven gets 4 miles away and she asked if he could take her back to the dock. which he did & then proceeded to take out the husband & kids
captain steven also gave them a extra hour
im not sure how much more accommodating we could be.
anyway here are the text for those who wish to read them
thanks for booking with reel easy charters we look forward to fishing with you on july 11, 2020
3/4 day 8-2 departing hurricane hole marina

upgrade to nearshore
new balance 620

we look forward to fishing with you tomorrow morning 8am at hurricane hole marina
3/4 day 8-2 aboard reel easy charters with captain steven ray **hidden content**

Okay, sounds great..
Question
1. Do we need to bring our own ice.
2. What time should we be there in the morning.
3. If we decide we want to stay longer can we pay for a full day.

we have ice at the marina
show up 7:45
yes you can ask to extend

Hello, This is Mr. Bell. We went out on a 3/4 with Steven and had a good time. He worked really hard to accommodate our needs. We purchased the deep sea fishing trip and ended up flat fishing because the 26 ft flat boat couldn’t handle the rough seas. We were disappointed and I felt we were mislead. I felt the money I spent wasn’t what l wanted in the trip. We had 3 days to catch Red Snapper and because of the equipment it didn’t happen. Just wanted to let you know

. when you booked your trip there was a picture of the boat
as well as details of the boat.
you picked it. nobody misled you.
you booked a inshore trip & wanted to catch nearshore / offshore fish
i contacted you and offered you our nearshore boat at our nearshore rate
the weather got nasty on your day & we were unable to go do the red snapper.
every day we do the best we can with the weather we’re given.
sometimes we have to go to plan b or c
said you had a good time not sure why your upset
nobody misled you at all

There was a picture of the 24 fr boat. Not the one you said you would put us on.  I guess I expected the expert to do the expert thing and take care of the customer.. I’ll know better next time…

i did the right thing and moved you our nearshore boat
none of us control the weather
💨🌊

as the owner of reel easy charters i get the job of responding to subpar reviews. the most difficult reviews are ones where the customer doesn’t leave any explanation for the readers. even more difficult is responding to phone conversations. mr bell contacted me via text some 2 days after his trip i immediately called him. he stated he was disappointed they couldn’t catch redsnapper.  but at the same time prased captain steven ray for working hard to show them a good time. he also... Meer

thanks for the great review douglas

thanks for the great review douglas

really chris!! when you write a subpar review you should let the business & readers know why!!
this is what i know.
you called me last minute to see if you could book a fishing trip because your friends had already fished with us earlier in the week and were fishing with us again on a second trip & before i could call you back you went online and booked one of our inshore boats.
which is fine except you wanted to go reef fishing with your friends who were fishing on one of our nearshore boats.
i said no problem & upgraded you to our nearshore boat. 100$
i sent over identical boats to pick up both of you from sunset key so you did not have to take the ferry then a uber to our location.
you boarded with your two young sons and departed along with your friends boat.
the weather turned overnight and was no longer calm like the day before. while heading out your captain stopped at a wreck and you caught some barracuda. at this point it was clear that your kids would not do well on the reef.
so captain steven made a good decision and kept you & the kids inshore where they would not get seasick. at the end of your trip & on the way back to sunset key it downpoured and you got rained on. captain steven dropped you off brought your fish back to our dock cleaned & bagged them up for you. we met you again at 4pm where you picked up your fish & a few items that you left on the boat. didn’t bother to pay upgrade & left captain steven a 20$ tip. while your friends left their captain 200$tip
please use someone else next time you visit.

really chris!! when you write a subpar review you should let the business & readers know why!! this is what i know. you called me last minute to see if you could book a fishing trip because your friends had already fished with us earlier in the week and were fishing with us again on a second trip & before i could call you back you went online and booked one of our inshore boats. which is fine except you wanted to go reef fishing with your friends who were fishing on one of our... Meer