Extremely disappointing customer service.

We booked River to Bay for a hens party with a large group, including guests who travelled from interstate and regional Queensland specifically for this event. Unfortunately, River to Bay cancelled the tour due to weather, which we completely understand—safety should always come first.

What has been disappointing is everything that followed.

We were initially advised that, due to the circumstances of our booking, our refund request had been escalated to Operations and approved. Another guest from our hens party was also advised that a refund would be provided. We then received a completely different response from the Operations Manager refusing refunds altogether and relying solely on their cancellation policy.

The inconsistent communication and different treatment of guests from the same booking has been incredibly frustrating. They have stopped all communication with us now and even when declared to give one guest a refund they haven’t.

We weren’t asking to cancel—we simply wanted our money returned after River to Bay cancelled the service we had paid for. A credit or rescheduled booking was not a realistic option for a once-off hens celebration with guests who had travelled significant distances.

We understand weather is outside their control, but how a business looks after its customers when things go wrong is what really matters. Unfortunately, our experience has left us feeling that customer service and consistency were lacking.

Based on this experience, I would not book with River to Bay again.