TravelTalkOnline Forums Travel and Vacation Forums British Virgin Islands The Catamaran company ,charter nightmare

Here is a letter I wrote to the company. I don't really know what to expect from them in a response. I honestly will be surprised if they respond at all. This is only the crust of how bad things actually were on board.
Thoughts?


A group of us took a charter aboard Anchor Management in June. The night we arrived we met the chef and captain we had hired. It was specified after a long day of travel to make sure the water heater was on for us. Later that night we went to shower and had no hot water. The chef we hired ,who was staying on board,attempted to remedy the situation by calling someone familiar with the vessel. We were told in a very offensive manner to not touch anything on the boat or we would be responsible. We were told to go use the bath house nearby. This bathhouse was unclean and had no hot water. The next morning I visited the front office for help getting the issue resolved before we set sail. No one ever came to the boat to fix it. The neighboring boat captain (Hal) came aboard and told us if we did not stop complaining the boat wouldn't leave the port as the captain (Ron) would quit on the spot. This did not set well with us.
Over the course of the next few days we were told the water heater had a bad part and could not be fixed. Being familiar with boats we asked the captain to crank the engines and heat the water for us so we could have hot showers. The only day he obliged was Wednesday for the nice dinner at Anegada. We were never offered an explanation as to why our request wasn't honored. We realize boat parts aren't readily available but there was no reason to not use the engines to heat the water.
I also need to address the chef we hired for this charter as well. Two of us had packed our meat from the United States and it was conveyed to the chef to keep our portions separate and explained how we wished our meals to be prepared. We were chastised each time we entered the galley to get a bite to snack on. After several meals with no meat we questioned why we weren't being served our packed portions and were assured the meals were being prepared right. The last two days of the trip the two guests who packed their meat wound up feeding the entire boat,crew included,their meat portions. The chef even threw two steaks overboard saying they were soured. This was a lie because we checked the frozen meats each day to make sure they were staying frozen. There was 30 pounds of meat frozen. It is unacceptable that the two persons who transported the meat did not have meat with each meal as they requested. Friday the chef cooked more meat than could be consumed.
Needless to say this seemingly small inconveniences ruined the majority of our trip. We were a group of 6 friends who have boated together for years but due to issues aboard the vessel we did not speak from Wednesday evening to when we returned to port. We have not spoken since.
This was to be the trip of a lifetime for us and it turned out to be the worst vacation we have ever booked. I am still broken hearted over the money we spent on this vacation and it's disappointing outcome.

Please give me an explanation why this crew did not address our issues and make this a vacation of a lifetime like we were assured it would be.

oh boy, this thread is going to get wild...It's been a quiet summer...

Certainly a well explained problem and I hope the Company has some way to help solve your disappointment - I am a bit surprised to hear you are heartbroken about the money part and not the loss of good friendships however.

I think this certainly makes the case for hiring a boat that is owner operated and crewed. They are many of them here on the board.

It sounds like you hired the captain and chef from the same operation that you chartered the boat from. They have no skin in the game. They get paid to run a boat that doesn't belong to them and cook for a group that they have no relationship with.

Those who run their own crewed charter boats would be out of business if they treated their clients that way.

It is not uncommon for a boat to have minor problems, but I think you could reasonable assume it would be fixed or the hot water issue accomodated using another vessel or at your suggestion the engine heating.
As for the chef, sounds like a pain in the [censored] that doesn't care about your wants or needs.

I'm sorry about your lousy trip. If you make a next one, look for a sponsor that owns the boat and business. There are several really good ones, the bad ones aren't in business anymore.

Something does not add up on the hot water. I assume this was a catamaran. Each engine and hull would have a associated hot water tank which is heavily insulated. The water can be heated by a electric element or running the engines. The electric elements are almost never used in the BVI because they draw a lot of Amps and can overload show power or a genset if the AC is running. Normal engine use to dock or moor a boat should however heat the tanks and provide adequate hot water for reasonable showers all evening. Each hulls system is normally independent of the other.
Having said all of the above the water temp in the tanks is normally fine for showers even when the hot water tanks are empty. Certainly worst case it would be a very minor distraction.
G

Was there no way to get in contact with the charter base for some support on your hot water problem? Maybe to explore the possibility of switching boats?

I'm surprised you waited several meals before asking for your protein and why not ask for a small portion every meal or every day from that point on?

I am only surprised that you waited until the end of this trip to send an email? I wonder if the owners/managers of the company knew during the trip that they could step in and help from at least that point forward?

Something more was going on to ruin the trip beyond cold water and not enough steak.

Sorry to hear you had a bad experience. Is there more to it then what you posted though?

Because I'm not sure why the issues listed would ruin a trip or cause issues between you and your friends.

It seems the big issue was the chef? Did you ever consider just firing them? Worst case you pay them anyway, but you could have at least dealt with your meals how you wanted, just would have meant your doing some cooking.

You need hot water in the BVI in August?

I agree about the hot water in Aug. The other thing I don't get is on a cat there are as I mentioned before normally two systems. One should have worked. I also had a hard time with the meal thing. If I brought 30lbs of steak I would be asking why I was not eating it!
G

I don't mean to make light of the issue but Captain Ron? Too funny.
If you have not seen this movie load it up and have a nice laugh/cry and then plan your next adventure. Without Captain Ron.

Kryssa, I personally went to the company office at the marina Saturday morning before we left out to ask for the water issue to be addressed. They sent someone out to our boat on the water Tuesday and said it was a bad element. No other boat was offered to us. This was the first of the collapse of our friendship as two of the guests were adamant about the water being fixed and others were not. It caused a big scene Saturday morning before we left out. Everyone has their luxuries. Had the air conditioning not been working , for instance,others would have created a bigger stir than those with the water issue. It's all in what your comfort level is.
We gave the chef the benefit of the doubt the first day and a half before we began asking for the meat that was packed. He just kept assuring us he was a professional chef and we were not to worry about it. By Thursday morning, having packed 5 pounds of bacon for 2 people and only having bacon one morning, things got heated with the chef.
We only had internet at Peter island twice the whole week, which was fine, it was a group decision to try to enjoy the remainder of the trip and address the issues once we returned.
George yes it was a brand new catamaran.
We paid 18,0000.00 for the week for the boat,Capt. And chef. I expect hot water if the boat is equipped. we didn't pay that much to take cold showers all week.
I suppose we could have fired the chef but we would have had to taken over cooking the meals and not all the ladies onboard had cooking skills so that would have left two women cooking all the meals for 8,plus crew,and that was not fair to ask of them. It was their vacation too.

WOW $18K for a week and only terrible memories.

Unfortunately it sounds like the "mood seed" was planted Saturday morning, especially the way you said another captain came over and commented. First impressions on both sides went south quick. HOWEVER, if I pay 18K for a charter I would expect hot water and a flexible chef. Hope the friendships heal. <img src="http://www.traveltalkonline.com/forums/images/graemlins/toast.gif" alt="" />

I guess I am confused by the term element. That normally implies the electric element in the system. Those are rarely if ever used in the BVI because of the amp draw. Running the engines even just a few minutes for docking normally provides plenty of hot water. When there was no hot water it's usually because the valves are turned off at the tanks. I have found that on several charter boats.
G

I should add that Capt Ron and Hal are best friends and were inseparable the entire trip from each other's boats. Hence the reason he felt he could come onto our boat and chastise us.

I don't really understand this. You can't really get cold water in the system in August, the temperature below deck in confined spaces is nearly always above body temperature..hence you start with warm water. A little running of engines or genset in our trawler made for very hot water.
These days we have a small power cat, there is no hot water tank aboard. The transom shower is never "cool" . In a zero to 10 scale on an impediment to enjoying a trip to the BVI having 100 degree plus water and having 130 degree water I could see steam rising from would rank a 0.1 . There is so much to do and see and enjoy, as long as there are comfortable showers to be taken I don't believe many would view this as a huge problem. Heads not working? No water.. Big problem..By the way unless there was a watermaker on board, the person worring about long hot showers with 8 on board is likely to be unpopular. You had probably 200 gallon capacity. Though many don't abide by it, boat showers should conserve water. Get wet, shut off water, lather, rinse. Wet hair shut off water, shampoo rinse. In that case there is little difference in hot water or warm water. I am in no way saying someone cannot insist on all the hot water they want and as hot as they want. It is just not a big deal for most.

I'm not sure I understand the food situation. Did you hire the chef separately or furnished by charter co.? Did you provision the boat or did the chef? Did you tell them before hand that you wanted each couples food prepared separately ? Please correct me if that is not the case. In the small galley it would be somewhat unreasonable to expect the chef to prepare separate meals for each couple. I often hear of a person or couple aboard requiring different diets..vegetarian, gluten free etc..but I've never heard of three couples bringing separate food for someone to prepare individually.
Indeed when we had the charter boat and today at the condo down there we and guests will bring some special items from home..provision together and use the supplies in common. Since I have never heard of three couples wanting their food kept separate, I'm guessing the chef who has to plan the meals found it strange as well.
I'm sorry you had such a bad time but honestly can't understand it. Perhaps it would have been good to have told the chef that he/she was going to prepare meals separately with items each couple brought. That could have been discussed and the chef declined the charter or done it at a much higher per diem. Just my thoughts after spending trips on the water.

There was a water maker on board.
We hired the chef from the company and provisioned our own boat to our liking. We specified the separated meat but also requested to cook the packed meat to match whatever the meat of the day was. For instance, if the group was having chicken then it was requested to thaw the transported chicken to accompany it. We asked for no separate meal prep or cooking style. Pork chops,ribs,bacon,chicken,summer sausage,regular sausage,butter and milk were packed and asked to be used in tandem with the group meals. No extra effort on the chefs part.

As asked in a private message. Yes we tipped the crew 800.00 a piece because it the accepted practice, not because we were satisfied. I find it offensive that someone would suggest we didn't intend to tip .

See this is where I think thinks went badly not just with chef but perhaps your other couples. This makes it sound like the food was there to be used by the group, which is the only way I've ever seen things done on a group charter. Somebody brings steaks,lsomebody cured bacon whatever..but to be used for a group meal. That is no problem I'm sure.

But in original post you said.
"
"Two of us had packed our meat from the United States and it was conveyed to the chef to keep our portions separate and explained how we wished our meals to be prepared."

"The last two days of the trip the two guests who packed their meat wound up feeding the entire boat,crew included,their meat portions. The chef even threw two steaks overboard saying they were soured. This was a lie because we checked the frozen meats each day to make sure they were staying frozen. There was 30 pounds of meat frozen. It is unacceptable that the two persons who transported the meat did not have meat with each meal as they requested. Friday the chef cooked more meat than could be consumed.
Needless to say this seemingly small inconveniences ruined the majority of our trip."

You see the indication was those items brought were to be cooked separately for two couples. That is just unusual and putting out a meal for 8 on a boat is tough enough without trying to be sure these 4 people get this and the other 4 don't. Is it possible that this aggravation at having to share these provisions or not wanting to share was at the center of some of the hard feelings?

If chartering a boat from the charter co we were with and you paid a per diem for a skipper and a cook, you were responsible for providing for their food as well. Now fully crewed charters including food are different.

Anyway I think I would advise couples chartering together have several discussions about what they are going to do. They should understand even on a nice vessel in some ways they are "camping on the water". Things will often go wrong, genset or Ac breakdown..a head malfunction. Shower sump get clogged. Stuff happens. It is not like a resort stay, though the captain and company should do everything possible to make your trip everything they can.
I would also advise using the same plan we all learned in school when they take your candy away. "If you don't bring enough for everybody, don't bring any. ".
I would be as uncomfortable as bringing a dish to a picnic or a church supper and telling the kitchen crew.."this is only for these two couples"

It seems you were on a hybrid between bareboat and crewed charter and it did not work out. Maybe a real crewed charter or just the two couples that wanted to bring food would work better. Not trying to change your mind but if others reading and expecting nothing to go wrong on a charter to reconsider that type of vacation. . I also would encourage people to share and share alike on provisioning the boat. If bring stuff you like, bring enough for everyone. Anyway hope you all get back as friends. Life is way to short to let little things like how hot the water is or who didn't get what at the dinner table to ruin friendships.

I'm sorry for your angst but brought a smile to my face thinking about the late Bill Hartzman's description of some of his charters gone bad years ago on TTOL.. Sail on Bill H .

Wow, the worst part is your loss of your friendships! I think BVI charters may not be for your group. The bright side is that your A/c worked the whole trip. Next time you may want to try a cruise... Cheaper, with all the amenities. Fair winds to you guys.

Yep! Today when the AC or potty does not work on a cruise ship CNN runs with the story 24/7. Where is Clint Eastwood when you need him.

Let me summarize. A "new" Lagoon 52 with AC, Watermaker, Five (5) Electric Flush Thrones, a crew of two, an extra private container with 30lbs of meat and at least 5lbs pounds of bacon... fouled by +/- engine room temperature water in June?

According to the writer two experience captains working in tandem on two different boats reached agreement on at least some of the issues before the boats even left the dock. The shore manager dispatch a boat to the situation and reached the same conclusion later in the charter. Maybe Burger King and "Have it Your Way".

I still don't understand the lack of hot water. Unless it is as George said and the valves were turned off or something - running the engine should give plenty of hot water. And a boat that size should have two water heaters - I'd think at least one would have been working.

I'm also surprised friendships would be damaged over this - Kind of makes me wonder how good the friendship really was? Even no A/C shouldn't ruin any friendships and for anyone that prefers it, a night without A/C is a lot longer then a quick shower.

And I guess I also don't understand the whole meat issue. Since any food on the boat had to be purchased, why not just have purchased the meat for everyone to use AND pay for? Seems that would have made life easier for the chef and maybe avoided problems there.

End of the day, having done well over a dozen charters with a variety of groups, there's one very simple thing I've learned. You simply don't charter with people who aren't flexible. When on a boat, you need to go with the flow and know things aren't always going to be perfect.

And if you do want to do a charter with chef and captain, a crewed boat is probably a better choice then a bareboat with hired captain and cook.

I can see how you'd be disappointed and I'm really sorry things went badly for you guys. It won't help you but at least you let CatCo know about your experiences with the captain and the cook. I can't imagine why the captain would not run an engine for hot water in the evening. I sense the cook had his own ideas of what he was going to do - he just wasn't prepared to tell you his plan. In both cases that would be "no tip for you"! Of course, if either had a reasonable explanation for their actions, I'd be willing to accept that and move on.

For those interested in as near a perfect trip as possible hire a full time crew and boat - if they can't keep everyone happy no one can.

It's all about expectations and nobody prepares the uninitiated for the downsides of paradise; things like oppressive heat at the dock, sunburn, mosquitos, no-see-ums, flies, jelly fish, sea sickness, rain, rough weather, lightening & thunder, breakdowns, crew incompatibility and having to obey a command or do some work from time to time.

I have been Captain and previously a chef and a mate on full time crewed Charter boats - It was some of the easiest and hardest weeks of my career - totally depending on the guests expectations and attitudes and occasionally alcohol consumption.

We had the spare cabin you were welcome too. It had very hot water.

And the plot thickens...

In all seriousness, I'm sad that this group had such a bad experience. I wonder how they found this particular boat/crew and how much research went in to finding them.

Rick, I know these folks. They are all on my dock. We were there at the same time but we bare boated as I have done for 15 trips. All the folks on Lakegirls charter are VERY experienced boaters and all own very nice power boats. They paid to have relaxing fun and it didn't seem to fully work out that way. Their expectations were not unrealistic just under delivered.

I surprise the cook would even consider using meat the he/she didn't purchase themselves. They are putting the quality of their final product in jeopardy by not selecting the meat themselves.

And imagine if some of that meat was bad. It would have still been considered the cooks fault even though it was provided to them.

All in all, those 2 issues are both minor and if those were the only problems I would have considered it pretty successful.

$18'000 for a week for 3 couples and you had to bring your own food? Just curious what kind of boat was it? how large?

Last time I checked you can get a 58' cat chartered and crewed all inclusive for $20K. Don't see the value in this arrangement but don't have details.

I do feel a bit sorry for the chef. Trying to prepare meals in a galley and having to keep track of who's meat is who's and having to make multiple meals for a setting would get frustrating, confusing and impractical if not impossible.

Sorry, I also don't get the issue with no hot water. The water in those tanks have to be at least 39 deg (Celsius, Canadian Eh!) After a hot day in the sun and water, a nice cooling shower is much more refreshing and definitely not worth ruining a vacation or a relationship over.

Also you are combining boating with da'islands mon! Service standards, parts availability, repair times, all have to be set low. If they exceed great! If not, have another drink, enjoy the water and the beach...

Great story from renting From Moorings. The towel that they had on the boat to wipe your feet on was dirty from the maintenance people wiping their boots on to fix an odor issue from one of the heads (They ending up just spraying some cleaning solution which didn't fix the problem by the way.) When I asked for a fresh towel as the towel was already dirty before our departure they just looked at me with that... "what do you expect its for wiping dirty shoes, dumb [censored]" look . "Sorry no other towels available" they said... And that's when I remembered "oh yeah I am in da islands" and about to set off on a 7 day adventure of a life time! laughed it off and departed. <img src="http://www.traveltalkonline.com/forums/images/graemlins/Groovin.gif" alt="" />

Actually an online quote from The Moorings for a crewed charter in the BVI for any 9 days next June for 8 people would be over $35,000 for the boat plus the 15-20 percent gratuity paid on the full amount at the conclusion of the charter. Using the actual charter numbers above this group paid $18,000 total for 9 day or +/-$250 per person per day for a crewed boat with AC, watermaker, and five (5) electric flush thrones.

I think you meant "at least 29 deg".

No actually upper 90s F. Is about right below deck after a hot sunny day in the BVi, warmer If engine or genset has been on. 29 C. Would require a charterer Togo waaaay too far north for a charter boat. <img src="http://www.traveltalkonline.com/forums/images/graemlins/jester.gif" alt="" />

"Service standards, parts availability, repair times, all have to be set low"

As a boat owner in "da ilons" there are plenty of good mechanics, between SST, BVI, SJU, and SXM, parts are plentiful. You can get most anything overnighted. Depending on the location, water heater is an easy install. Since there were 2 and neither worked, I would assume they were turned off. Some of you think it's fine to take cold showers, not me. Here is a 11 gallon water heater, so cost should not have been an issue.

http://www.westmarine.com/buy/west-marin...111?recordNum=2

I dunno, but I suspect that there were a LOT of poorly working parts here.

Having run a crewed charterboat for years, and before that bareboat skippered (granted in the old days)here's my two pence.

I'm thinkin' that your party was a bunch of Millenials, or slightly older...used to instant gratification and anonymous communication. You would have been comfortable texting the crew of your displeasure, but would avoid actually sitting down with them and having a face-to-face meeting to iron out the problems before they became insurmountable.

The fact that you brought meat to be divided up differently at each or some meals is no less than ridiculous. Unfortunately your goofy chef didn't have the ability to discuss a more reasonable plan with you, and practiced the prevalent West Indian technique of avoidance (not to say that he was West Indian by birth). Obviously you should have stopped the madness at the first meal, and again...had a short meeting, which may or may not have been productive, as far as the silly meat allocation was concerned, but at least you would have had a plan.

The hot water thing is also nothing short of ridiculous. If you had knowledge that the engine heat exchanger was working, and that the problem could have been solved by running an engine or two...you obviously should have had a short meeting with the captain - mano-o-mano to resolve the issue. If it couldn't have been resolved...seriously...get over it. Cold water happens. And in August at Latitude 18, nothing is actually cold naturally. Take a saltwater bath with a freshwater rinse and enjoy your evening.

The captain sounds like an idiot. He should have been sensitive to your dissatisfaction and addressed it toute de suite. He should know that he's more flight attendant than pilot in the BVI. The fact that you tipped him is a testament to your weakness, not his.

The bottom line is that you should have...as some have emphatically suggested...gone with a crewed charter boat. They would have communicated with you in advance and worked out the details of your 'meat situation'. If there was no hot water, the skipper would have gone to the ends of the earth to solve the problem.

When I ran my charter boat, I would have done virtually anything to make you happy. And our guests agreed...with never a bad comment...in spite of many difficult situations (losing steering, inadequate power at night, running aground at Anegada...the list goes on).

I only actually terminated one charter. That was because the drunken wife, and mother of three, demanded 'special favors' from me. I negotiated a refund with the whipped hubby (everything was refunded except the cost of perishables - which we donated to the hospital). We put the entire family ashore in Road Town the next day.

Reasonable people talk reasonably to one another to resolve issues.

It ain't rocket science.

I have run the engine in the morning leaving the anchorage , stayed under sail all day and the water was still warm, not hot, for sunset showers aboard.
I have hung solar shower bags on the mast all day sailing and the water was too hot to use undiluted.

I guess only ladies can cook <img src="http://www.traveltalkonline.com/forums/images/graemlins/Grin.gif" alt="" />

<img src="http://www.traveltalkonline.com/forums/images/graemlins/duh.gif" alt="" />

There is a reasonable possibility for the meat: someone brought Kosher or Halal provisions which weren't available in the BVI.

As to the rest, I have met some oddball crew. This happened during the timeframe the government was actively enforcing the labor and other laws at the charter companies. Who knows what effect that might have had.

I saw that too. Regardless, even though I am not a 'boat person', I just don't get the meat situation. Do people routinely bring their own separate meat supplies, when there is a bareboat? If I were renting a villa with two other couples, I would never do that..