Misleading Information, Denied Boarding, and Unprofessional Service at Waterfront Charters

I recently purchased a voucher from FOMO for the Waterfront Charters Champagne Cruise (Pre Sunset) for two people. Before buying the voucher, I called Waterfront Charters to confirm the booking details, as the FOMO website only listed a 60-minute voucher, while Waterfront Charters offered a 90-minute sunset cruise. I spoke with a staff member named Brent, who assured me that the 60-minute voucher would indeed allow us to book the 90-minute sunset cruise slot. I called again to double-check, and another representative confirmed Brent's information.

After purchasing the voucher, I successfully made a booking, and we received an email confirmation of our cruise reservation.

On the day of the cruise, while we were en route to the Waterfront, I received a call from Shanice Pearce at 17:02, informing us that we had made the "wrong" booking and would not be allowed to board. We were supposed to check in by 17:45, and we were already on our way, having made arrangements and expenses to enjoy this experience. Despite explaining that both Brent and another representative confirmed our booking, Shanice acknowledged it was an internal miscommunication but still refused to accommodate us.

Upon arriving at the office, Shanice’s behavior was unprofessional and rude. She was dismissive, refused to consider the information we’d received from her colleagues, and made racially insensitive remarks that made the situation even more upsetting. This was highly disappointing and far from the welcoming experience we had anticipated