Hi and thanks for the feedback, and of course thank you for your repeat custom, we really appreciate it. We are a bit surprised actually that you felt disappointed by the trip, as the feedback you left us upon checkout was a perfect 4 out of 4, and speaking to the guides Amr and Saad they were unaware of any dissatisfaction.
Nevertheless of course we are only happy when our divers are, so we must apologise that you were less than satisfied with some things during the week.
Regarding the transfer, we do sypmathise that there can be a lot to read through before coming and things can get missed. We do offer free transfers yes, but that can only be at popular, set times. I welcome you on the next booking to request details of the free transfer and get clarification about your transfer, either through a tour operator or with us directly and we can give you straightforward advice to ensure you save e the fee, or at least factor it into your calculation.
For the internet, we used to have a system that had no individual limits but changed to a restricted version due to regular complaints. We can only purchase a limited amount of data as it is cellular based, and we found with unrestricted use the data was very quickly consumed for everyone by a few individuals with cloud based backups for example. This new individual restriction means people are a little more responsible for their own consumption, and it does not affect others on the trip. 250mb should be enough for emails, messaging and casual browsing but not updates, cloud services, video streaming etc and those wishing for more can purchase it. We always monitor feedback, and will keep yours in mind when we next review our internet options, but being candid we have gone from many complaints per month to almost none since we restricted the data to individuals.
I am sorry about the incident with Valerie. She is a freelance guide we got in as a 3rd guide - in addition to our usual guides of Saad and Amr - on request of the Spanish tour operator onboard due to her Spanish language. The tour operator was very complimentary of her and gave excellent feedback, and she does have a long history of work with other professional companies in the Red Sea. However you are right there should be no rudeness or arrogance from any of our staff, only professionalism and great service so I apologise if there were some undesirable behaviours. While I agree with your sentiment that food is inclusive so guests should be encouraged to satsify themselves, in a shared environment like a liveaboard there should be a communal spirit where people are respectful of their actions and how they affect others. But of course advice and guidance on these kind of issues can be done tactfully and privately if necessary.
Again, my apologies that you were less than satisfied about the trip and I do appreciate your feedback. I hope that the positives of the diving, the boat and the Team except one are enough to make sure you do come on another trip with us. If you want any further help, or have more comments please do not hesitate to contact me on luke@emperordivers.com
All the best,
Luke, General Manager.
