Lady Enid - Barefoot Luxury Day Sailing | Iconic Whitsunday Adventures — Attraction in Airlie Beach

I booked a Whitsundays tour on what was advertised as a “luxury yacht” for myself and my girlfriend.

Unfortunately, the entire experience with this company was disappointing from start to finish.

We booked the tour the night before and both of us must've eaten something we didnt agree with so woke up the morning of the tour feeling unwell. We called the manager multiple times, asking if we could reschedule. She was dismissive, and repeatedly told us “no refunds” — even though we never asked for one just a reschedule. Eventually, she stopped answering our calls altogether.

We decided to go on the tour despite not feeling great, only to find that the yacht was not “luxury” — it was old, run down, and uncomfortable as we were sat on the deck floor with no cushions as the few seats were taken. We told a staff member we weren’t feeling well, but the manager again refused to help, and even basic things like a cushion or a seasickness tablet weren’t provided.

We had to ask other passengers to make room to sit on a seat rather than the floor next to be more comfortable. At this point it got a bit much for her so she had a little cry into me, the captain noticed and kindly offered to speak privately with us and actually suggested we come back on the next available tour. He assured us this would be better, and that it wasn’t fair for us to push through while not feeling 100%. Although we were willing to stay on the tour, he told us this was the better option.

So, the boat turned around 15 mins, and we were taken on a little boat back to shore in front of all the other guests — an embarrassing experience. We booked an extra 2 nights in our accomadation to go on this next tour.

The next tour we were rebooked on was cancelled the night before. The cancellation email even stated we could arrange a refund, but when we called and emailed the manager she refused, claiming we had cancelled the first tour (which isn’t true — the captain offered to reschedule us). She went as far as to accuse my girlfriend of “causing a scene,” which she absolutely didn’t, and even laughed at me when I tried to explain what had happened.

We paid $570 for an experience we never received, and instead we’ve been treated with rudeness, dishonesty, and complete lack of professionalism.

All we wanted was to get our money back after the company cancelled on us, but instead we’ve been ignored and refused.

I rarely leave reviews, but this was by far the worst customer service experience I’ve had. I would strongly recommend avoiding this company. I am willing to update this review if the owner Nicole responds and resolves this experience as she has been back in office since 26th September and we are still waiting for her response. I hope we can then rewrite this review to actually reflect their company values they state online to refund services not recieved which they...

Our booking on the Lady Enid was cancelled two days before departure. We were offered another boat called Providence V which we accepted as we didn’t have time to think about other options. This review is for Providence V. The pick up experience was poor, not enough seats for guests on the bus, the driver was driving too fast and we were crammed in the back seats with back packers luggage falling over us. Hygiene on the boat was poor, one guest opened the lid to the shared water vessel early in the trip and sunk his dirty cup in to fill it, contaminating the rest of the water. Goggles, masks and stinger suits are rinsed in cold water with a dash of pinoclean disinfectant, then ready for next customers. Dirty water is then tipped into the ocean. Guests were allowed to throw food scraps into the ocean. The main sail had a large tear so we motored for the entire journey without sails. The skipper informed passengers during the introduction that they were expected to help as the boat was too big for the 2 person crew (skipper and deckhand) to manage alone. The life jacket used for the demonstration had a large tear in the fabric. Snorkeling experience was poor and unsafe, no head count or check to ensure all guests back on board. Guests were left in water without being informed the tender boat was returning to the boat. There were no small stinger suits and the large one I was given made snorkeling almost impossible as it filled with water and was very heavy. Pre tour information includes no bringing drinks onboard as a fully licensed bar is available. There was no bar and no other drinks (apart from contaminated water and a hot beverage at 8.30am). No choice of food. Lunch was half a wrap served at 2pm after being served tea, coffee and cake at 8.30am. The cups were filthy. A shared fruit plate was taken around late in the afternoon and guests helped themselves to fruit. There were no tongs or serving implements so fruit touched by other guests. Deck was crowded and not enough space for guests to sit. A very...

The Whitsunday Islands were breathtaking and the skipper and crew on Lady Enid tried their very best to deliver. It was so nice to have just a few people on board and have plenty of space on a traditional sailing boat. But all was not well with Lady Enid on our tour on Friday June 2. A terrible, pervasive toilet smell from which we couldn't escape, two smokey engine failures and a compromised itinerary. We do understand that things happen, and as the owner said "it's just boats". We did have a snorkel of sorts, and made it to Whitehaven Beach (albeit with a challenging dinghy transfer due to not being able to get onto the beach the usual way) and we did experience the most glorious sail home in the moonlight! Food was plentiful and Patrick was most attentive to everyone's needs with food, whilst also helping out with the ongoing issues. Despite fabulous reviews, we felt Lady Enid needs a freshen up and some attention. She's getting a bit tired. The snorkelling gear also needs updating. To be fair, one of the ladies on board had been on three previous Lady Enid trips, and told us that they had all been of a very high standard. But given this trip wasn't, should misfortunes with the vessel be a cost customers bear on a luxury trip at $269 per person? We wouldn't wish to be compensated with another Lady Enid experience (and indeed many customers on board will have left Airlie Beach anyway), but we feel the ten customers on board that day should be offered an apology and a portion of the cost refunded. "High end elegance" was what was promised, but wasn't what was experienced. We contacted the owner with this review, before posting publicly, but as yet haven't received a response. Tonight we received an email asking to submit a Google Review, so here it is! Update: it is now over a year later. Still no response from the owner to my email, or this review. Update 2: Now 18 months later and still no response...