Boston Harbor City Cruises — Attraction in Boston

We partook in this venture on Saturday, July 30, 2022. I made a reservation prior to on Groupon. Our reservation was set for 4:00 PM. Upon arrival we went to the ticket kiosk and the employee informed us to wait at gate two for check in. Once it got close to the time for us to board, there was an employee that came around and scanned ticket QR codes on our telephones. Before docking the ship we were able to take photos with our party. Once we docked onto the ship, we had the option to stay indoors or outdoors. Upon arrival onto the ship, I noticed it was a bit rundown, smelled mildewy, and despite this it was spacious. The ship on the outside definitely looked nicer than it did on the inside. We decided to sit at a spot inside on a bench. The benches were also raggedy and swiveled loosely once moved. They have tables and chairs inside, and beverages/snacks for sale on the inner part of the ship. When everyone was docked, the narrator began to speak and had the most eloquently articulate voice. It didn’t take long before we promptly backed out of the Boston Harbor and embarked on our tour. The narrator started off by giving information on basic boat terms such as the bow, stern, and other terms. Once we were backing out of the Boston Harbor he began to speak about Long Wharf and the surrounding area. He provided tidbit information on the buildings that encompass this area as well. He also included information on the Boston Tea Party and this being the starting place of The American Revolution. You do have the option to go out onto the decks which had beautiful scenic views of the Boston Harbor and surrounding areas. The wind was just perfect as a counteracting agent to the extreme heat, since it was 90ish degrees this day. As we sailed into South Boston, the narrator began to describe Bird Island where pirates were hung. He also discussed Apple Island where certain fruits were first introduced to the United States. The narrator also stated this is where the folklore of Johnny Appleseed originated. The narrator pointed out Castle Island and Spectacle Island, which are 2 of 32 Boston Harbor Islands. As we circled around, the narrator pointed out the Nantucket Ship to us. This ship is a beautiful red color and had the word Nantucket written on it in white bold letters. This was when we were approaching East Boston and saw the Bunker Hill Monument, The Green Harbor Bridge, The USS Constitution, and The Charleston Navy Yard ships. The ships were simply beautiful and I could tell they were very well-maintained and cherished relics of the United States. He also provided us with background information, including that a woman is now the captain of the USS Constitution. We also passed by Memorial Bridge and headed up towards North Boston. Here we got an even closer view of the beautiful Boston Harbor. All of the views on this ship were simply breathtaking and it was amazing to see all of the signature beautiful Boston landmarks. This includes the Boston Logan International Airport where we were privileged to see planes landing on the tarmac right from the water. Other notable gems we saw on the tour were the green gazebo at Piers Park and The Tall Ship restaurant at the Pier. The Tall Ship restaurant was quite interesting because it is a boat restaurant where you can have food and drink while enjoying the beautiful Boston Harbor. We also saw a super yacht which the narrator stated was purchased for millions and also takes millions to maintain annually. It was a beautiful day and it was such a nice experience to be on the Boston Harbor. We sailed safely looking at the various landmarks and taking in the breathtaking sweeping views from the water. Once the tour ended, we departed the ship and had the opportunity to purchase our photos. We did purchase our photos which turned out nice for $25. I think this is a great family friendly fun outing. I would recommend this tour to those who would like to experience a nice Boston Harbor cruise experience. The narrator was great and all of the staff seemed to be pretty...

The Disappointment of a Canceled Whale Watching Tour: A Frustrating Experience

Whale watching is often hailed as one of the most awe-inspiring and humbling activities one can experience. The sight of a massive whale breaching the ocean’s surface, its majestic body soaring into the air, is a moment few forget. For many, a whale watching tour is a rare opportunity to witness these magnificent creatures in their natural habitat. So, when the excitement of a planned whale watching excursion turned into a frustrating and disappointing experience, it highlighted how crucial customer service and proper communication are in the tourism industry.

It all began when I, along with a group of friends, eagerly boarded the boat for a much-anticipated whale watching tour. We had planned the outing months in advance, based on glowing reviews and the anticipation of seeing these incredible creatures up close. However, our excitement quickly turned to confusion when, shortly after boarding, we were informed that the tour was being canceled due to “unfavorable weather conditions.” While we understood that safety is a top priority and weather can be unpredictable, the lack of proper communication and unhelpful staff turned what should have been a minor inconvenience into a frustrating ordeal.

Upon learning of the cancellation, the initial disappointment was somewhat tempered by the expectation that the staff would efficiently guide us through the next steps. After all, handling cancellations and unexpected changes is a common part of the tourism industry. However, the response from the staff was anything but helpful. There were no clear instructions about whether we could reschedule the tour, get a refund, or simply wait for a later time. Instead, the staff seemed disengaged, providing little more than vague reassurances that “things would work out.” When asked for more specific details, we were met with blank stares and responses that felt like they were coming from a script.

It became evident that the staff had not been adequately prepared to handle the situation. They offered no clear alternative options or even a refund policy, leaving customers feeling stranded and unheard. To make matters worse, there was a lack of empathy or acknowledgment of the frustration this caused. No one seemed willing to take responsibility for the lack of communication or the inconvenience of having traveled so far for a tour that was never going to happen. It became clear that the organization was unprepared for any disruption, and the absence of a structured protocol for cancellations only made the experience worse.

What was especially frustrating was the lack of transparency. In situations like these, customers appreciate timely, clear, and honest communication. If the weather conditions were indeed unsafe, we would have respected the decision to cancel the tour. However, the vague nature of the explanation made it difficult to trust that the decision was truly made with our best interests in mind. Were the conditions really dangerous, or were the cancellations due to poor management or operational issues? This uncertainty left many of us wondering whether we could ever trust the company again.

Despite these frustrations, there were some positive aspects. The scenery itself was still beautiful, and the harbor where the tour departed had a certain charm. But as much as we tried to appreciate our surroundings, the overriding sense of disappointment and the unhelpful attitude of the staff overshadowed everything. A trip that should have been a memorable adventure became an example of how poor customer service can ruin even the most well-intentioned plans.

In the aftermath of the canceled tour, I reflected on the importance of clear communication and customer care in the tourism industry. A tour company is not just offering an experience; it’s offering an opportunity for customers to create lasting memories. When things go wrong—whether due to weather, whales or the boat ride—it’s about the service that ties it...

Deeply Disappointed by Lack of Basic Compassion

I rarely write reviews, but our recent experience with Boston Harbor Cruises left my family and me truly disheartened. We had tickets for the 2:30 PM ferry to Spectacle Island this past Saturday. I arrived at the dock at 2:25 PM—five minutes before departure—and saw hundreds of passengers still boarding. I explained to the gate staff that my husband was just seconds behind me, running with our toddler in a stroller after dealing with traffic and parking delays.

I begged them to wait just 20–30 more seconds—as we could all literally see him approaching. The staff, led by Guest Services Manager Nicole Yeager, acknowledged seeing him but still chose to close the gangway at 2:35 PM, five minutes after the scheduled departure. My husband arrived mere seconds later, breathless and confused, only to find the boat still docked.

We fully understand the importance of sticking to a schedule. Had the boat left at 2:30 PM sharp, we wouldn’t be writing this. But it didn’t. And the decision to deny us boarding—when a 30-second grace period would have made no difference to operations—was unnecessarily rigid and frankly inhumane. Because of this, we missed an event we had planned for weeks.

Policies are important, but so is discretion and basic empathy. This experience showed none. I hope Boston Harbor Cruises reflects on how small moments of kindness could transform—not ruin—someone’s day.

Update

Here’s the thoughtful, personalized response I received from City Experiences after explaining how their staff closed the gate five minutes late and refused to wait an extra 20 seconds—while watching my husband run toward them with a toddler. No name, no real apology, no explanation, no refund—just a beautifully vague form letter signed “Guest Services.” Truly a masterclass in customer care. If their goal was to create an “unforgettable memory,” mission accomplished—but probably not in the way they intended.

Hello ,

We are following up on your feedback from your experience. We want to apologize for your experience and thank you for taking the time to provide us with this feedback. It seems that we did not meet your expectations.

We strive to provide our guests with an unforgettable memory and while we may have done so, it was not in the positive way we want. We have shared your feedback with our on-board team from that cruise.

Thank you again for your feedback and please let us know if you have any additional questions or concerns.

Thank you,

Your Guest Services Team at...