Biobay Puerto Rico Laguna Grande Fajardo — Attraction in Fajardo

I rarely ever write reviews, but do feel I need to in this instance. I booked a biobay tour for my family and was instructed to pay $120 via cash app and then pay $80 the day of the tour in person. I was told the deposit was non refundable at the time of the booking and was okay with that. The next day I received whatsapp messages and a call letting from the Biobay Tour telling me I needed to pay the remaining $80 balance via cashapp that day to save my reservation. I said I was not comfortable paying more money prior to the trip as that is not what I discussed the day prior. After some back and forth it was agreed I would pay the $80 in person the day of the trip, February 28th. I was instructed to arrive 15 minutes early, given the guide's name and contact information. I confirmed my booking and said we will be there.

My family drove 50 minutes the day of the trip and arrived 30 minutes early as we had done some hiking in the area to check out Fajardo. Nobody had showed up by 8:30 PM which was the time the tour was supposed to leave so I messaged the guide's number I had been provided as well as called. After not hearinga response I also messaged and called the Biobay Tour via whatsapp without any response. Eventually a guide of the same name showed up and he was friendly - but said we were not booked with him. Initially he said he would take us out regardless, but in the end he did not take us out with him and said someone else was coming to take us out. Nobody else ever showed up. We eventually left after waiting an hour and fifteen minutes.

The tour operater did apologize the next day and offer to take us out another day, but our schedule did not accommodate. They refused to refund the $120 dollars which would have been the right thing to do. I understood no refund to mean if we no showed or cancelled, but not if the tour company did not provide the service we had paid them for at the agreed upon time. I feel like offering another day is reasonable if it worked for us - but in this case it did not.

I wish I could comment on the actual biobay tour - but ultimately we were unable to go. I made multiple attempts as did my wife to reach out to the tour company kindly requesting a refund and they declined. I also reached out to my bank, but the way the Biobay Tour has payment set up through cashapp to an individual - my bank will not refund the money.

I leave this review as information I wish I had known before booking the tour. I do not feel this was adequately disclosed. I suspect we would have had a good time had we gone on the tour.

Edit: As the tour operator has been less than forthcoming in their response and continues to blame me for what happened - I am going to provide screenshots of the conversation. No mention was ever made about calling or messaging the tour company to confirm the reservation. Take this review for what you will. I have no ill will towards this company - but this was really an egregiously poor customer...

When i called first. The guy said we dont have any availability and said he will call me back. Later, he said he only does for a large group. However, he is willing to do it for me around 10:40. By the time i called i was in fajardo. The guy said he will only take payments on cashapp. And will send confirmation once he receives payment. I said i didnt feel comfortable sending money via cashapp and i specifically told him that i would pay him cash once i get there. So i ended up not taking his service. However, he kept texting me saying that it would be a nice experience to see bioluminescence. I kept ignoring him and he keeps on calling and texting me. So i was like maybe he is legit and I ended up booking his reservation. At the last minute. He tells me oh you have to get there by this time but this discussion that we be having is past that time period. Once i sent him money he is like oh it will be your fault that you were not there in time and will be loosing money. I got so irritated and called him did not answer my phone. Once i drove there, what would you guess. there was nobody. Could not believe that this guy scammed me with a legit business name. Do not reserve fall for this. After all this happened he dares to call me and said that would you like to get refund. You will get it by 3-4 days. Its been 2 weeks not received penny. Also he blocked me! Dont...

We booked for a 830 kayak tour our last night on the island in early November. There were several tour groups gathered there. We drove for over an hour from Dorado. We waited for another couple groups to come back and it was at least 930 before we started out. The guides were pleasant, did a good job getting 5 kayaks down a pitch dark canal, but there was zero bioluminescence. And they KNEW there wasn't going to be any.. hadn't been any bioluminescence for weeks, apparently.. So why sell a NIGHT tour when they know they are going to disappoint customers.. I can see there being occasional disappointing tours.. but during the weeks, months where the odds of seeing any bioluminescence are slim to none, don't false advertise. I would have rather spent the time and money kayaking during the day, when I could actually see SOMETHING! I guess you need to book the boat tour to the island that supposedly has consistent bioluminescence. Super disappointed...