Sunn Odyssey Divers — Local services in City of Freeport

I have waited over a year to draft this review. I find myself conflicted because my son and I did truly have a great dive experience with Nick Rolle (Owner/Master Diver Instructor). I choose to go with Sunn Odyssey because of the exceptional reviews they have and thought it would be a good fit for my son to finish his open water dives and get certified. However, from day one, Karen was difficult. We had asked several times if they need copies of my son's open water classroom and pool work. It was an PADI eCertification which generally means all signatures and check offs are online through the PADI eLearning website. Being a former old school PADI instructor, I wanted to make sure that I crossed my t's and dotted my i's. I was assured that everything would be good and that they could take eCertification referral divers to finish up their certification. As soon as we landed, I contacted the shop and spoke to Karen. That is when the first of my headaches began. She informed me that she had yet to receive any of the referral paperwork from my son's Stateside instructor. That resulted in our first of many disagreements with Karen. In the end, our instructor back home was able to email everything last minute and we eventually were able to get my son certified. Diving conditions on the island were not great but Nick and his crew did an amazing job of finding some really special dives sites that my son is still talking about today! Can't say enough about how Nick went out of his way for my son and the other divers on the three days of diving we did. Karen and I never really hit it off but when we finished I asked if they could process my son's certification card. There was an expected fee for that and they took his photo for the card. We paid for the dives, all the shirts we could find that fit, and for the processing of my son's certification card. We left satisfied with our newest certified diver in our family. Fast forward almost a year and we are planning other Bahamans dive trip/vacation. That is when we find out that my son's dive certification was never processed. We had paid for Sunn Odyssey to complete that task. After exchanging What'sApp texts for several weeks, I ended up getting PADI involved to help us get Sunn Odyssey to finish the necessary paperwork. In the end, my son was officially certified (finally) but we never received a dive card. He does have an eCard that we have now printed out but our expectation was that we paid for a physical card. So, the diving, boat and crew experience was great but the dive shop management almost ruined a family vacation two...

The dives were unbelievable, some of the best I have been on, but despite this I much rather would have chosen the same dive locations from any other dive shop in the world.

The experience was completely ruined by the horrid customer service. The entire trip my entire family was passively aggressively harassed by Karen and Nick, not to mention the several times that were not so passive. Any form of interaction with Karen was underlied with clear attempts at our sanity. The company advertises free shuttle services, yet complained and groaned about us requesting to use said service. We had a family of 6 staying at a hotel less than half a mile away, with hundreds of pounds of gear, yet Karen put up a fight telling us to just have the younger members of the family to carry everything the whole way.

For the dives, our shuttle pickups were at 8, which Karen repeated several times that we must promptly be standing outside our hotel at the exact time, which is completely understandable given dives can be time sensitive. After waiting at the curb for 15 minutes with no sign of Karen or Nick coming to pick us up, we moved to the balcony of our room to avoid the beading sun. When the van finally arrived, we moved down and started loading our gear only to be yelled at by Karen for being late. Absolutely ridiculous.

On our last day, we asked to rent 2 tanks to partake in shore dives. We asked what time they needed to be returned, to which the answer from Nick was before close the following day. We returned the tanks at noon the following day only to be greeted with an $80 charge, because we didn't return them in a timely fashion. They seriously charged us for an entire second day on both tanks because of this. Along with this, Karen complained that we had used too much of the air in the tanks that we payed for. Absolutely ridiculous.

Again the dives themselves were excellent, the locations are fantastic, but the service left much to be desired. Nick had his moments, but remained relatively level headed and kind throughout the experience but I wish I could say the same for Karen.

Do not use this service. There are plenty of other dive shops that will offer the same dive experiences without the...

Booked our dive trip 8 months in advance. Initially when I booked for a two tank dive on our port day from our cruise ship everything seemed fine but after a few messages I realized Karen is hit or miss on responsiveness to emails. The week prior to my trip no response to questions. The day we boarded our cruise ship she finally replied saying she was not sure if we could still go or not because of weather but that she would let us know. Two days later we ported in Freeport, weather was absolutely beautiful. We had booked a taxi also ahead of time so he kindly took us straight to the dive shop since we had never received any cancellation emails/messages/notifications of any kind. Upon arrival the doors were locked to the dive shop. When she finally answered the door. She seemed completely confused/almost disoriented and just kept staying, “O my!! I must have made a mistake! Must have forgot to let you know.” She said the weather was too bad and it was unsafe to dive. Again, the weather was absolutely beautiful!! The water was calm, sunny! Perfect conditions. My husband and I are both experienced divers and are familiar with conditions. It was a perfect day for a dive. We even brought all of our own gear. But still no dive. Thankfully our taxi driver took us elsewhere to snorkel since it was too short notice to book a dive anywhere else but I wasted 80 dollars on a taxi trip to a closed dive shop. Then had to pay the taxi service to take us somewhere else (paradise cove did have nice snorkeling). This dive shop is completely unreliable. If you only have one afternoon and a specific time I would book elsewhere. I think they are getting too old, get confused easily, can’t use technology or maybe just didn’t feel like diving that day. But either way our dive trip was ruined for no reason. Only reason I gave two stars instead of one is because they hadn’t fully charged me...