iCom Tours — Local services in Malé Atoll

This review should be a ONE Star but I'm giving 2 ONLY because of the guy in this photo he was mature and resolved the issue.

The main cuase of this story was the short Spanish girl from Barcelona (you know who you are) shouted at customers all the time. Very rude and no communication skills nor I'm sure any real qualifications.

You see, they make a lot of extra money from drone shots, this morning they parked the boat so that if you didn't pay for drone you had to randomly wait around whilst they are making money with the drones. Sadly they aren't organized and with 3 staff for over 20 customers, so they made you wait where the current drifts you in the photo shoot of the drone people.

The Spanish girl just shouts are you (i guess that's how they behave in Spain). Her english has a very strong accent so half the people had no clue what she was talking about. But yes her volume was sifficent. She shouted at me a few times that day. I wanted to speak to a manager to give my feedback but they sent am alcoholic to talk to me (he stenched of alcohol).

This man promptly threatened me that if I did not complete the remainder of the payment he would do "stuff" so I insisted we find out what he would do. Also he Saud he was a gangster and he spent time in the island jail (only one in maldives). I wasn't surprised. The company tried to charge me 15 extra for drone services at the police station. I said if they have that footage I would pay everything right away. However being very unorganized they realized they didn't.

I paid my bill with a 10% discount for wasting 3 hours of my time and the poor treatment that day.

The guy I'm with in the photo was the youngest but also most mature and calmly handled it. Four of the five staff there were shouting and tripping out over 30 bucks. They thought I didn't have money to pay to which I showed them pictures of my 8500 usd flight on business class from London.

I paid the young chap and whilst paying the silly little Spanish girl immaturity screamed at me before running off on her gangster maldive alcholoic boyfriend motorbike. Very immature I remind you you are far from young so you should act like a little girl who ran away from Spain because of her problems there.

If it wasn't for the young lad I wouldn't have paid the rest and didn't need the photos. Well done to him.

Have more staff to run the tours. Don't be so profit Hungary and terrified people will get in drone pics and apologize if you shout at someone if the situation was hectic. Above all don't send a drunk alcoholic in to solve a customer with a complaint. It's not wise. The drunk guy (who's meant to be Muslim) is in the last photo drinking...

I joined the Shipwreck, Nurse Sharks, and Stingrays excursion with ICOM Tours today. The activities themselves were fantastic ... definitely worth doing. However, the experience was spoiled by one female staff member (named Anna or Yna, not entirely sure) whose behaviour was shockingly unprofessional and lacking in basic customer service skills.

From the start, her attitude was already off. When a family boarded with a foldable baby pram, instead of showing understanding, she acted as if it was an inconvenience, with an obvious attitude problem. That kind of approach instantly sets a bad tone for guests who are there to enjoy their day.

Later, I had my own issue, they took my snorkeling goggles to rinse before the activity but never returned them. When I asked about it, she completely ignored me and then blamed me for “losing” it, without offering any help or solution. When I said I couldn’t take responsibility for something that wasn’t handed back to me, she played the “you’re rude” card.. her go-to move, it seems, to avoid resolving problems.

Thankfully, Lydia, another staff member, was there to step in and actually help. She was polite, attentive, and more focus about the guests’ experience rather than just a job to pay the bills.

Another disappointing incident was when the same staff member (Anna/Yna) was asked by the family with a 4-month old baby and another guest to turn down the blaring music. Her reply? “There are 21 other people on the boat, not just the baby.” Completely tone-deaf and lacking empathy. I wonder how you screen your staff to end up hiring this woman.

ICOM should also improve a few other things. The equipment codes were barely visible which left guests guessing. If you expect people to remember them, make sure they’re printed properly.

And the food, honestly disappointing. The lunch was dry pasta with even drier fried chicken. Comparing with other tour boats, their food looked much more appetising. If decent meals can’t be provided, at least inform guests beforehand so they can bring their own.

Overall, the activities were amazing but the experience was dragged down by poor staff attitude and lack of basic customer service. I strongly suggest ICOM Tours provide proper training for their team especially for staff like Anna/Yna who clearly needs to learn professionalism, empathy, and how to handle guests...

I had been on a group trip to Maldives. The snorkeling with nurse sharks package was through iCom Tours, wherein photos and videos were inclusive of the package. On reaching the spot, they informed of a drone photo & video option on additional payment of 20-25 USD. They focused on taking drone shots for people who opted for it. I didn't opt for it, as I felt the photos & videos that I would get with the package would suffice for me. I had to wait for a very long time till they completed the drone shots for almost all in the boat. They did not allow anybody to go to the place where the sharks were available, as they wanted the drone shots to be good with only the concerned person in the pics and not anybody else. They kept feeding the sharks till the drone shots were done for all who opted and literally stopped after that. There were 5-6 boats in the same place, docked at an equal distance. Once they stop feeding, the sharks move to the next boat where they are fed (for photos & videos). When this snorkeling was especially to swim with nurse sharks, there was not a single shark left for me to swim with or get that experience or even pics/videos with sharks. Our tour co-ordinator could not join us for the day due to ill-health. On our return to the hotel, I had shared this feedback with him. They had informed him that the sharks should not be over-fed, else they may tend to bite humans, which was a funny/stupid reason (while feeding was done all throughout the photo & video sessions by all boats for several hours till I was there, and may be the same is done all throughout the day). It is fine to find options to earn more money. But, it is also important to give the relevant experience to all. The picnic lunch was horrible, which I didn't bother much. But, I missed the experience of swimming with nurse sharks & having pics with them, which...