Canandaigua Sailboard — Local services in City of Canandaigua

Wish I could give negative stars. Some of the worst customer service I'd ever experienced in my life and will never be returning nor recommending this place to anyone. We mostly interacted with the young girl and young guy (seemed to be in their teens... I think the boy's name was Chad). The worst part was when we came back from paddling. We pulled up and waited as two young girls in bikinis got their picture taken by the young boy who worked there on their paddle boards. They had their beer cans on their boards, which violated the waiver everyone signs when they go out saying that no alcohol is allowed. But the boy didn't do anything about it and just went along flirting with the girls. He offered to help one of the girls carry her paddle board up onto shore. When they finally moved and we were able to pull up we were completely IGNORED. Not a single person working there acknowledged us, offered to help us drag our kayaks up, asked us how it was, or asked why I was all wet. (I was wet from having to swim down and get part of my paddle that fell off into the water. When it happened we called and asked what to do and the girl basically just said we ought to go swim and get it because they're expensive. No concern for our safety, if we were good swimmers to get it, or anything. I'm not the greatest swimmer and had to take off my life vest, get out of my kayak,swim down and get the paddle off the bottom of the lake, then climb back into my kayak). After being ignored there, we went over to drop off our paddles and life vests. The girl was over there and asked the good looking young guy who was leaving before us how his time on the water was. All she said to us was "you can put those there" barely even looking at us then walked away. They did a great job at making us feel unwelcomed. If they were trying to push away customers, they did a great job! So many better options out there with nice folks who will make you feel safe when you go out on the water. Thought we'd give these guys a try....

My review is based solely on customer service. Their equipment was solid.

You would think on Memorial Day they would bring their A game with staffing levels and be prepared. Unfortunately, that was just not the case. We waked in - immediately got smacked in the face with the smell of weed (also not the only ones inside to mention that out loud). They had two young employees inside working the register. We were barely greeted by some young HS looking dude at the counter. Once he finally tells us we can come up to the register, he just stood there with a blank look on his face until I told him we have a reservation for 2:30pm. We were there at 2:15pm like we were told to in order to sign waivers. Best part - they were OUT of waivers and the young employees behind the counter had no clue how to make copies. So our 2:30pm time got pushed to almost 2:50pm due to their lack of being prepared. When we asked where we parked the idiot behind the register just pointed and said over there. Lol, thanks for the details of customer service in your response!

Once we finally got to the water, we got in and we're getting situated when an older employee (manager?) comes up to us on his paddle board and is telling us to get past the markers otherwise we would be yelled at by the lifeguards. And then makes mention of "it was in the waiver." By the way, not only were there no copies of the waivers left, but high school idiot behind the register did not talk about any key points whatsoever that were included in the waiver. You ever get in a kayak and need to make sure you're situated first? Where is the customer service etiquette here?? Like "hey enjoy the water, just make sure you get pass the markers when you're all situated." Nope. There's a massive sale on kayaks right now looks like I'll go buy another one as to avoid renting from...

I don't know what has happened to the service and quality of equipment! The fleet of kayaks they now have are terrible. We had a terrible day out on the lake today due to the kayaks. It was so uncomfortable!! The foot wells are not in good position. I'm 5'7" and the furthest well still had my knees bent way up so quite a few times they were hit while paddling. The backrest strap kept coming undone. So annoying!! The brackets for the seat strap dig into your hips. I couldn't wait to get out of that thing. As for the staff...what happened?? The girl who checked us in said we didn't have reservations when in fact I did. She was looking at the wrong day! That's not a big deal but when we went to get the kayaks at the launch no one was over there to help. We waited for at least 15 minutes!! My paid time. Then when we came in not a staff member in sight to help those coming in. They've always been so helpful with getting in/out of the kayaks. Not today. People were just leaving the kayaks all at the launch and it was a pain to try and get around the piled up kayaks. What's happened to the quality customer service that was spot on the past few years?? Not sure I want to return and...