We work hard to make every customer experience exceptional. This customer booked a rental on Friday for the next day, Saturday during a holiday weekend and never showed up. A week later, on a busy good weathered day, she wrote an email saying she made a mistake and wanted to reschedule her appointment to the next day. That evening, when I got back from the docks, I rescheduled the appointment without penalty exactly as she requested. I was notified the confirmation was received and opened. The next day, just hours before the reservation, she wrote another email with concern about the potential of rain, was a beautiful day. She again did not show up. Two days later she wrote an email saying she did not come to Jet Ski because I rescheduled her too late. We held off other customer bookings on two different days and turned away customers both days and would have certainly cancelled the booking had she given us advance notice. After all this, I wrote to the customer and told her we would honor one more rescheduling without fee. What would happen if you missed your air plane, a Broadway show, or a concert? Do you expect a refund for that? Most every day in the summer the forecast expresses a chance of thunderstorms, they are usually wrong and even if they do occur, they only last a few minutes and then sunny again. We run a reputable business and are in business to add happiness and fun into people’s lives. For the record, we are located on beautiful Jamaica Bay, NYC’s largest park and wildlife reserve. We offer rentals in the bay and tours all over NYC’s waterways including NYC Harbor, Statue of Liberty, Brooklyn Bridge, World Financial Center, Coney Island and yes, even into the Atlantic Ocean.