It was a smooth transaction during the booking process. Antonio attended to all our concerns. On the day itself, however, was very stressful. Their representative on their booth was very disrespectful. We booked 10 days prior the event. We were not expecting to have the boat one hour prior our schedule but it was inappropriate to accept a booking that would finish at 3:10pm since we were booked to sail at 3:00pm. They committed that they would help with the decorations and asked us to arrive 15mins earlier, so we were expecting that we would start decorating and loading the items 15mins prior the cruise time but we were not able to do that. We also asked for trolleys for our items, but again, we were ignored by the team and we carried our items all by ourselves without any help from any of the staff. When we started loading our things at 3:10pm, the boat was a mess. One washroom had issues and trashes from the previous guests were still there. The rooms were also dirty. All staff were rushing, it was a lot of hassle, they did not even get a chance for a proper clean up and the boat was not sanitized. What was more disappointing was right after I informed the manager, Fernanda, personally about these issues, she got defensive and did not even apologize. I saw her talk to her team and they just started laughing, which gave us a conclusion that Fernanda did not even acknowledge our frustration, that they are used to complaints and they are not taking them seriously. We started sailing late so the kids did not get a chance to swim. The crew on board, Victor, was kind and cheerful, but the stress and frustration that the other staff and the manager herself were too much. I sent the manager my thoughts via WhatsApp the morning after the event. She read the messages but there was no apology nor response the whole day. She did not reach out until I posted my review online. Instead of just apologizing, she still insisted on her staff’s false statements. Very unreliable and unprofessional. So disappointing!