Hello Lisa S,
Thanks for taking the time to write a review for us. I'm sorry to hear you weren't satisfied with your experience. I'd like to shed some light on the points you've raised to hopefully provide a better understanding of what happened on your tour.
Our tours have a very large range, and while we often find whales near Nanaimo, sometimes reports of wildlife are further away, bringing us to the Southern Gulf Islands, sometimes Vancouver (as you experienced), and even US waters! Similarly, Vancouver whale watching companies will often travel across the water to Nanaimo, if whales are found here. This large range gives us a very high success rate in finding whales (over 90%).
On the date you joined us, we received two separate reports of whales spotted in Howe sound, and no other reports. So off we went to Howe Sound to search for these whales. In fact, multiple vessels from other whale watching companies also searched Howe Sound for whales, because the industry is collaborative and sightings are shared. But as you know, we were unlucky and were not able to find the whales.
Although we are successful finding whales on most of our tours, it's important to keep in mind that we are looking for wildlife, so there are some tours where we aren't able to spot whales. However, it sounds like you were able to spot some harbour seals and Steller sea lions at Entrance island on your way back to the dock. We are very passionate about marine life and we do our best to show you as much wildlife as possible, rather than just whales. I'm glad to hear you felt your guide was knowledgeable and used the onboard material to provide some education on BC's coastal wildlife.
As for the length of commute, I'm sorry you felt it was long. We advertise a tour length of 3-4 hours, and up to 5 hours if whales are reported at the edge of our range. This is mentioned in your confirmation, and is a typical length of tour for whale watching in our region. The whales travel great distances throughout the day, so to have success finding them we must allow at least a few hours to cover the large area where they travel. And even when whales are found very close to us, we always stay out for at least 3 hours to give our guests time on the water to enjoy the boat and surrounding scenery.
Finally, we are pleased to offer a voucher for a free trip if whales are not found. Keep in mind that your voucher never expires, it's good for life!
I hope this has provided an explanation to your points, and I hope you'll decide to join us again next time you're in town. We'd love another chance to show you some whales!