The boat was nothing fancy, but the staff was excellent. They only run a few months a year (late Dec-April) from Marco. We took the Key West Express out of Marco Island. I was a little concerned after reading the reviews. All that to say, Key West Express was a MAJOR disappointment! I will be sure to tell everyone I know about the horrible experience! The old man kept saying “that’s double dipping!!” and the old man was right! The rep they were dealing with said, “you’re supposed to be adults, you shouldn’t lose your things!” and I said, “I will definitely never use this service again” and then the other rep laughed and said, “you have no choice if you want to get off this island!” it was appalling treatment.
I was unable to find our tickets anywhere! The Key West Rep proceeded to tell us there is a $50 fee to reprint tickets to board!! There was an elderly couple beside us that experienced the same problem, and were appalled at the fee. It was unbelievable! On our return from Key West we arrived early to insure ample time to board. The ride was so rocky and unpleasant I told an employee I was scared for my safety! That particular week, it was about 50-60 degrees, out on the water it was FREEZING!!! There were no blankets on board, nor a heated area in the covered room. We were sitting on the middle deck when we took off a young girl almost fell off the boat. The boat had no business going that fast, whale watch boats are not meant for speed. The bathrooms were filthy, reeked like urine, both bathrooms upstairs and down had NO SOAP, no paper towels, which is interesting as the employees working at the bar, preparing food used the same bathrooms. The website described the vessel as “sleek, clean, modern, air-conditioned, high-speed ferries” come on guys, it’s a whale watch boat! There was nothing sleek, clean or modern about it! For the price, I was expecting a bit more than what we experienced.
I actually laughed when I stepped on board. My husband and I took the Key West Express from Marco Island.
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