Complaints

This profile includes complaints for Mariner International Travel, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mariner International Travel, Inc.

  93 N Park Place Blvd Clearwater, FL 33759-3917

• 

  Mariner International Travel, Inc.

  311 Park Place Blvd Ste 250 Clearwater, FL 33759-3977

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  

  I have heard from The Moorings and have come to an agreement. Please close the claim. 

  
  

  Thank you, **** *******

   
  ***** Executive. I've attempted to contact Mr. **** numerous times by email and phone to no avail. He will not return my calls or emails. I am disputing two issues: - The compensation for 1 days sailing is $1,453.13, not the offered $700 ($10,171.94 [excl. non-related fees]/ 7 days), and - I expect a refund for my loss, not a future credit. Based on my experience, I will not be sailing again with The Moorings.Due to The Moorings unwillingness to return my calls or email, I am appealing to the BBB to help me resolve this issue.

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a Bareboat Catamaran charter with the Moorings ******, ******* location. Corporate office is in ******************. Contract PD0714. The Moorings website will not let me access a copy of the contract.Chartered boat had over a dozen safety related maintenance worthy damaged items on board, which significantly affected our honeymoon trip to the *******. Photos attached. Several of these items posed a serious risk of injury, with evidence of multiple prior failed repair attempts. Contacts with ****** ****, ************* executive resulted in an offer to refund $1,125 of our $8,718.06 charter contract, which I refused.Broken or damaged items prior to charter:- Failed dinghy davit motor. Dinghy weighed ******* lbs. - Multiple damaged swim platform rub rails. - Air Conditioning took 4 hours to reach 78 degrees Fahrenheit/73 degrees Fahrenheit port/starboard at a 65-degree Fahrenheit setting - Anchor bridle thimble ties with knot not whipped.- Open hook used to secure anchor bridle to anchor line did not have a securing clip on hook. - Bathroom mirror hinges sprung/misaligned.- Wastewater discharge valve fins broken/inoperable.- Salon light plastic covers discolored; bulbs dim. - Upper cockpit vinyl windows repaired with string, old caulking, etc. One section tore loose in crossing, nearly striking wife.- Salon Fans not blowing air with poorly operating Air Conditioning.- Multiple cushion snaps inoperable. Resulted in serval cushions blowing overboard.- Toilet Seat not secured properly.- Grill button to open missing.- ***** swim platform safety cable securing fastener missing.- Mooring lines too short to effectively reach mooring ***** while anchoring!- Port engine shut down spontaneously multiple times while at idle. - Propane safety shut off buttons illegible/worn off.- ********* stove burner inoperable.- Tool Kit insufficient.- Anchor rollers worn off to point of severing anchor bridle line.- Dinghy provided with maybe 1 gallon gas.

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a Trip with the Moorings to ******* in June of 2023 The trip was scheduled for August 20th-August 28th. We arrived at the boat on August 20th and the boat was not ready on time so we waited to be able to board for a few hours.Once on boat was ready there were immediately 2 issues: 1. The boat was extremely hot, at the time we were unsure if the ** was working properly or if it simply had not had time to cool down yet. Boat temp was in the upper 90's 2. The boat was also extremely dirty. There were hand prints on ceilings and walls, petroleum Jelly like substance on surfaces with hair stuck to it. Everything had a layer of grime on it both inside and out. We spoke with the staff about the cleanliness of the boat and the ** issue. For cleaning they sent a single person to clean it with a dirty wet towel and no cleaning supplies, so we ended up going to the store, buying cleaning supplies and cleaning it ourselves.The boat temp was still in the mid 90's and so we reported the ** issue again, we were told it would cool down but a technician would come out and look at it that evening. A technician never showed up.We spent the night at the dock, in a 95 degree boat & left the next morning with concerns being dismissed about the **. We spent a 2nd night on the boat and that night a water pump went out and the ** was still not working. We texted and called with no reply or answer. The next morning we had no choice but to go back to the dock with no response and the broken **.Once arriving at the dock, the staff confirmed the calls and texts were received and they missed them. After 2 long days in a hot boat and no support. We informed them we would be leaving the vessel and would like a refund for the remainder of the days. The staff member said she would take care of it and CC us all in an email. No email was received so we reached out with the issues, we were dismissed yet again and now the staff at the dock are being untruthful about the issues.

• Initial Complaint

  Date:04/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is what happened that I sent to there customer support team. What I got was an insult. We spent $20,000 in November in the ***** through them. Had some issues. They assured us a good yacht in the ****** so we booked another trip with them in March 2023. This time we spent 13 days and $25,000. This is our story. Good afternoon, I originally started this letter on our trip BUT it was getting ugly so my wife told me to wait until we were back home. We had issues in November with the *** but they look more and more like professionals compared to your ***** location. We went on a 12-day trip that turned out to be a complete mess for 5 days. My wife was so ****** and frustrated she wanted me to just go back and never do a mooring again. Issues about your ***** franchise that need addressed. This is ** for you. Next strike is on me or my divorce. Trying to get my wife to accept mooring charter ownership is getting harder each time- I own a **************** I always tell my wife-**** is going to happen that's life but It's how you respond from it that set's you apart!Start-Was supposed to have WIFI in Yacht as previous trip ordered when I did yacht. Once I got there they told me ONLY way to get it know was to give her $180 cash-$20 a day Was also supposed to have paddle boards like our ************ too. Did that when I booked this to. They then Charged me $550 FOR 2 BROKEN BOARDS THAT LOOK 100-YEAR-OLD! All your equipment is horrible-needs lots of upgrades and Maintenace help-We left Friday afternoon(spent night on yacht), took a long time for them to get us out(did power cats first-don't know why as I am way slower in sailing and need daylight to cross bank ***** heads-sounds like a safety issue to get sailboats out first)During the ride the dingy came loose and tipped sideways. THEY DID NOT HAVE IT SECURLY FASTENED. That caused the dingy gas tank to tip over and leak gas in dingy-They didn't even have vent closed on that gas tank. MY WIFE TRIED TO STABILZE AND TIE DOWN UNDERWAY(fighting daylight and 20 knots wind in face-had to motor got worse as day went took over 6 hours to cross). Very stress full ride. So, we finally make it to the *********. All is good except no DINGY GAS LOL. I go to lower so we can BBQ dinner for the night but when I hit the down button it went up more. Causing the fiberglass top to make noise. We looked where it was connected(pictures attached)and had already been moved and fixed once. They knew something was wrong already happened once. Every ripple in the ********* caused stress on davit from weight of dingy being so tight. Fiberglass where it was attached was creaking about to snap and everything coming down in the dark. So we cut the strap on one end while I held it me wife cut the other and we got weight off davit system. Noised stopped. Crazy scary stuff......We proceeded to eat and call it a night. I would call in morning to get fixed. The generator quit after 20 minutes running. We let cool down for an hour restarted and let run for 1 hour no load. Seem to run got to 175 DEGREES on generator. I turned on our AC only starboard side and ran for 30 minutes. Went to 180 degrees and stayed fine for an hour so I than turned on the port side and the generator than got hot after 20 minutes and quit. We let cool down another hour and ran but only used starboard side ac(no hot showers after all that stress)so at least we could be semi comfortable as we slept.Saturday morning, I called them at 8 am to let them know all situations. She had a tech call me to discuss situation. He asked for pictures. 2 hours later after sitting there with no response. I called back to see if someone was on way or what was going on. Weather was good and we wanted to enjoy our vacation. He said he never got pictures so I sent them to office lady to send to him and also let her know the internet box she gave me doesn't stay powered on even plugged in. He then called me(moorings tech)and wanted to try switch while on phone with him. I pushed down and of course got tighter(only goes up either way you push)and fiberglass started cracking again waiting on wire to snap out(very dangerous). Then he told me to cut the sensor wire to the davit system. I did. Then he had me try switch. As before only goes up and I thought it was going to snap. The noise sounded like the hardtop was going to come ripping off. He then said he would send someone to hold tight. Well waiting there, we were afraid it was going to snap so I tied a mooring line around davit system to prevent when it breaks davit system from coming down and hurting system and dingy under it in water. We hid inside while waiting for it to snap. Didn't want to get hit when it broke. Took about 45 minutes than broke from hardtop. Sounded awful. Attaching pictures of all this too. 4 hours later(boat driver told me it only took 1.5 hours to cross in his boat didn't know why I was asking-rent a boat guy used to bring tech) The tech that came he said was his first day that he came from another of one of your locations. Abacos I think. I told him about the situations and what exactly happened with the dingy, davit system and generator. He proceeded to check the switch for about an hour to finally determine it was a short in the switch cell block. He replaced then had to figure how to rig up the cord that snapped from hard top(2nd time know since already did once before as you could see wholes so fresh, they never had time to repair)He decided to tie it around main post holding hard top in knot and duct tape. Then he installed another strap(I had to cut to lower weight off davit)but this time he put through ring loop on davit system than over bars as other side was done. He never addressed generator or internet box. We than had to stay another night at that ********* as too late to travel darkness. Took all day with them.Saturday night we made it through with generator and only running ************. We tried again to take shower but it got hot immediately and generator died if you ran either side hot water tank. Even a load of just one side nothing else killed generator. Sends temperature to 220. Sunday, we moved down to next island afraid to get to further down ***** chain away from help and internet as our box wasn't working. Sunday night generator quit after 20 minutes of just starboard side ac only. Tried to run with no load but still shot up and got hot.Monday morning, I called tech and moorings office to let them know it was still broke and not working. We asked them to just swap our yacht when they come that well take a power or a sail that this yacht was a mess. So, know we were out of dingy gas. Day 2 and didn't even go anywhere in dingy yet lol from when it tipped on way over. No generator, no hot showers on 3 days and no ac-Unneeded stress I need to put on my wife well I am talking her into a yacht ownership. ******* said they were on their way to fix generator, internet and dingy gas situation. His text says he is sending a boat at 8:30 am so we wait again. I ask him by text next 5 hours are you coming. Finally responds there looking for you(by the way I gave them my gps location). The tech was the same from the first time except he was delivered by a power cat-one of your fleet yachts. They brought dingy gas and new internet box. Tech worked on generator for about an hour. Seen water was not flowing out from water pump. Decide to check propeller in water pump. There was not 1 not 1 tooth left on it. Tech said looks originally like it had never ever been switch.(set to fail from start like dingy setup) I know a little about it and asked him if he was going to get the rubber teeth out of system so they don't clog and overheat it. He said he did. He also moved the *********************** rope to a different pole than the main support he had it on for hard top the first time. This time he just tied off no duct tape. They left around 4 pm to make it in before dark. Monday night generator quits after 30 minutes. Overheats to 220 with no load. Made video of it(attached also if I can) and sent to them that night.Know still no shower, no ac and nobody's happy at all.....Tuesday morning tech texts me back at 6:49 am got my message and video from night before. Said they were on their way. They showed up at 2 pm are you kidding me another blasted day...He got aboard and checked water flow. Said its slow but should be working. It's slow lol something is wrong than. He then checks the inside water pump in starboard cabin floor and sees pump not working at all. Probably stuffed with rubber pieces. He then replaces that and checks out system. Everything is working and load is about 180 degrees temperature. Tells me to please take showers first with ac's off. Then turn off hot water and run ac's. So, we did all is good. Generator and hot water worked that night.Wednesday morning moved to another spot. In ********************. Awesome finally made it to one of our destinations. We go to take showers and move water pump over to port side and turn on hot water only. We wait over an hour still no hot water. Hmm hot water does not work at all on port side. So, we switch back to starboard side and used that for showers. Then switch back to port side for toilets and wash dishes. Thursday, we move to a spot that we can make water that's not by other boats. We go to run water maker by itself(I know draws a lot of current)and stalls generator right away. We try again still same thing. I let tech know. I tell him through text that light was not even coming on water system know. Never ever got response back after that text.Then the worse thing happened again. Saturday sailing north on the ***** chain. The new strap the tech put through the loop wore through and snapped underway in 3 ft seas' Motor of dingy swing ready to fly off of dingy in water. I had to make quick decision swing boat to wind drop sails cut other strap on dingy to bring down before we lose it and the dingy motor. Top of dingy motor came off in process but managed to save. What a nightmare underway. We immediately duked in nearest ********* to access problem and fix. As we were crossing bank Sunday. Had 64 nm to go because we stopped short today. I search through the cabin and found 2 new generic straps that they were using. I attached them over the pole davit system like the one that never broke was installed. We secured dingy and davit system with extra mooring lines to prevent if straps broke again dingy would not come down. I would rather be over safe than sorry I didn't do anything in my power to prevent the safety for my crossing. We crossed with no issues.When I got back, I noticed all same yachts there. No empty spaces, just a bunch of damaged yachts as I look closer at them at marina ***** pictures attached. One even had the mast down crunching the upper seating. No reason for that. What I did notice was NOT ONE OF THEM HAD STRAPS FOR THEIR DINGY STRAPS LIKE OURS. THEY WERE ALL DENIMA ROPE ON THEM AND SO DID EVERY YACHT IN MARINA.THIS BOAT HAD A DAVIT ISSUE BEFORE IT LEFT AND NEVER EVER SHOULD HAVE BEEN RELEASED.WE SPENT OVER $25,000 ON OUR VACATION WITH YOU THIS TIME. IT WAS OUR WORST -PLEASE FIX SITUATION We never were able to make water and had to conserve our water. Finally taking our showers worth cold port side water. Through the whole trip of 12 nights, we only got 3 hot showers 4 night no ac 5 days of no movement from areas where would have been able to go anywhere. Weather was spectacular-did not see half of what we should of with 12 days of great weather-3 dingy disasters All could have been avoided with the right care for safety, Maintenace and communication. This was suppose to be a lifetime experience not a nightmare experience!THERE RESPONSE.Provide WFI reciept that I paid the the Moorings center and I would get $1600 credit on my next trip.....We are not happy with that response. Our trip was comprimised by 5 days and the rest of the trip was not done to our standards for a $20,000 yacht. We did not want a nightmare trip. We would like a replacement of our trip to same spot. We went to ****** in June. *** in November and ***** in March. We didn't get to see half of what we thought and we had 13 day trip. Most people go for 7 days and see more than we did wth our issues. We just want to see the ****** fully-Willing to pay the 8 days but want our 13 day trip back that we missed. 5 days should be on them...NOT 1 Trip cost charter only-$17,369 plane fight-$561 room rental fee-$413