Terrible experience and customer service - DO NOT BOOK WITH THIS COMPANY! We (2 persons) booked the Catalina excursion with them in April 2024. I have never experienced such an unorganized disaster. The crew on the boat had no permission to leave the port, not enough life vests and no snorkeling equipment - which caused several hours of delay and a boat full of people including small children baking in the sun waiting for them to gather the required permits/equipments. Due to this delay the snorkeling time was significantly less than it should have been according to schedule. Once arrived on the island, there were no communication whatsoever and no instructions given regarding lunch, hour of departure etc - crew also did not speak English, which definitely caused a problem to the majority of the participants, being a foreigner. Later on in the afternoon, some of the group members (including me) accidentally saw our boat leaving the island - without warning the group about departure time, so half of the group jumped into the water literally running behind the boat. Once on board, we figured out that there were tons of random people on our dedicated boat as well, which only added to the confusion. Besides that, the crew already seemed to have consumed a significant amount of alcohol, which resulted in them driving the boat as madman, while, again, also small children were among the tourists. Arriving at the mainland, we found out that some of the groups members were missing - the representative had no idea where they were and how to locate them. On top of this, we had to wait several hours for the shuttle busses to arrive and take us back to Punta Cana - some group members took the leap and ordered taxis/Uber to get back. Once at home, I sent a message to the company’s representative through whatsapp, with the detailed description of this experience. A very nice person immediately called me back, apologized for the terrible organization, and explained that they actually contracted a third party for the weekends to execute this excursion, but as there were many complaints like mine, they will most likely end their contract. He also offered a double compensation - a devolution of the paid amount for the excursion, plus the possibility to repeat this same excursion at a later moment for no costs. I appreciated the gesture, which I thought was a professional way to compensate for this experience. I received the devolution in full. 4 months later, I contacted them again, referring back to the previous conversation, that we would like to repeat the excursion for no costs, as agreed before. Turned out, that the person who made this promise, is not employed by the company any longer, and apparently didn’t leave “any notes in the system” regarding this agreement. After days of chatting and repeating myself and the story several times, they denied the no-cost-excursion, and offered it instead with “some discount”. As a person who has worked with customer in my entire life, I can confidently say that this is not the way of doing business and treating clients. That internal communication is apparently non-existing within the organization, shouldn’t be the customers problem. All in all, I do not recommend Jack Cana - even if they broke the contract with above mentioned third party, their communication and customer service is way below zero.

Total scam! To shut them down - We hire a snorkeling service in Punta Cana. Hotel pick-up time was 10:45 on August 10. The driver, from the Infinity Ocean Company, was about 15 minutes late to pick us up. Arriving at the boarding place, we were put on a speedboat and put on a boat that was rented for a private celebration. After almost 2 hours standing in a place of natural pools where there was only music and alcohol, we asked when we were going snorkeling and were told that that boat was not for snorkeling and that they could do nothing to us, that we would claim the company with whom we had contracted the service. After our manifest anger, they did a drill to give us the equipment and go down to the water to keep us quiet, but of course, that wasn't the right area and there was nothing to see. I asked for a claim sheet and they passed the ball to each other, making me go from place to place. I finally didn't get it. What was trying to be a nature experience to enjoy with the 3 children, became a dantesque show with music and alcohol in which we were trapped without possibility of going out. Deplorable scene and experience for which I hold both JackanaTours and Infinity Ocean responsible!