Horror story with Diver’s Den - I booked my very first snorkeling experience of the Great Barrier Reef with Diver’s Den a few days in advance. The weather turned and on the eve of the planned snorkeling trip I rang to re-arrange my journey to the reef to a more weather suitable day. I was told in no uncertain terms, that because I had not contacted the company within 48 hours my booking would go ahead regardless. There was no possibility of a refund, those terms are laid out in the Terms and Conditions. Read carefully before signing. I advised that I would not be able to undertake the boat trip as I have a soft gut and would be ill for the entire journey. At 66 years of age, I know what my body is capable of enduring. That did not even elicit a response. So, having paid and gaining no compassion from the company for my circumstances, I took the trip. I was very ill for they entire journey and incapable of snorkeling, even lifting my body from the seat was an effort. I left the boat after seven hours of hell, knowing I will never snorkel the Great Barrier Reef. The boat on which we travelled was old, without stabilisers and was driven at a rate of knots that hit the swell harshly and rocked the boat up and down and sideways. It was a rough day, but the boat was driven as if in calm conditions which only made the experience nasty, not just for me, but for others who ended in the same condition. Fortunately other ill passengers managed to get into the water once we reached the reef, but I was so depleted I could only watch from the window. Do not book with Diver’s Den if you have any chance of being in my situation. The office staff really don’t care. No thoughtfulness, no compassion, no consideration given at any point in my two conversations with office staff. I have not received any word from Diver’s Den since the trip, to offer a refund or return journey. Nothing. Obviously their attitude is “who cares”! They have my money, I went on the boat trip, what happened to me is my responsibility. I accept responsibility, but so should Diver’s Den. A responsibility to its customers to provide a satisfactory experience, regardless of rules and regulations. That is how superior service is provided and how companies receive great reviews. Do not book with Diver’s Den. It was a horror story! The old adage - you get what you pay for - is soo true. Pay the price and get better service. Diver’s Den is not recommended. Suzanne