H2O Adventures

My husband, 4 kids and I rented a 7 passenger electric boat on labor day. We were super excited until the boat died 40 minutes into our ride ~2 KMs from where we took the boat. We called the emergency number they provided at 4: 49pm. Our kids were understandably scared given they are all under 10 years old and this was the first time something like this happened. We had to call 3 more times and finally someone arrive to tow us at 5: 40pm. When I called the 3rd time, the person explained they don't have a boat on dock at all times so they had to wait for someone to come back. When the manager arrived, he didn't even say a word (not "are you guys ok", "we're sorry this happened"). As a result, my husband mentioned to him we were surprised that it had taken such a long time for them to come. The manager, Dylan, acted extremely defensive displaying zero empathy or customer focused. When we finally arrived back at the dock at around 6: 15pm, we told him we expected at least an apology in addition to a refund. We received the refund but he continued to blame the delay on the lack of boats and refused to apologize because according to him, we attacked him as soon as he got to our rescue, which wasn't the case. As I shared with him, I would expect operational procedures that ensure we get all instructions needed before departing as well as a boat always there should situations like this arise and they need to go tow someone. His response was that he had many other customers and couldn't drop everything to go get us. I find this response unacceptable. When I expressed to him that empathy is a requirement for someone in customer service and that maybe he should've put himself in our shoes (4 screaming and scared kids), his answer was that our kids were not in danger. It's sad because the boat activity is quite nice except when the boats are obviously not well maintained, safety precautions are dire and customer service or human touch is non-existing.
I'm editing given the response that was provided by the business - yes, we found out after the fact that the boats were equipped with paddles. It took my husband asking the manager if there were paddles on board after he went to get us because we were not shown where they were during the safety briefing before we left. So, perhaps a review of your operational procedures to ensure all team members share consistent information with clients during the briefing could be a good idea to ensure this doesn't happen in the future.

Wish the service is a bit better and more attention to customers that have already paid. I ended up waiting at the boarding area where you wear your life jacket with not one single staff acknowledging my existence until I said something. Started my boat late but It was just an ok experience overall.

EDIT suite a la reponse du propriétaire: Ce n'est pas marqué clairement sur votre site quand est votre last call, le pop up montre juste votre heure de fin qui est 7: 30pm. Donc avant de répondre de manière condescendante, peut être revoir votre stratégie UX/UI de votre site comme ce n'est pas clair. Votre manque de professionnalisme veut tout dire.

Extrêmement décevant, nous sommes arrivées hier pour venir faire du kayak, nous étions un peu plus d'une heure avant la fermeture et ils étaient déjà fermés!
Sachant que la saison finie bientôt et qu'il ne pourront réouvrir que d'ici l'été prochain, on pourrait penser qu'ils respecteraient leurs horaires d'ouverture afin de faire le plus d'argent possible mais non, ça ferme en avance comme si c'était normal.
Respectez vos horaires ou n'en mettez juste pas si vous n'en êtes pas capables de rester ouvert jusqu'à la fin.

The staff was very nice and helpful! I would recommend it to all levels of canoeing/kayaking/etc.

Fun and convenient locations to rent all sorts of boats or kayaks. The staff is friendly and they offer multiple rental time options such as 30 min to 90 min.

Rent the electric 7-person boat, hit Atwater market and get everything you need for a picnic, enjoy your fresh produce and pastries on the canal.

Two seater electric boat was so slow, people can walk or crawl faster staff is very nice but the actual boats are hard to enjoy when they hardly move

Helpful staff, clean equipment and easy to use website. We booked in advance, but you can also rent on the spot. We chose the swan, 1 hour for 30$. Definitely recommend

What a great experience! Very good contact in advance to make the reservation. For our party of 4 (2 parents and 2 kids of 16 and 13y) it was the first time. The dude who was with us made us feel very relaxed and gave us a lot of confidence to go wild on the rapids. This was Just one of the most fun things I ever did in my life and the way the accompanied us was a big part of it! Thanks To H2O.

Always very Chill but also very in control of things. They made us push our limits in a very comfortabel way.

Belle petite randonnée en bateau électrique mais j'ai trouvé ça ordinaire qu'un commerce qui s'appelle H2O à côté du canal Lachine n'est pas de fontaine d'eau potable pour faire mousser les ventes de Gatorade, surtout au prix de location plutôt exhorbitant du bateau.

The person at the registration was very friendly and patient. By mistake I booked for 1/2 hour and he helped us to change the booking to 2 hours. Luckily the weather was nice, although there was forecast of rain but it didn’t rain.

We’re so lucky to have this centrally located nautical centre which offers something for everyone. There are kayaks for all levels, SUPs, as well as electric & other boats. It’s also both family & pet friendly - a real bonus! H2O is well-run & the staff there are patient, friendly & helpful. Reserving online a day or 2 in advance is best, especially for those busy weekends when everyone seems to want to go out at the same time. Best to show up a little earlier & have a little more patience during those busy times. Many thanks to Dylan & the rest of the H2O staff!

Nice team, good support and decent boats. The disadvantage is that you can only sail between 2 locks on a 3 km stretch on the municipal canal