Agustin SAEZ
May 2026
1.0
Dear Headout Customer Support, I am writing to formally complain about a catamaran experience with lunch included that I booked through your platform in Sardinia, Italy (total cost of 119€ for 2 adults). Unfortunately, the service provided was significantly different from what was advertised and purchased. The booking clearly described a “catamaran excursion with lunch included”, you can either check it on the link or in the images I’m attaching to this email. However, upon arrival, we discovered that the operator had completely changed the conditions of the experience. First, instead of the advertised catamaran, we were taken on a small inflatable boat that was approximately one-third of the size of the vessel shown and described in the booking. This fundamentally changed the nature and quality of the experience we had paid for. My girlfriend had to take medicine to avoid dizziness as we particularly booked the catamaran as the waves are less aggressive than an inflatable boat. Second, although lunch was explicitly included in the reservation, no lunch was provided at any point during the excursion. As a result, a key component of the experience was entirely missing. These were not minor discrepancies but substantial changes to the core elements of the service purchased. Had we known in advance that the excursion would not be operated on a catamaran and that no lunch would be provided, we would not have booked this activity. For these reasons, I am requesting a full refund of the reservation. Alternatively, I would be willing to accept the equivalent value in Headout credits for future bookings. I am attaching evidence showing the original description and what was actually provided during the excursion. I look forward to your prompt response and a satisfactory resolution. Kind regards, Agustin SAEZ