Cassy was a terrific guide- she gets 5 stars! We also had Cate, who was training as a guide and was also terrific, although she was still learning the tour, procedures, etc. We really enjoyed the trip and both were wonderful guides. 1 of our party couldn't attend, so we only took out 1 kayak instead of 2. We asked the island manager, Christine, if we could get a refund for the 3rd booking and she said they can't refund, but could get a credit to use the 3rd booking at a later date and to call the office to check on that. We did that and the office refused to give us a credit. I guess that is our loss, but should point out that Christine asked me to make that call and also want to point out that our tour took about 1 hour longer than normal because Cassy was training Cate, which slowed down all of our movements. I loved having Cate along and hope she becomes a group leader in the future and believe that SB Adventure Company should have been more responsive to our change of plans given that we worked with their training of a new leader on our paid for trip. Also, had we known there was no chance of a credit, we would have taken out the extra kayak and had a single kayak per person rather than putting 2 people in 1 kayak. I think they are a safe company, with solid guides, but the administration and their inflexibility is not customer focused. They must know that if we have a credit, we are expecting to return and will almost certainly book other people on to the return trip as well- poor management= -2 stars. if you review all of my reviews, you can see I am balanced and reasonable, but there is no accommodation from SB Adventure Company