Would give zero stars if possible, for the booking experience with Pelago. 1) I first attempted to book this activity with Pelago on 10 Oct. Previously, I had a few bookings for separate activities that was failed to be process by Pelago, so I took the time to email in to ask them to confirm this within the supposedly stipulated confirmation window of 96 hours. Was reassured that they are "working on it", but to no one's surprise, the booking still failed. 2) Attempt no. 2 on 19 Oct. This time the booking went through. Then came the day of the activity itself. I noted that if there was any inclement weather that resulted in the activity cancellation, I would be duly informed via email either the day before or the day itself. However, no such email was received on my end. I then took the shinkansen to Kumamoto Station, then the highway bus to the dolphin watching centre. Already redeemed the lunch coupon then I was informed by the tour provider ON-SITE that the dolphin watching was cancelled. I was then informed by the tour provider that they did send out an email to inform on the cancellation, but when they showed me the email address they had on hand, it was not my email address, but instead some generic email address belonging to Pelago!!! Meanwhile, I also did not receive any email from Pelago regarding the cancellation too. So that was a whole day of my Japan trip wasted due to this nonsense. Fast forward to a month later, Pelago has refused to 1) give me a full refund 2) acknowledged their inadequacies on this, and instead, pushed the blame onto the tour provider by claiming that according to both their internal systems and their ticketing partner, no such notification on cancellation was provided. Given that I am obviously no longer on-site, I am also unable to verify the veracity of the above statement. Of note, Pelago also claims that they did not coordinate directly with the tour provider, which I suppose makes it easy for them to push the blame onto others. And all I have gotten for my troubles are a wasted day in Japan, a partial refund and a 30% discount code on a website that I will never use again. Mind you, the only reason the bus ticket and meal coupon was used as because I was not informed by anyone that the activity had been cancelled. I suggest for all to book directly with the tour provider or literally any other booking site. This is by far the worst experience I have had in the past 3 years or so. Zero consideration for the customer, and absolutely no accountability from Pelago.

Amazing! It was so fun and surreal to see the wild dolphins so up close. One enhancement would be if the staff could do the bbq lunch for us instead of do ourselves.