As a mobility-challenged senior, and facing over 30 hrs without sleep to reach Hawaii, the advertised service was exactly what we needed as it promised “Meet-and-greet service upon arrival in Honolulu”. This was definitely NOT the case. Just before our departure date, we received instructions to call the company within 24 hrs of our arrival to confirm and that there would be no airport greeting, but we were to again call to inform them of our arrival and they would provide further instructions on where to meet the shuttle. Foolishly, I thought it would be somewhere along the curb just outside the airport. While for many people, the walk was not far, but someone who requires wheelchair assistance to get around an airport, it might as well have been miles. Add extreme fatigue, and the difficulty of even hearing instructions in a very noisy environment with sketchy cell service, and it was a painful experience. Once we reached the designated meeting spot, I was literally in tears. Our driver was annoyed as he’d apparently been rerouted from where he “was supposed to be picking up pilots”. The van was in wretched shape, and we had to hunt for working seat belts. It got worse. The driver then circled around and drove back to the point where we had exited the airport to pick up another couple. Interesting. And infuriating. On to our accommodations. I was very careful to specify on my reservation that we staying at the Ilikai Marina Condos, but the driver took us to the Ilikai Hotel and proceeded to argue with me when I said it was the wrong location. We finally got that straightened out.
Fast forward a couple days, 24 hrs before our next scheduled pick up. I called the company to again, to confirm and ensure that the driver would show up at the Ilikai Marina bldg and not the hotel. First person I talked to could not find my reservation, put me on hold and never did get back to me. The call was finally picked up by someone else who did locate the reservation. I got the distinct impression that my call was a total nuisance in her day, and she hung up while I was speaking. Fortunately the driver did show up, at the right place and pretty much on time. The van was in much better shape and this driver was courteous. We were pathetically grateful for that, but I was not feeling any confidence whatsoever until we actually saw that van. I would definitely not recommend VIP to anyone, based on our experience.