The experience was quite negative. Pearl Harbor Tour and the tour guide were extremely unprofessional.
The evening before the tour, several guests, including me, received two texts of two different pickup locations. Another guest and I both replied to ask for confirmation but there's no response at all. I followed up the next morning at the pickup hotel via text, and finally got a call from Kenny, the tour guide.
The first half of the morning was fine, until later on the bus, Kenny asked if anyone needed to be back in Waikiki at a certain time. Two couples mentioned that they'd have to be back by 3:30pm and 4pm for luau pickup, which perplexed the entire bus of guests because the scheduled return was around 5pm. I privately asked Kenny if we'd skip parts of the tour and he said no and that he'd just go to any off-the-beaten-path destinations that tour guides sometimes make. Nonetheless, that's not the case. We were not given enough time at various stops in the rest of the day. And there's absolutely no stopping in North Shore. It's just a drive-through, while the itinerary lists several stops in that region.
When arriving at Dole Plantation, Kenny said there's only 15 minutes allotted when the itinerary states 30 minutes. Another couple was not happy about the shortened time, but Kenny said he usually gave 20 minutes at this attraction. The couple walked off the bus but that agitated Kenny, and he chased them for an argument. The couple kept walking, and I heard clearly that Kenny said: "Don't you disrespect me like that. I will just leave you here." Later when we arrived at the second hotel drop-off point, I noticed a $20 bill in the trash and told Kenny. He said not to pick it up. I suspect that's the tip that the couple left him.
Lastly, Kenny sped on the highway, endangering the safety of everyone, trying to return to Waikki before 3:30pm.
I, and I am sure along with the other guests, wondered how those two couples booked separate tours that cut into this day tour, when Viator or the official tour company website clearly spell out the end time. How could this tour operator permit this behavior, affecting the rights of the other guests? Why would everyone else need to compromise for four people who could not read the itinerary? And this tour operator furthered enabled the tour guide to cut the trip short. Those four people should've gotten their own transportation back to Waikiki, just like on the cruise ship, if someone missed the pickup time at a port, that person would be responsible for their own transportation back to the ship. Additionally, there's not even a single apology from those four morons nor Kenny.
I already put the tour fee in dispute with my credit card company and informed Viator because this tour operator did not fulfill the service purchased. This company should give a partial refund to every guest on this tour, except for the four people who stupidly booked luau that affected the entire group.