Let me separate the company from the tour guide here:
The company was pleasant enough to deal with. We were able to adjust the time and the length of our tour. When it came to adjusting specifics of the tour, they connected us directly to our guide to hash out details based on interests.
They were fine, but given how terrible the guide was, they share some blame for employing her without, apparently, any vetting as to ability, knowledge, and personality.
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Our guide was, to not mince words: appalling.
She arrived to pick us up 30 minutes late. She didn't bring any snacks, though we had paid for them and discussed them with her the day before.
She drove us around for 3 hours and that was it. She knew nothing about the history of the island, nothing about the points of interest, nothing about the culture, nothing about the things we passed.
She just drove and told us about what she did know: X celebrity from Hawaii Five-O lives here, where she goes for healthcare, where her house is, as we passed it. And we heard the same story about her paddleboarding with her boyfriend the previous day at least 3 times. She complained about the homeless downtown and how rude they have been to her. She basically complained, then sat in silence between them.
She insulted my father in law a few times. She called him Dad and when he was adjusting his hearing aid she turned to us all (at 2 different times) and made sarcastic remarks about 'oh, Dad hasn't been hearing me anyway'. For what it's worth, he hears fine and was not the actual Dad to anyone in the vehicle.
Her entire manner and way of talking was grating. She complained about various things in her private life mostly, in between silently driving and letting us out.
When asked simple questions like "how old is the island?" she hazarded a guess at 300 million years. This is wrong by a factor of 100 - the island is roughly 3 million years old.
Every question was met with "I wish I had that information, but I don't". History, geography, culture, politics... these are all profoundly uninteresting to her.
Our guide decided to become a guide after 3 years of being an Uber driver. It turns out that's what she thinks a tour guide should be - a driver. And an audience to hear about her personal life.
It's truly incredible someone could live there for 25 years and know so little about it, then presume herself qualified to be a tour guide. "What interview process allowed this?" we marveled afterwards.
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There may be people who want celebrity gossip and random chitchat. But look elsewhere for any substance - at least request a guide with knowledge or seek another company who might provide that by default.