While in Maui on Vacation this week, I booked a snorkel trip to Molokini aboard the Malolo with Molokini and Turtle Town Adventure. Bought the tickets at Boss Frogs a week in advance of the departure date (April 30).
So the weather on Maui changed from nice to really really stormy on April 28. Stopped in at Boss Frogs to figure out if we needed to change the date or cancel and felt well assured that the weather this time of year is fickle and everything would be fine by Sunday. The weather continued to worsen and on Saturday I called Boss Frogs who told me that they would call Saturday night to let us know what the charter company would do. The decision they said, was ultimately up to the ship's captain. By 5pm on Saturday, North Kihei Road was closed because of flooding and by 8pm when the reservation clerk at Boss Frog called to tell me that the charter had NOT been canceled, the palm trees on the property's yard were healed over in what looked like a full blown gale (see picture).
I could only think that they would have cancelled right then if they thought it would be unsafe and the weather unsuitable. So set the alarm for 5am, crossed my fingers and went to bed.
5am rolled around and guess what? It's raining and blowing and dark. I tried to call Boss Frogs and got the recording that they were closed and open at 7:15, in a couple of hours.
Drove to Maalea, the weather cleared just a little as the sky lightened. Found the Malolo at slip 87 dark and deserted. Parked my car next to the boat and waited 30 minutes past the check in time.
I flagged down a black SUV on the dock, the driver said that the trip had been canceled due to weather. I asked him how he knew, he said he was a crew member.
Although I received a total refund at Boss Frogs a couple of hours later and I totally get that weather is changeable and cancellation is at the total discretion of the captain of the boat, it was absolutely clear that there was a huge disconnect between the reservation desk (Boss Frog) and the Charter company (Malolo) relative to who was going to cancel and inform we customers. It seemed to me that they could easily have made the decision to cancel the trip Saturday night when they called me. Instead it seemed that both the reservation agent and the charter were more interested in keeping the charter fee than making me happy.
From a customer service perspective and just as a suggestion, it would have been very nice if someone from the charter company had been at the boat with a cup of coffee and a donut to tell me that the charter had been canceled due to rain.
Response from Host
May 2017
Aloha,
Thank you for taking the time to send in your feedback about your snorkel cruise cancellation on Malolo Charters. We are very sorry to hear that your experience was anything less than wonderful. We are looking into every aspect of your trip to find where we fell short so that we can address those issues immediately.
Mahalo