I'll start by saying we were on vacation, enjoyed a very beautiful sunrise, and have some fun memories from this excursion. The experience provided by Maui Bike Co was fine-- but incredibly aggravating along the way which made it feel like it was overpriced and I would have a hard time recommending this company to my friends.
Prior to the day of our booking, we had messaged the tour company on the TripAdvisor platform to confirm the end time for the day. They said 10-10:30am which worked for our day, so we were looking forward to this activity. They also emailed us requesting a 3:50am arrival and had us complete the liability waiver forms.
While one of the guides was on site by 3:50am, communication was haphazard, and the majority of his time was spent trying to get his iPad check in system to work and trying to get families to complete their waivers since the company had not requested this from everyone prior to that morning. Communication was sparse as we waited... The other bus driver/guide arrived around 4:15am with additional guests and he began fitting people with helmets and assigning people to the shuttles- each step was chaotic, from not knowing who had signed waivers, to determining who still needed helmets, to figuring out which bus everyone should be on. We finally departed the bike shop via 2 shuttles at 4:45am.
From the dimly lit shuttle in the pitch black, they pointed out a white mailbox, the main street in Makawao, and another random yard telling us to remember to take a left, right, then another left at those landmarks. They also pointed out a church where everyone should check in before proceeding through the final stretch of the bike ride. It was a ton of information haphazardly shared that could have been communicated in a more effective way that we could all remember.
We got to the summit around 6:25am. While not completely visible yet, the sun had already started to light up the crater and the area at the summit was packed. It felt like the disorganization led our group to be one of the last to arrive at the summit which was incredibly frustrating after guests had arrived with plenty of time to get on the road much earlier. The summit was beautiful and we got some great photos.
The bike ride down starts outside of the official park boundaries due to regulations now in place which was disappointing. As bikes were being assigned and groups were being organized, it was incredibly chaotic because the 2 drivers/guides were trying to take directions from the 2 people who had delivered the bikes-- and there was clearly miscommunication since self-guided riders got assigned to guided groups and more.
The TripAdvisor advertisement also advertised doing the switch backs twice- this was not offered. Instead we started the bike ride further down the summit than other bike companies, did the switchbacks only once, stopped before the town of Kula, had to wait for everyone to get to the shuttles, loaded all of the bikes in the trailers, drove about 15 mins down, then all riders got back on their bikes. While the start location and the Kula bypass are due to ordinances, it makes for a choppy experience and feels unworthy of calling this a complete offering. The disorganization at each step of the way further diminished the experience.
I'll skip the final stretch of the bike ride in this review because we ultimately had to skip that. Due to all of the time waiting at Maui Bike Co at the beginning, waiting for bike and group assignments after sunrise, and waiting for the final riders halfway down the summit for the Kula bypass, we ran out of time to complete the ride. We took the shuttle ride down after the Kula bypass and got back to Maui Bike Co at 10:30am, the time we were told when inquiring about the excursion. We were glad to be done and wouldn't recommend this company (or experience) to others. The $1 park pass for sunrise is probably the best bet to ensure visitors can see Haleakala just as they desire.
For those still reading and interested in why this was so disconnected.....
In listening to the employees complain alongside the confusion throughout the day, we came to learn that the company offers direct booking as well as bookings through several third-party vendors like TripAdvisor. Additionally, they offer a variety of Haleakala packages available each day including the sunrise+breakfast, sunrise+guided bike tour, and the sunrise+self guided bike tour. With all of the different experiences and booking platforms, limited communication and day-of leadership, alongside a brand new sign-in/waiver system that the staff said was difficult to use, it's sufficient to say there was a lot of confusion about who had booked what and who should be where -- and the staff just isn't set up for success.