Buyer beware with this tour group. They really don't care about their customers and it shows. I showed up at the designated pickup location just 3 minutes after the scheduled pickup time. Upon not finding the bus, I reached out to the tour and not only did they refuse to accommodate us, they refused any sort of refund. We did not go on the tour. So this tour provider essentially took all of our money for the entire tour (over $200) and provided us with nothing. I booked all of our activities on Hawaii using this Viator app and had no issues, except for this one. From the start the customer service was rude, confrontational and unaccommodating.
Response from Host
Jun 2022
We are sorry for your bad experience. The driver had a schedule to follow. Your pick up was notified and confirmed to be 6:10am one day before on Viator message center. You arrived at 6:23am, all the other customers were ready at their hotelās waiting for you since 6:10 am. The shuttle left at 6:20 am, he waited an extra 10 minutes for you and made our driver late to pick up the other customers. The driver and the office attendant tried calling and leaving messages with no answer or a call back. After 13 minutes from your original pick up time you called the office and our dispatcher couldnāt make the driver return, he was already late arriving at the crater. We didnāt have any other times available on that day to offer you, since all the other shuttles were full. You refused to enjoy the other hike that was part of the combo tour you paid for. We are really sorry about that, but we tried our best to pick you up!