We decided to try a new company and sorry we did.
From the beginning we were not very pleased with the activity. We have been on numerous excursions on almost every island and ALWAYS provided a towel and the one time the company did not, they noted it very clearly. This one not only did not provide it, but gave no warning and then tries to sell overpriced ones at check in. -2 points. They then say you can’t use certain sunscreen, yes of course not I support this move 100%. BUT- we have never even been on a sunset dinner cruise that didn’t have a pump for everyone to use. They again, tried to upsell. -2points again. The other company we used at the same dock last year and years before typically aid with parking and this did not, no big deal but something to note. There were many other items available for up charge.
As you enter the boat you are forced to take a photo whether you want to or not. -2 points again. Now- this is where a majority of the issues occurred. Our day was EXTREMELY windy. We have been on this excursion with other companies and they’ve rescheduled or refunded if weather is bad or conditions unsafe. This one said nope we are going. As we drive off into probably the windiest day I have ever been out to sea in Maui, I could tell they realized their mistake. The captain was impatient and exacerbated with his crew and we could hear the stress in his voice. It also took about 45-55 minutes to anchor (per a time stamp on my phone). Probably not the best day to teach a new person how to swim out to find the anchor point. Goodness. I am very patient but you already have a lot of things going against you.
We finally get in and snorkel in an overall unimpressive area for maybe 40 minutes. Back in the boat and that’s it. THATS ALL?!? No Molokini crater, no turtle town. Nothing. I understand it wasn’t safe but THATS WHY YOU RESCHEDULE. We have amazing tools that tell you the sea weather days out. -20 points here. The description literally says they’ll bring you to these locations and you’ll snorkel for a while. No compensation was provided.
The positives- the capt was able to get us a view of sea turtles and 3 humpbacks. They were beautiful, just not what we booked for. They did take care of us on the boat. You could tell they were trying to make up for everyone’s disappointment so that was a plus they weren’t ignoring it. As someone who has worked in customer service in many areas, there is a certain way to deliver a message to your guests which could have been provided and more eloquently.
Just over all, we felt they kept the excursion for money. This was about $50-75 each more than the ones we’ve done in the past but maybe the worst one.
My husband and I joked everything was an up charge- you want to get in water, that’ll be $5, you want to use the restroom, bring your quarters. Of course this is a joke but it’s how we felt. If you know we weren’t going to be safe and able to swim, do the right thing and reschedule. Over all, C- we will stick with the other company.
Response from Host
Dec 2022
We thank you for taking the time to provide your feedback about your disappointing experience. I'm sorry to hear that Mother Nature made for a difficult day of snorkeling and that you only were able to snorkel in one spot. Normally when that happens, however, we offer a 50% refund.
In any case, we didn't deliver an experience and we always try to make it right when that occurs. We have built our reputation over the last 45 years by providing outstanding experiences and service, and obviously want everyone to have an enjoyable time.
Please reach out to me directly to discuss a refund at
[email protected]. I look forward to hearing from you and thank you for your time and feedback.