After being checked in, my husband (who utilizes a wheelchair for long distances) was immediately approached by the captain of the boat. He said to us" I see we have a wheelchair here" and went on to explain how terrible the weather would be that day, and that "he is responsible for all of his guests having a good time". We explained that my husband is a certified sailor, having captained boats all over the Caribbean and being on a boat is second nature. The captain would barely make eye contact with my husband and only spoke to me. He was condescending, disrespectful, and never even asked if of my husband's situation. He made assumptions based on my husband's wheelchair, his ability, and made it very clear he wanted his guests to have a good day. He completely ignored my husband. He denied paying customers this trip, even though we spoke to someone the day before expressing my husband would arrive in wheelchair only to take us to the boat, and that he can walk onto the boat, and on the boat as well. Nothing was said to us upon check-in. We left humiliated and flabbergasted by the lack of customer service by this captain. We left and I was actually crying from disappointment by the treatment. Thankfully Captain Andy's was right night to them, and happily took us on board. And the weather was just fine, contrary to what Holo's Captain warned us of. These guys should be out of business. Go to Captain Andy's!
Response from Host
Sep 2022
As a boat tour operator taking guests out on the ever-changing Pacific Ocean, we are transparent about physically challenged individuals being subject to captain’s discretion, as stated in the first rule of our Passenger Policy. We reserve the right to refuse service based on safety for all on board, and each day/tour is different depending on conditions. We are sorry we didn’t have space to accommodate you on a different date that would have offered better weather conditions. We are glad you were able to join another boat company as they offer a shorter and less adventurous tour than the one you were planning to join with us that day. Mahalo and Aloha