I write this with a heavy heart that I have to report that Mr. Neil (the manager) and his company have engaged in shameful false advertising. I have screenshots that shows clearly the advertisement for a "private tour exclusively for your party" which is what we had paid for. However we found ourselves in a tour bus with over 15 other tourists.
The tour is not 4 hours but instead 30 minutes picking up other passengers and 30 minutes dropping them off. In addition, we did not actually have any tour guidance/historical education while near or on Pearl Harbor. Unlike the other private tour groups we had seen at the site, our tour guide just dropped us off and gave us our tickets for the ferry ride. And prior to arriving at pearl harbor she took us to certain monuments, pointed them out, but had nothing to add in terms of information about them at all- as would be expected of any tour guide.
I politely stated my case to the manager, Neil, who saw the discrepancy, apologized, blamed the false advertising on VIATOR, and said he would take care of it. Instead, he rejected any kind of reimbursement. It is indisputable that we have been cheated from the service which we paid for but did not receive. We paid over $200 for what we thought was a private tour but instead was nothing of the sort. I strongly advise everyone to look elsewhere for a more reputable tour group.