We were asked to arrive at our pickup point by 6:45. We were told pickup might be as much as 15 minutes past our scheduled 7:00 am pickup. About 7:25, someone from the Prince Hotel (we were not guests there) tried to reach dispatch to ask what the delay was. He reached a voicemail message. We tried to call ourselves at 7:35, and also reached a voicemail message. We tried calling every number we could find, from our confirmation email and from the website. The message said your office would open at 8:00. We called at 8:01 and talked to customer service. Eventually, about 30 minutes later, they told us the driver was on his way. He arrived about 8:40, just 2 hours after we arrived at the pickup point.
When Lee arrived, he said there was a scheduling mix-up. He also said someone should have called us to tell us what was going on -- though it appeared no one knew what was going on until we called.
Once the tour got underway, we were engaged and learned some interesting stuff, although we barely had enough time to see everything we wanted to. For example, we were supposed to return to the Ford Island Shuttle by 3:00, but we only arrived at the Missouri at 2:25. Since Lee had said not to worry about being a little longer, we agreed with our tour-mates to meet at the shuttle at 3:15, but that still didn't give us enough time on the ship.
The tour tried to accomplish too much in too little time, although we did appreciate seeing the Arizona Memorial, the Pearl Harbor Memorial and the USS Missouri. In addition, we were tired and irritable from standing outside a hotel entrance for two hours, and receiving a half-hearted "schedule mix-up" apology.
We would not recommend using Polynesian Adventures, as they had no one available to troubleshoot while they were supposed to be picking up customers for tours.