Failure to launch. Nao tour operator staff is terrible. I booked the 9:45 Pearl Harbor tour at 6:30 am the day of and followed up to confirm the pick up time at my specific hotel. The tour operator responded to my chat with information but failed to notify the bus driver. I had e-chatted several times to figure out why they hadn’t arrived, but didn’t receive a response. At this point it was 10:45 and I then called Nao and I was told that “because I had booked on the same day” (even though I had confirmed the pick up) that it was basically my fault (in a very rude and condescending tone) . Nao took zero accountability for their mistake, not even an apology for leaving us sitting on a curb for an hour. I told him that was disappointing, as we had planned our whole day around this. He offered to rebook for a less desirable afternoon tour (for the same price). When I suggested he offer an upgrade or discount, given our inconvenience, not a lesser experience for the same price, he told me to “calm down” despite my having never raised my voice or been rude in any way (I was still sitting on the curb outside the hotel). When I asked if there were other options, considering how inconvenienced we had been by their mistake, he said “take it up with trip advisor” and hung up. I then spoke with the Viacom rep who was nice, and processed a refund (said I would get it a week later - of course). Buyer beware - this person from Nao (a man possibly named Cameron) was the worst.
Response from Host
Nov 2022
Let me say, I am so sorry for your experience. This is not the quality customer service we strive to provide every day. Please accept my sincerest apologies. I hope you and your family still enjoyed the rest of your time on our beautiful island. Mahalo for taking the time to provide this review.