We booked our tour over a week in advance of our trip. 2 days prior to our tour, they called and said they overbooked and needed to cancel our tour. Apparently, when you book, with known availability, their system overbooks, all the while you think you are booked. Because it was so last minute that they called to cancel us, we could not book another tour because everything was booked. They offered to put us on the sunrise tour the day of our departure. However it wasnāt adequate time. So either way they canceled us. They gave us nothing else. Please be sure to confirm your booking as soon as you book it, lest you find yourself being canceled at the last hour. Thumbs down.
Response from Host
May 2021
Kristina Bell
773-793-6725
4/26/2021 Shaxi Sunset Tour
Hilton Hawaiian Village
Re: Mrs. Kristina Bell and her husband
First off, this negative review has nothing to do with the tour itself, as they did not go on the actual tour, this has to do with the Viator Reservation System, which should tell you everything you need to know about this review.
Due to COVID-19, we at Shaxi Hawaii make all efforts to keep tours private, so as not to mix groups of people, to help prevent the spread of COVID-19. As a result of this policy, it happens from time to time that we need to reschedule tours to keep our island safe. Mrs. Bell had only made the reservations 2 days prior, whereas the other guest had booked months in advance, so we follow a first come first serve if the need to reschedule arises. The Viator systems does not allow for this safety measure and they will occasionally overbook us, so we apologized and offered her the opportunity to go on a Sunset Tour the next day, 4/27/2021, but they were leaving that day. So, we then offered the Sunrise Tour on, (with a 5:45 AM hotel pickup) however, she refused and declined this tour also. We went way above and beyond to offer a free stretch limousine ride from the Hilton Hawaiian Village to the airport, to ensure them that there was no possible way they would be late for their flight by taking the am tour, but she opted not to accept this generous and free offer so they could go on the tour and experience Shaxi.
We did everything we could do to make her happy, and obviously she was not charged, and did not go on the tour, yet she still wrote this negative review about the Viator booking process.
Sincerely,
Shaxi