This snorkeling company was recommended to me by two different white friends, and I was looking forward to it. However, the experience yesterday afternoon was very disappointing. It was evident that our Chinese family was treated differently. They were very friendly to others but had a hostile attitude towards us. As soon as we boarded the boat, we were mocked for not cheering loudly enough. These things were minor issues.
When the snorkeling officially started, one staff member led the group to an open sea area, while another staff was idle. I have a fear of deep water and asked if the other male staff member could guide me for a while. He refused, saying he needed to stay on the boat. However, he was actively encouraging another girl who was also scared. No one checked on me the entire time. I had to hold onto a floating board by myself for a while before returning to the boat. Once I was back on the boat, I realized that the spot where everyone was swimming was actually very close to the boat. If someone had guided me for just a few minutes, I would have had a very different experience.
I've been traveling in this city for nearly a week, and everything has been wonderful except for this snorkeling experience. It was extremely disappointing.
Response from Host
Jul 2024
Thank you for bringing this to our attention. We are deeply sorry to hear about your disappointing experience with us. We strive to provide exceptional service to all our guests regardless of background, and it's disheartening to learn that you felt treated differently from others on your snorkeling trip.
We sincerely apologize for any perceived hostility or lack of attention you encountered from our staff. This is not reflective of our values nor the standards we uphold. Your comfort and enjoyment should have been our top priority, and we regret that we fell short in ensuring you had a positive experience. Please give us a call at (808) 556-3586 to discuss this matter further. Mahalo!