My partner and I recently attempted to go on a whale-watching tour with Sea Maui, and our experience was nothing short of disheartening. My girlfriend uses a cane to help manage fatigue but does not require it to walk. Despite this, the crew repeatedly questioned her ability to climb a set of stairs unassisted, making her feel uncomfortable and unwelcome.
While they didn’t explicitly tell us to leave, it became clear they wanted us to opt out of going on the boat. The constant questioning was invasive and humiliating, forcing us to leave on our own.
What made this even more unreasonable was the context: the tour included an open bar and many children. The environment was far from one demanding peak physical performance, making their behavior entirely unjustified.
Sea Maui’s crew displayed a troubling lack of sensitivity and inclusivity. I strongly urge them to train their staff to treat all customers with respect and dignity. Until they make changes, I cannot recommend this company.
Response from Host
Jan 2025
We're sorry that you feel the decision to keep your girlfriend safe was unprofessional. This is not a lack of sensitivity, it's a major safety issue. The required physical level to participate is very clearly stated in all booking confirmations and when signing your waivers (which you were not honest in answering). You may have realized while witnessing the vessel board passengers on the beach there was a significant amount of shore break that passengers needed to contend with that day. This is not a safe situation for anyone with mobility issues, period. The shore break that day was already slightly elevated and we were expecting it to get worse throughout the day. If she were to fall and get pushed around by the shore break and end up under the stairs or one of the hulls she could have been severely injured, we're not taking that risk. Even if she was capable of getting on with the conditions at boarding, we still need to take into consideration disembarking with the rising surf as the tour operated, which is exactly what we were most worried about. This was not personal nor was it discrimination, in fact it's the definition of PROFESSIONAL. Our manager was very kind to you folks and explained everything, we even offered you a full refund which we certainly didn't have to do. While we understand the situation is disappointing, leaving us a 1 start review simply because we did our job is totally unreasonable. We stand behind our staff in making the right call and keeping your girlfriend safe. This could all have been avoided if you would have read the information provided about the tour you signed up for and were honest with the information you provided prior to the trip. We're grateful for this opportunity for others to read this review response in hopes it will help people understand there is a significant safety risk with beach loading catamarans. We highly recommend taking a boat from the harbor if you're unsure. Mahalo!