I did not get to experience parasailing with Hawaiian parasail due to the error made by Noemi Neumann & Bianka.
On March 26 I called and booked an activity for May 17 for a special birthday event for my husband. I spoke to Noemi and she confirmed that it was booked. I told her I was kamaaina so she advised me to purchase the 300 feet long line and they will upgrade to 600 feet line once showing them my Hawaii ID on May 17. I booked it online and got an email confirmation. On May 7, I called to confirm the booking and I spoke to Noemi. She said everything was a go. Later that evening, I see an email from Hawaiian Parasail saying that I was charged an additional $20.94. I was not notified of this additional fee that will be charged to my card. I called around 5:30 PM on May 7 and spoke to Bianka. She gave me bad attitude when I asked why they charged me this extra fee without telling me and said this is "not a big deal" and they will refund me. She tried to talk over me and was argumentative. I saw three re-booking confirmations in my email shortly after and saw that $20.94 was refunded. I told her that I told Noemi many times that I was kamaaina and why did they charge me the difference between the regular rate and the kamaaina rate. This was clearly Noemi's error. Note that I was upset at this point but I was assertive when speaking with Bianka who had a lax attitude about my situation.
On 5/8 I saw another refund email saying I was refunded the original activity fee of $110.71. I was not notified of this refund, again. When I called on the morning of May 8 spoke to Mari and told her to have a manager call me back. She was apologetic but said Bianka who was a new worker issued the refund on May 7. Please note that I did not authorize this.
What happened to my booking and why did they keep my credit card info for that long and why unauthorized transactions were made?
Nobody called me back. Nada. On May 9 , I spoke to Missun who said that the management did not want to provide me with any service. Really? The person who cancelled my booking was Bianka. She is suddenly the "management?" Haha. Missun seemed very confused and did not want to address my issue. I demanded to speak to the manager or owner and Missun could not tell me who I needed to speak with. She seemed lost and confused and told me no one else was available. This all was an error on their part and 100% the company's fault. I still was not explained about the cancellation and why they turned away my business. I would like to know why I was treated with bad customer service and blamed for their misunderstandings.
I requested to speak to Noemi and Missun just told me that she is really busy, Noemi will email me, and that my booking was cancelled. Missun also said there are other parasailing companies around since they cancelled my booking. UNREAL.
DO NOT book with Hawaiian parasail, full of INCOMPETENT WORKERS, BAD CUSTOMER SERVICE and NO ALOHA. Do not give these people business. If you do, you will have to deal with unreliable staff like Bianka, Missun (confused and maybe ESL like she doesn't understand much English) and especially, Noemi Neumann. Oh yea, did I mention that Noemi is one of the business owners setting a great example for her workers? This company will eventually lose all its customers if they keep this up.
No email yet from this company as of today. Not a surprise.
Réponse de l'hôte
May 2018
A business exists to make money and not to lose money. A business exists to provide the service not to turn away its customer. If a business turned away its customer then there is a good reason behind it. Businesses have the rights to refuse their service to anyone for good reason.
Customers should look at hundreds of good reviews and not to focus on one bad review cause you don't know what's the reason behind it.
We take good care of our employees so they do their best to provide quality service to our customers.
Sorry but sometimes we must turn away our service to few. We cannot please everyone, especially unhappy people.