H7029OBcatherinee
Dec 2020
I tried to head off the problem when I saw the directions for the meeting place. It was confusing, especially since Hawaii street names are difficult in the first place, and I was traveling alone, so I didn't have a navigator to guide me. I called ahead to try to get better directions, and all I was told was don't trust GPS, since it will get me lost. So I couldn't find the place. The guide finally called me when I didn't show up, just to tell me that he can't wait for me because I was still 10 mins away from where I needed to be, so I was getting left behind. I said, fine, then I can get my money back right? He said YES. Now that I'm trying to get a refund, I'm being told I had to reschedule. Don't say something that you can't honor. It's unfair and wrong.
Réponse de l'hôte
Dec 2020
I am so sorry, but it clearly states on both our website and Trip Advisor’s that there is a 24-hour cancellation policy. On the day of the tour, you did not contact us to let us know you would be missing your scheduled time. You also did not contact us afterwards to discuss the options. We do our best to try and reschedule people when we can, and then, depending on the circumstances (such as they are flying out the next day) we may request that Trip Advisor refunds them. When Trip Advisor contacted us and asked if the tour went out as scheduled, we had to tell them yes. We even tried to call you a couple times after the fact to offer a solution, but were never able to reach you. It has never been our policy to just refund people who do not show up or who miss their tour, but we do our best to reschedule them or work out a solution.