We went on the Secret Falls kayak/hike/waterfall excursion yesterday (7/17/19). We had been on this tour once before with another company a few years back and I must admit the hiking trail/conditions had deteriorated considerably; seems there's no effort or maybe ability to keep the trail in safe, walkable conditions. And of course there was rain off and on and at night so the trail was very muddy and slippery. At one point we had to cross the river that was thigh to waist deep, depending on your height, and it was moving fast. So... our guide that day, unfortunately, did not have the gift of gab; and worse was very indignant with one of his group members calling her out saying things like: I can tell your not a hiker, from the river crossing I can tell you won't make the hike in and will use all your energy to get in but then not have the ability to hike out, it's very muddy and slick, etc., etc. Needless to say she felt embarrassed in from of her family and the group, got her sandwich for lunch and went back and waited at the river crossing for approx. 1.5 hours until the group returned heading back. In all the excursions and guides I've experienced in 20 years coming to the Hawaiin Islands (Ohau, Kauai, Maui, Hawaii/the Big Island) this was the worst. I and my family will definitely remember this company and avoid booking with them in the future.
Réponse de l'hôte
Jul 2019
We would like to send our deepest apologies to you and to everyone else who was on this tour. I have emailed you privately, and hoping you will respond. We apologize for the way our guide treated everyone. We will be sure this issue is addressed immediately. Trail conditions have changed drastically due to the heavy rainfall we got in April 2018. The state and employees from all companies have worked hard and tried their best to make sure the trail was safe and suitable for everyone. And they are still trying their best to maintain it, but with rainy weather changes happen. Have a great day, and hope to hear from you!
Mahlo,
Sheila Fernandez