Horrible horrible experience. I trusted Roger, through these reviews and his phone call, but what we received was horrible customer service and a dangerous toss onto a coral reef. Roger hired a "kid" for the day to help him out and entrusted the lives of my husband and 9 year old son to him as well as another couple. This kid led them out to sit at the base of some 9 foot waves which tossed them all out of their kayaks. My husband and the other gentleman both receieved horrible scrapes and gouges in their legs getting back into the kayaks. Roger handled the whole situation poorly. He didn't take any responsiblity for hiring this kid, yelled at my son and husband, and berated the other couple for not knowing what they were doing. HELLO. That is why we hired you! My son, who was in love with the ocean, now refuses to go back in because of this incident. I have tried contacting Roger for a refund and haven't heard back. I will be contacting the BBB. Spend your money somewhere else.
Réponse de l'hôte
Jul 2015
Elissa, thank you for posting this review! Although some facts were omitted or changed, this was a HORRIBLE DISASTER and is the PERFECT example of what can happen when people do not FOLLOW INSTRUCTIONS!! I now use this tour as an example of what NOT to do and how important it is to listen to your tour guide!! ALL participants are given an orientation/paddle lesson and safety briefing in explicit detail before each tour. Before launch each person has a hands on practice session and a review of instructions before setting out to the meet area!! After 100's of tours and 1000's of participants at this site this is the ONLY tour gone awry. There are many concerns when paddling kayaks in Hawaii including (but not limited to): wind, currents, the reef, marine life and WAVE ZONES!!!
ALL participants on this tour were given a FULL REFUND...check your credit card statement again Elissa, Square credit card refunds can take up to 14 business days!!
Roger Poel - Owner/Guide Maui Adventure Tours