First thing, the crew gave a defective face-piece to me. once I put my face into the water, the water was leaking from the mouth tube. I tried this at least 4-5 times, each time the water leaked into my mouth and each time swallow sea water. I requested to change a mouth piece, but the crew very rude and mean and put me out from the water and did not let me into the water again. I spent a lot of time to plan this and spent a lot time to travel for this. I was so disappointed. Also, their address was hard to find. Their phone no answer. Over all, night snorkeling is once a time experience. But never chose this company.
Réponse de l'hôte
Aug 2021
Aloha - thank you for the feedback, and we're sorry this tour was not a good fit for you.
Regarding the leaking snorkel, our swim guide fixed the snorkel that was initially provided to you with a bent rubber mouthpiece. After that, the snorkel was working fine for you, for a while. When it started "leaking" again, our swim guide asked you to place your lips around the entire snorkel. This issue was that your lips were not sealed around the snorkel, and we were unable to help you overcome the issue, possibly due to a language barrier.
To be clear, you were removed from the water because you were unable to float horizontally, you were kicking the manta rays beneath you, and you were not responding to our instructions to float horizontally. Not only does this pose a risk to the manta rays, it puts you and our captain at risk of receiving a substantial fine. We can not allow anyone to stay in the water if they are kicking manta rays, and this is not negotiable.
Regarding our address, we have a very simple link to Keauhou Harbor on Google Maps, which shows exactly where to meet us at the harbor. If anyone is unable to find us, we recommend giving us a call, and leaving a message if we don't immediately answer because we're on the phone with other guests.
This review brings up a few important points:
1. To successfully do this tour, you need to be comfortable floating horizontally in the water. If you can not do this, and you are endangering the manta rays, you will be removed from the water. This is why we have a requirement of being able to swim 25 yards in the ocean.
2. If you are having equipment issues, or need help learning how to use a snorkel, we can help, but you need to be willing to take direction.
3. Our meeting point is at Keauhou Harbor, on Kaleiopapa St. in Kailua-Kona. You can find the location in your Tripadvisor ticket details, on our website, on Google, or by calling the Hawaii Oceanic office directly.
Mahalo