I’m currently rating this tour company poorly, but I hope that they will make things right for our group. 25 of us (likely 50 because there were two buses) booked a tour that had a minute-by-minute itinerary listed. We were supposed to visit Richardson Beach, a candy factory, Volcanoes National park, Rainbow Falls and Manono market.
**Out of the five stops we paid for, we only visited two of them**
When, at the beginning of the tour, our guide told us we would only be visiting Volcanoes National Park and making 4 stops there, spending extra time there, etc we inquired about all of our other stops we were supposed to make. We had from 8:30 am to 1:30 or 2:30. She said her manager gave her a DIFFERENT agenda than what we had. Every single one of us, all different families who booked completely separately, had the same itineraries no matter if we purchased through Viator or Trip Advisor. We all had the same info, and only the tour guide manager had her own secret to us, agenda for our day. We immediately notified the manager. We all shared screenshots of our receipts and itineraries. Regardless, she refused to acknowledge that we were taken on the wrong tour.
The manager is currently refusing to offer any sort of refund for sending us on a tour that was vastly different than what we booked. I have requested a refund through Trip Advisor and will dispute this as fraud. The manager had every chance to try to make up for this mistake but instead is insisting that all 25+ of us who are saying the same thing are wrong.
Her “proof” was a screenshot of the “edit” screen where tour operators can type up a description of their tour, NOT the publicized itinerary we booked.
I will update my review if the company makes it right.
Odpowiedź od gospodarza
Mar 2025
Aloha, remember your ship was in for only a few hours, so we created a specialty tour for all cruise ship guests to bring you to all the highlights in the Volcanoes National Park and Black Sand Beach. Which you selected, and I had sent you and two other customers screen shots to prove your selection. It wasn't the whole vehicle, as some passengers said a guy Chris was making them feel a bit uncomfortable and they were just trying to enjoy. It is our top priority to get guests back to the cruise ship in time without any risk. Had we done our full regular tour, you would not have made it back to the cruise ship in time. We go out of our way to accommodate your ship that only gives us a few hours.....geesh. Complain to your ship that the schedule was ridiculous.