TripAdvisor requested me to resubmit my original review for this activity. So here it is with more details and frustrations. Don’t try to remove customer’s negative reviews. Instead resolve the situation, and I will update the review accordingly.
My wife and I signed up for the Ka Moana Luau via Viator (acquired by TripAdvisor). I called the tour operator and were supposed to be picked up at the Ilikai hotel at 11:55 to the Sea Life Park. During the next 1.5 hours wait after the schedule pick up time, we were able to connect with the tour operator number once initially inquiring the tour bus situation. The operator had my number and never called back. To make the long story slightly shorter...they did not pick us up, and we took Uber there.
Once we arrived, we talked to the Luau team, and they said they were not responsible for the transportation operation. It may be truth, but customers do not care because it is a package service.
The performance team did give us an upgrade of our seats and extra drink tickets to compensate. The Luau manager said that Pearl, the transportation manager, would reimburse our transportation cost the following day, which has not yet happened after a week. And no call or email from them.
The performance was great. We would have enjoyed it a lot more if we did not need to deal with the transportation issue. We were also promised that our names would be on the list of the return bus. After the show, we were NOT on the list again, and were put on the waiting list. Another family of 4 had the same issue. To accommodate all of us, their teenage boys needed to sit on the laps of the parents.
PS: we also called Viator for assistance, and the operator could not find the tour operator. She the. said she would send me an email to follow up. I didn’t get that email until shortly after I filled out a poor review feedback survey about its services.