I’m surprised Viator would have such a place on their site. There is no store front. It’s out of some random guys truck in a random parking lot. . It was super shady. They helped load the kayak after waiting 1/2 hour due to others needing help. They give you directions where to park and launch but good luck. Approx 20 parking spaces for not only this company, but 10 other competitors. So I had to park 1.5 miles away, and jog back. When I got back to rando’s parkinglot and enquired about this issue the random truck guy said yeah we know. It’s as if they set you up for failure and a miserable day. Please pick another company. We did this same kayak trip with a different company that dropped you off and loaded and unloaded all the kayaks for you, and it was so awesome we wanted to do it again. Tried to save a bit of money since we felt we didn’t need a guide this time. Horrible customer service, horrible experience and literally ruined our day. Beware and reserve at your own risk. You’ve been warned.
Odpowiedź od gospodarza
Jan 2025
Aloha Joseph ,
Thank you for your review. We are very sorry you did not enjoy your day on the Wailua River. We would like to address the points you made in your review for your understanding and anyone else’s that is interested to read this.
We do have a storefront , a beautiful shop where we check customers in. However, as you mentioned , Christmas time is very busy for us and we were doing our best to get everyone on the water as soon as we could so we spent the time checking you in while also loading the kayak onto the car. The trailer with the kayaks is in the parking lot as you mentioned.
The parking at the marina was crowded because as stated previously, it is busy during certain times in the year on island and we don’t think it’s fair to review us based on that.. there is nothing we can do about that.
And lastly, there is no rental company that is allowed to deliver equipment to Wailua river. Otherwise we would gladly do that for you. Only the permitted guided tour companies do that and that is why they cost significantly more and why you had your kayaks delivered when you took a tour.
We know this won’t change your experience, but we hope with this information you will have a better understanding of the situation on Kauai and kayaking Wailua River specifically.
We have been working in the kayak industry on Kauai for over 20 years and we take pride in what we do and the experience we provide for each customer.
Thank you and have a wonderful day
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