We visited Hawaii for the first time and signed up for this tour based on reviews, since we could only spend 3 days on the island. The tour was fun and informative. Bryce was an amazing guide, knowledgeable, and very attuned to the needs of the group. He's the best tour guide I have ever come across!
The back office organization was the only reason why this tour only scored 4 stars. If the organization was at the same caliber as Bryce, I would have given it 6 stars!
We booked the tour for Saturday, but never received any confirmation or instructions from the tour operator, except receipt of our payment and notice that any cancellation must occur 24 hours before the scheduled tour. Upon arrival on Friday, we contacted the tour operator, trying to figure out the pick up time on Saturday (between 7-9 am), but there was no response to our messages. We ended up calling the TripAdvisor operator who also could not get a hold of the tour company. I finally had to let them know if no one could confirm the trip by 5 pm on Friday, then I would need a refund, book another tour, and detail my experience with other travelers. The manager from the tour company finally called me by the deadline, was very apologetic and courteous. I got confirmation by phone as well as email. So the issue was resolved in a timely manner.
In retrospect, I think if the tour operator can confirm the pick up time by 5 or 6 pm the night before. It will be much easier for the travelers to plan their day and sure that this tour should score a 5 consistently!