Don't book this guy's service. My wife and I did the road to Hana ten years earlier and we did it with no guide using only a Fromer's book. It was fantastic. This trip was with my sister to celebrate her retirement. When I booked the trip I was quite clear we wanted to go all the way around the island as there are many beautiful points of interest on the "back side".
Maui's Private Guide (MPG) stated that was no problem.
The day of the trip we meet at the meeting place. The evening before I sent a txt to MPG to confirm and did the same the morning of. No response. When we met the guide and got in the van, the guide stated the back side of the road was closed and we could only do the road to Hana, then turn around and come back the same way. I was very disappointed but did not wish to express this as my sister was very excited to go.
MPG stated there were many good places to eat in Hanna, but the very first thing we did was stop at a local grocery to acquire sandwiches for lunch. Huh? I thought we were going to choose a place to eat...like the advertisement stated?
We took the trip to Hana and saw many very nice sites. Again, when we got to Hana we had to turn around because of this alleged road closure.
The next day as I was swimming in the hotel's pool I overheard another couple telling someone about their road to Hana trip. I ask if they went yesterday and did they go all around the island? They said yes...all the way around the island with no trouble and it was beautiful. Huh?
So, I then began questioning what MPG had said about the "road closure." Since it was well know the back side road was being reconstruction because it was very rough, I called Maui's Public works, Maui's County Public Relations Director, the road Contractor...(Goodfellow Construction), and three other Guide Services. All of them told me the same thing.....the day we took the trip with MPG, the road was NOT closed. Huh? So, I paid for something I wasn't getting.
The van we were in was brand new. Had maybe 10K milage on it. The guide\fellow that was driving stated the back road was very rough. Maybe they didn't want to beat up the new van on the rough road? Just a guess on my part.
After obtaining all the road closure information I called the owner of MPG to attempt to obtain a discount on the trip. He provided me a very short, curt answer. "NO" and that was it.
So, I had to go through VISA to obtain a credit. I was looking for $150 off. When MPG made it hard, I then ask for and received 50% off through VISA. And I had to fight MPG for that. And MPG lost. Technically I could have ask for 100% refund but I was attempting to be fair.
Now, I don't know the real reason MPG refused to provide us with the entire trip and I never will know. But I do know that I would NEVER book a trip with an organization that does a back door "bait and switch" and provides a reason that was verified outlandishly wrong by so many credible sources.
Far to many other good services there to be hoodwinked by MPG.
Ответ от хоста
Jun 2022
My initial response was rejected by Viator. In summary, there seems to be a lot of "Angry Haters" after Covid. This gentleman is one. They boasted about getting stuff for free just by complaining and creating a scene. We provided them with a great tour, as we always do. The south road was listed as closed, it had been for a while, on the Maui county and Hawaii Department of Transportation websites. The clients were told the road was closed before they got in the van and took the tour. They offered no complaint and happily took the tour. They told the driver and me, on the phone after the tour, that it was a great tour. They tipped the driver well. However, the complainant then told me on the phone that he wanted a refund because it wasn't everything they were expecting. He threatened to write bad reviews "everywhere he could" if I didn't pay him off. I refused. This review is the result. In summary, we do awesome tours, always have, always will. But, you can't make angry hateful people into a kind and happy person in one day.