I want to preface this by saying that I’m a professional tourism worker. I have worked most jobs in a tour company and the way they handled the cancellation of our tour was horrific. My dad booked the tour through a vendor down Alii and was so excited to bring his family and go on a submarine. We made it to the dock and 10 minutes before the tour start time the tour representative said we were waiting on more people, then 5 minutes later said the tour was cancelled due to visibility. I understand that the weather changes and doesn’t always work with us, I now work as a boat captain, weather happens. Though we did hear other passengers say they heard that there was just not enough people booked and they wanted to reschedule to a later time. I don’t know if this is true as we couldn’t reschedule because my family left in the afternoon. What was truly appalling was how they handled the cancellation. We were told to go to the office across the street, after waiting in line we were told we needed paperwork from the office in the hotel, then when we got there they sent us back to the place we bought the tour from!! What the heck! As I said I’m a professional tourism worker, I’ve worked many cancelled tours, and any time we’ve cancelled at the many different companies I’ve worked for we’ve handled the refund no matter who the person booked through. Even if it was through TripAdvisor or a 3rd party tour salesman, the company would make all the calls necessary!
Everyone was so bummed for the tour to be cancelled and then to have to spend their last morning running around place to place being (irritatedly might I add) told to go from place to place was unacceptable. If you need to cancel you need to handle the refund! Even if it wasn’t booked through you. It’s basic customer service. Will not recommend to anyone based on this experience.
Одговор домаћина
Jan 2020
Aloha and thank you for sharing your review. We are very disappointed to learn that your overall experience was less than exceptional, and we sincerely apologize for any inconvenience you experienced. Unfortunately, due to ocean conditions or mechanical difficulties, we have to cancel last minute at times. We do not want to operate in unsafe conditions, as the safety of our guests is always our top priority. We sincerely apologize for the inconvenience you experienced, as we know vacation time is very valuable. If you would like to discuss your experience further, please privately message us with the name your reservation was under, the date and time of your tour, and your contact information so that we may have a team member reach out to you directly. We hope to hear from you soon. Mahalo.