I'm sorry to hear you were not able to enjoy your Shaka Guide tour Christopher and we apologize if we were not able to assist you when you were having trouble. Shaka Guide business hours are from Monday to Friday, 5 AM to 3 PM Hawaii time.
Since you bought through Viator/TripAdvisor, you just need to follow the steps in your booking confirmation and download our Shaka Guide app and tour onto your phone. The good news is that Shaka Guide tours NEVER expire. You may not have been able to use your purchased tour on your recent vacation but you can use it again when you're back in Big Island for another vacation.
Kindly email us at
[email protected] to tell us more about what happened and so we can assist you in getting a refund from Viator/TripAdvisor if you like.