We woke up at 4:45am to make it to check-in by 630am because we were told to leave two hours early since we were staying in Princeville. Our group of 4 (two single moms and two teenagers) were really excited because it was the only excursion we had booked for our entire stay. We took Bonine to ensure our experience would not be ruined with sea sickness as described in their email.
What started out as fun, hitting the waves with a solid music Playlist from the captain, turned sour. Three people began to get sick and started throwing up. (They should have prepared much better.) So by the time we approached Napali the captain said we'd be turning back around because of those that were sick and his concerns for their medical safety. We didn't get the full Napali experience, no sea caves, no snorkel, we never even got to get in the water (except the two that peed.) We made a very slow trip back to the port (my legs fried even with sunscreen) so that the sea sick people would be comfortable. Unfortunately, the people that weren't sick got stuck with a very mediocre trip. The captain (Jake) was nice and felt bad so he instructed those that weren't sick to go back to the front desk and see if we could be placed on another excursion. Well, as soon as my group walked up they immediately knew what we were there for and told us not to bother rescheduling. They instructed us to write them an email. Ha! Literally, $800 is what we spent for a hot raft ride and a turkey wrap, and they told us go away and write an email. Me and my friend refused to be treated so horribly by the front desk and asked to speak to management. They gave us every excuse in the book as to why management wasn't available. After 30 mins of us not leaving, front desk eventually said she could put us on another tour the following day but needed manager approval. We waited for approval. Then another woman came down and attempted to get us to leave without an approval and threatened to call the police. (Note: Another passenger on the tour with us also decided to stay and wait for a solution.) We told her to go ahead and call the police. By the time police came, management was suddenly available. Deven. Who said he was the good guy and would see what he could do for us. Well, Deven said we'd get $20 back per person for not snorkeling. We weren't happy with that solution but told them we'd take it since they refused to reschedule us. The most upsetting part is the customer service. Their own cancelation policy is unclear, says if they cancel due to safety concerns, which was the reason, then they'd refund you or reschedule you. Beware! If someone is seasick (and not in your group) you will not get your money back. I've done many tours with other companies where if someone gets seasick, they keep going. It's up to the passengers to take care of themselves and follow guidelines. Can you imagine how many tours would be canceled if it was dependent on seasickness? All of them. I recommend going to Captain Andy's, Holo Holo, Blue Dolphin - other companies I've had great tours with but were booked already. Lastly, I really hope they do not reprimand the captain because they kept saying he knew better than to tell us to ask for another tour. The captain knew we didnt get we paid so he should not be held responsible for trying to do the right thing.
As of 11/16/22, they have not refunded any money to my credit card as they stated.