Read the reviews, and believe them! We read them but took them with a pinch of salt and reasoned that a company who was on the Maui government website couldn’t be so poor. They were.
We booked a return shared shuttle from the airport to our hotel on in May.
On the journey from the hotel to the airport we requested a shuttle time of 9am, we received an email confirmation the day before stating the pick up time was 8.30 but could be 15 mins either side. This meant we had to be ready 45 minutes before the time we originally planned/requested. Whilst annoying we accepted this as the compromise of a shared shuttle.
The shuttle did not arrive by 8.50. I called the company and after waiting on hold for 15 mins they said that the reason we didn’t get collected was that the driver was at reception. However we had confirmed with your team that they would collect us from our villa, that very morning. There was no apology and I was treated like a nuisance the whole time and was even hung up on. Their first response on hearing I hadn’t been collected as scheduled was to offer a refund, no thought to the fact I had a flight to catch. I requested that a car be sent to collect us but was refused and only after several exclamations that they had abandoned me did Junko (the person I was speaking to) offer me a shared shuttle at 10am. This could have worked if it was a direct shuttle but not for a shared one which wouldn’t get us to the airport in time. We then had to book an Uber which cost more than the original booked shuttle so I requested that they pay me the difference as this was their fault. Again they declined.
When we got to the airport, security was queuing outside and took over 1 hour to get through. Had I accepted this offer of a 10am shared shuttle I would not have made my flight.
I am shocked that a company who’s hold music talks about the Hawaii hospitality treated me this way. I experienced absolutely no such service from this company and it totally spoiled the end of our holiday.