We booked "Secret Falls Tour", described as an adventure, described as "Tours go out, rain or shine". We get up super early, get the family ready, and drive to the tour. On arrival they inform us the tour is cancelled due to "high winds". The trees are waving - nothing excessive. Later that morning we see other kayaks happily cruising along the calm river, (see attached photo). So fairly pathetic to cancel us with zero notice. But the most pathetic thing is their explanation as to why they didn't phone us to let us know and save us the time and gas of needlessly driving to the tour start point: "our company management doesn't allow international calls". WTF! So we spend $300 on your tours, but you won't spend a couple of bucks making an international call to my cell phone to inform me of the cancellation? Pathetic! Yes - they sent an email with cancellation as we were driving to the tour - not something I would read while driving. I thought Hawaii was set up for international tourism? Not impressed.
Відповідь від хоста
Dec 2019
We sincerely apologize for the inconvenience this has caused you. We are working on getting international calling immediately. Safety is our #1 concern! In the past we have experienced falling trees and branches during windy days. We canceled tour due to it was a weather advisory that was posted at 3.33 am the morning on the date of your scheduled tour. Our office staff reported to work as schedule 6 am, and followed protocol. In accordance to State DLNR we are not to operate any tours if any weather advisories such as watch/warnings, thunder, lightning, flash flooding. We are sorry you seen others kayaking the river, unfortunately they were going against State permit policy in doing so. At which we have no control on another's company decision not to follow rules and regulations. We hope you have an amazing holiday season!