I booked an ATV tour for my wife for our anniversary for Monday, July 12 at 10 am. We arrived in Hawaii late on Friday, July 9th due to a day-long delay in the San Fran airport and were looking forward to our excursion, but quickly started exhibiting signs of illness and were fearful that, though vaccinated, we may have contracted COVID. We spent Saturday searching for and scheduling a doctor's visit and emailed Aloha Adventure Farms Saturday evening at 9pm to inform them that we would need to cancel our excursion for fear of possibly having COVID and spreading it to their staff or other guests. I specifically asked for flexibility in this situation as I contacted them 33 hours in advance and they require 48 hours to receive a refund for any cancellations. Having not received any contact from them by Monday morning, I called to inform them that we had just received our COVID test results (negative, thank God) but had severe sinus infections and were wondering if they could accommodate our refund request. Their response came at 10:25 am on Monday (25 minutes AFTER our scheduled excursion) refusing even a partial refund. I'm sure Aloha Adventure Farms offers a great tour, but the lack of understanding, flexibility, grace, and most importantly COMMUNICATION by this company are beyond inexcusable (I also canceled a diving trip for Sunday for the same reason and the dive company was more than understanding and refunded me fully). They later informed me that their late response was because they are closed on Sundays - whether you are closed or not, you are in the service industry and are responsible to maintain clear communication with customers. I've never written a negative review of a company such as this, but I am genuinely dumbfounded at how negligent the customer care has been.
Відповідь від хоста
Jul 2021
Aloha Dave,
We have a firm cancellation policy. We can't pick and choose who the rule applies to. We understand that this is very unfortunate but it wouldn't be fair to to extend it to some and not to others. Businesses have to have clear policies for situations like this. We wish you safe travels and much aloha.