I would not recommend this tour based on my experience. Before our scheduled pickup, the operator told us to look for a “white Mercedes minivan.” Since we were getting into a vehicle with someone we did not know, I asked for the license plate number. I received no answer to that question. I then asked again, specifically requesting both the license plate number and the driver’s name so that we could verify we were getting into the correct vehicle. Their response was simply: “White Mercedes minivan, easy to recognize.” At that point, I did not feel comfortable getting into an unidentified vehicle. I contacted Viator/Trip Advisor BEFORE the tour and explained that I wanted to cancel because I felt unsafe. Only after I had already canceled did the operator call me multiple times. The operator later claimed that their driver waited outside and that I became “unresponsive,” while leaving out the fact that I had already raised my safety concerns and canceled. I provided Viator with screenshots documenting the entire conversation, including my repeated requests for basic identifying information. Despite all of this, I was never refunded. I understand cancellation policies, but this was not simply a change of mind or a no-show. We were ready to take the tour until the operator refused to provide the driver’s name or license plate after I explicitly requested them for safety reasons. As a traveler, I should not have to choose between getting into a vehicle I cannot verify and losing the entire cost of my booking. This experience left me extremely disappointed with both the tour operator’s handling of the situation and Viator’s refusal to refund me.
Thank you for sharing your feedback. We are sorry that you felt uncomfortable, and we would like to respectfully clarify the circumstances surrounding your booking. In more than 10 years of operating our activities, this is the first time a guest has expressed safety concerns immediately before the scheduled tour after receiving the pickup information in advance. Our team communicated with you several hours before the activity and again approximately 30 minutes before the scheduled pickup time. You were provided with clear instructions, including the description of the vehicle as a white Mercedes minivan. Our tour guides follow standard pickup procedures at every location. At the scheduled pickup time, the guide comes outside the vehicle and contacts the guests by text or call so that both parties can identify each other, confirm the reservation and introduce to each other. These pickups take place in public hotel areas, allowing the guide and guests to easily identify one another, know their names and avoid any confusion regarding the reservation or pickup process. On the day of your tour, our guide arrived at the designated pickup location on time and waited for approximately 20 minutes. The guide also called and sent messages in an effort to reach you, but unfortunately, there was no response. We completely understand that guest safety is important, and we respect every traveler’s desire to feel comfortable with their transportation and activities. However, our vehicles are company operated vehicles and are identified with our company branding. For this reason, license plate information is not normally provided as part of our standard pickup procedure. The guide’s identification/name and reservation details are confirmed directly with guests at the pickup location. We are also required to follow the 24 hours cancellation and no show policies applicable on Viator. In this case, the activity was fully staffed, the guide arrived at the scheduled time, and the vehicle was ready to provide the tour. Because you didnt show up and not answered our calls or texts, the booking was considered a no-show and was therefore not eligible for a refund under the applicable policy. We are genuinely sorry that you did not have the opportunity to experience and enjoy Honolulu from a local historical perspective. We kindly feel that the review may not fully reflect the overall experience of this activity, but rather the specific circumstances that occurred on that day. We truly value every guest and always do our best to provide Aloha hospitality, communication, professional service, and a safe, enjoyable experience from beginning to end.
