Kauai's Ultimate Group Surf Lesson

For future guests reading this review, we'd like to provide some additional context. Whenever a guest raises a concern, we take it seriously and investigate it thoroughly. In this case, we communicated with the guest over several emails, spoke with the instructor, and reviewed our operational records. Our review confirmed that the instructor returned to retrieve a piece of equipment before entering the water. That lapse in preparation has been addressed internally with our staff. However, we were not able to verify the claim that the lesson ended early or that only 30–35 minutes of in-water instruction were provided. As part of our normal operating procedures, instructors check in with our beach staff before and after every lesson, and those records were consistent with the lesson concluding at its scheduled end time. During our correspondence, the guest advised that their review would depend on how we resolved their request. While every guest is entitled to share their experience, our responsibility is to evaluate concerns based on the facts we can verify—not on the possibility of receiving a positive or negative review. We believe that is the fairest approach for every guest. No business is perfect, and when we identify an opportunity to improve, we address it. In this case, we've reinforced with our instructional staff the importance of being fully prepared before lessons begin to avoid unnecessary delays or confusion. We appreciate all guest feedback and remain committed to providing safe, professional, and enjoyable surf lessons for every family that chooses to spend part of their vacation with us.

Hello, Thank you for your feedback. We’re very sorry to hear that your experience did not meet expectations, and we truly hope everyone is okay following the medical situation you mentioned. Unfortunately, we’re unable to locate your reservation based on the name provided in this review. We encourage you to contact us directly so we can review your booking details and any notes from the day. For clarity, reservations made through Viator are handled as third-party bookings. While they provide a messaging system, it can sometimes delay or filter communication. For that reason, we send all guests a confirmation email and text with our direct contact information, which allows us to respond as quickly as possible. Regarding cancellations, all bookings—whether made directly or through third parties—are subject to a 24-hour cancellation policy, which is clearly outlined at the time of booking. Cancellations within that window are considered same-day and are not eligible for a refund. That said, in the case of a verified medical emergency where treatment was sought locally, we are always willing to review documentation and work with guests when appropriate. Please feel free to reach out to us directly so we can take a closer look at your situation. Mahalo,