Administration Disappointment
We paid a premium of $300 per person to book the E-Bike tour at the private Triple Tier Falls through Norwegian Cruise Line, which is over twice the standard rate. Given this high price, we anticipated exceptional service from Umauma. Unfortunately, when we arrived, we learned that swimming in the waterfalls, which was a primary reason we selected this excursion, was prohibited because a cow had given birth in the water. Although our tour guides were fantastic and did an amazing job, we were deeply dissatisfied with the administration at Umauma for failing to offer a suitable alternative activity, such as the Zip Line.
Operator response
Aloha, Mahalo for taking the time to share your feedback. Weʻre glad to hear you enjoyed your guides and appreciate your kind words about their efforts. Weʻre sincerely sorry that the waterfall swim was unavailable during your visit. Guest safety is always our highest priority, and due to unforeseen environmental conditions, we made the difficult decision to temporarily close the swimming area. We understand how disappointing this was, especially since it was a highlight of the excursion you were looking forward to. Unfortunately, because of peak season availability, we were unable to accommodate tour changes that day. We hope to have the opportunity to welcome you back for the full experience in the future.
Most relaxing excursion on the Island
One of the most relaxing & enjoyable experiences I've had on the Big Island in the 20 years I've been visiting.
Chill day at the Umauma Experience
We had a nice, relaxing time at the private waterfall and river swim. My 74 year old mother enjoyed a relaxing day playing in the water, using the paddleboard, and even did the small “cliff” jump into the pool. Jake was very helpful and very patient with the couple that was paired with us for this tour. This was a much needed respite from all of our other activities on the island thus far.
Operator response
Thank you so much for taking the time to share this wonderful review! It absolutely made our day to hear about your relaxing experience at our private waterfall and river swim. We're especially thrilled to hear that your 74-year-old mother had such an adventurous day. Jake will be so pleased to hear your kind words about his service. We pride ourselves on having guides who are not only knowledgeable about the area but also patient and attentive to each guest's needs and comfort level. Jake embodies exactly the kind of personalized care we strive to provide on every tour. We're delighted that our tour provided the perfect respite during your island adventure. We know how busy island itineraries can get, and we're honored that you chose to spend some of your precious time with us for a more peaceful, intimate experience. Thank you again for choosing us and for sharing your experience. Reviews like yours help other families know what to expect and encourage us to keep delivering these memorable moments. We hope you had a wonderful rest of your stay on the island! Aloha!
