Aloha and Mahalo for your review. You were ripped off… but it wasn’t us. Please read below.
Unfortunately only very few facts of your review are accurate. We are happy to correct them :)
Mr. Hayes called our friendly customer service ladies and demanded a refund or else he would leave a one star review to hurt our business: Well, here we are ;)
Note from Management: You could have asked nicely and we probably would have made an offer, but you decided to go a different route. Blackmailing just doesn’t sit well with me. Much Aloha, Daniel (Owner).
2. Late pickup & Free Malasadas
Yes, unfortunately we were running behind and did pick up late. We apologize!
Matthew made a mistake this morning. Matthew gave you extra time at Pearl Harbor and bought Malasadas at Leonard’s from his own money for the whole group to make up for his mistake. Unfortunately it wasn’t enough for you. Sorry.
3. Communication with DanielsHawaii
As soon as we knew the pickups would be late, our customer service called and texted everybody in the group and stayed in touch to answer questions and give an updated ETA. Yes, it doesn’t make up for the fact that we were late for pickup, but we communicated with every guest along the way.
4. Leaving the group - Guides at Pearl Harbor
Guides are only allowed to give a short introduction at Pearl Harbor National Park. If you saw guides within the park they operated illegally! The guide violated Pearl Harbor regulations and the company he/she works for could get a fine and possibly lose the Pearl Harbor Permit.
5. Leaving your disabled wife behind
Interesting point of view. Here is our take on that ;)
She’s your wife and not Matthew’s - paying us for the Pearl Harbor Tour doesn’t change that ;) So why would you as her loving husband, leave her alone in the parking lot.
However, that’s not even what happened, but it’s a fun idea to entertain. Here is what really happened:
Your wife wanted to take a taxi back to Waikiki as soon as the group arrived at Pearl Harbor. Matthew had to make sure everybody makes it to the USS ARIZONA boat ride in time, therefore he walked the group into the park while your wife took a taxi. Taxis are ALWAYS waiting in the commercial parking lot - that’s the same exact parking lot where you got off the van.
6. Drop Off at Pearl Harbor
All tour companies and taxis operating legally at Pearl Harbor, must drop off at the same parking lot - Google Maps shows the parking lot is ~0.1 miles from the entrance = 176 Yards (your 200 Yards guess was pretty accurate:) ) For everybody reading this, wondering about the walk from the parking lot to the park, here is the map: https://maps.app.goo.gl/AWMRFMPsqSWr81xb8?g_st=ic
7. You were ripped off! Cost for Taxi to Waikiki
$73 for a taxi from Pearl Harbor to Waikiki is unheard of! We highly recommend you complain to the taxi company. A taxi / UBER ride from Pearl Harbor to your Hotel in Waikiki should not cost more than $30-$40. Sorry, but you were ripped off by the taxi drivers, twice!
8. Pearl Harbor Tour Duration
Matthew gave you an extra hour at Pearl Harbor, which he didn’t get paid for. He did this so your whole group had more time to enjoy the amazing museums and exhibitions at Pearl Harbor National Park. There are 4 Museums plus the USS Arizona at Pearl Harbor National Park. Some visitors stay for 8(!) hours to explore everything, so it’s a bit confusing that you weren’t able to find enough things to do for 4 hours.
We also checked the GPS data and the van was parked at 245pm. Meaning the whole tour took ~7 hours, which is exactly one hour longer than usual (5-6 hours regular tour duration).
We apologize for the late pick up Mr. Hayes. Matthew tried hard to make up for it. Some guests even told him he made a “nice recovery”. Since you left early you missed out on the free Malasadas and the amazing walking tour around I’olani Palace, the Capitol and the King Kamehameha Statue and Aloha Tower. You definitely should come on tour with us again to experience our 5 Star rated Pearl Harbor Tour. We are looking forward to having you on tour again.