ComplaintsforBest of Hawaii Tours & Activities

• Initial Complaint

  09/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We called and booked an excursion with Best of Hawaii tours on July 30th, 2023. The representative booked the excursion for the incorrect island which made it practically impossible for us to get there. Once we realized what happened we called to ask that they correct their mistake and they cancelled it; however, we were not allowed to apply what we had paid for that excursion to a new one and on top of that, we were told that it would take 30 days to be issued a refund. First of all, it didnt take 30 days for this company to charge my card and the worst part of all this is after well over 30 days of waiting, we still havent received a refund. I have called and emailed numerous times and still no resolution. This is absolutely absurd. A terrible way to conduct business.

  Business response

  09/08/2023

  Hello ******, We received your complaint and issued your refund.

  Our records show you called our reservation line on 7/30/2023, asking or a tour in Kauai (********** to be specific).

  Since this tour was not available, our agent shared a text with you providing different options that were available, again for Kauai.

  From this text we sent to you with other tour options, you chose ********* (after reading and reviewing the tour links and description on our website) and called us back to book.

  We then did what we were asked to do, and booked the tour for you with *********.

  On the night before your tour (7/31/23), since you couldn't find the address, you called us back, only for us to find out for the first time that you are on the Big island.

  At this point, our agent offered you alternatives, on the Big Island and Maui (where you were going to next) and we contacted the ********* supplier to ask for a refund on your behalf due to "Wrong island booking". - it was after hours at this point, and the vendor was closed. They responded the following morning.

  They did not have to issue a refund for us, as this was a same day cancellation, but they did, due to our great relationship with them.

  We waited to receive the refund from the supplier, then issued yours, as soon as that happened. This entire conversation is well documented, recorded, and verifiable by multiple parties.

  Please remove your Additional Yelp review, as the state of events you mentioned are simply untrue.

  Your refund will be back on the card you have used in a few days.

  Have a nice day.

   

  Customer response

  09/09/2023

   
  Complaint: 20569731
  
  I am rejecting this response because:
  
  The statements made by the company are not true. We did not request an excursion on a different island. We specifically searched for and asked for an excursion for the island that we were staying on.  We also informed the customer service representative that we were staying on the Big Island and asked for guidance for which we obviously didnt receive accurate information. 
  

  We do appreciate that our refund will finally be processed as we have been waiting well over the promised time. I have also read where other customers were impacted by this issue as well. 

   

  
  Sincerely,
  
  ***********************

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