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My booking was via [redacted] as a shore excursion which was operated by Polynesian AdventuresThe excursion took place after final disembarkment from the cruiseOf note, I still have not received a response from Polynesian adventures as of today 10/10/for my original inquiry to them on 9/24/Please find receipt attached

Aloha, On behalf of Polynesian Adventure Tours I apologize for the inconvenience you experiencedEnsuring our guest's satisfaction is our top priority and members of our management team have reviewed your concerns to which we offer the following responseYour tour booking was made through Viator and therefore they need to process your refundWe have received a confirmation message from Viator which is attached to this response, confirming that your refund has been processedMahalo!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meHowever, what isn't shown from this compliant is the amount of time and the amount of people that had to get involved for them to do the right thingI would caution people who book Viator/Polynesian Tour Company since the vast majority of their customers are NOT locals therefore we have very little chance to resolve issues with companies (that are located in Hawaii in this case)--they simply refuse to initially resolve or listen hoping that you will drop the complaint Sincerely, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

On behalf of Polynesian Adventure Tours I apologize for the delay in addressing your concernsOne of our main objectives is communication with our guests to contribute to an overall pleasant experience and we regret that you did not receive a reply soonerEnsuing our guests’ satisfaction, security and comfort are our top priorities and members of our management team have thoroughly reviewed your points of concern to which we offer the following response.We understand that you felt your personal belongings were not secure during the time you visited Pearl HarborCompany policy prohibits guests from leaving personal belongings behind on tour vehicles except in the designated luggage compartmentsPearl Harbor offers a bag storage facility for a feeThe Oahu Station Manager has taken this opportunity to remind our drivers about this policy.The driver scheduled to pick up your group at 11:AM encountered traffic on his way to Pearl Harbor and arrived minutes behind schedule at 11:AMA driver for a different Early Bird Pearl Harbor Tour unlocked your vehicle when members of your group arrived at 11:AM, minutes before the designated pickup time to allow those members to wait on the vehicle for your driver to arriveWhen your driver arrived at 11:AM, your group promptly left for the airport and was dropped off within the designated time frame, at 12:PM.We value each and every guest and feel it is important to address their concernsAs a result, we are extending your party of four (4) guests a full refund of $each for the Early Bird Pearl Harbor *** Cruise Line Shore Excursion taken on 9/22/16.If you have any further questions or concerns, please feel free to contact me

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, what isn't shown from this compliant is the amount of time and the amount of people that had to get involved for them to do the right thing. I would caution people who book Viator/Polynesian Tour Company since the vast majority of their customers are NOT locals therefore we have very little chance to resolve issues with companies (that are located in Hawaii in this case)--they simply refuse to initially resolve or listen hoping that you will drop the complaint. 
Sincerely,
[redacted]

My booking was via [redacted] as a shore excursion which was operated by Polynesian Adventures. The excursion took place after final disembarkment from the cruise. Of note, I still have not received a response from Polynesian adventures as of today 10/10/16 for my original inquiry to them on...

9/24/16. Please find receipt attached.

On behalf of Polynesian [redacted] Tours I extend my deepest apologies regarding the quality of service you experienced. Our tour objectives include communication with our guests to contribute to an overall pleasant experience. We sincerely regret that your expectations of the tour were not met and...

your feedback has assisted in better pursuing these important objectives.Our management team has thoroughly reviewed each of your concerns and the Maui Station Manager has discussed means of improvement with the driver. We provide the following responses to each of your points of concern.1. “Elizabeth refused to stop at the spots that were outlined in the brochure or sold to us during the sales pitch.” Our Maui Station manager reports that it was rainy and windy on Monday, May 9, 2016. The safety of our staff and guests is our utmost concern, thus the decision was made to shorten the time at each of the stops. All regular stops listed on the Maui Tour Brochure (1/16 version) were made; no stops were missed. The driver has been reminded that guests need to be made aware of any alterations in the tour schedule to avoid confusion.2. “She drove at times way over the speed limit, at times three times over posted limit causing bruising from having to hold on…” Although there is no way of confirming the actual speed of the vehicle, we understand that you felt unsafe at times. Our driver should have immediately addressed your concerns. We have since discussed this issue with her.3. “She cursed at times, using the F word when other drivers were moving to slow and she cursed at us when asked to slow down.” Our drivers undergo rigorous driver training which includes appropriate handling of guest concerns. The driver [redacted]s that profanity was never used when addressing guests or other drivers. We are truly sorry that you felt uncomfortable with any comments that were made.4. “Tour ended as we were driven around the city and airport three times for over an hour and dropped back at the DMV not at out hotels.” The Hawaii Department of Transportation rules mandate that a driver with a Commercial Driver’s License (CDL) be limited to 10 driving hours with an 8 hour break in between. After hotel pickups, the [redacted] tour began with a continental breakfast at the [redacted] Restaurant at around 8:00 AM. The tour ended at 5:40 PM with One Day Neighbor Island tour guests being dropped off at the Kahului Airport. By 6:00 PM, the driver having exhausted all 10 allowed driving hours, transferred guests to a utility/runner driver (DMV) who then dropped the guests at their hotels. Our driver has been reminded of the importance of communicating with guests and has been advised to inform guests of important transitions during the tour to avoid misunderstandings.5. “We left Maui in the morning close to 10:30 am and arrived back in Maui around 4:30 PM. A 6 hour tour, not 10 – 12 hours. No stops were made as described.” The Road to [redacted] tour concluded hotel guest pickups at approximately 8:00 AM and then made its first tour stop at the [redacted] Restaurant at around 8:15 AM. The next stop on the [redacted] Tour was at [redacted] Park which offers views of the coastline. As addressed in concern #2, the tour made all of the regular stops which were slightly shortened that day due to inclement weather and the duration of the tour was 10 hours.We value each and every guest and feel it is important to address their concerns. As a result, we are extending your party of four guests a full refund on the Road to [redacted] Tour taken on May 9, 2016.If you have any further questions or concerns, please feel free to contact me.Mahalo!Eric B[redacted]

Aloha, On behalf of Polynesian Adventure Tours I apologize for the inconvenience you experienced. Ensuring our guest's satisfaction is our top priority and members of our management team have reviewed your concerns to which we offer the following response. Your tour booking was made...

through Viator and therefore they need to process your refund. We have received a confirmation message from Viator which is attached to this response, confirming that your refund has been processed. Mahalo!