Endless Adventures Hawaii

We are responding to complaint regarding a kayak tour with ms [redacted] We sincerely apologize for your unpleasant time during the tour To address some of her concerns, Kailua beach can be busy with tourist so next time arrive a little earlierMichael never said that we would offer a refund as he is not authorized to do so, but explained to you that someone would get back to youWe had to reschedule your original tour due to extremely dangerous ocean conditions due to a hurricane Johnny also mentioned the reason you didn't continue out to the mokuluas was because "the girls didn't have enough strength to get to the mokes so we stayed around Lanikai"None the less we want to offer a GC for a 4hr tour for people in return we can change your experience with us but unfortunately cannot issue a refund for your tour

Complaint: [redacted] I am rejecting this response because: Michael D [redacted] specifically said that he would be sure that we were not chargedHe did not say he'd have someone call us otherwise I would be complaining about not hearing back from this someoneBelow is a detailed list of what this excursion promises but didn't deliver onAlso, your statement that our original tour was rescheduled due to extremely dangerous ocean conditions due to a hurricane is either a fabricated statement or you are confusing us with someone else Your website says: hour Kayak Adventure Group Tour · We pulled the kayaks into the water at 11:and were back at 1:(less than hours) (We arrived at 10:27am for our 11:tour) Your website says that we would be given a quick briefing to assure a fun and safe kayak adventure · We did not receive such briefing at allWe were asked if we’d ever kayaked before and I said in a lake but nothing like this and gestured toward the ocean Your website says that we would be provided with snorkel gear · The fins were huge and both feet were not the same sizeLeft foot fit and right foot was like sizes too bigNo one ever asked what size our feet were to ensure we had proper fitting finsThey did have a plastic / rubber pull on the back to tighten the fit but this caused tremendous pain in my Achilles heel so I could not wear the fins at allThe snorkel mask and air tube were full of sand in the crevices and made me question how sanitary it was and if they were ever cleaned out(days later I came down with a very bad cold and had to miss ½ days of work due to my getting sick) Your website mentions Mokulua Island · When we landed on this island, there was a local on the small beach area that started yelling at us telling us that kayakers were not allowed on the island on SundaysThis made us very uncomfortable and the guide told us that because he works for a private company that this rule did not apply to him/usWe did not stay longer than maybe minutes Your website says that we would discover the local spots of the island and goes on to list Queen’s Bath, snorkel cove, underwater cave, and cliff jumping spots · Our guide did not take us to any of these spots and he never even mentioned them Your website says that Lunch or snacks and bottled waters are provided · We did not receive water, we did not receive a snack, and we did not receive a lunch · The guide ate his food while sitting on the beach while my daughter and I were in the water but he did not bring any food or water for usAnd the only mention of food was after it was over and he said that if we were hungry there were lots of options in town We also paid extra for the [redacted] but were so frazzled by the difficult start of the tour that we did not realize that we hadn’t seen a *** It would be fair to say that we did not get what we paid for, therefore, a refund should be honored Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: Michael D[redacted] specifically said that he would be sure that we were not charged. He did not say he'd have someone call us otherwise I would be complaining about not hearing back from this someone. Below is a detailed list of what this excursion promises but didn't deliver on. Also, your statement that our original tour was rescheduled due to extremely dangerous ocean conditions due to a hurricane is either a fabricated statement or you are confusing us with someone else.   Your website says: 4 hour Kayak Adventure Group Tour ·         We pulled the kayaks into the water at 11:45 and were back at 1:30 (less than 2 hours) (We arrived at 10:27am for our 11:00 tour)   Your website says that we would be given a quick briefing to assure a fun and safe kayak adventure ·         We did not receive such briefing at all. We were asked if we’d ever kayaked before and I said in a lake but nothing like this and gestured toward the ocean   Your website says that we would be provided with snorkel gear. ·         The fins were huge and both feet were not the same size. Left foot fit and right foot was like 3 sizes too big. No one ever asked what size our feet were to ensure we had proper fitting fins. They did have a plastic / rubber pull on the back to tighten the fit but this caused tremendous pain in my Achilles heel so I could not wear the fins at all. The snorkel mask and air tube were full of sand in the crevices and made me question how sanitary it was and if they were ever cleaned out. (2 days later I came down with a very bad cold and had to miss 2 ½ days of work due to my getting sick)   Your website mentions Mokulua Island ·         When we landed on this island, there was a local on the small beach area that started yelling at us telling us that kayakers were not allowed on the island on Sundays. This made us very uncomfortable and the guide told us that because he works for a private company that this rule did not apply to him/us. We did not stay longer than maybe 3 minutes.   Your website says that we would discover the local spots of the island and goes on to list Queen’s Bath, snorkel cove, underwater cave, and cliff jumping spots. ·         Our guide did not take us to any of these spots and he never even mentioned them   Your website says that Lunch or snacks and bottled waters are provided. ·         We did not receive water, we did not receive a snack, and we did not receive a lunch. ·         The guide ate his food while sitting on the beach while my daughter and I were in the water but he did not bring any food or water for us. And the only mention of food was after it was over and he said that if we were hungry there were lots of options in town.   We also paid extra for the [redacted] but were so frazzled by the difficult start of the tour that we did not realize that we hadn’t seen a [redacted].   It would be fair to say that we did not get what we paid for, therefore, a refund should be honored.
Sincerely,
[redacted]

We are responding to complaint regarding a kayak tour with ms [redacted]. We sincerely apologize for your unpleasant time during the tour.  To address some of her concerns, Kailua beach can be busy with tourist so next time arrive a little earlier. Michael never said that we would offer a refund...

as he is not authorized to do so, but explained to you that someone would get back to you. We had to reschedule your original tour due to extremely dangerous ocean conditions due to a hurricane.  Johnny also mentioned the reason you didn't continue out to the mokuluas was because "the girls didn't have enough strength to get to the mokes so we stayed around Lanikai". None the less we want to offer a GC for a 4hr tour for 2 people in return we can change your experience with us but unfortunately cannot issue a refund for your tour.

We are responding to complaint regarding a kayak tour with ms [redacted]. We sincerely apologize for your unpleasant time during the tour.  To address some of her concerns, Kailua beach can be busy with tourist so next time arrive a little earlier. Michael never said that we would offer a...

refund as he is not authorized to do so, but explained to you that someone would get back to you. We had to reschedule your original tour due to extremely dangerous ocean conditions due to a hurricane.  Johnny also mentioned the reason you didn't continue out to the mokuluas was because "the girls didn't have enough strength to get to the mokes so we stayed around Lanikai". None the less we want to offer a GC for a 4hr tour for 2 people in return we can change your experience with us but unfortunately cannot issue a refund for your tour.

Complaint: [redacted]
I am rejecting this response because: Michael D[redacted] specifically said that he would be sure that we were not charged. He did not say he'd have someone call us otherwise I would be complaining about not hearing back from this someone. Below is a detailed list of what this excursion promises but didn't deliver on. Also, your statement that our original tour was rescheduled due to extremely dangerous ocean conditions due to a hurricane is either a fabricated statement or you are confusing us with someone else.  
Your website says: 4 hour Kayak Adventure Group Tour
·         We pulled the kayaks into the water at 11:45 and were back at 1:30 (less than 2 hours) (We arrived at 10:27am for our 11:00 tour)
 
Your website says that we would be given a quick briefing to assure a fun and safe kayak adventure
·         We did not receive such briefing at all. We were asked if we’d ever kayaked before and I said in a lake but nothing like this and gestured toward the ocean
 
Your website says that we would be provided with snorkel gear.
·         The fins were huge and both feet were not the same size. Left foot fit and right foot was like 3 sizes too big. No one ever asked what size our feet were to ensure we had proper fitting fins. They did have a plastic / rubber pull on the back to tighten the fit but this caused tremendous pain in my Achilles heel so I could not wear the fins at all. The snorkel mask and air tube were full of sand in the crevices and made me question how sanitary it was and if they were ever cleaned out. (2 days later I came down with a very bad cold and had to miss 2 ½ days of work due to my getting sick)
 
Your website mentions Mokulua Island
·         When we landed on this island, there was a local on the small beach area that started yelling at us telling us that kayakers were not allowed on the island on Sundays. This made us very uncomfortable and the guide told us that because he works for a private company that this rule did not apply to him/us. We did not stay longer than maybe 3 minutes.
 
Your website says that we would discover the local spots of the island and goes on to list Queen’s Bath, snorkel cove, underwater cave, and cliff jumping spots.
·         Our guide did not take us to any of these spots and he never even mentioned them
 
Your website says that Lunch or snacks and bottled waters are provided.
·         We did not receive water, we did not receive a snack, and we did not receive a lunch.
·         The guide ate his food while sitting on the beach while my daughter and I were in the water but he did not bring any food or water for us. And the only mention of food was after it was over and he said that if we were hungry there were lots of options in town.
 
We also paid extra for the [redacted] but were so frazzled by the difficult start of the tour that we did not realize that we hadn’t seen a [redacted].
 
 
It would be fair to say that we did not get what we paid for, therefore, a refund should be honored.

Sincerely,
[redacted]