Aloha,
Thank you for taking the time to share your experience. We sincerely apologize for the inconvenience you faced on the day of your scheduled tour. Your feedback is incredibly important to us, and we are deeply sorry for the frustration and disappointment this situation caused.
We understand how valuable your time is, especially when you have limited days to enjoy your visit. The experience you described is not reflective of the service we strive to provide. We are investigating this matter thoroughly to ensure it does not happen again in the future.
While we are grateful that Viator offered a refund or an alternative date, we regret that we couldn't accommodate your schedule on this occasion. We would love the opportunity to make it right and provide you with the exceptional tour experience we are known for. If your travels bring you back to our beautiful island, please reach out to us directly, and we will personally ensure that your tour is a memorable and enjoyable one.
Once again, we apologize for the inconvenience and thank you for your understanding. We hope to have the chance to welcome you on a future visit.