Dear Adelya
With all due respect your words are not only insulting and slandering but a reflection of your persona, and that's what readers will see. You are a hater.
We have been in business now for over 10 years and strive to make the best at what we do because we love what we do. We do not scam or steal or else I'm sure we would be out of business.
You purchased our tour through Viator, a TripAdvisor owned company. They act as a concierge to us. As business partners we have rights and responsibilities. They run the charges, take a commission and pay their vendors once a month. Our cancellation policies are very lenient giving travelers room to cancel up to 24 hours before the tour begins. Some companies don't offer this. After the 24 hours refunds are not possible unless you get sick or injured and have a doctors note. We are not in charge of all this rules. we have an agreement with Viator and we honor that. You were aware of the cancellation policy pre and post booking as it is described on Viator's site and on your confirmation email. The morning before the tour we sent you a friendly confirmation of the new stop and you were fine with it but proceeded to demand we seat you and your family on the front seats because it was your sons Birthday and your mom gets car seat. We told you we couldn't guarantee this until we met the other passengers. When we asked you your sons age, you lied and tried to turn it around saying it was a typo. We communicated to you that we needed to charge you the difference as he is an adult and not a child, and to bring proof of his age. You got offended at this, and your rage against us and Viator began. At no point we were rude about our request. Once you realized your dishonesty was out in the open you decide to cancel the night before the tour and demanded a refund accusing us of changing the vehicle and pick up location, and saying we were being rude to you. We kindly told you to come with us that you would have fun but you did not budge. The Viator agents tried to explain to you that nothing had changed on the tour, in the contrary we added an extra new stop that's to your benefit, but you hung up the phone on them too.
We have two vehicles; a 15 pax bus we use for big groups and a 2022 Honda Odyssey for our small groups, like yours. The new pick up location is 2 mts apart from the old location. You tried to flip the issue in your favor and demand your refund on the basis of the car and new location, which was completely irrelevant.
You could have come on tour. We were very welcoming and tried to make you calm down. We have so many text messages to prove it. You, in the other hand threatened us with bashing us all across social media and made a point to harass us via text for en entire day.
It's always sad to see when someone lets their anger and thirst for vengeance control their actions. We did nothing wrong to you. We could have sold your seats if you would have canceled on time. It was your choice alone not to come. Hopefully you can someday learn from this experience. You can't go around life buying and booking from companies and expecting them to change the terms you agreed upon last minute because you are an entitled brat. Nothing is earned from bashing a small local business. You get more with honey than with vinegar.
If you are a traveler and you are reading this, we hope you don't let this awful review deter you from booking with us. Please do be aware that any company you book a tour with on Kauai has the same cancellation policy, some are even more strict with only a 48-72 hour cancellation window. We are here to create amazing experiences for our travelers. Please reach out to us if you have any questions or concerns.
Warmest Aloha to all.