We did the VIP Road to Hana tour our first day in Maui with this vendor. I had contacted them many months in advance to book, and prepaid. They came highly recommended by a family member. I really liked the idea of having someone else do the driving so that both myself and hubby were free to enjoy the scenery. Their website states "in the comfort of a private, luxury SUV, such as Cadillac Escalade, Chevrolet Suburban, or Tahoe." For the price, which was nearly $1300.00, I fully expected to feel pampered. Imagine our surprise when our driver shows up (late, I might add) in a Mazda CX5! Seriously? We were told that the original assigned vehicle had car trouble so they had to rent a car for us. We are not small people and are not used to small vehicles. Hubby sat up front with the guide and I sat in back. There was not enough leg room for me to sit straight, so I had to sit sideways in the seat....for 8 hours! Our guide, Shayne, was very nice and tried to make the best of the day, but it was quite a miserable ride for me. Hubby offered to sit in back but he is taller than me! He would not have fit in the backseat. After we got home, I tried contacting Experience Hawaii regarding this issue, as we did not feel that we got what was advertised. After leaving 4 messages, I finally received a call back from Michael, the owner. He was very nice and stated that he wanted to "make this right". He offered to reimburse me a "few hundred dollars" and asked if that would be satisfactory. I told him that it would help. Due to a credit card issue, he was unable to credit my card, so asked if he could Venmo the money. As agreed, I texted him my Venmo info. That was two weeks ago and I have received no reimbursement and he is not responding to my repeated text messages.
So, this vendor did not live up to their advertised hype, AND made a promise to reimburse me, AND then ghosted me.
Addendum: After submitting this review I did receive a message from the owner, apologizing for the delay and also the agreed upon reimbursement to my Venmo. read more