ComplaintsforMahalo Tours & Transportation

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Here is my situation for the Road Trip to **** provided by Mahalo Tours and Transportation, *****************. We booked the trip through Travel shack to the Road trip to **** (12/27/2024) . The driver from Mahalo tours picked our family of 7 from our hotel around 7 AM on 12/27. The drivers behavior is very rude and unprofessional, and his driving is very scary to sit in the bus. The drivers mental ability is also questionable, and this is noticed during our conversations. We have no other choice to terminate the tour after 20 mins of start time. We filed a police compliant against the driver and terminated the tour.We travelled to ****** for the family pleasure trip and one of the our wish list is road trip to ***** Due to this incident, we missed going to ****. We still feel our money should be returned and this is not our fault for cancelling the tour. The request is to refund the money $1751.83 from Mahalo tours.Attached is the ploice report.

  Business response

  04/15/2024

  This is from the booking company TravelShack and then our response after: We worked closely with this customer before booking this Maui tour. She had a lot of questions, and we were upfront and clear that 1) it would not be a private tour unless she bought out a 8th seat, 2) her group would be largely independent from the other group they were traveling with and who booked separately (without an issue or dispute), and 3) it is generally not a customizable tour, especially if they didn't make it a private tour (which they didn't). While a lot of this communication was over the phone (recordings can be provided), this was also clearly communicated in advance via text and email,as shown/highlighted in the included Customer Communication document. And this is also consistent with our wording and terms on our website (****************************************************************).
  Therefore, the customer's complaints at the beginning of the tour had no merit. When the policies were reiterated, they demanded that the tour be cancelled and refunded. They were told there would be no refund, per the strict 72 hour non-cancellation policy (outlined in their confirmation email, on our website, and at checkout). Nevertheless, they ended the tour and are not *********** a refund. Please see the detailed statement provided by the tour operator, Mahalo Tours, detailing the events of the day. When I emailed the customer that same day (see provided Customer Communication email), they never responded to dispute these facts. It is frustrating to receive this dispute over 2 months later and to have our funds seized, even if temporarily. 
  In summary, the customer's arguments have no merit. They were clearly and accurately sold the tour, and they had no right to end the tour early and demand a refund. We have paid the tour operator for the full amount of their booking, and their spots would have been sold to other customers during this peak travel period; plus there were sunk prepaid costs for their tour group. 
  *********************

  TravelShack

  Statement from Operations Manager:
  
  The party was a total of 7 passengers.  They were very upset when the driver/guide informed them that he would be picking up one more passenger for a total of 8.  Their driver/guide advised them that Mahalo Tours takes a maximum of 8 passengers and as they didnt pay for the last 8th seat, it was not a private tour.  
  During the drive to pick up the last passenger, the party of 7 started asking questions about the upcoming tour and the stops they would be making.  They began to demand illegal and/or unauthorized stops to be included.  The driver/guide advised them that he cannot break the law or company policy. 
  The passengers became belligerent once the last passenger boarded.  The lone passenger became visibly frightened and driver/guide advised the party of 7 that their behavior towards the other passenger (and hisself) was not acceptable.  
  At this point, the passengers demanded that the driver pull over, which the driver did at the Whole Foods Supermarket parking lot. The driver/guide then called Mahalo Tours main office so that the passengers could speak to the Operations Manager.  The passengers were advised by said Operations Manager that their driver/guide was correct and their tour was not a private tour.  They were also informed that the tour has set stops and cannot make unauthorized and/or illegal stops. 
  During the telephone discussion with the Operations Manager, the passengers were insulting, noncompliant, and belligerent.  They told the Operations Manager that since they were not stopping at the locations they wanted and it was not a private tour, they wanted to go back to the hotel and be refunded.  The Operations Manager told them they could be returned to the hotel, but there would be no refund.  In response to this information, the passengers hung up on him. 
  The passengers then called the ********************** claiming that they had been kidnapped!  *************** responded and took information from driver/guide, the other lone passenger onboard, and the Operations Manager as he had arrived on the scene (at Whole ************* ********** concluded that the passengers claims were not factual, unsupported and left the scene. The one lone passenger was a young woman from *****.  Mahalo Tours reached out to her for a statement, but she declined because the situation was crazy and as she did not want to get any more involved. 
  
  Mahalo,
  *********************
  
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  Business response

  04/15/2024

  This request is baseless, fraudulent and false.  Their own credit card company sited in favor of both the booking company (TravelShack) and Mahalo Tours. 
  The ********************** found the tour driver credible after speaking to the other passenger on the bus and bystanders at Wholefoods parking lot who witnessed the spectacle created by ********** party.  
  we want this complaint removed. 
  thank you 

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