Complaints

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought two tickets to snorkel at Molokini crater for $277.92. We boarded the ship and went to the crater, but when we got there the captain decided the conditions were not good and skipped the crater snorkel and went to the second location (a know. Area with dead ******* I filed a complaint but the company has a message that says the captain has the right to skip the tour at his discretion, but just because the vendor puts a disclaimer saying they reserve the right to not deliver on their promise (basically steal your money), shouldnt be enough for them to get away with it. The tour we book was to snorkel at the crater and when we got there the captain said that the conditions were not good so we would skip it. First, there were at least four other boats snorkeling there already so that makes no sense - I think they just didnt want to do it because there was wind. Second, the conditions were known to them before we boarded, so they should have cancelled at that point if they didnt want to deal with it (the crew was talking and said so themselves, saying the captain does not like to cancel because of his reputation - my wife and I heard them). Its as if you bought a concert ticket to see ***** and when you got there they told you she was not available so they will have someone else sign her songs instead and didnt give you your money back. I filed a complaint but they refuse to refund me.

  Business response

  02/04/2022

  Aloha, 
  
  Thank you for reaching out to us.
  
  Maui Classic Charters, Inc. have been running snorkel tours in Maui for over 35 years. Our top priority is always safety, and we can never predict or guarantee a snorkel site. When our captain attempts to go to a snorkel destination, many things can suddenly occur with weather conditions that change how safe it is to snorkel. There are times when our USCG Certified captains make the decision to take our guests to an alternate spot that is safe, like in this circumstance. 
  
  Our website clearly states that all snorkel sites are weather permitting. This particular guest booked online directly with us, in which we placed a box that has to physically be checked in order to finish the reservation, that states, I agree to the 24 hour cancellation policy and that all sites are weather dependent. We also follow up with an email directly after the booking that states the same information, along with a second email that is sent the day before the tour. 
  
  There are no snorkel companies here on Maui that guarantee a snorkel site, as we do not control the weather. As for other vessels at the crater on the day of their tour, I cannot speak for them, and we completely back up our captains discretionas  to what is considered to be safe and only have our guests best interest at hand. 
  
  
  
  Mahalo,
  ********************************************
  Sales, Marketing & P.R. Manager
  Maui Classic Charters, Inc.
  ********************************
  **************
   
  

  
  

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