Tom BarefootReviews of tombarefoot.com

Response from Tom BarefootMay 22, 2019

Dear Mrs Hansen, I was so sorry to hear about the problems you had on your tour with Polynesian Adventure Tours. We have been dealing with them for over 30 years and this review was a total shock to us. We have never has anything other than a possible 'pick up' location mix-up or similar in all this time. I brought this up to the attention of Barry Kim, the sales manager for Poly Ad and he did a 'trouble shoot' of the entire situation. I am printing below a letter he wrote to us regarding it all. I'm so sorry for the inconvenience you have experienced. This is so 'out of the norm' for Poly Ad and I am glad you brought it to our attention. Aloha, Recently, Tom Barefoot booked a Pear Harbor Tour with our company, Polynesian Adventure Tours. Unfortunately, one of his clients was not happy with our driver’s performance and posted a 1 Star review on Tom Barefoot’s Website. This complaint was not due to any fault of Tom Barefoot company. It was our driver’s mistake and we take full responsibility for this rare faux pas. I personally called and spoke with the complainant, sincerely apologized to her and offered her compensation to her complete satisfaction. To be clear, this driver’s mistake was an aberration rather than the norm. Our company has been in business for over 40 years as has Tom Barefoot. We appreciate his support of our tours over the years as he is the consummate professional and is very selective with the vendors he recommends for his activities. Both of our companies strive to provide excellent vacation experiences. Please do not hesitate to utilize Tom Barefoot for your activity needs as his company is the very best. Sincerely, Barry Kim Maui Sales Manager Polynesian Adventure Tours

Response from Tom BarefootMar 24, 2019

Here are the comments forwarded to us from the owners of each of the two activities in question: " Shark Encounters does in deed book private charters frequently, in which case you would have had the vessel to yourselves only, albeit at a more expensive price. You could have an hour of time in the cage. The boat itself can hold 12 people on a share basis however there are only 6 persons total allowed in the cage at one time. We are glad you got to experience our magical world of sharks, unfortunately not on your expected terms. We hope to have you back to experience this again on VIP private tour." "Our staff told us these folks had a great time swimming with turtles, snorkeling, reef fishing and catching a fish, and a close-up encounter with a mother whale and nursing calf. We even stayed out an extra half hour for them as they were having such a great time. They left a $100 tip for Capt Chris."

Response from Tom BarefootFeb 13, 2019

Maria unfortunately uses a wheelchair. Although it was clear that she used a wheelchair, she did not completely express that she needed an ADA accessible van so that she could be lifted on and taken off with a lift. She was allowed to place her collapsible chair in the van but she then needed to walk on and off the vehicle. This made her tour very uncomfortable. When we queried the agent who placed her order he said that she did not make it clear that she needed the special ADA device and consequently it was not ordered. We returned half of the price of the ticket because she was inconvenienced however the entire event could have been handled smoothly had she provided us with the full information that was necessary. When we tried to contact her regarding this incident she could not be reached because she was out of reach with her cell phone. We tried a few times and then waited for her to return the call. ..............We have a complete handicap accessible page on our site for each island and we regularly assist people with special needs and offer tons of tours that have worked well for our clients over the course of years. I'm very sorry that Maria had this problem on her tour but we need to be completely appraised of the facts so we can provide the best circumstances for each individual.

Response from Tom BarefootFeb 7, 2019

Regrettably Bob, you are absolutely right. We checked with the sales person who took your order and she did book you at a time you did not request. No excuses. As a double check we always send the vouchers with all the details to the client as soon as it is booked and ask them to review the details. Unfortunately you did not pick up on the discrepancy either. Sorry to have disappointed you. We realize that your time here here in Hawaii is very precious to you and the last thing we want to do is through an unnecessary wrench into your plans. Our sincere apologies.

Response from Tom BarefootFeb 7, 2019

We're sorry you were unable to take the tour Manuela. As you know, when the tour was booked we let you know that it was unconfirmed because there were not enough people booked on the tour to make it a go. We wrote "We are contacting you to see if there is a possibility of changing the date for your bike tour. You are the only 2 booked for this date, would it be possible for you to call and see if there is a date that you are available when they have other people booked?" As it turned out, there were no other bookings and the vendor was forced to cancel.

Response from Tom BarefootFeb 7, 2019

Hi Cheri and Ken. We did check on your flight with the helicopter company you went with that day. They do record a video with each flight and make it available for purchase afterward however on that specific day they told us that there was a malfunction with the recorder and consequently they were not able to provide you with the video.

Response from Tom BarefootFeb 7, 2019

Sorry you didn't enjoy the tour. Molokai is different, and not everyone's cup of tea. It is a 'step back' to a previous time in Hawaii when life was much simpler and this tour has a place for those who are looking to see the 'old Hawaii' as it was, and as it still is. Granted, the Father Damien's Leper colony has so much emotional 'juice', but I would argue that for the right person the topside of Molokai will also hold great interest.

Response from Tom BarefootFeb 7, 2019

I'm sorry you had a problem with our customer service. I wish you had given a clue as to what we had done wrong.