Audrey L.
Beyond Disappointed - Beware
Five days later and I'm still disappointed with my Pearl Harbor experience, booked through Tom's Barefoot Tours. My entire day is detailed on Trip Advisors, so I'm not going to reiterate it all again here. Suffice it to say, the only thing I wanted to see when I came to Hawaii for 10 days was Pearl Harbor. That tour, for sentimental reasons, meant something to me. I trusted Joy and Tom's Barefoot Tours and it was a huge mistake. It was a series of failed promises from beginning to end, which was interesting because that's what the tour was called, From Kapalua - WWII Begin To End/Day at Pearl Harbor with Aloha Sunshine Tours. From the scenic views that were not available on the right side of the plane, to the time wasted in a hot parking lot waiting on our Hispanic "Expert World War II Narrator" who didn't have the credentials to get us further in the tour, the whole day was frustrating and hugely disappointing. We were rushed at the most important sites only to wait for him and/or wait at the airport when we arrived and when we were dumped off at the airport 1.25 hours early when it's a tiny commuter airline not requiring more than 30 minutes. Tom's Barefoot Tours, Aloha Sunshine Tours and Mokulele Airlines all dropped the ball on this. This tour cost $500 when you add the cost for transport to the airport, but I happily paid it for the experience they listed. All three companies profit from the emotional connection to this sacred place - the least they can do is provide the client what they list on their website. Every other tour I've been on, and I've been traveling for decades, the tour company far exceeded my expectations. This one was far in the opposite direction. ---------------------------------------------------- I'm updating my experience to wrap up this story. Tom, I appreciate your apology. I wish I had the same "expert" as your other reviewers doing my tour instead of Jorge. I would assess 10% of blame to your company, another 10% to Mokulele Airlines and 80% to Aloha Sunshine Tours. Joy was the best part of the entire experience. She was responsive and did her best to be helpful. She did give me a lot of time and a lot of information. Unfortunately, some of it was inaccurate, at least according to Aloha Sunshine Tours who said your website wasn't up to date on the description of what was included on the tour. That's the reference to lies - call them whatever you want, misinformation, inaccuracies, omissions, whatever. What I bought, based on the descriptions I saw through your website and through the paperwork from Aloha Sunshine Tours, was not what was received. Regarding Bait and Switch; your company may be unwittingly involved. I don't believe that Mokulele Airlines canceled my original tour because "the plane had to be inspected." I am then able to be booked for a similar tour on the same day, from the same airport with the same airline at the same time but it’s through Aloha Sunshine Tours - for more money. Finally, Kylie from Aloha contacted me to discuss my extreme displeasure (after reading my reviews, no doubt.) She asked me what did I want? I told her, good question! What I wanted was to see Pearl Harbor and have a great experience, how do I get that back? I asked her to figure out what it's worth and tell me. After 4 days she calls me to say that she negotiated "on my behalf!" and, PENDING THE REMOVAL OF ALL MY NEGATIVE REVIEWS she'll credit 15%. Hilarious. When I told her 50% would be more of a starting point she jumped at it and said she'd get back to me. Clearly it's all about the money with Aloha. She called me back to say that - as soon as I remove the negative reviews - she'll credit 50%. I told her I couldn't trust a word she was saying because everything about the tour was misrepresented so how can I believe her. I wonder how many negative reviews she's bought back. I told her to keep my money and I'll keep my reviews. I truly hope they implement all of the fixes that need to be made with this organization because their customers deserve nothing less.
Response from Tom BarefootJun 26, 2019
We are very sorry Audrey did not like her tour. It looks like there are quite a number of points she addressed that she was disappointed with. We will be addressing these with the management at Aloha Sunshine Tours. We know that the logistics of putting such a comprehensive day together are challenging. The complaints expressed were attributed to not only our company, but Aloha, Mokulele and the actual operation at Pearl Harbor as well. We truly regret that she had any problems and hopefully the points, particularly regarding the timing of the events and pick-up times can be addressed and rectified. Her one assertion however, that Joy from our office, and our company in general, were deceitful and operated as a bait and switch operation is both offensive and untrue. Joy spent a lot of time with this lady, first organizing the first tour she was on, and then after it was cancelled, the second one. She tried to make the transition as effortless as possible under the circumstances. She did manage to make certain she could leave out of Kapalua which was evidently very important for her. Because of the switch of tours Audrey evidently confused certain of the facts that were true of the first tour but not of the second such as the lunch which was offered on the first tour but not on the second. Her reference to a series of 'lies' we told her was also 'so far' from the mark. I doubt very seriously that we would still be in business after 45 years of service if we built our business upon lying to the public for the sole purpose of being able to make a profit. For what its worth. Every tour is different and every person that takes one is different. Here are two client reviews of the same tour by different people: Norm Davis Tour was June 22. Guide was Kona. My wife and I took this same tour route about 30 years ago with our daughter. On wed we took her son, our 10 year old grandson. It was better than remembered, and more educational that expected. We all came away with a Ph.D. after the tour. Kona is very gifted: he is very knowledgeable, articulate and intuitive in his interaction with the guest - he makes each Person feel special, as if it's their own private tour. Discovery Hidden Hawaii Tours (recently changed name to Aloha Sunshine Tours) is Blessed to have Kona as a valued member of the organization. I would also like to thank Kai, and the staff at Tom Barefoot's Tours for organizing and guiding me to this great learning adventure. A big Mahalo to all. Norm Davis Marcie Akiona We absolutely loved our tour! Hana was our guide, and he was so personable and knowledgeable. We recommend this tour to anyone interested in knowing more about Hawaiian history, the landscape, culture, et