Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a tour with this company, which cost over $1000 for 5 people. After paying was given liability waiver form and found out they dont allow pregnant women. Literally within a couple minutes of paying and they were rude saying I dont care how pregnant you are, you cant go, and we dont give refunds so ridiculous. Cant believe how rude the staff here is and that they wouldnt give a refund. Reporting this as fraud. They should give this information before paying and make it clear to those bookings.

  Business Response

  Date: 06/11/2025

  Dear BBB,
  
  Regarding ***** ********* booking (BR-1272060275) for the Na Pali Lucky Lady Snorkel tour for himself and his two children, ****** and Axel, I wanted to provide some context about the situation.
  
  Mr. ******* is disputing our policy, is not outlined, and he's provided some attachments to support his claim. However, his documentation doesn't include the full restriction as it appears on ******/TripAdvisor.  It is conveniently cut off.  

  In the first attached PDF, you'll find at least six or seven instances where our policy of not accepting pregnant individuals is stated on Viator/TripAdvisor. Additionally, our confirmation email, as well as our cancellation policy, also clearly indicates this restriction.  As is our standard procedure with Viator/TripAdvisor reservations, Mr. ******* received immediate confirmation emails from both platforms and Kauai Sea Tours upon booking. We noticed that the required waiver forms were incomplete and sent a text message requesting a call back.
  
  Mr. ******* called and confirmed his reservation for three people, provided his children's ages, and gave us his direct email address for the waivers. We have not had any direct communication with him since that call nor mentioned another booking for his wife.
  
  It's important to note that a similar text message was sent to all customers who had not completed their waivers. Around 8am, ******** ******* called to reconfirm her tour and informed us that her child, ********* is nine years old. At no point during this call, or any subsequent conversation with Ms. ******** did she mention any affiliation with Mr. ******** They had separate booking numbers and different contact information, giving us no reason to believe they were connected.
  
  
  Ms. ******* called back after 8:00 am, stating that she was pregnant and was unaware of the restriction against pregnant individuals participating in the tour. Our staff informed her of this policy, which also includes restrictions for individuals with bad backs or recent surgeries, and offered our congratulations on her pregnancy. When she inquired about a doctor's release, we reiterated that the policy unfortunately does not permit participation under those circumstances. While disappointed, she accepted this and then inquired about a refund.
  
  We explained our non-refundable and non-transferable cancellation policy, as agreed upon during the Viator/TripAdvisor booking process. However, we immediately offered a solution by suggesting we try to resell her two seats and provide a full refund if successful, to which she agreed. Throughout this interaction, Ms. ******* made no mention of Mr. ********* reservation.
  
  It was not until we received an email from ****************** This email will be included separately] that we became aware of their connection. I wanted to bring to your attention a series of emails we received that were quite concerning. These messages contained angry and threatening language, including Mr. ******* using profanity in one email towards our staff.  Mr. ******************* style="font-size: 0.875rem;"> explicitly acknowledged booking the tours but then indicated an intention to contact their credit card company to dispute the charges as fraudulent. I think claiming fraud when it clearly isn't, is committing fraud.  

  Later that day, around 12:19 pm, we contacted Ms. ******* to let her know that we had successfully resold her two seats and would arrange a full refund through Viator/TripAdvisor. She was very grateful. During this call, we mentioned that we were unaware of her connection to Mr. ******* and explained that if he had contacted us directly, as she did, we likely could have found a similar resolution, avoiding the need for his frustrated emails and fraud claims. Ms. ******* expressed surprise and apologized, stating she would call him immediately to address the situation. We also informed her that we had managed to resell Mr. ********* three seats as well and that a refund would also be processed for his booking. She was again appreciative and said she would call him right away to take down the social media posts.

  In the third pdf it shows the cancellation and refund posted to both ******** ******* & ***** ******* through Viator/TripAdvisor. 

  
  Later in the afternoon, we received a BBB email.
  
  
  Kind regards,
  **** *********-*****
  Asst. General Manager
  

  Customer Answer

  Date: 06/11/2025

  Refund was issued. 
  
  

• Initial Complaint

  Date:09/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  During my trip to Kauai I noticed there wasnt any infant friendly activities and when I saw Kauai Sea Tours they had not age limit so I booked. An hour after booking I reversed a call at 10:31am local time from Kauai Sea Tours asking me to sign the waiver for the 3 adulta booked. I then replied saying its 3 adults and 2 infants do the infants need a waiver? She told me to hold and came back on the phone and said no just the 3 adults. She then went on and stayed on the phone until I completed all 3 waivers. When I arrived the next day ro the office the staff said that my infant and 2 year old were not allowed. I mentioned that I had spoken to someone on the phone and mentioned my infants and that she said they were ok to ride. If I knew the time they called to sign the waivers, I would have said ok then cancelled and received a full refund. I have asked them to refund me and they kept saying that theres no refund because its states on the waiver kids under 3 not allowed and on the waiver it only states weight of 300lbs no age limit.

  Business Response

  Date: 09/09/2024

  To Whom It May Concern -

  Through out our website, excursion descriptions all indicate the age restrictions that we have, a policy we have as well as does all the other boating companies in our area. The age restrictions are also listed with the booking agents, in this case Trip Advisor and again Viator. These are both attached.

  It's unfortunate that ******************** did not read through the waiver that she signed. The said signed ****** is also attached, stating restrictions.

  At this time we do not see the need to refund this customer. They clearly did not read the policy.