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Business Profile

Travel Agency

Robert's Hawaii Tours Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Travel Agency.

Complaints

This profile includes complaints for Robert's Hawaii Tours Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Robert's Hawaii Tours Inc. has 5 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/16/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Im to report our horrible experience with Roberts Hawaii. I booked the transportation via my agent ****** travel as in a travel combo On my trips here they transported us from airport to ***** Hotel on March 10th but they didnt drop us in front of the hotel instead they dropped us five blocks away and we had to walk 10 minutes with our luggage, our strollers car seat and our baby 15 minutes to the hotel.They were also responsible to transport us from ***** hotel to the Hawaii international airport on March 16. Per their request, we started waiting in front of the hotel with everything ready five minutes prior to the pick up time which was 9:45. Their shuttle arrived late by 6 to 7 minutes at 9:52. When they arrived, I was pushing the stroller with my baby on it, and my hotel service was ready to help me load the luggage onto the shuttle bus. My wife was walking out of the restroom in the hallway. The shuttle driver refused to load my luggage and let us on board because my wife was not in front of the door. He refused to wait for even one minute and shut the door in front of us. He drove off immediately as my baby in the stroller was inches away from the door and the wheel. This is a safety hazard endangering my minor, which Im deeply concerned about.

    • Initial Complaint

      Date:03/13/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      I have 3 children who have been on Roberts Hawaii busses since August of 2020. Since we started using their bus service there have been nothing but issues. My kids busses almost never run on time, my youngest who rides the sped bus got to school over an HOUR late a few weeks ago, he sometimes gets picked up from school a half an hour late. On the regular elementary and middle school busses the drivers CURSE and SCREAM at the kids (I have this on video, from my middle schoolers phone) the driver threatened to leave the kids on the side of the road on multiple occasions. When I call to try and discuss the issues the person who answers the phone refuses to let me talk to anyone else within the company. The company is unreliable. They dont hold up their contract with the Hawaii DOE, and they definitely do not care about our children. They recently canceled routes for elementary & middle school children, with zero regard for how it affects the families having to deal with it. It should be illegal for a company to operate like this but they dont care since they have a monopoly on bus service, (THAT THEY NOW CANT EVEN DO?!) on this island.

    • Initial Complaint

      Date:09/24/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      We were supposed to be picked up at 10:30am on September 20 from ********************************** to bring us to the airport. We were in the meeting place at 10:15am and I started to check the van on both streets at 10:25 and did not find the van. I called their phone at 10:28am and the rep told me that the van is around the corner. I was put on hold and we went to the corner but didnt find the van. I resumed the phone call and the operator told me that the driver left already and that was at 10:30am. I dont understand why if its true that the van was there at 10:30am and left at 10:30am. I have all time record of the phone call on my phone. This is totally scam. We paid $42.00 for this pickup. I should have read the Yelp reviews about their bad service. Same issue, gets payment in advance and now show and lie to their customers. I want my money back and apology from them. I was told the Manager will reach out to me but I have not heard from anyone, its more than a week now. This business SHOULD NOT be allowed to continue. One of their former employees wrote in Yelp about how inefficient and uncaring this business thats why he left. Im looking forward to a response. Thank you.

    • Initial Complaint

      Date:08/29/2022

      Type:Product Issues
      Status:
      Unanswered
      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.
      We had scheduled a tour on 08/29/2022 to Pearl ****** with Roberts Hawaii. We were at one of the pickup locations 5 minutes early but the bus never stopped at our location. We quickly called Roberts Hawaii and they admitted that they did not stop at our location and had went straight to the next location. We were also told that they would not come back and pick us up and that we were ineligible for a refund ($246) because it was our fault that we missed the pickup at the other location. What a shady practice for a so called reputable company to engage in. We are here with quite a large party and we will make sure that everyone in our party knows about this and we also plan to write a review on all the sites such as Yelp, TripAdviser, etc.

    Robert's Hawaii Tours Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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