Complaints

This profile includes complaints for Temptation Tours, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Temptation Tours, Inc.

  15 S Wakea Ave Kahului, HI 96732-1303

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  Temptation Tours, Inc.

  PO Box 1435 Wailuku, HI 96793-6435

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:08/18/2023

  Type:Service or Repair 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.

  On Tuesday Aug 8 we had a ************ tout reserved by the concierge at ****************. We paid approx $1270.51 for this tour. At 6 am I contacted the tour company and left a message requesting canceling the tour due to power out at hotel and wind speeds of 80mph which would make the road hazardous. A lady from the company phoned and said road conditions are good and driver is on the way and she assured me that loss of power is only at ****************. She neglected to inform me that there were already fires started in ******* and up country. When the driver ******* picked us up in a 9 person **** we asked her again about the power outage and road conditions and she assured us that all is well. She did mention that there was a fire near her apartment but she acted as if it will be contained and would cause no danger. She also was unaware of the wind speed. We told her wind is high but she said road conditions are fine. I have to admit that ************ was fine and we enjoyed the tour, but on our way back the road got closed and she phoned her boss and asked him to go another route and he told her no and insisted that the road we are on will open. This was around 4:50 and the ******* fire was spreading since 2 pm. ******************* her boss had no idea or was hiding the truth. He did not care that he has endangered our lives by forcing us to go on this trip after we requested canceling. We ended up sitting on the road till 9 pm. Then he told ******* to tell us to find a place to stay overnight until he sends us a car tomorrow to take us to the hotel. A tour company owner should have better resources to know that the road was completely closed & a whole city was engulfed in flames. He should have had the driver take us the other route to our hotel. His negligence and ignorance led to us being stranded with only our swim suits. Our IDs, essentials, meds, belongings were all at the hotel. When the road opened on Friday he refused to transport us as promised to get our stuff.

  Business Response

  Date: 08/26/2023

  We appreciate when our guests take the time to give us feedback. Thank you. We take our visitor's comments to heart and follow up as needed. Our 'ohana at Temptation Tours and our family of ******* Certified Tour guides are happy to hear from you that you enjoyed the sights of the spectacular ************ and that you had a great tour.
  Your tour began on the morning of Tuesday, August 8th, 2023, a day that saw the largest disaster and loss of life (our neighbors, colleagues, and friends) from wildfires in over 100 years in the **. This was the day your tour was scheduled. 
  We want to gently point out a few things about that day that are not mentioned in your review to offer a more complete picture.
  We did not refuse to cancel your tour. Even though we arrived on time at your hotel at your appointed pick-up time, you had every right not to board our Limo-Van. You chose to continue on the tour.
  The morning of your tour, August 8th, the power was out in some areas on the Westside. It is not unusual for power outages to occur in many Maui areas. There was also a small brush fire in **** and ***********; both were officially reported as "contained." The winds predicted did not affect your trip to ***** All tour companies were in service that morning. 
  Upon your return from your whole day round trip to and from ****, your tour guide found that the road back to the Westside/******* was closed by the ********************** due to the ******* fire flaring up again. These brushfire road closures are also not unusual for Maui during the dry season. Often, the road will open in an hour or two after a brush fire is contained. As we have learned, that was not the case this time. We found out much later. 
  We appreciate that being stranded away from your hotel and IDs is scary when none of us knew how bad it might be. Your physical safety was our priority and immediate concern.
  Only rescue vehicles were allowed in or out of the Westside/*******. The road remained closed for four days until the county officials could adequately assess the immediate danger.
  In addition to the roads being closed, most people in the greater *******/Westside area lost all forms of power, water, and communication when the big fire flared up for the second time: no cell signal, no internet, nor any WiFi. No one outside that ******* area had any idea of what was going on in *******, and vice versa. This lack of communication by **** Official significantly added to the disaster. No shelters were open yet, so we suggested an Airbnb or hotel of your choice.
  Throughout the entire time you were displaced, we stayed in touch with you 24/7 by phone and text. We continued our attempts to contact your original resort's concierge to see if they could go to your rooms and get your medicines, IDs, and some of your things placed on one of the emergency vehicles coming out. We were repeatedly informed by the ********************** that passage through the road block for anything other than Emergency vehicles and personnel was not possible. 
  We continued to stay in touch with you until you told us you had booked a car and did not need our service to bring you back to your hotel when the road opened. We were ready to transport you by whatever safe route, but only when the road to ******* was open. 
  We are sorry that you and all of ** on Maui had to endure this horrific, immense tragedy. Anyone who loves ******* has been traumatized, devastated, and grieving since that day.
  Many of us have lost family, friends, homes, and everything inside on Maui and here in our small company. Many of us have lost everything. 
  We are a family-owned business serving Maui visitors for 38 years. We pride ourselves on putting our guests first, as our abundance of 5-star reviews will prove. We did as much as possible for you and your family that day and the following days the same we would or could have done for our own family. 
  We are deeply sorry that your perfect day to **** had to end with such an unpredictable, deadly tragedy for so many others. We are glad you were safe and sound the entire time and returned to your original hotel to retrieve your valuables once the roads were open. 
  We hope you and your family are healing from that traumatic day and are back, safe in your homes.

  Re: Desired Settlement. We are unable to refund the Guest's money. The guest did not purchase their tour directly from Temptation Tours. As stated, the guest purchased their tour through the ******************* concierge. They collected the guests money. We have not yet received payment from the ********************** for the services provided. The guest states in her complaint: "I have to admit the ************ was fine and we enjoyed the tour." The guest fails to mention that her party of three were the only guests onboard our Limo-Van so, a private tour.

  FREE communal shelters were available for the entire duration of the guest's displacement from their original hotel. The guest chose to stay at an Air Bnb. Later, without our knowledge the guest checked into the Fairmont Wailea of their own free will. The guest chose to stay at the resort knowing full well of the associated costs, even though less expensive accommodations were available and FREE communal shelters were available for the entire duration of the guest's dispalcement from their original hotel.

  Regarding the car with driver - the last communication I received from the Guest: "I am on my way to the hotel road opens at 12pm so don't worry about going to ********." The guest chose to release Temptation tours from its commitment to provide complimentary transportation to the guest. Thus, releasing us from any finacial liabilty or responsibility for the car and driver and tip.

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20493594
  
  I am rejecting this response because:
  ******************* mistakenly interpreted my message letting him know that I was able to secure a car with a driver to take us through the north route to get our IDs and belongings. An hour before I Toufik the driver I had asked him to gat me a car to take us to the hotel as promised and he refused and just said he is going to do service duty in West Maui and will try to go to the hotel and get our belongings. I asked him to take me with him  and he refused as well. 
  he had promised to take us back since we got stranded on Tuesday. 
  He never offered any accommodations. His tour guide ******* told us to find a place to stay after sitting in the van for over 3 hours waiting for the road to open as he promised. His guide initially offered to take us back to our hotel through the north route at 4:45 pm and he refused. This route is not hard to drive for experienced drivers who know the road and definitely not hard for a tour guide who drives the ************ foodie days per week. 
  ******************* just promises but never executes. 
  As for the cost of the tour ******** charged my credit card for the ************ tour for 3 people and the least Temptation tour could do is reimburse the tour cost ( which I am sure ******** paid his company) and reimburse me for the car and driver I had to find to get our belongings after he refused to provide us with a car and driver as promised before to take us back to where his guide picked us up. I paid $600 for the car and driver who took us to the regular route and we could be get through then he took us the north route and this is when I messaged ******************* not to worry about going to the hotel. I am sure he was not planning to do anything. He had stated several times that he wa sin contact with  a manager at Ritz Conceirge and that she was going to bring our belongings then he said it did not work. 
  Also his representative told me that I would not be refunded because the roads were safe and there was no reason to justify cancelling. 
  All he cared about is keeping his business going and not the safety or well being of the guests. If what he mentioned about fires contained and roads safe is true. He should have stoped true trip and had his tour guide bring us back when the wind was increasing and the fire was spreading around  1-2 pm but he really never cared to check weather nor road conditions to our hotel. The tour was pick up and drop off at the hotel not leave us stranded and not even take us back to get our belongings. 
  i am sure he could contact ************ and request a refund if he has not received the trip cost I was charged. As for transportation back to hotel he needs to cover this cost because he refused to provide transpiration as promised what I asked him on Friday morning. 

  
  Sincerely,
  
  Nivine El-refai