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Business Profile

Kayak Lessons

Kayak Kauai

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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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  • Initial Complaint

    Date:08/06/2024

    Type:Product Issues
    Status:
    Unresolved
    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 booked a kayak/snorkel tour with the company Kayak Kauai for myself (36F), my husband (42M) and our twin 7-year-old sons. During the ocean kayak portion, the guide in charge of our group took off, leaving several kayak pairs behind. At one point, two of the guys on a kayak actually capsized. Other people from the group yelled up to the guide to stop, but he kept going (he may not have heard as he was quite far away). A bit further up, my son and I had gotten behind from the big waves and when it got to the point that I couldn't see the guide anymore and could barely see anyone else from the group, I just felt the situation had gotten too dangerous. There was a beach a little further back, so I started paddling towards it. Meanwhile, my husband was able to catch up to the guide and tell him my son and I weren't with the group anymore. The guide ended up paddling back maybe 5 or so minutes after we got to the edge of the beach. He started berating me for not keeping up saying, "I told everyone they had to stay on my tail." I replied back that it was his job to keep everyone in the group together and ensure our safety. I had a 7-year-old with me and was doing the best I could. He then said that he couldn't legally leave us behind. I said I didn't care; I'm a grown up and if I don't feel safe and can't ensure the safety of my kid, I'm not going with him. He then offered to go with my son, but my son didn't want to and at this point, I had lost all trust in this guide, so I wasn't comfortable either. So he helped us pull the kayak onto the beach and then took off. My son and I spent the next 2 hours waiting on the beach with no food or drink. As soon as we saw the group coming back, we headed back to our kayak and the guide helped pull it back into the water. I really feel that my son and I were left in a dangerous situation. I got in touch with the company and was offered a lot of excuses and a 50% refund if they were able to get a refund from our booking company.

    Business Response

    Date: 08/11/2024

    Aloha,

     

    In regards to our response on your website for this complaint. 

    I am sorry I had pushed send before completing our response to the customer's complaint. 

     

    Could not get back on the message.  

     

    Is there a way you I can send the owners response to her complaints?

     

    Please see the attached owners response if this is possible or contact me directly if needed.

     

    *********************

    ************

     

    Business Response

    Date: 08/11/2024

    Aloha.

    I had spoken with the customer on the day of this tour.  She did explain her experience and was a lot calmer and wanted to share here concern. I said I would speak with our guide upon that evening and get his side of the story.  I had also asked she email me a about her experience and after evaluation we would get back to her.  This was the information would be forwarded to the owner to review before responding.  

    With the 2 sides of the story there were a few things that were possibly the reason for her redirecting and again the guide did land his folks a very short distance at the snorkeling beach.

    Guide did go back and well she shares in her review and on the phone that he was yelling at her.  In fact he was raising his voice because she was not heading to the ***** area she was heading toward rocky side of the *********** that was not safe.

    When I did call her to discuss the matter further and offer her and her son a refund since they decided not to go with the guide to the small lagoon where they would have lunch and ******* he landed her safely and returned to the tour where here husband and the other child remained. She started to change the story and wanted full refund since her child did not want to use our company snorkel and wanted his own.  His mask was supposedly with the mother.  I assure you the guest was not on a deserted beach.  She was right next to the 1 Hotel resort beach and pool area. 

    The location between the area she was and short distance to the lagoon around the corner is where the rest of the group were.  Normally it is about an hour in this area where they eat lunch and snorkel.  This is a paddle right outside of the Bay.  Not our open ocean tour that we do on the coast. 

    The following are the 3 different reviews to compare the changes and the response from our owner.  

    INITIAL REVIEW SENT TO US VIA EMAIL:


    We were picked up at *********** and made it to Hanalei River with no issue. We kayaked down and back on the river and my son and I did fine. We were trailing a little bit but never got much further than ***** feet behind the kayak in front of us. Then the guide said we would be going to ************ if everyone was up for. The majority of the group yelled out something like, "Yeah, let's do it." I didn't respond but wasn't too worried about it as I've ocean kayaked a number of times before. Issues started after we got up to where the waves were bigger and crashing down on us. The guide was always far ahead. Two guys who were behind us at that point actually capsized. Other people from the group yelled up to the guide to stop, but he kept going (he may not have heard as he was quite far away). A bit further up, my son and I had gotten behind from the big waves and when it got to the point that I couldn't see the guide anymore and could barely see anyone else from the group, I just felt the situation had gotten too dangerous. There was a beach a little further back, so I started paddling towards it. Meanwhile, my husband was able to catch up to the guide and tell him my son and I weren't with the group anymore. The guide ended up paddling back maybe 5 or so minutes after we got to the edge of the beach. He started berating me for not keeping up saying, "I told everyone they had to stay on my tail." I replied back that it was his job to keep everyone in the group together and ensure our safety. I had a 7-year-old with me and was doing the best I could. He then said that he couldn't legally leave us behind. I said I didn't care; I'm a grown up and if I don't feel safe and can't ensure the safety of my kid, I'm not going with him. He then offered to go with my son, but my son didn't want to and at this point, I had lost all trust in this guide, so I wasn't comfortable either. So he helped us pull the kayak onto the beach and then took off. My son and I spent the next 2 hours waiting on the beach with no food or drink. As soon as we saw the group coming back, we headed back to our kayak and the guide helped pull it back into the water.

    Please feel free to contact me with any questions or concerns.

    Best,
    *******************

    YELP AND ****** REVIEW

    My family took a guided snorkel/kayak tour with this company, something I've done before with no problem (using other companies). However, on this tour, issues started after we got up to where the waves were bigger and crashing down on us. The guide was far ahead from about half the group. Two guys who were behind us actually capsized. Other people from the group yelled up to the guide to stop, but he kept going. A bit further up, my son and I had gotten behind from the big waves and when it got to the point that I couldn't see the guide anymore and could barely see anyone else from the group, I just felt the situation had gotten too dangerous. There was a beach a little further back, so I started paddling towards it. Meanwhile, my husband was able to catch up to the guide and tell him my son and I weren't with the group anymore. The guide ended up paddling back maybe 5 or so minutes after we got to the edge of the beach. He started berating me for not keeping up saying, "I told everyone they had to stay on my tail." I replied back that it was his job to keep everyone in the group together and ensure our safety. I had a 7-year-old with me and was doing the best I could. He then said that he

    Antoher review on 8/8:


    Aug 8, 2024
    James_R
    Dangerous, especially with kids
    Viator review: Hanalei River Paddle and Bay Snorkel Tours (LUNCH INCLUDED)
    My family took a guided snorkel/kayak tour with this company, something I've done before with no problem (using other companies). However, on this tour, issues started after we got up to where the waves were bigger and crashing down on us. The guide was far ahead from about half the group. Two guys who were behind us actually capsized. Other people from the group yelled up to the guide to stop, but he kept going. A bit further up, my son and I had gotten behind from the big waves and when it got to the point that I couldn't see the guide anymore and could barely see anyone else from the group, I just felt the situation had gotten too dangerous. There was a beach a little further back, so I started paddling towards it. Meanwhile, my husband was able to catch up to the guide and tell him my son and I weren't with the group anymore. The guide ended up paddling back maybe 5 or so minutes after we got to the edge of the beach. He started berating me for not keeping up saying, "I told everyone they had to stay on my tail." I replied back that it was his job to keep everyone in the group together and ensure our safety. I had a 7-year-old with me and was doing the best I could. He then said that he couldn't legally leave us behind. I said I didn't care; I'm a grown up and if I don't feel safe and can't ensure the safety of my kid, I'm not going with him. He then offered to go with my son, but my son didn't want to and at this point, I had lost all trust in this guide, so I wasn't comfortable either. So he helped us pull the kayak onto the beach and then took off. My son and I spent the next 2 hours waiting on the beach with no food or drink, which were to be included as part of the tour.

     

    Customer Answer

    Date: 08/16/2024

     
    Complaint: 22102907

    I am rejecting this response because the company is refusing to issue my family a full refund when the whole point of going on this excursion was to spend time together on our vacation. I never changed my story with my husband and other son. When the company offered to refund half the cost since my other son and husband got to go on the tour, I explained to them that my husband and other son did not get to snorkel as the tour group would not allow my kids to wear their full face snorkel masks. If my other son and I had gotten to the snorkel point, my husband and I at least would have taken turns snorkeling since the kids didn't want to go with the company equipment. Also, at no point did the guide mention to me that the snorkel point was "right around the corner." According to my husband, the snorkel point was quite a bit further away. They are also claiming the beach we paddled up to was "rocky and dangerous", but they rented kayaks there and I saw several take off or come back, so I'm not sure where they're getting this from (see attachment advertising this). And yes, the beach was not deserted, but I did not bring cash since lunch was to be included and my husband had some on him.

    Sincerely,

    *****************************

    Business Response

    Date: 08/26/2024

    This case has been closed.

    Customer Answer

    Date: 08/30/2024

     
    Complaint: 22102907

    I am rejecting this response because I was not given a full refund.

    Sincerely,

    *****************************

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