Thank you for taking the time to share your thoughts Diego. I’m sorry that you felt uncomfortable with the fact that your guide didn’t contact you sooner. It’s my understanding that the office responded to your inquiry to see if you had and specific questions and reassure you that your tour was still confirmed and that your guide would still be contacting you. When the guide did reach out to you had decided that you didn’t want to continue with the scheduled tour at that point.
As with all of our clients, we [in this case through a 3rd party] provided a confirmation email detailing what to bring and when & where to meet your guide. That confirmation email indicates that your guide will contact you before your tour and provides you with our office phone number and email address in case you would like to reach out to us with questions before then. Office inquiries are usually responded to within the hour, within 24 hours max. Our guides will always be at the set meeting location / time indicated in your confirmation email.
Your review brings to light how some customers view private, custom tours. Some people simply do not feel as confident with custom tours as they might with more generic tours such as zip lining or ATV tours with set itineraries/daily start times.
I hope that those reading this will be reassured by the fact that we’ve been around over 10 years and guided thousands of tours - we’re every bit as bona fide as other established outdoor adventure companies on Kauaʻi.
I’m disappointed that we did not have the opportunity to share Kauaʻi with you. I’m glad you were able to get out on a trail yourself - though I doubt the trail you hiked was the same one your local guide was going to take you on, and I feel the value he would have provided you - as a local hunter, fisherman, and taro farmer who was born and raised on the north shore of Kauaʻi - would have felt well worth it in the end.
