It pains me to write a review like this but I do feel obligated. I booked the regular tour with Rappel Maui on 3/15/21, to occur 3/22/21. I was actually quite happy to land a spot on 3/22 as it was the only date and time where they still had availability during our eight day trip to Maui. When I filled out the booking form I was asked twice (on the same form) whether I had any disabilities, which seems a bit odd to me. However, I figured that they must be very mindful of providing accommodations and so I disclosed that I do, in fact, suffer from a hearing impairment despite rarely needing accommodations for the condition. I was simply trying to be up front.
Much to my surprise, I received a voicemail from a Chris at Rappel Maui regarding the need to "talk about" my reservation in light of my hearing impairment. From the general tenor of the message, it did not seem that Chris wished to discuss accommodations but rather whether I could participate at all.
I returned Chris' call and unfortunately it was confirmed that she had no interest in discussing accommodations. Chris asked me to describe my disability, which seemed a bit invasive, but still hoping to salvage the accommodations process I was very up front and described my disability in detail. Chris then informed me that she was "very sorry" but that they simply had no choice but to cancel my reservation. I let her know that I was quite dissatisfied with this response and yet she stuck by it, refusing to even consider whether someone with a hearing impairment could possibly take part in a waterfall rappelling tour. Chris re-stated that they were canceling my reservation and I received an email minutes later, on 3/20/21, stating that the reservation had been canceled (I was issued a refund). This is definitely not a conversation I wished to have while attempting to enjoy a vacation in tropical paradise.
I've never been treated this way before. As a person who has suffered with a hearing impairment since the age of 3, I was lucky to come of age shortly after the passage of the Americans with Disabilities Act and state anti-discrimination statutes. I managed to get through school, college, law school, and become a successful attorney in part because people were obligated to work with me on my disability (if they were unwilling to do so strictly by virtue of their humanity).
I grew up in a temperate rainforest in Alaska. I'm an avid outdoorsman. Hiking, canoeing, kayaking, bicycling, I like to do it all and in any conditions. I've been rappelling before. I can virtually guarantee that this activity could be done safely and with minimal disruption despite my disability. Nonetheless I was subject to the very exclusion, distress and humiliation that the law was designed to prevent.
My traveling companion was also summarily rejected from the tour by association. This is a woman I have been dating for six months and was hoping to impress with an active and unique excursion. Lucky for me, she is a compassionate and understanding person.
It's unfortunate that Rappel Maui takes a different attitude towards the disabled. I do not wish to harm the business and it is my hope that they will attempt to learn from this. Training and education are likely in order but more than anything they need to fundamentally change their attitude towards those with disabilities. In the future it would be nice if they would try to work with disabled persons rather than perpetuating a policy of exclusion.