I was a Roberts Hawaii shuttle going through town and called their number since they advertised shuttle service to the airport. Apparently they do more "tours" than shuttle service after checking out Tripadvisor upon returning home, which have lackluster reviews. In any event, at the time I arranged for them to pick up my Aunt and Uncle at their hotel and explained they needed to be at the airport at 7:30pm (2 hours before their flight departure). I was told they would be picked up at 5:30pm (it takes an hour to get to the airport from Kaanapali), and asked if they could be picked up later, or if there was some reason that was their latest pick up. I was told that they would need to pick up other passengers. Upon returning to the hotel, we found out they had other shuttle and taxi services for the same price, that would take you directly to the airport. I called Roberts Hawaii back and was told very rudely that this was the latest time they could pick up, and that the would not allow me to cancel the reservation because they had a 24 hour cancellation policy! Long story short, my Aunt and Uncle were picked up at 5:30pm. There were no other passengers or stops. They were taken to the airport and arrived 3 hours before their flight left. Thanks Roberts- lousy customer service, incredibly rude staff, and totally unaccommodating. At least you could have allowed us to cancel our reservation that we just made, to go with a more direct and later shuttle service, so my family didn't have to spend 3 hours at the airport waiting for their flight to leave. Where's the Aloha spirit? You need to fire the rude woman who answers your phones. Seriously, management needs to call their own customer service line and try to make a change. See how you are treated.
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