I hope this feedback on Lori, owner of Vavoom Tour will help you in your selection. I booked this tour on Thanksgiving day because my husband mistakenly booked our rental car at Kona airport and our flight was arriving at Hilo airport about 3 hours away. Realizing this on thanksgiving day, the day before our flight, I found Vavoom Tour after not being able to find a rental car. She was available to do the tour for $130 pp +$80 for child. Total cost $610 for a private tour. Then when we arrived Friday am, there was a rental car and I asked if we could cancel and she said no and that there is a 48 cancellation policy even though I booked it 10 hours before and this was not said to me. She said this was on their website which I did not go on the night before. She was not flexible despite my situation and also tried to add two other people even though she said this would be a private tour the night before. Because she was going to charge, we went ahead with the tour and everything went downhill from there. First, She missed the turn for the waterfall and we had to reverse. She told us that it would take 30 mins to walk the waterfall trail when in fact it took 15 mins. She kept saying to my family (my mother and father inlaws are from Japan age 68 and in excellent health) that the walk is not for this with health issues. She said this also at the volcano which was really insulting. We collectively decided as a family to do this tour and she kept insinuating the tour walk will be difficult for people with health issues. It was as if she did not want to do the walk and just wanted to take us around in the vehicle. She also forgot to bring bottled water for us even though it was suppose to be included. Then at the end of the tour, she took us to the macademia plant which closes at 5pm. We got there at 5:20 pm and it was closed. How could a tour operator not know the closing time? Then the last insult was she tried to charge $120 additional for going over the tour time. I had explicitly told her that our flight was at 7:30 pm and we had to be back at the airport by 6:30 pm which was the time she dropped is off. She said her tour is 6 hours and additional time over that would be charged. I told her that was not explained to me at the beginning. To throw this at the end of the tour is sneaky and not acceptable. I would avoid using this tour company. To me it felt like Lori was all about money and not focused on the customer experience. You are better off renting a car or another tour with a better reputation, or going with a taxi company.
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