Roberts Hawaii Tours & Transportation — Attraction in Honolulu

This morning I was supposed to be picked up by the bus from Roberts Touroffice.

I arrived at the hotel pickup point before 0800 o'clock.

Around 0830 I called the Touroffice to ask where the bus was.

The female employee at the Touroffice said that the bus had already left for Pearl Harbor.

According to her I was at the right hotel, but on the wrong corner.

I asked her how we could solve this. She said that I have immediately to contact my travelagent where I booked this tour. I said that this is not possible, because my travel agency is in the Netherlands and it is already the evening there, so the travel agency is closed.

I drove to Pearl Harbor in a self-paid taxi. The bus from Roberts was parked in the parkinglot of Pearl Harbor with the bus driver Johnny.

He said that I was a "No Show". This isn't me ! I was just at the wrong corner of the hotel.

After I visited Pearl Harbor, I took the bus of Roberts back to Waikiki Beach.

Before I got on the bus, the busdriver said to the other people: "this is Anna, she missed the bus this morning".

On the bus, the busdriver asked to everybody how they liked Pearl Harbor. Nobody gives him an answer. Then he shouted my name loudly 3 times. He really wanted an answer to his question about how I liked Pearl Harbor.

Also on the way back, the busdriver stopped to get food for himself. Everyone had to get off the bus and 20 minutes later we could get back on.

Solution: the busdriver could have called me, so that I knew he was waiting on the other corner. the office employee could have pointed me to a taxi to go to Pearl Harbor. the employee could have explained public transport to me, so I could take it to Pearl Harbor. the employee could have placed me in the next group, which would leave at 1030 am the same day.

I spent 20 Euro's on calling costs + $80 for the taxi.

Who will reimburse...

We called and asked where our shuttle was at 10:05am and was told that the shuttle had left at 10:05am for our 10am pick up. Keep in mind we are traveling with infants. I called and was told by the dispatcher that there will be another shuttle coming for us and at 10:30am I called again and was told we missed the second pick up even though we never left the pick up location that they told us to stay at. We ended up calling a taxi and the taxi driver arrived the same time the Roberts Hawaii shuttle came and we were packed into the taxi already. I called and spoke to Courtney and was advised I will need to find my transportation to the airport since I missed two pick ups. I explained we did not miss two pick up and she insisted that we did. In any case, I asked for a refund of the return shuttle since they missed us on the second time around. She told me that there is no refund and I need to take it up with Costco travel. She would not provide a last name either and I really felt the customer service was not there. This really ruined the experience to Hawaii and I would highly recommend not going with them if you don’t want to miss...

Encountered one of their vehicles in a very unsafe manner. I (in my commercial truck) came up behind a shuttle bus from the next lane over, but I couldn't get past them because they were going 35 (on the freeway) and swerving terribly. Completely incapable of holding the vehicle in a straight line. If it wasn't almost 6am and a commercial vehicle I would have assumed drunk driver, but maybe sleep deprivation? Took several attempts to have enough room after flashing lights and honking. Once I got off the freeway and stopped my truck I tried to call to let them know there was a problem, but the dispatcher seemed either uninterested, or just as impaired. Again took 3 or 4 tries for her to get the details of the story straight. Never asked me for any info to identify their vehicle, I had to blurt it out as she was trying to hang up on me. 0/10 would not drive for this place or...