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Alex S
Very disappointed in customer service.
Road to Hana Tours的点评
点评：Very Disappointing — No Notification and Conflicting Explanations.
We booked a Road to Hāna tour and were scheduled to be picked up at the Ritz-Carlton Kapalua. We were ready and waiting, but no one arrived and no one called, texted, or emailed us to tell us there was a problem.
Only after we started trying to find out what happened were we initially told that the pickup vehicle had broken down. Later, we were told that the tour itself had been canceled. We still don't know which explanation was correct.
The most frustrating part was the complete lack of communication. Had someone simply contacted us when they knew there was a problem, we could have immediately tried to book another tour. Instead, we lost valuable time on one of our limited vacation days in Maui trying to figure out what was happening.
We understand that vehicles break down and tours sometimes have to be canceled. What we don't understand is why no one notified us.
The Road to Hāna was something we had really been looking forward to, so this was extremely disappointing.
Based on our experience, the communication and handling of our reservation were unacceptable.
We booked a Road to Hāna tour and were scheduled to be picked up at the Ritz-Carlton Kapalua. We were ready and waiting, but no one arrived and no one called, texted, or emailed us to tell us there was a problem.
Only after we started trying to find out what happened were we initially told that the pickup vehicle had broken down. Later, we were told that the tour itself had been canceled. We still don't know which explanation was correct.
The most frustrating part was the complete lack of communication. Had someone simply contacted us when they knew there was a problem, we could have immediately tried to book another tour. Instead, we lost valuable time on one of our limited vacation days in Maui trying to figure out what was happening.
We understand that vehicles break down and tours sometimes have to be canceled. What we don't understand is why no one notified us.
The Road to Hāna was something we had really been looking forward to, so this was extremely disappointing.
Based on our experience, the communication and handling of our reservation were unacceptable.
翻译：非常令人失望——没有任何通知，解释也自相矛盾。
我们预订了“哈纳之路”旅游团，原定在卡帕卢亚丽思卡尔顿酒店等候接载。我们早早做好准备并耐心等待，但始终无人出现，也没有任何人通过电话、短信或邮件来告知我们出现了什么问题。
直到我们开始自行询问情况后，才得知接载车辆出了故障。后来我们又被告知，整个旅游团实际上已被取消。我们仍然不知道哪种解释才是正确的。
最让人沮丧的是完全没有任何沟通。如果有人在发现出现问题后就立刻联系我们，我们就能马上安排另一趟旅游行程。然而，我们却浪费了在毛伊岛上为数不多的假期中的宝贵时间，试图弄明白到底发生了什么。
我们理解车辆可能会出故障，旅游行程有时也不得不取消。但我们无法理解的是，为什么没人通知我们。哈纳之路是我们一直心向往之的地方，因此这次的经历让我们极为失望。
以我们的体验来看，他们在沟通以及处理预订事宜方面做得实在糟糕。
我们预订了“哈纳之路”旅游团，原定在卡帕卢亚丽思卡尔顿酒店等候接载。我们早早做好准备并耐心等待，但始终无人出现，也没有任何人通过电话、短信或邮件来告知我们出现了什么问题。
直到我们开始自行询问情况后，才得知接载车辆出了故障。后来我们又被告知，整个旅游团实际上已被取消。我们仍然不知道哪种解释才是正确的。
最让人沮丧的是完全没有任何沟通。如果有人在发现出现问题后就立刻联系我们，我们就能马上安排另一趟旅游行程。然而，我们却浪费了在毛伊岛上为数不多的假期中的宝贵时间，试图弄明白到底发生了什么。
我们理解车辆可能会出故障，旅游行程有时也不得不取消。但我们无法理解的是，为什么没人通知我们。哈纳之路是我们一直心向往之的地方，因此这次的经历让我们极为失望。
以我们的体验来看，他们在沟通以及处理预订事宜方面做得实在糟糕。
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