We have used Hawaii23 on five separate occasions, but never again. Previously I have supported Mark with positive comments on TripAdvisor but the last two occasions deserve critical comment. Has his service reached a point that has exceeded his capacity to provide the service he advertises?
I have never expected Mark to be personally available for our arrivals and departures in Honolulu and have been satisfied when substitute services have arrived, particularly Johnny and Alex.
We booked Hawaii23 for our arrival in Honolulu from Sydney in February 2013. We were met on arrival by Mark who advised us that due to traffic problems he was late to meet his previous booking and had a Japanese couple in his van. He apologized and we accepted that these things sometimes happen. After dropping off the Japanese couple at their hotel he asked us if we minded if he picked up another couple while on our way to our hotel? That was ok with us but not the individual service we were expecting.
Last week we arrived at the Hawaiian Airlines domestic airport after flying in from New York. We had booked Mark to meet us and drive us to our accommodation in Waikiki. We had also booked him to return us to the airport.
On arrival we were expecting to be met by a driver with a clean air-conditioned van to transport my wife and I with our three suitcases and roll-on in comfort to Waikiki as advertised and previously provided. Unfortunately this was not the case.
On arrival we were met by a driver with an old dirty sedan which had been parked in the sun with the air-conditioner turned off.
While my wife was forced to sit in the hot vehicle the driver decided to remove all his personal belongings from the front passenger seat and place these in the boot of his car. This included clothing, shoes, food containers and rubbish. Once that had been done he then had to decide how to put our three suitcases and roll-on in the old vehicle. In the end he had to put two of our cases in the boot, the roll-on the front floor and our third case on the front passenger's seat.
Once loaded up and on our way it took quite some time before the air-conditioning kicked in and the car became somewhat more comfortable but this did not compensate for the dirty and worn condition of the interior or seating. He was also unaware of where we wanted to go.
If we wanted to be transported by an old dirty sedan taxi we could have picked one up from the taxi rank outside the arrivals lounge. If fact, I have never found a taxi at Honolulu airport in such a poor condition so perhaps I am being unfair to the taxi industry.
Immediately upon arrival at our accommodation I emailed Mark to express our disappointment and was expecting at least an apology, if not an explanation. I received neither, only an unexpectly defensive reply. I sent Mark a further email to say I thought he might appreciate the feed-back and in return he simply cancelled our booking.
I looked at Mark's website today and now notice he includes a link to other taxi services which seems to indicate he is no longer able to offer the personal service he originally provided.
We travel to Hawaii three time every year and from now on will no longer use or recommend Hawaii23.