Jim's Kaneohe Bay Sandbar Ocean Sports Adventure with Snorkel, Kayak, SUP & Live Music review, Oahu tours & activities, fun things to do in Oahu | HawaiiActivities.com

Poor communication between Veltra and the provider KBOS

My back went out on Sunday 21 Nov 21, so on Monday 22 Nov 21 at approximately1145 I called the number provided on the Veltra voucher, KBOS. I requested cancellation of one of the six participants stating I could barely stand much less enjoy what we had signed up for. The lady that answered the phone at KBOS stated she would have to check with someone, KBOS required a 72 hour prior cancellation notification, and since our date was 25 Nov 21 with a 0750 pick up time, it was too late to cancel one participant. I received both a voice mail and email within two hours stating I was too late to cancel one participant again because I was within the 72 hour cancellation window. However, my Veltra voucher states I can cancel “Any cancellations made after 18:00 local time 2 business days prior to the activity will be subject to a charge of 100% of the total amount.” When I read that part of the voucher to the KBOS lady, she said she would contact Veltra; she did not call back, and it was either go or lose the fee. I went and had trouble getting on the boat due to the steep ramp and no hand rail (staff did assist or I cold not have gotten on). The only food available was donuts, tang orange drink, and water (not the list that is stated in the voucher). I paid for two donut and four banana rides, no donut was available, a speed boat ride was the substitute however. I sat on the boat the entire time since the ladder into the water was too difficult with the sore back. KBOS was fine, the misinformation was included in the Veltra voucher, and Veltra did nothing to follow up with their misinformation.