Diamond Head Vacations

We had delays with our flights and our travel agent kept them updated. When we arrived at Honolulu airport they were there to greet us. The process after that was seamless to transfer us to our hotel.

I was really worried after seeing all the negative reviews but our experience was very pleasant and smooth. Upon arrival at Honolulu airport we were greeted by our Diamond Head contact by the baggage claim and she loaded our luggage and took us to the van that would transport us to our hotel. The actual transportation was conducted by a different company VIP transportation. Our day of departure from the city back to the airport was also very smooth and reliable.

Very rude and unprofessional on the phone. We spoke with Mika on the phone service and it was awful how we were spoken to. We were visiting Hawaii and our transportation never showed up to take us to our luau which was already confirmed and payed for so we had to pay another transportation service. We had to walk around the airport to find our "greeter." Would not recommend and honestly a complete waste of money! We just decided to cancel all transportation with this company since they kept being a no-show or late and did uber the entire trip.

Made my reservations through Hawaiian Airlines, met us at the gate. Sent to baggage claim and waited almost an hour before heading to our hotel. Come to departure pickup time at 10:15am, no schutte. My flight was at 1:15pm. Called the schutte service and was informed that the pickup time was rescheduled for 9:45am. Never received a message or phone call. Checked the hotel 3 times and no messages. Had to take a taxi to the airport. Out $50 bucks. Never use this company. Worst service in Hawaii.

Do not use this service. Upon arrival the service was OK. The staff were friendly and vehicle clean, however we waited over an hour before leaving the airport. This was explained due to having to wait for 2 other passengers. The delay meant we arrived at our hotel at 10 PM when our flight landed at 8:05pm Where this company fell apart further was on the return service. No pick up time was communicated with us, despite providing our return flight details and I had tried calling the company without success. On the day of departure I called at 7 am their opening time to ask when our shuttle would arrive. Only to rudely be told it was scheduled for 6:45am they had never at any point communicated this time to us and the vehicle had left without us. We were never contacted I had provided my contact details and no attempt to contact our room was made and our flight wasn't until 11 am. The courteous thing to do would have been to call our room through concierge but not attempted contact was made. When I asked why this hadnt been done, the guy said that isn't their job. On the call I asked if we could arrange an alternative collection time and the guy simply said "No! It is yourfault you missed it." I tried to explain the confusion and he just said it's not their problem and hung up. This is a very unprofessional company who will take your money no problem, but dont expect any service in return.

Not sure if I should give 2 or 3 stars. The transport from the airport to the hotel was a little chaotic. We were told to wait around until we see the trolley with our luggage move and then follow. Took around 25 minutes before the trolley moved but then the bus couldn't get a park where the trolley was waiting so we waited another 10 minutes. But that wasn't as bad as the fact that we 'accidentally' discovered we were at our hotel and had to get off. I asked a fellow traveller who excited the bus which hotel this was and when she said the Hilton, we hopped off. I would have at least expected the driver to call out "This is the Hilton" so that passengers know when to get off. The pick up from the hotel to the airport was a lot smoother though. When we booked transport through our travel agent, we were told there was a free breakfast but no one knew when or where. I had to call this company and was told there's a pick p at 7.30am every morning where they take you somewhere, however, our travel agent mentioned it would happen prior to hotel drop off on the way from the airport, which would have been great as we arrived early in the morning and had 7 hours to kill before check-in. A bit of miscommunication there.

By far the rudest and most inept people i have had the misfortune of dealing with. They took 3.5 hours to get us from the airport to our hotel... the bus leaked so my wifes wedding dress got ruined by the rain and needed to be cleaned before our wedding. Our itinerary confirmed an 11am pickup and did not state confirmation was needed 24 hours prior... so we waited half an hour before going to the tour desk at the hyatt regency... apparently our transfer has been moved to 3pm... which is great aside from the fact our departure is 2pm. During this experience i was met with despicable customer service, including sarcasm/rudeness and complete contempt for customers. This company and their staff clearly dont like helping people and i hope they read this when i say i hope you go bust.

This is an excerpt from an email I wrote to my actual perfectly fine travel agency that used these guys as some kind of intermediary: "This concerns Diamond Head Vacations. Specifically, we have to confirm several of our events through them and both times so far were less-than-encouraging experiences. 1 We have to confirm with them 48 hours in advance, which wouldn't be a problem, except that all they do is tell us to confirm with the actual company hosting the sightseeing. If that's the case, then what's the point of Diamond Head? This also leads to some confusion because when we call to confirm with the sightseeing business itself 48 hours in advance, we get head-scratching because normally people confirm 24 hours ahead of time. 2 Both times we have called, they provided incorrect information or were unable to provide information at all. In one case they told me that information on Google Maps was wrong, and told me to call a different number. The clerk at that sandwich shop knew nothing about kayaking, I can tell you that. I proceeded to then call the correct number on Google Maps and everything worked out. In another case, I asked them to confirm an address for a place because I had Google Maps open and something looked off, to which the response was "I am not there, so I wouldn't know" direct quotation. Which leads me to... 3 They are rather rude. It's not just one particular agent, it's a pattern now. My most recent experience with them this morning involved me calling from the starting point of a hike, so internet connection was limited, and I was about to be out of range of cellular networks completely. I needed to confirm an event 48 hours in advance. They asked for my name, which I spelled out for them, at which point the agent quickly said that there was no such record and that I need to confirm with my travel agency, get a reservation number, and call back. This happened in all of about 10 seconds, and they tried to hang up, I managed to say something to the effect of "no, no, I need to figure this out now because I'll be out of cellular range soon" before they could hang up. I asked that they try to check the spelling of my name, they said that they already closed the window and that I should call my travel agency. They once again tried to hang up or at least it sounded like it but this time I said that we should re-spell my name more assertively. They re-tried and sure enough it was there. They very quickly said "9:30 at the P*********" and when I asked if they could confirm the address, they said "Check with your hotel" and hung up. I am going to call the P********* tomorrow to check-in, but the rudeness, lack of trivial verification of information both about the sightseeing and things like the spelling of my name, and the constant need to check in with them feels like there is no point to them being part of the process, especially given that everyone else here has been very nice and informative.”

Do not use them! Our travel agent booked them to transport us to and from the airport in Kauai. I gave their customer service detailed information on our arrival time on the island and they failed to pick us up at airport. I scheduled a pick up 48 hours in advance and confirmed pick up at the hotel the day before our departure and they still failed to pick us up. If going to the south shore of kauai use surf and turf shuttle. They will at least pick you up!