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accessgetaways

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  1. Just wanted to make everywhere aware of a HUGE issue we recently had when renting an accessible van on our POA cruise last month. I had made arrangements to rent a wheelchair van probably pretty close to a year before we sailed. Everything was organized and well planned out and then the day before our cruise set sail the company called (we will call company A) and said the van had some mechanical issues and that they had arranged for their competitor to take over our contract in Maui. So basically everything would stay the same but they wanted us to know of the change. Contract was sent to the competitor and they accepted the contract and all would be fine. Well day of the cruise, one hour before we are getting picked up by the shuttle, the competitor (we will call company B) called and said they changed their mind and decided not to rent for 2 days to a cruise ship passenger. No other explanation was given and even though they advertise they rent to cruise chip passengers they did this with no apologies or remorse. I explained my husband was a power chair user and we had travelled a long long way for this dream vacation and now they could be leaving us stuck on the ship since we were in Maui the very next day . Nope still no remorse. So we ended up having to scramble with finding accessible transportation and missed out on most of the activities we had planned. Well then in Kauai we had made the same arrangements with the original company, company A, and we get off the ship at 10am for our scheduled meet time and we wait and no van. I tried calling multiple times and no answer. I finally locate an emergency number and I am told that they just found out that our reservation was cancelled. So apparently when the competitor, Company B, took over the Maui contract they also said they wanted the Kauai rental as part of the deal. I knew nothing about this part and when they bailed on us in Maui they cancelled the Kauai contract as well. They did not inform the original company we booked with that they cancelled the Kauai rental. So we had to wait until 1pm for a rental to be located and delivered to the port. We missed out on touring for that whole time and as of right now I have no idea if they still plan on charging us the full rate. They have not responded to my email. Anyways, I have no idea why our contract was dropped like that other than they got a longer rental inquiry come in and took it and not us even though they had our contract. I have since heard from one other wheelchair user who had the same bad experience renting an accessible van on these islands. I also told several locals about what happened and they said that it was not the first time they had heard similar story regarding this company/companies. I would never take a chance with these companies again on my next visit. So upsetting after so much planning and money was spent to make this a dream vacation for my husband. I am sure people have had no issues but just wanted to make others who rely on accessible transportation that this could happen to them as it did to us. We travel a lot and I have never had this type of horrible service before from a company that specializes in helping those with special needs.

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