Complaints

This profile includes complaints for Kualoa Ranch Hawaii, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Kualoa Ranch Hawaii, Inc. has 2 locations, listed below.

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  Kualoa Ranch Hawaii, Inc.

  49-560 Kamehameha Hwy. Kaaawa, HI 96730

• 

  Kualoa Ranch Hawaii, Inc.

  PO Box 650 Kaaawa, HI 96730-0650

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to make an online purchase through their website for a ATV tour for March 20, 2025 but some how the website chose March 13th, which was impossible since our flight did not go to Hawaii until March 16. I called them to let them know that there was an error and that it had booked me for a tour for March 13 which was impossible since I was working that day in ********** and I would not fly out until the 16th. They only offered me a credit of $708.91 for a future tour good for a year. When I arrived to Hawaii and tried to book online or on phone, all the tours were constantly booked since I discovered that the Hawaiians were also on vacation that same week. Theyre availability was after our return to **********, which would not work for us. I am not sure I can return within a year since it is very costly to go to Hawaii and with the real ID requirements in affect, some family members can no longer fly. How am I supposed to spend all that money. Please help. It seems unfair. I would like to get a refund for the $708.91 amount.

  Business Response

  Date: 07/03/2025

  Aloha and thank you for reaching out,

  The initial complaint letter was received in the mail on June 16th. 

  We have refunded this customer's reservation.

  To provide more context regarding the complaint, we reviewed the call log in our reservation department, and per the notes on the reservation, the customer told our reservations agent that they "accidentally booked a tour for the wrong day". It was not a system error on the website, The customer also advised our reservation agent that they would call back to inquire about alternate tour options, though they did not end up calling back.

  As mentioned above, we have refunded the guest and we wish them well. 

  Aloha.

• Initial Complaint

  Date:06/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family of 6 arrived and checked in for the all day tour on 6/6/2025. We were the first party to check in and we waited for our tour guide to guide us to the bus. To our surprise, we were left stranded with another party! We let the front desk know and the front desk took about an hour to reach the tour guide and the manager stated that she would refund 50% of the fees. I was skeptical so I went to the front desk and asked for a receipt and they said that I would receive a confirmation email that evening, which I did not. I want the entire cost given back to me from the time wasted and lies by the staff.

  Customer Answer

  Date: 06/30/2025

  Yes it was resolved. The business contacted me and refunded my money due to their errors. Thank you. 

• Initial Complaint

  Date:03/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tour operator Kualoa Ranch refusing to refund reservation fee in return for cancellation.

  Customer Answer

  Date: 04/02/2025

  The complaint I filed against Kualoa Ranch has been resolved.

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Group of 6 of us 5 adults 1 child, went on the *** excursion they offer at the Ranch. We paid $863.58 for this, which we dont feel is an amount reflecting how we were treated. Before getting behind the wheel all drivers/participants are screened a safety video. Rules include: Not exceeding 15mph, Not riding too close or far to those behind/in front of you, No passing, Staying in a line formation, ETC. For the purpose of Safety. Were split up as groups between 2 tour guides that ultimately all end at the same scenic stops (to mitigate dust, which was also explained). During the first hour of our excursion, the *** driver behind us was a father, a mom and their daughters roughly aged *****. Our party of 6 was behind our tour guide Derricks vehicle, with this other family behind them directly behind us. The daughters proceeded to scream at us multiple times DRIVE FASTER. Very loudly, very vocally, multiple times. We actually have it on video of them yelling this at us, which Ill try to include here. Or can provide upon request. It was not only dangerous, but unnecessary as we all watched the same safety video. An opportunity presented itself where there was space to maneuver The father of their vehicle SOARED by all of us. Passing our ***, and then passing our tour guides vehicle going easily way beyond 15mph. After ******* catches up with them, his anger is very visible as he steps out of his vehicle (rightfully so, as multiple rules were just disrespectfully and blatantly broken). Hes in search of who just broke the rules. He sees that it was the All-American family of 5 who used the excuse that [we] didnt know that was you there. Shook hands, laughed and got a slap on the wrist. Not uncommon in the country for people like that to get away with rule breaking.Our problem lies at what he said to us. ******* was very angry at first, and he pointed to us after and said I was looking for you guys. I thought it was you guys. Were all black/latino.

  Business Response

  Date: 07/29/2024

  Aloha,

  We received this BBB letter and would like to be able to respond and rectify the situation appropriately. However, we cannot locate a reservation under the name provided in this letter.

  Does the complainant have a confirmation number they can provide to us?

  Mahalo,
  *****

  Guest Experience Manager

  Kualoa Ranch

  Customer Answer

  Date: 08/05/2024

  Attached is a screenshot of our reservation with the ranch.

  Business Response

  Date: 08/20/2024

  Aloha,

  Mahalo for following up. I tried to respond 2 weeks ago but the BBB portal did not allow me to submit anything.

  The following transactions (see credit receipts attached) were refunded to the card on file:

  Wednesday, July 17th: $215.87

  Wednesday, August 7th: $490.69

  Wednesday, August 7th: $157.02

  ******,
  *****

   

• Initial Complaint

  Date:06/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked an ATV tour on the Kuoala Ranch main website several weeks ago for June 19 at 2:45 PM, totaling $628.08. Unfortunately, we experienced a family emergency where my father had a heart attack, making it impossible for us to attend the scheduled tour.I contacted the customer service team to request a store credit, refund, or to change the tour time. Despite explaining our situation, my request was refused.Given the unforeseen and serious nature of this medical emergency, I am requesting a refund of $628.08. We did not anticipate such a situation and would have attended the tour if circumstances were different. I am seeking the company's understanding and compassion to process a refund promptly.Desired Resolution:Refund of $628.08.Booking Reference Number: ******* Thank you for your attention to this matter.

  Business Response

  Date: 07/04/2024

  ***** and thank you for contacting us,

  I understand based on the letter received that a guest wanted a refund for a booking they could not make. 

  We have refunded the guest, and the receipt is attached.

  For context and accuracy's sake, I do want to point out that our refund and cancellation policy is clearly published in several places on our website, and guests are required to click a box acknowledging this when completing their booking. 

  When this guest contacted and spoke with our customer service team to request the refund, there was absolutely no mention of their medical emergency whatsoever. This guest was asking for an exception to our cancellation policy without any context. Had we known what the extenuating circumstances were, we could have addressed the matter on the spot and processed the refund, because that is the right thing to do.

  Mahalo for your time,

  *****

  Guest Experience Manager

  Customer Answer

  Date: 07/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:02/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday February 19, 2024 I booked a reservation at Kualoa for me, my wife, and our 3 children for the 1:30 UTV Raptor tour. Appon arrival to the park and checking in for our UTV ride, I noticed a lot of the props and photo ops were severely run down, broken, and just basically not kept up. That was my first red flag after reminding myself how much I payed for this attraction, and coming from a tourist city myself ( *******, **) I thought even with a lot of traffic all of the theme parks back home pride theirselves on keeping all of there props and photo ops up to top notch. But then I said hey, its an island maybe they dont get much business here. Then I noticed more and more throughout our tour, dinosaurs broken, duct taped together, missing paint, missing parts. (These are all in pictures Im supposed to bring back for memories by the way). At one point one of our guides even made a joke, stating hey in Jurassic park this used to be a helipad, now all thats left is this here wooden plank in the ground, hurry and snap a photo before it disappears forever! I have called the ranch since returning back home to ******* and addressed my concerns, I have called and left messages with their manager ***** in guest relations, then I had to resort to emailing him because apparently every time I called he was not at his desk or available. He finally responded offering me no more than a 25% discount off of my reservation and the excuse that they fell behind on the props due too too many customers climbing and taking pictures. I replied requesting he kindly return my full amount and also letting him know I was not opposed to returning in the future for a better experience. After that email I never received any response. All I asked was for him to make it right due to the fact I cannot recoup the money wasted on my flight or my stay in Hawaii, but at least I could be made whole in their part. Res * *******

  Business Response

  Date: 03/14/2024

  Aloha,

  We received the letter about ********************** complaint regarding his time at Kualoa.

  We were able to correspond with ******************, and we resolved the matter and he was issued a full refund. 

  I appreciate you reaching out and we wish ****************** and his family the very best!

  Mahalo,

  *****

  Guest Experience

  Kualoa Ranch

  Customer Answer

  Date: 03/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************