Aqua-Aston Hospitality, LLC

Complaint: [redacted] I am rejecting this response because:None of the facts are trueThis is the most unbelievable thing I have ever experiencedI have 4-witness's who can tell you that the security card was bg what he apparently "did" when he came up to the roomHe is a rudely mannered unprofessional manYou have one man saying the words of all of us are wrong? Come on! We are not denying the noise for the first incident however we are denying the time a complaint was made and the security gaurds unprofessional actionsIn the statement just received it says that the second time the security gaurd came up the same male opened the doorWRONG! Such a simple fact already wrong the first time was one of our friends the 2nd person to open the door was my brotherWho before he opened the door said ," I can't see outside there blocking the peephole!" And during that second time the security gaurd did NOT nicely open the door to just a look at who was inside he PUSHED the door open and stepped in our room with no invitation to do so! He DID NOT explain to us that was our last warningNot once did he say that! I repeat he DID NOT tell us that! As for the third time the cops where called on UsWhy? We were playing card I didn't know cards where loud! And half of us were sleepingTell me how my at the time year old daughter was knocked out sleeping with all this "noise"Our neighbors just to inform you were making a lot of noise slamming doorsAnd you have the nerve to accuse us and kick all of us out at in the morning! Get your facts straight! Your security gaurd is whack job who can't tell the truth! He treated us like we were little kids instead of talking to us like adultsI am NOT A KID I'm married with a kid and I think I deserved a bit more respect than that bg! Also about us calling you were wrong again! Unregistered male called? Seriously? That was my brother and he was registered! So unprofessional I tell you! And then to have the audacity to tell me you gave a refund to 307!!!! Are you kidding me! We didn't even get to stay the whole night because we were wrongly accused the 3rd time and we don't get a refund! But you actually have the nerve to tell me someone else did! How rude is that!we didn't stay the whole night! They did! What a unprofessional hotelGet some respect Sincerely, Jessica S***

I am in receipt of the complaint filed by [redacted] regarding her stay at the Aston at the [redacted] in January We sincerely apologize that Ms [redacted] was not notified in advance of her stay of the renovation work at the property As a general policy, we make every effort to notify in advance all of our travel partners and guests of any renovation work that will occur at our property and we also post notices in each guest room and the common areas Unfortunately, for an array of reasons, travel partners and reservation agents are not always able to reach every single guest in advance As an accommodation to Ms [redacted] for her unpleasant stay, the Aston at the [redacted] [redacted] will be issuing her a refund for all amounts paid during her stay and she should be receiving the same shortly

We are in receipt of the complaint but are unable to respond without further detail, particularly, the name of the hotel, the dates of stay and the name of registered guest

Complainant was one of four registered guests at the Luana Waikiki. They checked in on September 1, and were to
check out on September 2, 2015. At approximately hours on September 2, 2015, the security officer while doing his routine patrol throughout the building, entered the 4th floor and heard loud music, laughter and talking emanating from Room 407. As a courtesy, the security officer approached the room, knocked on the door, identified himself as "Security" and stood approximately 2-feet away from the door so that he could be viewed in full through the peephole in the door. A male guest answered the door and asked "What?" The security officer apologized for disturbing him, stated that there loud noise was coming from the room, and asked if they could limit the volume so that other guests would not be disturbed. The male guest acknowledged the security officer's request, the security officer thanked him, and the male guest closed the door.At approximately 1:a.mthat same morning, the front desk received a noise complaint from the guests staying in Room which is located immediately below Room 407. The security officer went up to the 4th floor to investigate. Initially, the security officer did not hear any noise, and shortly thereafter, he heard the sound of something being dropped repeatedly on the floor in Room 407, and loud talking and laughter. The security officer knocked on the door, identified himself as "Security" and stood approximately 2-feet away from the door so that he could be viewed in full through the peephole in the door. The same male guest answered the door. The security officer greeted him and advised that a noise complaint had been received. While the security officer was talking to him, the security officer stood in the threshold and pushed the door open approximately degrees that so that he could communicate clearly with the male guest. The security officer asked how many guests were staying in the room and the male guest answered, "Four." The security officer again advised them to limit the noise level and stated that this was a "Final Warning. Should any further noise complaints arise, they would likely be evicted from the hotel and trespassed from all Aqua properties." The security officer again thanked the male guest for his time and returned to the lobby at approximately 2:a.m. At approximately 2:a.mthat same morning, the front desk received another noise complaint from the guests staying in Room 307. The front desk instructed the security officer to contact the Honolulu Police Department ("HPD") to evict and trespass the occupants of Room 407. At 2:a.mthat same morning, the security officer and HPD knocked at the door of Room 407. The same male guest opened the door. The security officer explained that another noise complaint had been received and the hotel has decided to evict the guests in Room 407. The four registered guests and two unregistered guests were escorted off the property at 3:a.m.At 2:p.mthat same day, the complainant telephoned the hotel asking to speak with a manager. The complainant was told that she would receive a telephone call back as soon as the manager was able to review the security report. At 4:p.mon September 5, 2015, the manager called the complainant and explained that a refund could not be issued based upon the facts of the incident. The complainant was reasonable and said she understood. The complainant also provided complaints about the security guard. The manager thanked her for her input and advised that they would pass her comments on to the security supervisors. The complainant acknowledged that she was trespassed from the Aqua properties for a year.At 8:a.mon September 6, 2015, one of the unregistered guests in Room contacted the manager of the hotel to ask for a refund. Again, it was explained that a refund could not be issued because of the facts of the incident. The unregistered guest said that he understood that we are a business and that he has nothing against our hotel, but was frustrated with the security guard. He was advised that security had been informed about their concerns. As a result of the noise in Room 407, at 7:a.m on September 2, 2015, the guest in Room stopped at the front desk to complain about the terrible noise that they had to deal with the previous night. They said that they had stayed at the hotel numerous times before, love the hotel and the hospitality, and has never encountered such noise previously. They complained that they did not get any sleep the night before and demanded to have their room night charge waived. The hotel waived their entire room night charge as a result of the actions of the guests in Room

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

Aqua-Aston Hospitality (formerly known as Aston Hotels & Resorts) does not manage Unit [redacted] at [redacted].  We believe that this complaint was intended for Castle Hotels & Resorts.  Tell us why here...

I am in receipt of the complaint filed by [redacted] regarding her stay at the Aston at the [redacted] in January 2016.  We sincerely apologize that Ms. [redacted] was not notified in advance of her stay of the renovation work at the property.  As a general policy, we make every effort...

to notify in advance all of our travel partners and guests of any renovation work that will occur at our property and we also post notices in each guest room and the common areas.  Unfortunately, for an array of reasons, travel partners and reservation agents are not always able to reach every single guest in advance.  As an accommodation to Ms. [redacted] for her unpleasant stay, the Aston at the [redacted] will be issuing her a refund for all amounts paid during her stay and she should be receiving the same shortly.

Complaint: [redacted]
I am rejecting this response because:None of the facts are true. This is the most unbelievable thing I have ever experienced. I have 4-5 witness's who can tell you that the security card was bg what he apparently "did" when he came up to the room. He is a rudely mannered unprofessional man. You have one man saying the words of all of us are wrong? Come on! We are not denying the noise for the first 2 incident however we are denying the 3 time a complaint was made and the security gaurds unprofessional actions. In the statement just received it says that the second time the security gaurd came up the same male opened the door. WRONG! Such a simple fact already wrong the first time was one of our friends the 2nd person to open the door was my brother. Who before he opened the door said ," I can't see outside there blocking the peephole!" And during that second time the security gaurd did NOT nicely open the door to just a look at who was inside he PUSHED the door open and stepped in our room with no invitation to do so! He DID NOT explain to us that was our last warning. Not once did he say that! I repeat he DID NOT tell us that! As for the third time the cops where called on Us. Why? We were playing card I didn't know cards where loud! And half of us were sleeping. Tell me how my at the time 2 year old daughter was knocked out sleeping with all this "noise". Our neighbors just to inform you were making a lot of  noise slamming doors. And you have the nerve to accuse us and kick all of us out at 3 in the morning! Get your facts straight! Your security gaurd is whack job who can't tell the truth! He treated us like we were little kids instead of talking to us like adults. I am NOT A KID I'm married with a kid and I think I deserved a bit more respect than that bg! Also about us calling you were wrong again! Unregistered male called? Seriously? That was my brother and he was registered! So unprofessional I tell you! And then to have the audacity to tell me you gave a refund to 307!!!! Are you kidding me! We didn't even get to stay the whole night because we were wrongly accused the 3rd time and we don't get a refund! But you actually have the nerve to tell me someone else did! How rude is that!we didn't stay the whole night! They did! What a unprofessional hotel. Get some respect. 
Sincerely,
Jessica S[redacted]