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, 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 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 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 The front desk instructed the security officer to contact the Honolulu Police Department ("HPD") to evict and trespass the occupants of Room At 2:a.mthat same morning, the security officer and HPD knocked at the door of Room 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 The four registered guests and two unregistered guests were escorted off the property at 3:a.mAt 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 yearAt 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
Unfortunately, due to certain unexpected challenges in Aston Hotels & Resorts' account payable department, numerous payable which are handled in the day-to-day business of Aston Hotels & Resorts were delayed significantly The request for a check for this particular guest was submitted several months ago, but the check was just cut on March Guest should receive his refund shortly.,
Aston Hotels & Resorts, LLC is in receipt of the statement received from *** *** and sincerely apologizes for the unfortunate experience that was had by the guest. The $charge for the December stay has been reversed by Aston Hotels & Resorts, and *** has indicated
that they will contact the guest directly to advise that the charge has been reversed
Complaint: ***
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 actions.
In 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***
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.
Please express our appreciation to both Aston Hotels and to *** for the consideration provided as described aboveWe obviously feel that this result is indeed appropriate
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2014/06/05) */
June 4,
Revdex.com of Hawaii, Inc
Bishop Street, Suite
Honolulu, Hawaii
Re: Case No***; *** ***
Ladies and Gentlemen:
Aston Hotels & Resorts, LLC dba Aston Kaanapali Shores
("Aston") is in receipt of a complaint filed by *** *** ("Consumer") on June 2, requesting a full refund of his stay and reimbursement for certain costs and expenses resulting an alleged unpleasant and terrifying stayIn response to the Complaint, Aston states as follows:
Consumer, his wife and a young child checked into the Aston Kaanapali Shores (the "Hote|") on May 20, and departed on June 3, Consumer was placed in a one-bedroom garden view room located on the second floor
On or about May 23, a photographer named ***, who works for a third party vendor at the Hotel, reported that he was aggressively confronted by Consumer while he was taking photos of another couple near the koi pondConsumer claimed that *** had awoken his childSecurity was called *** and addressed both partiesLater that same day, while *** was presenting photos to another couple in the photo studio, Consumer entered and once again threatened *** once again notified SecurityAt no time, did *** raise his voice with Consumer or have any interaction with the Consumer until he was confronted by Consumer
On or about May 25, Consumer approached a photographer named ***, who also works for the same photo studio, and asked *** if he would be the photographer for the next couple of days*** replied that he would be working on Sunday and Monday and Consumer could schedule an appointment at the self-serve kiosk in the officeConsumer then asked if *** would be working on Tuesday and *** said, "Yes." Consumer's wife thereafter made an appointment for Tuesday when *** was scheduled to work
On or about May 26, Consumer's wife approached *** and asked if he will be the photographer on Tuesday*** said, "No" and asked Consumer's wife if she wished to change her appointmentShe said, "No." Later that same day, *** walked past Consumer while with other clients and Consumer postured and stared at ***Concerned about his security after learning about the confrontation with ***, *** contacted the Maui Police Department and flied a reportHe also contacted Consumer and told Consumer that a report had been filed with the police and Consumer was to stay away from *** and the photo studioConsumer said that everything had been a big mistake and they were actually trying to schedule an appointment when *** was not working*** thereafter made arrangements to photograph Consumer and his family the following week
On May 27, at approximately 11:p.m., Consumer called the Front Desk and stated that he had mice running around the room and that his baby had obtained an infection from being bitten by a mouse in her mouth as she was crawling on the floorHe did not seek medical attention at the time, but was adamant about wanting to sleep in a clean roomConsumer and his family was immediately upgraded to a two-bedroom ocean view room at no charge (a $value), credited $for the room and tax in the one-bedroom on May 27, and issued a $dining credit to be used at the Hotel's restaurantOn May 28, Aston management followed up with Consumer and directed Consumer to contact Doctor's On-Call at the Hyatt Regency for his child's infectionAfter the doctor visit, Consumer's wife advised that the physician had confirmed that her child had an infection but did not say that the infection was the result of a mouse bite; however, Consumer's wife that her child must have contracted the infection from the Hotel as her child was fine before they arrivedConsumer's wife also made two verbal threats to Aston management that their attorney would file suit against the Hotel for the stress that resulted from the mice in their room and advised that they would not use the $dining credit as they believed it was an insult to the situationConsumer demanded a reimbursement of one-half of their stay at the Hotel
On or about May 29, Aston submitted a claim to its insurance carrier, *** ***That same day, the insurance adjuster sent a letter to Consumer advising of medical payment coverage which will reimburse Consumer for reasonable and necessary medical expenses Consumer may have incurred regardless of fault and the documentation required to secure such reimbursementSee attachedThe insurance adjuster also left a voice mail message for Consumer asking Consumer to return his call
On June 2, Consumer called the insurance adjuster and initially said in a hostile tone that he had tried to contact the insurance adjuster five times previously and the insurance adjuster never returned his callWhen the insurance adjuster responded that he had not received any voicemail messages from Consumer, Consumer admitted that he had not left any messagesWhen pressed for details of the mouse incident, Consumer said they had been awoken in the middle of the night by a noise and found that there were mice everywhere -to mice on the nightstand beside the bed, several more mice running around the room and at least a dozen mice running around in the kitchenConsumer said his child had developed an infection several days prior to seeing the mice and he was not sure if she was bittenConsumer also said that his wife will need to see a psychologist for at least one year as a result of the traumatic event, but admitted that she had no physical injuryConsumer demanded a full refund of his stay at the Hotel and that the insurance adjuster must respond to such demand within a couple of hoursThe insurance adjuster advised that he would need to investigate the claim and definitely would not be able to respond within a couple of hoursThereafter, Consumer communicated with Aston both verbally and via email advising that he intended to file a complaint with the Revdex.com and share his experience with other hotel guests if he did not receive a response within a couple of hours
Upon learning of the alleged sighting of mice in the room, Aston immediately relocated Consumer to an upgraded room, provided consumer with a dining credit and credit for one night's stay, and investigatedNo rodent droppings were found in the room and multiple rodent traps were placed in the roomAttached hereto is a copy of an Ecoiab report dated June 3, stating that no rodent infestation was notedThe room is currently occupied by other guests and there have been no complaints
With respect to Consumer's other complaints, please be advised that (1) there was a minor leak in the dishwasher hose in the two-bedroom unit which caused minimal water leakage and was repaired as soon it was reported by Consumer; (2) the operating hours of the Hotel restaurant correspond with the flyers posted in the elevators and the restaurant operates consistently with such hours; (3) frogs have never been seen in the hallways of the Hotel by the General Manager who has been at the property for the last years nor have such sightings been reported by any guests or employeesThe Hotel has an aggressive regularly scheduled pest control program which is implemented by a nationally recognized pest control firm; and (4) while there is no record of Consumer advising Aston that he had returned his rental car and no Aston employee has admitted to failing to cancel the parking charges, the Hotel did in fact credit Consumer the amount of $for the parking charges
Consumer has been advised by Aston management and the insurance adjuster that his claim has been submitted to Aston's insurance carrier and that any further communication should be addressed directly to the insurance adjusterConsumer has also been advised that should he wish to file suit as he has threatened numerous times, his attorney should also contact the insurance adjuster
Thank you for your time and attention to this matterIf I can be of any further assistance, please do not hesitate to contact me
Sincerely,
*** ***
Associate General Counsel
Initial Consumer Rebuttal /* (3000, 7, 2014/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The actions taken by the hotel to compensate for the damages are NOT acceptableThe discount we received was not because of the hotels good will, but rather because I am an IATA travel agent, and was granted a travel agent rateAs a seasoned travel agent I trust you understand that I am aware of what visitors of the resort / hotels should expect and receiveIn this case thats is all we are asking for no less and not more
Water leak in the kitchen was NOT repeated as they stated "as soon as it was reported"First maintenance person could NOT fix the leak and we had to wait till someone else came in the next dayThis is another proof how untruthful this resort is in what they are stating
Flyers state that restaurant open from 7am-9pm (or 10pm), as I stated in the original complain there is nothing that can be found that explains that they are closed at 1pmDuring the stay restaurant staff explained to me that because they do not have enough visitors at the resort, it makes no sense for them to be open at lunch time and thats why they are closed
With regards to the frogs, please visit this hotelEvery singe evening you can see frogs near the elevators or the first flow, and hopping down the hallways from elevators to the convenient store on the 1st floor
Of course there is no record of me advising them that car rental was returned, because they failed to note the account and thats where the issue had began witch required them to later issue a credit for the $$$ they billed for parkingOtherwise why would they have to issue a credit in the first place?
The story hotel is creating about felling threatened is just plain unbelievableFirst of all I am a small guy who is 5'tallBoth photographers are well over Ft tall, one is probably over ft tallNever in my life anyone mentioned I can be scary or intimidatingFurthermore, they twisted the whole logic of us making an appointment the the photographerMe and my wife did our best to schedule an appointment on the day where the owner is working and NOT the photographer who was rude at telling us to move the stroller, wight he intention of avoiding another unpleasant experienceThe owner of the photo business is well aware of this
I find their response misleading and deceptive, just like the experience we had during our stayTherefore we DO NOT accept this and would still like to receive a credit for our stayThank you in advance
Final Business Response /* (4000, 9, 2014/06/18) */
June 17,
Revdex.com of Hawaii, Inc
Bishop Street, Suite
Honolulu, Hawaii
RE: Case No***; *** ***
Ladies and Gentlemen:
Aston Hotels & Resorts, LLC dba Aston Kaanapali Shores ("Aston") is in receipt of the June response from *** *** (the "Consumer") to Aston's June response to the original complaintln response to the Consumer's further response, Aston states the following:
The Consumer did receive a courtesy discount on his daily room rate when making reservations at the hotel as a result of his status as a registered travel agent, however, that courtesy discount had no bearing on the compensation that was given to the Consumer after the alleged sighting of mice in the roomAs a result of the Consumer's experience, Aston immediately relocated the Consumer to an upgraded room for the remainder of his stay (a $value per night), credited the Consumer $for one night's stay in the room where the alleged mice were seen, and issued to the Consumer of dining credit of $Based on the circumstances, Aston believes that the compensation paid to the Consumer was appropriate and reasonable
When the minor water leak was reported, a maintenance person was immediately sent to the Consumer's room to address the situationUnfortunately, the Consumer told the maintenance person that he could not make any noise because the Consumer did not want his daughter to be awakenedIn response, the maintenance person said that he would come back at a later time to do the repair but the Consumer insisted that the maintenance person stay and do the repair without making any noiseIn compliance, the maintenance person proceeded to do the repair, but when he expressed a desire to test the repair, the Consumer would not allow the maintenance person to test the repairInstead, the Consumer demanded that the maintenance person return at 10:a.mthe next day to follow upThe next day, the maintenance person arrived at 10:a.m., tested the repair and completed the task
All signage for the restaurant indicate that the restaurant is open from 7:a.mto 1:p.mfor breakfast, from 10:a.mto 1:p.mfor lunch, and from 5:p.mto 9:p.mfor dinnerAdditionally, there is signage advertising Happy Hour from 2:p.mto 6:p.m., and the availability of a Caf? Menu from 3:p.mto 5:p.mThe restaurant operates in compliance with all posted hours irrespective of occupancy
While it is true that there are frogs along the Kaanapali coastline, the frogs do not frequent the interior areas of the hotel and no guest has complained in the last years about frogs in the interior arealf the Consumer in fact see a frog in the interior areas, it was perhaps either chased in or placed there by children at the hotel
The Consumer was credited for the parking fees which had been assessed as soon as Aston was told that he had returned his rental car and should not be responsible for the parking feeThe credit was issued simply because the Consumer advised that he no longer had a rental car
Finally, with respect to the interaction between the Consumer and the photography company, Aston only knows what was reported to it by the photographersHowever, it seems quite unreasonable to believe that someone would file a police report if they did not feel intimated or scared
As mentioned previously, the Consumer has been contacted by telephone and in writing by Aston's insurance carrier to address any claims that the Consumer may have, including any claims for medical expenses that may have been incurredWe kindly request that any further communication regarding this matter be addressed to Aston's insurance carrier
Sincerely,
*** ***
Associate General Counsel
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.
Unfortunately, due to certain unexpected challenges in Aston Hotels & Resorts' account payable department, numerous payable which are handled in the day-to-day business of Aston Hotels & Resorts were delayed significantly. The request for a check for this particular guest was submitted...
several months ago, but the check was just cut on March 3. Guest should receive his refund shortly.,
Complainant was one of four registered guests at the Luana Waikiki. They checked in on September 1, 2015 and were...
to check out on September 2, 2015. At approximately 0026 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 2-3 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 1:44 a.m. that same morning, the front desk received a noise complaint from the guests staying in Room 307 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 2-3 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 45 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 2:00 a.m.
At approximately 2:13 a.m. that 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 2:41 a.m. that 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 3:51 a.m.
At 2:08 p.m. that 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 4:48 p.m. on 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 8:40 a.m. on September 6, 2015, one of the unregistered guests in Room 407 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 7:27 a.m on September 2, 2015, the guest in Room 307 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 407.
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, 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 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 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 The front desk instructed the security officer to contact the Honolulu Police Department ("HPD") to evict and trespass the occupants of Room At 2:a.mthat same morning, the security officer and HPD knocked at the door of Room 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 The four registered guests and two unregistered guests were escorted off the property at 3:a.mAt 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 yearAt 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
Unfortunately, due to certain unexpected challenges in Aston Hotels & Resorts' account payable department, numerous payable which are handled in the day-to-day business of Aston Hotels & Resorts were delayed significantly The request for a check for this particular guest was submitted several months ago, but the check was just cut on March Guest should receive his refund shortly.,
Aston Hotels & Resorts, LLC is in receipt of the statement received from *** *** and sincerely apologizes for the unfortunate experience that was had by the guest. The $charge for the December stay has been reversed by Aston Hotels & Resorts, and *** has indicated
that they will contact the guest directly to advise that the charge has been reversed
Complaint: ***
g 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! 
g!
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 b
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 actions.
In 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 b
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***
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.
Please express our appreciation to both Aston Hotels and to *** for the consideration provided as described aboveWe obviously feel that this result is indeed appropriate
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2014/06/05) */
June 4,
Revdex.com of Hawaii, Inc
Bishop Street, Suite
Honolulu, Hawaii
Re: Case No***; *** ***
Ladies and Gentlemen:
Aston Hotels & Resorts, LLC dba Aston Kaanapali Shores
("Aston") is in receipt of a complaint filed by *** *** ("Consumer") on June 2, requesting a full refund of his stay and reimbursement for certain costs and expenses resulting an alleged unpleasant and terrifying stayIn response to the Complaint, Aston states as follows:
Consumer, his wife and a young child checked into the Aston Kaanapali Shores (the "Hote|") on May 20, and departed on June 3, Consumer was placed in a one-bedroom garden view room located on the second floor
On or about May 23, a photographer named ***, who works for a third party vendor at the Hotel, reported that he was aggressively confronted by Consumer while he was taking photos of another couple near the koi pondConsumer claimed that *** had awoken his childSecurity was called *** and addressed both partiesLater that same day, while *** was presenting photos to another couple in the photo studio, Consumer entered and once again threatened *** once again notified SecurityAt no time, did *** raise his voice with Consumer or have any interaction with the Consumer until he was confronted by Consumer
On or about May 25, Consumer approached a photographer named ***, who also works for the same photo studio, and asked *** if he would be the photographer for the next couple of days*** replied that he would be working on Sunday and Monday and Consumer could schedule an appointment at the self-serve kiosk in the officeConsumer then asked if *** would be working on Tuesday and *** said, "Yes." Consumer's wife thereafter made an appointment for Tuesday when *** was scheduled to work
On or about May 26, Consumer's wife approached *** and asked if he will be the photographer on Tuesday*** said, "No" and asked Consumer's wife if she wished to change her appointmentShe said, "No." Later that same day, *** walked past Consumer while with other clients and Consumer postured and stared at ***Concerned about his security after learning about the confrontation with ***, *** contacted the Maui Police Department and flied a reportHe also contacted Consumer and told Consumer that a report had been filed with the police and Consumer was to stay away from *** and the photo studioConsumer said that everything had been a big mistake and they were actually trying to schedule an appointment when *** was not working*** thereafter made arrangements to photograph Consumer and his family the following week
On May 27, at approximately 11:p.m., Consumer called the Front Desk and stated that he had mice running around the room and that his baby had obtained an infection from being bitten by a mouse in her mouth as she was crawling on the floorHe did not seek medical attention at the time, but was adamant about wanting to sleep in a clean roomConsumer and his family was immediately upgraded to a two-bedroom ocean view room at no charge (a $value), credited $for the room and tax in the one-bedroom on May 27, and issued a $dining credit to be used at the Hotel's restaurantOn May 28, Aston management followed up with Consumer and directed Consumer to contact Doctor's On-Call at the Hyatt Regency for his child's infectionAfter the doctor visit, Consumer's wife advised that the physician had confirmed that her child had an infection but did not say that the infection was the result of a mouse bite; however, Consumer's wife that her child must have contracted the infection from the Hotel as her child was fine before they arrivedConsumer's wife also made two verbal threats to Aston management that their attorney would file suit against the Hotel for the stress that resulted from the mice in their room and advised that they would not use the $dining credit as they believed it was an insult to the situationConsumer demanded a reimbursement of one-half of their stay at the Hotel
On or about May 29, Aston submitted a claim to its insurance carrier, *** ***That same day, the insurance adjuster sent a letter to Consumer advising of medical payment coverage which will reimburse Consumer for reasonable and necessary medical expenses Consumer may have incurred regardless of fault and the documentation required to secure such reimbursementSee attachedThe insurance adjuster also left a voice mail message for Consumer asking Consumer to return his call
On June 2, Consumer called the insurance adjuster and initially said in a hostile tone that he had tried to contact the insurance adjuster five times previously and the insurance adjuster never returned his callWhen the insurance adjuster responded that he had not received any voicemail messages from Consumer, Consumer admitted that he had not left any messagesWhen pressed for details of the mouse incident, Consumer said they had been awoken in the middle of the night by a noise and found that there were mice everywhere -to mice on the nightstand beside the bed, several more mice running around the room and at least a dozen mice running around in the kitchenConsumer said his child had developed an infection several days prior to seeing the mice and he was not sure if she was bittenConsumer also said that his wife will need to see a psychologist for at least one year as a result of the traumatic event, but admitted that she had no physical injuryConsumer demanded a full refund of his stay at the Hotel and that the insurance adjuster must respond to such demand within a couple of hoursThe insurance adjuster advised that he would need to investigate the claim and definitely would not be able to respond within a couple of hoursThereafter, Consumer communicated with Aston both verbally and via email advising that he intended to file a complaint with the Revdex.com and share his experience with other hotel guests if he did not receive a response within a couple of hours
Upon learning of the alleged sighting of mice in the room, Aston immediately relocated Consumer to an upgraded room, provided consumer with a dining credit and credit for one night's stay, and investigatedNo rodent droppings were found in the room and multiple rodent traps were placed in the roomAttached hereto is a copy of an Ecoiab report dated June 3, stating that no rodent infestation was notedThe room is currently occupied by other guests and there have been no complaints
With respect to Consumer's other complaints, please be advised that (1) there was a minor leak in the dishwasher hose in the two-bedroom unit which caused minimal water leakage and was repaired as soon it was reported by Consumer; (2) the operating hours of the Hotel restaurant correspond with the flyers posted in the elevators and the restaurant operates consistently with such hours; (3) frogs have never been seen in the hallways of the Hotel by the General Manager who has been at the property for the last years nor have such sightings been reported by any guests or employeesThe Hotel has an aggressive regularly scheduled pest control program which is implemented by a nationally recognized pest control firm; and (4) while there is no record of Consumer advising Aston that he had returned his rental car and no Aston employee has admitted to failing to cancel the parking charges, the Hotel did in fact credit Consumer the amount of $for the parking charges
Consumer has been advised by Aston management and the insurance adjuster that his claim has been submitted to Aston's insurance carrier and that any further communication should be addressed directly to the insurance adjusterConsumer has also been advised that should he wish to file suit as he has threatened numerous times, his attorney should also contact the insurance adjuster
Thank you for your time and attention to this matterIf I can be of any further assistance, please do not hesitate to contact me
Sincerely,
*** ***
Associate General Counsel
Initial Consumer Rebuttal /* (3000, 7, 2014/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The actions taken by the hotel to compensate for the damages are NOT acceptableThe discount we received was not because of the hotels good will, but rather because I am an IATA travel agent, and was granted a travel agent rateAs a seasoned travel agent I trust you understand that I am aware of what visitors of the resort / hotels should expect and receiveIn this case thats is all we are asking for no less and not more
Water leak in the kitchen was NOT repeated as they stated "as soon as it was reported"First maintenance person could NOT fix the leak and we had to wait till someone else came in the next dayThis is another proof how untruthful this resort is in what they are stating
Flyers state that restaurant open from 7am-9pm (or 10pm), as I stated in the original complain there is nothing that can be found that explains that they are closed at 1pmDuring the stay restaurant staff explained to me that because they do not have enough visitors at the resort, it makes no sense for them to be open at lunch time and thats why they are closed
With regards to the frogs, please visit this hotelEvery singe evening you can see frogs near the elevators or the first flow, and hopping down the hallways from elevators to the convenient store on the 1st floor
Of course there is no record of me advising them that car rental was returned, because they failed to note the account and thats where the issue had began witch required them to later issue a credit for the $$$ they billed for parkingOtherwise why would they have to issue a credit in the first place?
The story hotel is creating about felling threatened is just plain unbelievableFirst of all I am a small guy who is 5'tallBoth photographers are well over Ft tall, one is probably over ft tallNever in my life anyone mentioned I can be scary or intimidatingFurthermore, they twisted the whole logic of us making an appointment the the photographerMe and my wife did our best to schedule an appointment on the day where the owner is working and NOT the photographer who was rude at telling us to move the stroller, wight he intention of avoiding another unpleasant experienceThe owner of the photo business is well aware of this
I find their response misleading and deceptive, just like the experience we had during our stayTherefore we DO NOT accept this and would still like to receive a credit for our stayThank you in advance
Final Business Response /* (4000, 9, 2014/06/18) */
June 17,
Revdex.com of Hawaii, Inc
Bishop Street, Suite
Honolulu, Hawaii
RE: Case No***; *** ***
Ladies and Gentlemen:
Aston Hotels & Resorts, LLC dba Aston Kaanapali Shores ("Aston") is in receipt of the June response from *** *** (the "Consumer") to Aston's June response to the original complaintln response to the Consumer's further response, Aston states the following:
The Consumer did receive a courtesy discount on his daily room rate when making reservations at the hotel as a result of his status as a registered travel agent, however, that courtesy discount had no bearing on the compensation that was given to the Consumer after the alleged sighting of mice in the roomAs a result of the Consumer's experience, Aston immediately relocated the Consumer to an upgraded room for the remainder of his stay (a $value per night), credited the Consumer $for one night's stay in the room where the alleged mice were seen, and issued to the Consumer of dining credit of $Based on the circumstances, Aston believes that the compensation paid to the Consumer was appropriate and reasonable
When the minor water leak was reported, a maintenance person was immediately sent to the Consumer's room to address the situationUnfortunately, the Consumer told the maintenance person that he could not make any noise because the Consumer did not want his daughter to be awakenedIn response, the maintenance person said that he would come back at a later time to do the repair but the Consumer insisted that the maintenance person stay and do the repair without making any noiseIn compliance, the maintenance person proceeded to do the repair, but when he expressed a desire to test the repair, the Consumer would not allow the maintenance person to test the repairInstead, the Consumer demanded that the maintenance person return at 10:a.mthe next day to follow upThe next day, the maintenance person arrived at 10:a.m., tested the repair and completed the task
All signage for the restaurant indicate that the restaurant is open from 7:a.mto 1:p.mfor breakfast, from 10:a.mto 1:p.mfor lunch, and from 5:p.mto 9:p.mfor dinnerAdditionally, there is signage advertising Happy Hour from 2:p.mto 6:p.m., and the availability of a Caf? Menu from 3:p.mto 5:p.mThe restaurant operates in compliance with all posted hours irrespective of occupancy
While it is true that there are frogs along the Kaanapali coastline, the frogs do not frequent the interior areas of the hotel and no guest has complained in the last years about frogs in the interior arealf the Consumer in fact see a frog in the interior areas, it was perhaps either chased in or placed there by children at the hotel
The Consumer was credited for the parking fees which had been assessed as soon as Aston was told that he had returned his rental car and should not be responsible for the parking feeThe credit was issued simply because the Consumer advised that he no longer had a rental car
Finally, with respect to the interaction between the Consumer and the photography company, Aston only knows what was reported to it by the photographersHowever, it seems quite unreasonable to believe that someone would file a police report if they did not feel intimated or scared
As mentioned previously, the Consumer has been contacted by telephone and in writing by Aston's insurance carrier to address any claims that the Consumer may have, including any claims for medical expenses that may have been incurredWe kindly request that any further communication regarding this matter be addressed to Aston's insurance carrier
Sincerely,
*** ***
Associate General Counsel
Terrible follow up, lack leadership, lack Aloha
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.
Unfortunately, due to certain unexpected challenges in Aston Hotels & Resorts' account payable department, numerous payable which are handled in the day-to-day business of Aston Hotels & Resorts were delayed significantly. The request for a check for this particular guest was submitted...
several months ago, but the check was just cut on March 3. Guest should receive his refund shortly.,
Complainant was one of four registered guests at the Luana Waikiki. They checked in on September 1, 2015 and were...
to check out on September 2, 2015. At approximately 0026 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 2-3 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 1:44 a.m. that same morning, the front desk received a noise complaint from the guests staying in Room 307 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 2-3 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 45 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 2:00 a.m.
At approximately 2:13 a.m. that 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 2:41 a.m. that 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 3:51 a.m.
At 2:08 p.m. that 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 4:48 p.m. on 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 8:40 a.m. on September 6, 2015, one of the unregistered guests in Room 407 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 7:27 a.m on September 2, 2015, the guest in Room 307 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 407.