Aston Hotels & Resorts

Subject: ID: [redacted] Aloha,The complaint ID [redacted] submitted by [redacted] has been taken care of (please see email attached).On May 2nd, Russell D***, Operations Manager contacted Mr [redacted] & Ms [redacted] to inform them of room damages found in the unit they last occupiedThe room damage was a glass top of the coffee table which in total cost $It was unfortunate that I wasn’t able to be involved in the conversation and/ or decision which resulted in this issue for I was out of office on Temporary DisabilityHowever, I was able to speak with Mr [redacted] and Ms [redacted] and although it may not change their mind of returning to our property, I sincerely apologized for the inconvenience and for not being here to speak with them initiallyA refund was processed on May 12th, after speaking with them over the phoneI have since corrected procedures of all guest charges to ensure this does not happen againMahalo,Lyn DM [redacted] General ManagerAston at Papakea

Business Response / [redacted] (1000, 16, 2014/05/15) */ Aloha, On September 1, Aston Hotels and Resorts turned over the rental operation of Paki Maui to Castle ResortAll reservations were turned over to Castle including the one in the complaintWhen we received the complaint we contacted Castle Resorts at Paki Maui and they stated they had accomodation for the guest and that the guest simply called and canceled their bookingWe relayed this to the guest in writing and then did not hear from the guest for a long time until they filed this complaint Aston is not responsible for this guest canceling their booking as accomodations were available for the guest Mahalo [redacted] Aston at the Papakea Resort Lower Honoapiilani Rd Lahaina HI, Consumer Response / [redacted] (3000, 18, 2014/05/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am sorry Mr [redacted] but your contact at Castle Resorts Paki Maui told you that accommodations were available only after our flightIf you recall in the original email to you when I called December 19th the night before our flight I was told by [redacted] the reservation specialist there were no rooms anywhere and no manager on site until after our flight was scheduled to leaveOnly days after our scheduled flight did Castle find one room for one nightHere is my original email to you dated December 25th with complete details I am sure you remember we have three small childrenNo one in the right mind would travel the distance with no guarantee of a roomThat is irresponsible and impracticalYour company made the mistake by failing to secure our reservation please admit your fault Below is the complete original email: The night before our flight was scheduled to leave Seattle WA 12-19-2013, I called the Aston Paki Maui and was told by the desk employee Lisa that she could see the reservation in the system but there were no available rooms at the Aston Maui hotel or at any of the Aston propertiesI found this appalling as I was holding an Aston Paki correspondence dated 08-23-confirming our reservation We had a direct website booking at www.book.astonhotels.com dated 03-29-reservation number [redacted] Given the solid reputation of the Aston hotel and the consistently high ratings, I felt that my reservation was fully securedThere was no reason to think that the promise could not be fulfilledFurther, I trusted your motto: "no matter the location, you can expect the same high standards and personal guest service we have been providing for decades." The customer service policy was not met at allI was forced to cancel our flight and absorb the ticket cost as it would have been a true disaster to travel all of the way from Seattle with three small children ages 1, 3, and with no room or boardIt would not make senseWe lost our airfare, but also lost out on our time For this I am writing to bring this to your attention and request for you to review this situation for correctionAttached you will find the copy of the original reservation 03-29-13, confirmation 08-23-13, and airline references I can be reached by email [redacted] @yahoo.com or cell ***-***-***Thank you for your time and consideration Please review your records and Reconsider Mr [redacted]

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

(The consumer indicated he/she ACCEPTED the response from the business.)

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

Business Response /* (1000, 16, 2014/05/15) */
Aloha,
On September 1, 2013 Aston Hotels and Resorts turned over the rental operation of Paki Maui to Castle Resort. All reservations were turned over to Castle including the one in the complaint. When we received the complaint we contacted...

Castle Resorts at Paki Maui and they stated they had accomodation for the guest and that the guest simply called and canceled their booking. We relayed this to the guest in writing and then did not hear from the guest for a long time until they filed this complaint.
Aston is not responsible for this guest canceling their booking as accomodations were available for the guest.
Mahalo
[redacted]
Aston at the Papakea Resort
3543 Lower Honoapiilani Rd.
Lahaina HI, 96761
Consumer Response /* (3000, 18, 2014/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am sorry Mr. [redacted] but your contact at Castle Resorts Paki Maui told you that accommodations were available only after our flight. If you recall in the original email to you when I called December 19th the night before our flight I was told by [redacted] the reservation specialist there were no rooms anywhere and no manager on site until after our flight was scheduled to leave. Only days after our scheduled flight did Castle find one room for one night. Here is my original email to you dated December 25th with complete details I am sure you remember we have three small children. No one in the right mind would travel the distance with no guarantee of a room. That is irresponsible and impractical. Your company made the mistake by failing to secure our reservation please admit your fault.
Below is the complete original email:
The night before our flight was scheduled to leave Seattle WA 12-19-2013, I called the Aston Paki Maui and was told by the desk employee Lisa that she could see the reservation in the system but there were no available rooms at the Aston Maui hotel or at any of the Aston properties. I found this appalling as I was holding an Aston Paki correspondence dated 08-23-2013 confirming our reservation 205955. We had a direct website booking at www.book.astonhotels.com dated 03-29-13 reservation number [redacted]. Given the solid reputation of the Aston hotel and the consistently high ratings, I felt that my reservation was fully secured. There was no reason to think that the promise could not be fulfilled. Further, I trusted your motto: "no matter the location, you can expect the same high standards and personal guest service we have been providing for decades."
The customer service policy was not met at all. I was forced to cancel our flight and absorb the ticket cost as it would have been a true disaster to travel all of the way from Seattle with three small children ages 1, 3, and 7 with no room or board. It would not make sense. We lost our airfare, but also lost out on our time.
For this I am writing to bring this to your attention and request for you to review this situation for correction. Attached you will find the copy of the original reservation 03-29-13, confirmation 08-23-13, and 2 airline references.
I can be reached by email [redacted]@yahoo.com or cell [redacted]. Thank you for your time and consideration.
Please review your records and Reconsider Mr. [redacted].

Aloha Mr. [redacted],
Thank you for bringing this issue to my attention. After doing a little research we found out where the problem was. If you had not let us know, this problem would have continued to grow without our knowledge. This is totally our mistake and I want to apologize for...

the frustrations that you have encountered with resolving what should have been a simple matter. I am sorry that [redacted] was unable to bring a meaningful resolution to you in a timely manner. I have asked that you be awarded 2000 miles instead of the usual 500 and I have been told this will take about one week to show up on your account.
I am also including my direct line if you need further assistance I would appreciate a call and want to be part of the solution. Finally, I hope you will change your mind and give our property another try. I would be happy to personally facilitate your reservations to make sure we deliver at the highest level for you.

Subject: ID: [redacted]Aloha,The complaint ID [redacted] submitted by [redacted] has been taken care of (please see email attached).On May 2nd, 2017 Russell D[redacted], Operations Manager contacted Mr. [redacted] & Ms. [redacted] to inform them of room damages found in the unit they last occupied. The...

room damage was a glass top of the coffee table which in total cost $355.10. It was unfortunate that I wasn’t able to be involved in the conversation and/ or decision which resulted in this issue for I was out of office on Temporary Disability. However, I was able to speak with Mr. [redacted] and Ms. [redacted] and although it may not change their mind of returning to our property, I sincerely apologized for the inconvenience and for not being here to speak with them initially. A refund was processed on May 12th, 2017 after speaking with them over the phone. I have since corrected procedures of all guest charges to ensure this does not happen again. Mahalo,Lyn D. M[redacted]General ManagerAston at Papakea