Aloha,
As General Manager for Mokihana of Kauai I would like to
take this
opportunity to respond to the complaint that has been filed against
our propertyUnfortunately, this complaint was sent to the wrong place and
only now are we able to respond
On March 2, this incident was reported to our front
desk at 6:pmAt the time this was reported, I was away from the property
and was immediately notified that our on-site security personnel and the Kauai
Police Department had been contactedThese guests asked the front desk agent
if they could move to a different room and the agent moved themI will be
following up to see why luggage assistance wasn’t provided
Upon my return to the property at 7:pm, security and I
spoke with these guests and they told me what had happenedI apologized and
told them that if they needed further assistance to let me knowThe next day
when they checked out, they requested to speak with me again and I met with
them in the main lobby for about five minutesI mentioned that I would be
submitting their incident report to our insurance carrier and that the carrier
would be contacting them to investigate this furtherWe apologize that it took
two weeks for the insurance carrier to respond
In closing, we do our best to remedy any issue as quickly
and efficiently as possible at the property levelUnfortunately, if an
insurance company has to get involved this may delay the response processOur
property and Castle Resorts & Hotels continually strive to not only meet
but exceed the expectations of each guestWe hope that these guests will
accept our sincere apology for not meeting their customer service expectations
Sincerely,
Kevin R***
General Manager
Mokihana of Kauai
My husband and I made an online reservation for a specific room at the Waimea Country Lodge two months in advanceWe received an online confirmation with a picture of the room we booked and paid forWhen we stopped by the motel to view the room two weeks later they showed us a different room, much smaller and in worse conditionIf we wanted the room we originally booked we would have had to pay another $50+ per nightThis was unacceptable, it's called 'bait and switch'My husband talked to the motel manager who was unwilling to help us, as well as the central reservation line, who ultimately hung up on usWe have now canceled the room, hopefully we will receive a full refund
Aloha,
As General Manager for Mokihana of Kauai I would like to
take this
opportunity to respond to the complaint that has been filed against
our propertyUnfortunately, this complaint was sent to the wrong place and
only now are we able to respond
On March 2, this incident was reported to our front
desk at 6:pmAt the time this was reported, I was away from the property
and was immediately notified that our on-site security personnel and the Kauai
Police Department had been contactedThese guests asked the front desk agent
if they could move to a different room and the agent moved themI will be
following up to see why luggage assistance wasn’t provided
Upon my return to the property at 7:pm, security and I
spoke with these guests and they told me what had happenedI apologized and
told them that if they needed further assistance to let me knowThe next day
when they checked out, they requested to speak with me again and I met with
them in the main lobby for about five minutesI mentioned that I would be
submitting their incident report to our insurance carrier and that the carrier
would be contacting them to investigate this furtherWe apologize that it took
two weeks for the insurance carrier to respond
In closing, we do our best to remedy any issue as quickly
and efficiently as possible at the property levelUnfortunately, if an
insurance company has to get involved this may delay the response processOur
property and Castle Resorts & Hotels continually strive to not only meet
but exceed the expectations of each guestWe hope that these guests will
accept our sincere apology for not meeting their customer service expectations
Sincerely,
Kevin R***
General Manager
Mokihana of Kauai
My husband and I made an online reservation for a specific room at the Waimea Country Lodge two months in advanceWe received an online confirmation with a picture of the room we booked and paid forWhen we stopped by the motel to view the room two weeks later they showed us a different room, much smaller and in worse conditionIf we wanted the room we originally booked we would have had to pay another $50+ per nightThis was unacceptable, it's called 'bait and switch'My husband talked to the motel manager who was unwilling to help us, as well as the central reservation line, who ultimately hung up on usWe have now canceled the room, hopefully we will receive a full refund
[redacted]
[redacted]
[redacted]
[redacted]Dear Sir,I don’t believe this complaint belongs to us. We show no guest by the name of [redacted]....
Please call me at [redacted] should you need to discuss this.Thanks and aloha!PACIFIC MARINA INN