Dirt Busters Carpet Cleaning

Complaint: [redacted] I am rejecting this response because:When I arrived, I requested to change my reservations from day rather than days, which was the original requestIn addition, I requested to change to a private room On the reservation receipt, toward the bottom of the page, under "special requirements", it states the following:"...We do not accept cancellations or changes via phone You must make your request in writing via email to [redacted] " When I arrived at the office, I asked for the changes to be made, and the manager came out behind a door & pointed to a sign on the desk that said that there were absolutely no refunds!!!! I asked to look at the room because the office was not very clean, and I wanted to see if the room reflected the same condition When I was taken to the room, it was actually a lot worse and I was not going to stay in a place that look like it had never been cleaned I did not say anything because I was fearful of what the consequences would be, especially since the man behind the desk mentioned that the place was not a hostel but a mental institutionI have stayed in other shared dorm room facilities on the mainland and in other countries and have never seen one as filthy as this one I made my final decision about not staying there, after seeing the room Sincerely, [redacted] ***

We run a small business hostel/hotel in Waikiki.We specialize in shared dormitories which are rooms with multiple people and bunkneds.They are shared rooms with shared bathroom.We have a website for our business ***Please check our policy you have to go through various stages
to get to this page.It is a box you have to click to pen to see the small rules. This customer *** *** made a resevation for a smae day che03-24-16.We have a strict no refund policy which they have to click and agree to before completeing and paying for the reservation.I have enclosed a copy of her reservation which a confirmation email is sent to our business and the customer.When she arrived in the office to cheshe wanted to change her reservation to a private room.She had reserved and paid for a shared dorm which had been garanteed for her and was available.We did not have any private rooms avallable.She then wanted to look at the dormitory roomeven though she knew that she had already pad for it and there was no refund.She did not complain about the condition as that was not a reason for her leaving.I do not knew if this customer fully understood what a shared dorm room is but she had changed her mind even before seeing the room.There was no reason for a refund as we had alternative shared dormitories if she was not happy with the first one offered.She chose to leave with the knowledge there would be no refund.Yours Sincerely Pacific Ohana Rep

Complaint: [redacted]
I am rejecting this response because:When I arrived, I requested to change my reservations from 1 day rather than 2 days, which was the original request. In addition, I requested to change to a private room.  On the reservation receipt, toward the bottom of the page, under "special requirements", it states the following:"...We do not accept cancellations or changes via phone.  You must make your request in writing via email to [redacted]"  When I arrived at the office, I asked for the changes to be made, and the manager came out behind a door & pointed to a sign on the desk that said that there were absolutely no refunds!!!! I asked to look at the room because the office was not very clean, and I wanted to see if the room reflected the same condition.  When I was taken to the room, it was actually a lot worse and I was not going to stay in a place that look like it had never been cleaned.  I did not say anything because I was fearful of what the consequences would be, especially since the man behind the desk mentioned that the place was not a hostel but a mental institution. I have stayed in other shared dorm room facilities on the mainland and in other countries and have never seen one as filthy as this one.  I made my final decision about not staying there, after seeing the room. 
Sincerely,
[redacted]