Dr. James L. Nagar

On 6/12/16, customer confirmed *** *** *** - bedroom, bath ocean front extra deluxe condo at the *** *** *** for the period of 7/5/16-7/19/The accommodation is a square foot fully equipped accommodation with full size kitchen, washer, dryer, separate living room, small dining
area and private lanai. It is located across yards of grassy lawn area overlooking Shipwreck beach, otherwise known as *** ***. Total cost for night stay with taxes $***5.07. On 7/5/16, customer checked into accommodation.Customer mentions a musty smell in accommodation and lack of air conditioning. *** *** *** is not equipped with an air conditioning nor do we advertise that the accommodation is equipped with this amenity. The customer did not contact us regarding this issue.Customer mentions pest control notices provided to all guests within *** *** by the *** *** *** Association, not Suite Paradise, regarding exterior and later, interior, pest control treatment. The *** *** *** Association schedules routine monthly pest control to minimize the amount of pests around and in *** accommodations. They do not intentionally choose to conduct these treatments during any one guests' vacation. In addition, they clearly noted on the notices that if there are any questions to contact them directly. Their phone number 808-742-is clearly stated on each notice. Although exterior pest control can not be deterred; interior pest control can. A guest may ask the *** *** *** Association not to enter the condo for the interior pest control and they will re-schedule. However, deterring pest control during it's normally scheduled monthly visits will mean that pests are more likely to enter a condo. The customer repeatedly mentions that pests were a large issue during her stay both on the exterior and interior, these monthly pest control visits assist in minimizing these occurrences. The customer had the opportunity to contact the *** *** *** Association regarding her displeasure of which according to her complain, she did. In this case, the interior pest control would be re-scheduled by the *** *** *** Association. On 7/17/16, the guest stated she complained to our Suite Paradise office of bugs and it was not acknowledged. On 7/18/16, our Suite Paradise office received an email of pests. Typically if a guest brings an issue of pests to our attention whether by phone, in person or by email, we will offer to spray or place a fogger in the accommodation. Unfortunately I do not have record of these options being offered. According to Revdex.com guest complaint, neither options would have satisfied the guest as she did not find the monthly scheduled pest control by the *** *** *** Association as acceptable. Please note that although her Revdex.com complaint stated that the guest was dealing with issues in the accommodation from the very beginning, none were brought to our attention until two days prior to her departure.On 7/19/16, the morning of departure it was brought to our attention that a staff member entered the customers accommodation. The staff member knocked first, after no answer, opened the door. The customer met the staff member at the door as mentioned in her complaint. The staff member introduced himself and asked if the guest will be departing that day, a *** *** *** serviceman was there to install a new phone modem. The customer stated that she would be departing that day and although upset about the situation, allowed the *** *** *** serviceman to enter and install the new phone modem. Unfortunately I do not have a *** of this event aside from the customer's recollection of the event happening at 920am. Later that morning our housekeeping staff also entered the accommodation inquiring if the guest was departing that day. Our check-out *** is 10am. The customer informed that she was and that she would be leaving shortly. I was available during the guest check out and she mentioned all of these issues to me at that ***. I offered to speak with her about the issues but she mentioned that she was leaving and will contact me by email. On 8/19/I received an email from the customer regarding issues. I corresponded with her by email over the next couple of weeks. Customer requested compensation of which she would not identify an amount for requested compensation. I spoke with my General Manager regarding the issue as well as the owners and addressed guest request for compensation. Each as well as myself was very apologetic and an offer for a return visit with two free nights was offered. The guest was unhappy about having to return in order to receive the two free nights. I spoke with both General Manager and owner once more and was able to refund one night on recent booking and one free night with return visit. I credited the customer credit card and emailed her. I received a response that she is in receipt of my email regarding the refund and free night on next visit, but nothing further. My last correspondence with the customer was on 9/11/I can provide email correspondence if necessary, however, customer name is provided in the email. Please advise if you would like me to send this along as well.Mahalo for your *** and consideration,Malia B***Office Manager

Complaint: [redacted]
I am rejecting this response because:In Response to Suite Paradise: I did not expect the accommodation to have air conditioning. This was not an issue, I was simply stating what lead up to the complaint. If [redacted] /[redacted] regularly schedules these monthly pest control treatments, they should advertise this so potential guests may inquire if the scheduled pest control treatment will be conducted during their potential stay. Had I been informed of pest control and/or issues with bugs, before I had made my reservation, I would have kept searching for another accommodation.  I made the best of the situation during my stay at [redacted] ([redacted]). This was my family vacation [redacted], a [redacted] to relax and enjoy, not deal with negative issues. The issues at the [redacted] were accumulative over the course of the stay. I informed Suite Paradise management about the bugs two days before my departure, and the rude, unprofessional behavior of the staff member on the day of my departure, because this is when these events took place. The fact that these complaints needed to be brought up at any point during my stay is disappointing. I wanted this to be in writing (email) because I only had [redacted] to give Suite Paradise management a quick version as I had a plane to catch. The staff member did not knock, but repeatedly banged on the door 3 [redacted]s, then immediately opened the door at 9:20 a.m. (check out is 10:00 a.m. unless otherwise arranged). He did not introduce himself, (I did read his name tag) just proceeded to ask if I would be checking out and that they needed to install a new phone modem. I have an email which details my accommodation and a working phone is included in this. The phone did not work the entire length of my stay, but was not an issue. The issue was being barged in on by a staff member to try and do a service that should have been performed on their [redacted], not mine. I did let the lady from the phone service come in to do her work as we were packing to leave. I had seen her outside and invited her to come in and install. This was not her fault that [redacted]/Suite Paradise had scheduled the appointment during the end of our stay, before checkout [redacted]. Three different appointments on three different days were scheduled during our stay:Mid term-One day to check the home for bugs, One day to spray for bugsDay of departure-Install new phone modem before checkout.All three appointments had been scheduled during my family vacation, which we paid $5,135.00 for a two week stay. On 8/27/2016 I was offered two free nights on a future booking. My last email correspondence with Suite Paradise was 9/14/16, which I let them know I was tired of wasting each others [redacted] with back and forth emails, and asked for a fair discount. On 10/03/16, Suite Paradise replied stating they had refunded my account in the amount of $366.79, and two free nights during on a future booking. There was no remorse during checkout and did not show that they cared or wanted to hear any complaints. The public has the right to be aware of how this business Suite Paradise treats customers. I have all the email correspondence with Suite Paradise if needed. Thank you,[redacted]
Sincerely,
[redacted]