Initial Business Response /* (1000, 5, 2014/03/13) */
As always we are very saddened when a guest is unhappyHowever, I have to take exception with this guests comments as we did in fact provide a continental breakfast of coffee, teas and homebaked muffins as we are required to do by the
online booking services he make his reservation throughThis guest booked the room two days prior to arrival and apparently didn't take the time to do his homeworkIf he had bothered to contact us or to read any of our reviews, it would have been very clear that to most guests we do not in fact provide breakfast as our units are all equipped with kitchensThere are ample comments regarding the nature of the breakfast provided being only muffins and coffeeSo while I am very sorry they were not satisfied, we did in fact provide that which was advertised
Final Consumer Response /* (4200, 14, 2014/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You choose to use an online booking serviceThat booking service tells customer that there is no need to contact you
The appropriate place to make it clear would be the homepage of your web siteThis would be an easy fix, and eliminate the perception of bait and switch advertisingThis would be better for your customers, and better for your reputaion
Final Business Response /* (4000, 12, 2014/03/18) */
First let me apologize to this guest for their bad experience with usOur goal is to make sure that a guests visit to Kauai is the best that it can be and we are always sad when this goal is not met
Guests who book with an online booking service, as this guest did, are provided with a continental breakfast of homemade muffins, coffee and tea as mentioned in the advertising for the online serviceWe encourage guests to contact us prior to making a reservation so we can get to know them and explain exactly what we offer for servicesSome folks find that what we offer is not what they are looking for an choose to stay elsewhereThis guest unfortunately did not contact us prior to arrival so we had no way of knowing what their expectations wereAgain, we are sorry that their expectations were not met and hope that they were able to find an accommodation more suitable to their needs
Initial Business Response /* (1000, 5, 2014/03/13) */
As always we are very saddened when a guest is unhappyHowever, I have to take exception with this guests comments as we did in fact provide a continental breakfast of coffee, teas and homebaked muffins as we are required to do by the
online booking services he make his reservation throughThis guest booked the room two days prior to arrival and apparently didn't take the time to do his homeworkIf he had bothered to contact us or to read any of our reviews, it would have been very clear that to most guests we do not in fact provide breakfast as our units are all equipped with kitchensThere are ample comments regarding the nature of the breakfast provided being only muffins and coffeeSo while I am very sorry they were not satisfied, we did in fact provide that which was advertised
Final Consumer Response /* (4200, 14, 2014/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You choose to use an online booking serviceThat booking service tells customer that there is no need to contact you
The appropriate place to make it clear would be the homepage of your web siteThis would be an easy fix, and eliminate the perception of bait and switch advertisingThis would be better for your customers, and better for your reputaion
Final Business Response /* (4000, 12, 2014/03/18) */
First let me apologize to this guest for their bad experience with usOur goal is to make sure that a guests visit to Kauai is the best that it can be and we are always sad when this goal is not met
Guests who book with an online booking service, as this guest did, are provided with a continental breakfast of homemade muffins, coffee and tea as mentioned in the advertising for the online serviceWe encourage guests to contact us prior to making a reservation so we can get to know them and explain exactly what we offer for servicesSome folks find that what we offer is not what they are looking for an choose to stay elsewhereThis guest unfortunately did not contact us prior to arrival so we had no way of knowing what their expectations wereAgain, we are sorry that their expectations were not met and hope that they were able to find an accommodation more suitable to their needs