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Global Financial Group Inc.

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Global Financial Group Inc. Reviews (1)

Aloha,It is always disappointing to have an unhappy guest or in this case a potential guest.Please allow a little background on the process followed by report from the Reservations/Sales Manager on duty that night:The *** booked through their personal travel agency who in turn booked with
a wholesaler The wholesaler then called us to book the luau This is a very typical situation We would not be in a position to refund the *** since they actually made payment to others who we in turn invoice In order to effectively maintain business relationships we must honor or defer to the policies of the agencies we work with and generally refer guests back to those agencies As you can see from the following report, this is exactly what we did The agency did not request a full or partial refund and, in fact, the following morning agreed to be charged in full for the "no show" reservationIt would be at their discretion as to whether or not to refund their customer In this particular case we were "sold out" weeks in advance, we attempted to contact the guests all the way to the start of the luau, but because we were not able to make contact, the six seats that were reserved for them were left empty for the evening We have waitlists almost every night and there would have been an opportunity to resell the seats and work out the options with the wholesaler, but in this case we were not comfortable releasing the seats without communicating with and knowing the status of the ***Again, we are disappointed that the *** feel mistreated From reports from several managers and staff who were involved that night, their behavior was not pleasant or cooperative over the phone Though we have a 10AM cancellation period, we are happy to be flexible if we have the time to resell the seats to waitlisted guests In this case we tried our best to accommodate the guests on the following night (even though the seats were unsold for the previous night), but no seats opened up to accommodate them Mahalo for the opportunity to clarify the situation Michael M***Old Lahaina Luau Reservations/Sales Manager report:The Alwell family had reservations to attend our luau on Monday, 07/06/through a wholesaler, Aloha VIP Tours. Our cancellation policy allows confirmed guests up until 10:am of their scheduled luau to cancel without penalty. Any cancellation after that point or no-shows are charged in full. On occasion, we make exception to these policies if seats get re-sold. When it appeared the *** may arrive late for their reservation or miss their reservation, a call was made to the party’s cell phone on file and a message was left to remind them of their reservation and to review our late cancellation/no-show policies. We did not receive a response to this message. Ultimately, the seats we reserved for them went un-used. On 07/07/at 9:37am, an agent from our Sales office called to notify the party’s wholesaler of the no-show and impending full charge. Discussion with the wholesaler resulted in our Sales Agent setting up a waitlist reservation for the *** on 07/in case we received cancellations that would allow us to host them on 07/since they missed their reservation on 07/06. Follow up calls at 12:20pm and 2:45pm were made by the *** wholesaler to check on the party’s status on our waiting list. Unfortunately, there weren’t enough seats that opened up for the *** through cancellation and we were unable to honor their reservation. At around 2:50pm MsAlwell called our Sales office demanding they be accommodated. The initial agent escalated the call to a manager since the agent was unable to resolve the matter with MsAlwell. When our manager received MsAlwell, he listened to MsAlwell explain her faults in missing their luau date but demanded they be accommodated. The steps taken to assist them through our waiting list were explained to MsAlwell. A final offer of assistance through their coming to the luau as a standby guest was offered, but also advised that accommodating them in this fashion wasn’t a guarantee. In the end, MsAlwell was informed they would need to go back to their travel agent for assistance on a refund if that was what they wanted to pursue. MrAlwell barged in on the call and the points of discussion were reiterated with him to which he had many derogatory statements to share. We’re sorry the Alwell’s experience was not what they hoped for in a luau, however, we went above and beyond in assisting them. An attempt to follow up with them directly when they were nearing the point of missing their reservation was made, attempts were made to reschedule them and although it wasn’t a guarantee feel that our alternative offer of their trying our stand by service were ways we tried to assist. Therefore, we don’t feel their request for a refund is justified Matthew Erickson

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