Subject: complaint # [redacted] To Whom It May Concern: This is regarding: Complaint Product/Service: Pagoda Hilo Bay Hotel Purchase Date: 12/14/Problem Occurred: 12/14/Model: 275831404-Account Number: 275831404-Order Number: 275831404- After reviewing and investigating the said complaint, Pagoda Hilo Bay Hotel would like to apologize for the clerical error We would also like to honor the desired settlement for the inconvenience that Xiaoming S [redacted] and family had endured at check-in Pagoda Hilo Bay Hotel have refunded Xiaoming S**’s Visa credit card $and we have already contacted the Travel Agency that have arranged their hotel stay They will be refunding Xiaoming S [redacted] directly With Deepest Apologies, Geri E [redacted] Hotel Manager Pagoda Hilo Bay Hotel ph: (808) 935- web: www.castleresorts.com fax: (808) 969- email: [email protected]
[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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
To Whom It May Concern:Please accept our apologies for the confusion and lack of follow up on this guest concern The guest was charged a check-out cleaning fee which they believed to be a double charge The property did adjust off the cleaning fee for guest satisfaction, however as we were in the middle of changing over our property management system this was inadvertently missed.As we don't store customer credit card information we needed to contact the guest to insure we credited back their account.A refund was processed on March 24, for $to credit card ending in 4286.Sincerely,Robin G***VP of OperationsCastle Resorts & Hotels
To Whom It May Concern:In regards to the complaint by [redacted] , we are a condominium resort property that has a front desk open from A.M- P.Mdaily There are detailed instructions and after hours phone contact information for any issues that may occur after hours Mr [redacted] did not utilize any of these to express his concerns during his stay As we are in a tropical environment you will experience insects and gecko's in the Hawaii environment We do our best to mitigate these issues, but we cannot control guest leaving doors or windows open.We do apologize for the inconvenience of the Wi-Fi, and have corrected the issues as well as the adjustment to the air conditioner We found no evidence of cracks in the wall As the reservation was made through a third party we were not aware of any discrepancy or why Mr [redacted] needed to leave early Once the booking agent contacted us and advised we processed a refund of $on March 28, 2017, the same day we were notified.If the guest had contacted us during their stay we would have corrected any issues at that time.Thank you,Robin G***VP OperationsCastle Resorts & Hotels
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 [redacted] General Manager Mokihana of Kauai
Hi I was not provided any documentation regarding that, this is basically just their word against mine. But as I mentioned before, I had no choice other than to pay the fee as there was no way they were gonna refund my booking amount since it was non-refundable. It was either I pay the extra fee or I forfeit the whole amount paid for the booking
To Whom it May Concern:Please accept our sincerest apologies that the accommodations did not meet your requirements. You have been fully refunded for your stay, the final $was processed on July 17, 2017. We apologize for the delay, however we have a new property management system
and in order for us to process the refund we needed to check you in and then refund the stay. This is due to the fact that you had already checked in to the system upon your arrival.You should see a credit to your account soon.Sincerely,Castle Resorts & Hotels
To Whom It May Concern:In regards to the complaint by [redacted], we are a condominium resort property that has a front desk open from 8 A.M. - 5 P.M. daily. There are detailed instructions and after hours phone contact information for any issues that may occur after hours. Mr....
[redacted] did not utilize any of these to express his concerns during his stay. As we are in a tropical environment you will experience insects and gecko's in the Hawaii environment. We do our best to mitigate these issues, but we cannot control guest leaving doors or windows open.We do apologize for the inconvenience of the Wi-Fi, and have corrected the issues as well as the adjustment to the air conditioner. We found no evidence of cracks in the wall. As the reservation was made through a third party we were not aware of any discrepancy or why Mr. [redacted] needed to leave early. Once the booking agent contacted us and advised we processed a refund of $425.29 on March 28, 2017, the same day we were notified.If the guest had contacted us during their stay we would have corrected any issues at that time.Thank you,Robin G[redacted]VP OperationsCastle Resorts & Hotels
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
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 property. Unfortunately, this complaint was sent to the wrong place and
only now are we able to respond.
On March 2, 2016 this incident...
was reported to our front
desk at 6:20 pm. At 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 contacted. These guests asked the front desk agent
if they could move to a different room and the agent moved them. I will be
following up to see why luggage assistance wasn’t provided.
Upon my return to the property at 7:10 pm, security and I
spoke with these guests and they told me what had happened. I apologized and
told them that if they needed further assistance to let me know. The 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 minutes. I mentioned that I would be
submitting their incident report to our insurance carrier and that the carrier
would be contacting them to investigate this further. We 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 level. Unfortunately, if an
insurance company has to get involved this may delay the response process. Our
property and Castle Resorts & Hotels continually strive to not only meet
but exceed the expectations of each guest. We hope that these guests will
accept our sincere apology for not meeting their customer service expectations.
Sincerely,
Kevin R[redacted]
General Manager
Mokihana of Kauai
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Subject: complaint #[redacted] To Whom It May Concern: This is regarding: Complaint Background: Product/Service: Pagoda Hilo Bay Hotel Purchase Date: 12/14/2016 Problem Occurred: 12/14/2016 Model: 275831404-134081037464 Account...
Number: 275831404-134081037464 Order Number: 275831404-134081037464 After reviewing and investigating the said complaint, Pagoda Hilo Bay Hotel would like to apologize for the clerical error. We would also like to honor the desired settlement for the inconvenience that Xiaoming S** and family had endured at check-in. Pagoda Hilo Bay Hotel have refunded Xiaoming S**’s Visa credit card $26.04 and we have already contacted the Travel Agency that have arranged their hotel stay. They will be refunding Xiaoming S** directly. With Deepest Apologies, Geri E[redacted] Hotel Manager Pagoda Hilo Bay Hotel ph: (808) 935-0861 web: www.castleresorts.com fax: (808) 969-1417 email: [email protected]
I just spoke with this guest over the phone regarding the situation. The guest did not speak with the hotel management, but called the credit card bank who supposedly spoke with the hotel management who advised Ms. [redacted] we refused to refund. I did not speak with the cardholders...
bank. I did advise Ms. [redacted] that a partial refund was made on 9/30/16 and the remainder of the refund was processed today, 10/07/16.
To Whom it May Concern:The guest made a reservation through a 3rd party website which pulls it inventory from another travel website. The information regarding fees was not included in the website confirmation from the company the customer utilized. The Waikiki Grand is a condominium...
hotel which does not provide the same services a standard hotel has, such as daily housekeeping, 24 hour front desk, etc. The customer was informed to contact the company they made the reservation with to address this issue of not being informed. Our staff also asked the customer for a confirmation letter to see if the fees were indicated as they are for other companies, the customer was unable to provide our staff with the confirmation letter or any other details from the company they reserved the room through.Our suggestion to the customer was to seek compensation from the company they made the reservation with or provide our staff with documentation that they were not notified of the fee. They could not provide us with documentation, therefore we did not refund the guest.This property runs approximately 75-80% occupancy with guest paying the fee this person is challenging.Attached is the guest receipts and room invoice which they signed with the fee indicated.Sincerely,Robin GrafV.P. OperationsCastle Resorts & Hotels
[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
To Whom It May Concern:Please accept our apologies for the confusion and lack of follow up on this guest concern. The guest was charged a check-out cleaning fee which they believed to be a double charge. The property did adjust off the cleaning fee for guest satisfaction, however as we...
were in the middle of changing over our property management system this was inadvertently missed.As we don't store customer credit card information we needed to contact the guest to insure we credited back their account.A refund was processed on March 24, 2017 for $168.90 to credit card ending in 4286.Sincerely,Robin G[redacted]VP of OperationsCastle Resorts & Hotels
Subject: complaint # [redacted] To Whom It May Concern: This is regarding: Complaint Product/Service: Pagoda Hilo Bay Hotel Purchase Date: 12/14/Problem Occurred: 12/14/Model: 275831404-Account Number: 275831404-Order Number: 275831404- After reviewing and investigating the said complaint, Pagoda Hilo Bay Hotel would like to apologize for the clerical error We would also like to honor the desired settlement for the inconvenience that Xiaoming S [redacted] and family had endured at check-in Pagoda Hilo Bay Hotel have refunded Xiaoming S**’s Visa credit card $and we have already contacted the Travel Agency that have arranged their hotel stay They will be refunding Xiaoming S [redacted] directly With Deepest Apologies, Geri E [redacted] Hotel Manager Pagoda Hilo Bay Hotel ph: (808) 935- web: www.castleresorts.com fax: (808) 969- email: [email protected]
[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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
To Whom It May Concern:Please accept our apologies for the confusion and lack of follow up on this guest concern The guest was charged a check-out cleaning fee which they believed to be a double charge The property did adjust off the cleaning fee for guest satisfaction, however as we were in the middle of changing over our property management system this was inadvertently missed.As we don't store customer credit card information we needed to contact the guest to insure we credited back their account.A refund was processed on March 24, for $to credit card ending in 4286.Sincerely,Robin G***VP of OperationsCastle Resorts & Hotels
To Whom It May Concern:In regards to the complaint by [redacted] , we are a condominium resort property that has a front desk open from A.M- P.Mdaily There are detailed instructions and after hours phone contact information for any issues that may occur after hours Mr [redacted] did not utilize any of these to express his concerns during his stay As we are in a tropical environment you will experience insects and gecko's in the Hawaii environment We do our best to mitigate these issues, but we cannot control guest leaving doors or windows open.We do apologize for the inconvenience of the Wi-Fi, and have corrected the issues as well as the adjustment to the air conditioner We found no evidence of cracks in the wall As the reservation was made through a third party we were not aware of any discrepancy or why Mr [redacted] needed to leave early Once the booking agent contacted us and advised we processed a refund of $on March 28, 2017, the same day we were notified.If the guest had contacted us during their stay we would have corrected any issues at that time.Thank you,Robin G***VP OperationsCastle Resorts & Hotels
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 [redacted] General Manager Mokihana of Kauai
Hi I was not provided any documentation regarding that, this is basically just their word against mine. But as I mentioned before, I had no choice other than to pay the fee as there was no way they were gonna refund my booking amount since it was non-refundable. It was either I pay the extra fee or I forfeit the whole amount paid for the booking
To Whom it May Concern:Please accept our sincerest apologies that the accommodations did not meet your requirements. You have been fully refunded for your stay, the final $was processed on July 17, 2017. We apologize for the delay, however we have a new property management system
and in order for us to process the refund we needed to check you in and then refund the stay. This is due to the fact that you had already checked in to the system upon your arrival.You should see a credit to your account soon.Sincerely,Castle Resorts & Hotels
To Whom It May Concern:In regards to the complaint by [redacted], we are a condominium resort property that has a front desk open from 8 A.M. - 5 P.M. daily. There are detailed instructions and after hours phone contact information for any issues that may occur after hours. Mr....
[redacted] did not utilize any of these to express his concerns during his stay. As we are in a tropical environment you will experience insects and gecko's in the Hawaii environment. We do our best to mitigate these issues, but we cannot control guest leaving doors or windows open.We do apologize for the inconvenience of the Wi-Fi, and have corrected the issues as well as the adjustment to the air conditioner. We found no evidence of cracks in the wall. As the reservation was made through a third party we were not aware of any discrepancy or why Mr. [redacted] needed to leave early. Once the booking agent contacted us and advised we processed a refund of $425.29 on March 28, 2017, the same day we were notified.If the guest had contacted us during their stay we would have corrected any issues at that time.Thank you,Robin G[redacted]VP OperationsCastle Resorts & Hotels
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
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 property. Unfortunately, this complaint was sent to the wrong place and
only now are we able to respond.
On March 2, 2016 this incident...
was reported to our front
desk at 6:20 pm. At 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 contacted. These guests asked the front desk agent
if they could move to a different room and the agent moved them. I will be
following up to see why luggage assistance wasn’t provided.
Upon my return to the property at 7:10 pm, security and I
spoke with these guests and they told me what had happened. I apologized and
told them that if they needed further assistance to let me know. The 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 minutes. I mentioned that I would be
submitting their incident report to our insurance carrier and that the carrier
would be contacting them to investigate this further. We 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 level. Unfortunately, if an
insurance company has to get involved this may delay the response process. Our
property and Castle Resorts & Hotels continually strive to not only meet
but exceed the expectations of each guest. We hope that these guests will
accept our sincere apology for not meeting their customer service expectations.
Sincerely,
Kevin R[redacted]
General Manager
Mokihana of Kauai
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Subject: complaint #[redacted] To Whom It May Concern: This is regarding: Complaint Background: Product/Service: Pagoda Hilo Bay Hotel Purchase Date: 12/14/2016 Problem Occurred: 12/14/2016 Model: 275831404-134081037464 Account...
Number: 275831404-134081037464 Order Number: 275831404-134081037464 After reviewing and investigating the said complaint, Pagoda Hilo Bay Hotel would like to apologize for the clerical error. We would also like to honor the desired settlement for the inconvenience that Xiaoming S** and family had endured at check-in. Pagoda Hilo Bay Hotel have refunded Xiaoming S**’s Visa credit card $26.04 and we have already contacted the Travel Agency that have arranged their hotel stay. They will be refunding Xiaoming S** directly. With Deepest Apologies, Geri E[redacted] Hotel Manager Pagoda Hilo Bay Hotel ph: (808) 935-0861 web: www.castleresorts.com fax: (808) 969-1417 email: [email protected]
I just spoke with this guest over the phone regarding the situation. The guest did not speak with the hotel management, but called the credit card bank who supposedly spoke with the hotel management who advised Ms. [redacted] we refused to refund. I did not speak with the cardholders...
bank. I did advise Ms. [redacted] that a partial refund was made on 9/30/16 and the remainder of the refund was processed today, 10/07/16.
To Whom it May Concern:The guest made a reservation through a 3rd party website which pulls it inventory from another travel website. The information regarding fees was not included in the website confirmation from the company the customer utilized. The Waikiki Grand is a condominium...
hotel which does not provide the same services a standard hotel has, such as daily housekeeping, 24 hour front desk, etc. The customer was informed to contact the company they made the reservation with to address this issue of not being informed. Our staff also asked the customer for a confirmation letter to see if the fees were indicated as they are for other companies, the customer was unable to provide our staff with the confirmation letter or any other details from the company they reserved the room through.Our suggestion to the customer was to seek compensation from the company they made the reservation with or provide our staff with documentation that they were not notified of the fee. They could not provide us with documentation, therefore we did not refund the guest.This property runs approximately 75-80% occupancy with guest paying the fee this person is challenging.Attached is the guest receipts and room invoice which they signed with the fee indicated.Sincerely,Robin GrafV.P. OperationsCastle Resorts & Hotels
[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
To Whom It May Concern:Please accept our apologies for the confusion and lack of follow up on this guest concern. The guest was charged a check-out cleaning fee which they believed to be a double charge. The property did adjust off the cleaning fee for guest satisfaction, however as we...
were in the middle of changing over our property management system this was inadvertently missed.As we don't store customer credit card information we needed to contact the guest to insure we credited back their account.A refund was processed on March 24, 2017 for $168.90 to credit card ending in 4286.Sincerely,Robin G[redacted]VP of OperationsCastle Resorts & Hotels