Our system is configured to pre-authorize 25% above all credit card transactions to allow possible gratuities. This is only a pre-authorization. Once actual charges are settled, any unused authorization are released by the financial institution. This is not an overcharge, we apologize for the...
inconvenience and for the confusion. We are able to provide a scanned copy of the final settlement if Mr. [redacted] wishes.
During the guests’ stay with us the following complaints were brought to the Manager’s attention. The pool remained closed, some of the elevators went down twice during their stay resulting in longer wait times for all guests, and the chances of upgrading from their one bedroom mountain view suite...
with two double beds. Weather caused some delays in opening the pool on time but we offered a map of where 4 other pools were located on the 22-acre property, as well as pointed out the beach and lagoon locations which all guests have access to. The compensation for the wait times and the pool being closed resulted in the following: 70,000 Hhonor reward points credited to the guest’s account, $50 resort credit, and a voucher for complimentary use of beach umbrella and two chairs on the beach. The upgrade request is always based on availability and at the time, we were running 95% occupancy in the building. The responding Manager did offer an upgrade from the mountain view suite to a partial ocean view suite but the guest declined needing two double beds in the room. The manager did extend a courtesy to contact the guest if anything with two beds opens in a one bedroom suite in a higher category. The guests took it upon themselves to look online to see if there were any other openings in a larger room and came across the Penthouse units, which are at a much higher point and price, and upgrades to not apply to these rooms. The guest came down to talk to another manager and demanded to be put into the penthouse since it was available and was advised that upgrades to the penthouse do not apply.
Hello, The Hilton has offered to send me a voucher for 1 night free. A voucher for a hotel that I no longer wish to patronize is not acceptable for the terrible experiences I had during my stay. I am not asking for a full refund; I would rather receive a refund for the one night...
they are wiling to credit me. I also would like for this hotel to be reinspected by the health department. Thank you.
Complaint: [redacted]
I am rejecting this response because: I appreciate the efforts made by the hotel to investigate the incident. However, I still don't understand the outcome. I locked the bag into the safe when I checked in. I still have the code with me. According to the hotel staff whom I spoke to, the safe would not unlock by itself. Someone must unlocked it after I checked out. They need to interview the housekeeping staff who cleaned the room when I left. I know that most likely I will not be able to get my bag back. Thank Revdex.com for your help!
Sincerely,
[redacted]
From: [redacted] Sent: Tuesday, July 07, 2015 9:42 AM To: [redacted] Subject: Cas # [redacted] Aloha [redacted], It was nice speaking to you this morning on the phone. I just wanted to let you know that I spoke to the guest which is from Korea with a...
translator and the issues has been resolved. We do not have anything in writing since it was all done via phone. Please let me know if you need anything further on this iisue. [redacted] General Manager Hilton Grand Vacations Club Grand Waikikian Tower, Lagoon Tower, Kalia Tower, Grand Islander Tower at Hilton Hawaiian Village [redacted]
January 21, 2016Aloha,
Mr. David M[redacted], our Director of Rooms, spoke with Mrs. [redacted]
yesterday afternoon (01/20/16) and they agreed to meet halfway, wherein Hilton Hawaiian Village will refund 50,000 of the
100,00 points used for the Oct 28 – 30, 2015 stay. We also
upgraded M/M...
[redacted] to a 12 type (aka junior suite) in [redacted] while they
were here.
Mrs. [redacted] said she is satisfied
with the outcome and we will purchase the points. Mr. David M[redacted] also advised Mrs. [redacted] to
allow up to 30 business days for the HH points to appear in her account.Should you have any questions, or require additional information, please contact me directly at [redacted] or at [redacted].Regards,Mumi M[redacted]Executive OfficeHilton Hawaiian Village
Aloha,We have communicated directly to Mr. [redacted] and have resolved the dispute. See attached for further details.Please let us know if you require additional information or have any questions. Regards,Mumi M[redacted]Hilton Hawaiian Village Waikiki Beach Resort - Executive Office
This is our formal response to complaint ID [redacted]. After the review of internal reports, we have the following summary:The guest called six (6) days after check-out to inquire about apurse left inside the in-room safe. Several guests arrived and departed from the some room without requesting to...
access a lock safe in the room. Housekeeping serviced the room multiple times within the six days without requesting Security assistance to unsecure the In-room safe. Lost and found databasewas searched with negativeresults. Lastly, there is no record on lock interrogation report of Security accessing the room.In conclusion, there is no evidence to indicate that the guest left the purse
secured inside the in room safe.For more detailed information, please see the attached inter-office memorandum from our Safety & Security Department.Should you have any questions. or require additional information, please email me at [redacted].Sincerely, Tracy W[redacted]General Manager
Aloha!The refund was processed on June 7 in the amount of $31.41 as a credit to her [redacted] account. David M[redacted], Director of rooms left a voice mail at 2:52 pm today (June 14, 2016) for the guest advising of the refund and inviting her to call him if she has any...
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]
Our system is configured to pre-authorize 25% above all credit card transactions to allow possible gratuities. This is only a pre-authorization. Once actual charges are settled, any unused authorization are released by the financial institution. This is not an overcharge, we apologize for the...
inconvenience and for the confusion. We are able to provide a scanned copy of the final settlement if Mr. [redacted] wishes.
During the guests’ stay with us the following complaints were brought to the Manager’s attention. The pool remained closed, some of the elevators went down twice during their stay resulting in longer wait times for all guests, and the chances of upgrading from their one bedroom mountain view suite...
with two double beds. Weather caused some delays in opening the pool on time but we offered a map of where 4 other pools were located on the 22-acre property, as well as pointed out the beach and lagoon locations which all guests have access to. The compensation for the wait times and the pool being closed resulted in the following: 70,000 Hhonor reward points credited to the guest’s account, $50 resort credit, and a voucher for complimentary use of beach umbrella and two chairs on the beach. The upgrade request is always based on availability and at the time, we were running 95% occupancy in the building. The responding Manager did offer an upgrade from the mountain view suite to a partial ocean view suite but the guest declined needing two double beds in the room. The manager did extend a courtesy to contact the guest if anything with two beds opens in a one bedroom suite in a higher category. The guests took it upon themselves to look online to see if there were any other openings in a larger room and came across the Penthouse units, which are at a much higher point and price, and upgrades to not apply to these rooms. The guest came down to talk to another manager and demanded to be put into the penthouse since it was available and was advised that upgrades to the penthouse do not apply.
Hello, The Hilton has offered to send me a voucher for 1 night free. A voucher for a hotel that I no longer wish to patronize is not acceptable for the terrible experiences I had during my stay. I am not asking for a full refund; I would rather receive a refund for the one night...
they are wiling to credit me. I also would like for this hotel to be reinspected by the health department. Thank you.
Complaint: [redacted]
I am rejecting this response because: I appreciate the efforts made by the hotel to investigate the incident. However, I still don't understand the outcome. I locked the bag into the safe when I checked in. I still have the code with me. According to the hotel staff whom I spoke to, the safe would not unlock by itself. Someone must unlocked it after I checked out. They need to interview the housekeeping staff who cleaned the room when I left. I know that most likely I will not be able to get my bag back. Thank Revdex.com for your help!
Sincerely,
[redacted]
From: [redacted] Sent: Tuesday, July 07, 2015 9:42 AM To: [redacted] Subject: Cas # [redacted] Aloha [redacted], It was nice speaking to you this morning on the phone. I just wanted to let you know that I spoke to the guest which is from Korea with a...
translator and the issues has been resolved. We do not have anything in writing since it was all done via phone. Please let me know if you need anything further on this iisue. [redacted] General Manager Hilton Grand Vacations Club Grand Waikikian Tower, Lagoon Tower, Kalia Tower, Grand Islander Tower at Hilton Hawaiian Village [redacted]
January 21, 2016Aloha,
Mr. David M[redacted], our Director of Rooms, spoke with Mrs. [redacted]
yesterday afternoon (01/20/16) and they agreed to meet halfway, wherein Hilton Hawaiian Village will refund 50,000 of the
100,00 points used for the Oct 28 – 30, 2015 stay. We also
upgraded M/M...
[redacted] to a 12 type (aka junior suite) in [redacted] while they
were here.
Mrs. [redacted] said she is satisfied
with the outcome and we will purchase the points. Mr. David M[redacted] also advised Mrs. [redacted] to
allow up to 30 business days for the HH points to appear in her account.Should you have any questions, or require additional information, please contact me directly at [redacted] or at [redacted].Regards,Mumi M[redacted]Executive OfficeHilton Hawaiian Village
Aloha,We have communicated directly to Mr. [redacted] and have resolved the dispute. See attached for further details.Please let us know if you require additional information or have any questions. Regards,Mumi M[redacted]Hilton Hawaiian Village Waikiki Beach Resort - Executive Office
This is our formal response to complaint ID [redacted]. After the review of internal reports, we have the following summary:The guest called six (6) days after check-out to inquire about apurse left inside the in-room safe. Several guests arrived and departed from the some room without requesting to...
access a lock safe in the room. Housekeeping serviced the room multiple times within the six days without requesting Security assistance to unsecure the In-room safe. Lost and found databasewas searched with negativeresults. Lastly, there is no record on lock interrogation report of Security accessing the room.In conclusion, there is no evidence to indicate that the guest left the purse
secured inside the in room safe.For more detailed information, please see the attached inter-office memorandum from our Safety & Security Department.Should you have any questions. or require additional information, please email me at [redacted].Sincerely, Tracy W[redacted]General Manager
Aloha!The refund was processed on June 7 in the amount of $31.41 as a credit to her [redacted] account. David M[redacted], Director of rooms left a voice mail at 2:52 pm today (June 14, 2016) for the guest advising of the refund and inviting her to call him if she has any...
questions.Mahalo,Mumi M[redacted]EA/Special Projects Manager - Executive OfficeHILTON HAWAIIAN VILLAGE WAIKIKI BEACH RESORT
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]