Honolulu Airport Hotel

Initial Business Response / [redacted] (1000, 7, 2014/03/24) */ Contact Name and Title: [redacted] GM Contact Phone: [redacted] Contact Email: [redacted] @outrigger.com Aloha Revdex.com, I am very sorry to hear that Mr [redacted] 's stay at our hotel was tarnished due to mistakes in the billing procedure The Airport Honolulu Hotel is home for hundreds of military personnel transitioning to and from the islands each month and I can assure you this type of error is rareWhen we discovered the credit card was charged twice we immediately contacted Mr [redacted] to inform him of the mistake and made the needed corrections through our accounting department on the first business day, MondayI understand Mr [redacted] frustration but I want to assure the Revdex.com that there was no "theft" or "money stolen" as stated in the complaint and all corrections were made on March 3, It is our understanding that since the US Government is paying for the room charges of our TLA guests we can only compensate a TLA guest by non-monetary means such as a free dinnerWith this in mind I would like to again offer to Mr [redacted] and three guests a complimentary Crab Leg Buffet dinner at the Best Western, The Plaza Hotel, as a token of our apologiesHe can contact me at [redacted] @outrigger.com or ***- [redacted] and I can make the arrangements for him Again, please extend my apology to Mr [redacted] for the inconvenience this has caused Sincerely, [redacted] General Manager Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/03/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Why would I want to eat at their restaurant if I receive such dissatisfactory service? And the military did pay be a temporary lodging allowance which I promptly paid to the hotelThe money they took was additional to that payment owed to themThey billed me twice for a two week stay on two separate occasions at a rate of $a nightThe money they double billed me was money that I earned through my military service, not money that was due to their hotelI would have understood if it was a one time occurrence but twice in a row this happenedIt put me in dire financial standing because I had over $taken in the two incidencesHad I not had savings I would not have been able to eat or pay for gas! Saying sorry is not good enough, and adding a crummy dinner is not satisfactory Final Business Response / [redacted] (1000, 14, 2014/04/17) */ Contact Name and Title: [redacted] GM Contact Phone: Contact Email: [redacted] @outrigger.com Aloha Revdex.com, It is disheartening the Mr [redacted] was not satisfied with our apologies and offer of compensationAll corrections for the erroneous credit card charges were made long agoI would certainly like to resolve this issue to Mr [redacted] 's satisfaction but it is the hotel's understanding that any cash refunds for a TLA guest on government orders needs to be returned to the governmentTo protect Mr [redacted] and the hotel, I believe that proper forum for Mr [redacted] 's request is through the TLA Housing Office and not the Revdex.comPlease let me know if my information is incorrect Sincerely, [redacted] General Manager

Initial Business Response /* (1000, 7, 2014/03/24) */
Contact Name and Title: [redacted] GM
Contact Phone: 808[redacted]
Contact Email: [redacted]@outrigger.com
Aloha Revdex.com,
I am very sorry to hear that Mr. [redacted]'s stay at our hotel was tarnished due to mistakes in the billing procedure. ...

The Airport Honolulu Hotel is home for hundreds of military personnel transitioning to and from the islands each month and I can assure you this type of error is rare. When we discovered the credit card was charged twice we immediately contacted Mr. [redacted] to inform him of the mistake and made the needed corrections through our accounting department on the first business day, Monday. I understand Mr. [redacted] frustration but I want to assure the Revdex.com that there was no "theft" or "money stolen" as stated in the complaint and all corrections were made on March 3, 2014.
It is our understanding that since the US Government is paying for the room charges of our TLA guests we can only compensate a TLA guest by non-monetary means such as a free dinner. With this in mind I would like to again offer to Mr. [redacted] and three guests a complimentary Crab Leg Buffet dinner at the Best Western, The Plaza Hotel, as a token of our apologies. He can contact me at [redacted]@outrigger.com or [redacted] and I can make the arrangements for him.
Again, please extend my apology to Mr. [redacted] for the inconvenience this has caused.
Sincerely,
[redacted]
General Manager
Initial Consumer Rebuttal /* (3000, 10, 2014/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Why would I want to eat at their restaurant if I receive such dissatisfactory service? And the military did pay be a temporary lodging allowance which I promptly paid to the hotel. The money they took was additional to that payment owed to them. They billed me twice for a two week stay on two separate occasions at a rate of $135 a night. The money they double billed me was money that I earned through my military service, not money that was due to their hotel. I would have understood if it was a one time occurrence but twice in a row this happened. It put me in dire financial standing because I had over $3000 taken in the two incidences. Had I not had savings I would not have been able to eat or pay for gas! Saying sorry is not good enough, and adding a crummy dinner is not satisfactory.
Final Business Response /* (1000, 14, 2014/04/17) */
Contact Name and Title: [redacted] GM
Contact Phone: 8086733124
Contact Email: [redacted]@outrigger.com
Aloha Revdex.com,
It is disheartening the Mr. [redacted] was not satisfied with our apologies and offer of compensation. All corrections for the erroneous credit card charges were made long ago. I would certainly like to resolve this issue to Mr. [redacted]'s satisfaction but it is the hotel's understanding that any cash refunds for a TLA guest on government orders needs to be returned to the government. To protect Mr. [redacted] and the hotel, I believe that proper forum for Mr. [redacted]'s request is through the TLA Housing Office and not the Revdex.com. Please let me know if my information is incorrect.
Sincerely,
[redacted]
General Manager