Hotel Coral Reef, LLC

[redacted] Hi ***, Thank you As I said, I did not see this because it went to my e-mail spam folder I have not heard from anybody from the [redacted] *** According to what I read from Chris B***, he was supposed to deal with us directly, but he did not What is the next step in dealing with this matter? Thank you, [redacted] ***

To whom it may concern:We have searched our emails and this is the FIRST notice we have received from the Revdex.com.It saddens us to hear of one of our guests did not enjoy their visit. We have a received awards for outstanding service and are referred by many of our guests. We take all complaints...

seriously and will attempt to reconstruct the guest experience based on our records and will address this complaint directly.To ensure proper attention, please to direct all future correspondence to me directly - [redacted]s@[redacted]Thank you kindly,Chris B[redacted]

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[redacted]Thank you for reaching out to us regarding your stay back in February 2017. ([redacted]) Complaint # [redacted]We know that during your visit, both you and your husband appeared to be very ill and sick with with some sort of virus, so much so that we urged you to seek care at the local Urgent Care facility.  We did take extra care to launder all of your bedding each day separate from all of our other laundry and to disinfect the common areas and your room areas to minimize the transmission of the virus from which you were suffering.You were booked into our most economical room type via [redacted] - in one of our Economy Queen Rooms.  All rooms of this nature are located up a double flight of stairs on an upper level.Observing that your husband was struggling with the stairs, and that we were virtually completely booked in all Economy and Oceanfront rooms, we did upgrade at an additional fee into the Oceanfront room for the only night that it was available, with the understanding that you would need to move back to the Economy wing the following evenings, as we were 100% sold out during the remaining nights of your planned stay.It is unfortunate that you experienced pest activity in your rooms.  We do take pest control seriously, and have a professional extermination service that treats the property on an ongoing basis, and have also installed ultrasonic pest control devices in all of the rooms.  It is a rare instance when a guest experiences excessive pest activity, particularly in multiple rooms.  As a former resident of Hawaii, you are aware that we do share the island with a variety of wildlife, all part of island living, and we all do our best to co-exist and minimize the interaction.Although we are not in a position to provide a refund, we do understand that you did not enjoy your stay, and would like for you to experience our hotel on a future visit when you are both feeling well and healthy for travel.  We would like to offer you a complementary night in one of our ground floor Oceanfront rooms (to minimize the use of stairs), and would be happy to send you a gift certificate for you to use in the future, or to gift to a friend or family member.  An Oceanfront night in February, our peak travel season, is valued at $299 (Rates vary by season).Please respond to this communication, and we will send you the gift certificate promptly.  Please also forward a message to the Revdex.com to mark this case as "resolved" so that we may move together past this issue.Thank you for bringing the details of this to our attention, and we will strive to provide Aloha to our future guests, which will hopefully include you and/or your family.Mahalo,Christopher B[redacted]Operating PartnerHotel Coral Reef4-1516 Kuhio HwyKapaa, HI 96746[redacted]
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[redacted]     As I explained to the Revdex.com, I did not see your response to my complaint because it went to my spam e-mail.  I called the Hawaii Revdex.com to find out that you did respond as follows: To whom it may concern:We have searched our emails and this is the FIRST notice we have received from the Revdex.com.It saddens us to hear of one of our guests did not enjoy their visit. We have a received awards for outstanding service and are referred by many of our guests. We take all complaints seriously and will attempt to reconstruct the guest experience based on our records and will address this complaint directly.To ensure proper attention, please to direct all future correspondence to me directly - [redacted]Thank you kindly,Chris B[redacted]     Included in your message is the statement:   will attempt to reconstruct the guest experience based on our records and will address this complaint directly.     So far, I have not received any direct response from you.  So, if you wish to address the matter, you may reply to this e-mail.  My husband, [redacted] and I are both long time residents of Hawaii.  We know a lot of people throughout the islands and would like to be able to recommend your hotel to friends and family.  However, based on our stay at the Hotel Coral Reef, we have been recommending other hotels on the island of Kauai.     Nothing is going to be perfect at any hotel, or with any vacation.  My husband and I went to Kauai because it was my birthday and Valentine's Day.  Unfortunately, we were still sick with the flu and my husband has a lot of pain from injuries, being a disabled veteran.  We only wanted a comfortable room and a friendly, relaxing atmosphere.  I must say, everyone working at the hotel was very friendly, and it is always relaxing being near to the ocean.  But for my husband to have to walk up & down stairs, to have to be killing roaches in all 3 of the rooms we were moved around to, and for me to have sore ribs for 4 weeks after sleeping on what felt like a box spring in the last room we were in, is just a really bad hotel experience.     Well, I just think something more than a "sorry" from your hotel would be appreciated.Thanks and Aloha,[redacted]

Complaint: [redacted]
I am rejecting this response because:     First of all, the offer of a gift certificate for one free night means to us, that we would have to spend extra money to stay at the hotel again.  Because we don't live on Kauai, we would not spend just one night in a hotel.  So then, we get one free ocean front room and then have to either spend $299 for additional nights, or move to a different room.     Second, we do understand about the roach problem in Hawaii, but to us, in a hotel, it is unacceptable.  We don't have any roaches in our Hawaii house, which is in the middle of a valley containing all kinds of wildlife.       Third, we don't plan on going to Kauai for possibly at least 2 years from now.  We don't want to give the gift certificate to friends or family for the same reason I mentioned about having to pay for additional nights.     We appreciate the gesture, and also that the hotel took extra caution with doing our laundry, due to the fact that my husband and I had the flu.  At the same time, we wonder if the hotel checks with all guests as to whether or not they have any infectious diseases.  In other words, we think all rooms should be cleaned with the same concern for the health of the guests.     A better resolution to this complaint for us, rather than a $299 ocean front room, would be $299 refund to our credit card.  Then maybe in 2 years we would consider going back to the Hotel Coral Reef.
Sincerely,
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[redacted] [redacted] [redacted]   Hi [redacted],        Thank you.  As I said, I did not see this because it went to my e-mail spam folder.  I have not heard from anybody from the [redacted].  According to what I read from Chris B[redacted], he was supposed to deal with us directly, but he did not.       What is the next step in dealing with this matter?   Thank you, [redacted]