Island Hotel Newport Beach

Revdex.com:
This complaint has been satisfactorily resolved with the business in question
Regards,
*** ***

Dear Revdex.com of Orange County,
I am sorry for not responding earlier to your email but it had ended up in my spam folder.
In regards to the complaint, we have been in contact with Mr. [redacted] and found a solution to the issues.
I took the libety to copy some email...

correspondence between Mr. [redacted], Mr. [redacted] (President of Irvine Co. Resorts Division), and myself, clearly indicating that Mr. [redacted] was happy with the outcome.
Please let me know if you need any furtehr information.
Thank you.
[redacted]
General Manager, Island Hotel Newport Beach
 
From: [redacted] [[redacted]@hotmail.com] Sent: Friday, February 28, 2014 8:25 AMTo: [redacted]Cc: [redacted]Subject: RE: Island Hotel Issues and Resolution
[redacted],
Again, thank you for your attention to this matter. We really appreciate the response we received from both yourself and [redacted].
[redacted]
From: [redacted]@islandhotel.com
To: [redacted]@hotmail.com
CC: [redacted]@irvinecompany.com
Date: Thu, 27 Feb 2014 13:48:45 -0800
Subject: RE: Island Hotel Issues and Resolution
[redacted],
 
I want to let you know that all the credits have been processed. Please keep in mind that it might take a few days until they show up on the statements.
 
Thank you again for taking our call yesterday to give us an opportunity to let you know that we are truly sorry about your experience and we hope with these credits we have at least in a small way made up for our shortcomings.
 
We are certainly looking forward to having you back as our guests in the future to show you that your experience was not typical of a guests experience at the Island Hotel.
 
Please contact me directly so I can make the arrangement for you.
 
Best regards
 
 
 
[redacted]
General Manager
Island Hotel Newport Beach
 
690 Newport Center Drive | Newport Beach, California | 92660-6431
Phone ###-###-#### | Fax ###-###-####
[redacted]@IslandHotel.com
Explore the fun at Island Hotel Newport Beach Reserve a Newport Beach getawayExperience the quiet luxury of the Island Club
 
From: [redacted] Sent: Wednesday, February 26, 2014 6:12 PMTo: '[redacted]@hotmail.com'Cc: [redacted]Subject: Island Hotel Issues and Resolution
 
Dear [redacted],
 
First…allow me to once again apologize for the variety of issues you experienced at the Island Hotel Newport Beach.
 
We are truly embarrassed as we pride ourselves for providing exceptional service experiences and therefore failing one customer is disheartening…and to fail on several levels, there is no excuse.
 
Having said that, thank you for allowing us to speak with you earlier today and to provide amicable resolution for you, your bride and others within your party…although the compensation is part of the resolution, the true hope is to be able to regain your trust and confidence in our services and therefore we await the opportunity to serve you at your earliest convenience.
 
As [redacted] mentioned, when you are able to getaway, simply contact his office and he will coordinate your visit…it will be a sincere pleasure to host you and replace you past experience with a wonderful and enjoyable one!
 
Again, thank you for time and should I be able to assist you in the future, simply let me know.
 
Regards,
[redacted]
 
 
 
[redacted]
President
Irvine Company Resort Properties
 
100 Innovation | Irvine, California | 92617
Phone ###-###-#### | Fax ###-###-####
[redacted]@irvinecompany.com  
 
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Review: In November of 2013, my wife and I contracted a block of hotel rooms with The Island Hotel, Newport Beach for February 15- February 17 of 2014. This was to be the block of rooms used to host our wedding party. A significant factor to our involvement with the Island Hotel was the bar and restaurant which we planned on using after the wedding. In late January (too late to make alternate arrangements) [redacted] informed us that construction was being done on the bar and restaurant, but later made arrangements to have an alternate location arranged for our use. This alternate was NOT set up as contracted, but the hotel provided a sub-par location.In our contract, the rates stated were as follows:Island King $219.00Luxury Double Queen $269.00Island Corner Suite Upgrade (1) $219.00Island Corner Suite $319.00 As well as the following stipulations:Hotel agrees to provide (1) upgrade to an Island Corner Suite at the group rate of $219Hotel agrees to discount overnight parking from $32 to $16, day parking to remain at $16 through the duration of the program. We booked 19 or 20 rooms at these rates, and put down a $1000 deposit ("$1,000.00 deposit (refundable upon completion of room block).") The bar was not set up as agreed upon, but a sub-par alternative was provided that we used until 2 a.m. At 7:30 a.m. the following day virtually our entire party was awoken by construction that we were assured would not be audible. We demanded a refund for our room for that night as well as requested refunds for all of the room block for that night. Our room was not charged, and the block was charged a discounted rate.As we checked out on February 17, our bill showed full-price parking charges (contract stipulated half-price) for our room and another room we were paying for. After review, all guests were charged full-price on their bills. Hotel assured us that they would be refunded. 10 days later, guests have not been refunded, $1000 deposit hasn't either. One guest was inexplicably charged $203.Desired Settlement: Refund of entire stay for entire party would be the most desirable, as the condition of the hotel when contracted varies significantly from the condition of the hotel when used, and hotel did not notify us soon enough to arrange alternate location. Refund of parking for all guests and $1000 deposit is contractually required. $203 refund to guest for unexplained charge.

Business

Response:

Dear Revdex.com of Orange County,

I am sorry for not responding earlier to your email but it had ended up in my spam folder.

In regards to the complaint, we have been in contact with Mr. [redacted] and found a solution to the issues.

I took the libety to copy some email correspondence between Mr. [redacted], Mr. [redacted] (President of Irvine Co. Resorts Division), and myself, clearly indicating that Mr. [redacted] was happy with the outcome.

Please let me know if you need any furtehr information.

Thank you.

General Manager, Island Hotel Newport Beach

From: [redacted]@hotmail.com]

Sent: Friday, February 28, 2014 8:25 AM

To: [redacted]

Cc: [redacted]

Subject: RE: Island Hotel Issues and Resolution

[redacted],

Again, thank you for your attention to this matter. We really appreciate the response we received from both yourself and [redacted].

Review: I stayed at Room 407 of Island Hotel in Newport Beach for the night of Dec.21 and the stay was unpleasant due to the malfunction of room facilities and neglect of staff. 1. the bathroom door cannot be locked at all due to misalignment of the bolt and hole on the frame. It caused huge inconvenience with my toddler running around while my wife and I used the bath/toilet.2. The vent fan of bathroom cannot be turned on. I'm not sure if it's considered situation at normal given the 5 star hotel standard, but it's pretty awkward to use the toilet and shower without the vent circulating air. The room gets stuffy and humid and floor gets slippery with the moisture. I have never been in a hotel without a workable vent in the bath room. 3. I made the reservation with the clear requirement of a crib for my toddler thru email, but when we get to the room, the crib wasn't there, so I have to call the room keeping and spent another half an hour in room waiting for it to come. worse comes worse, when we tucked my son in the crib at night, I just noticed the crib did not come with a bumper, so when my son made turns in the crib, his head bumped into the steel bar of the crib several times which made him cry out.Desired Settlement: need apology from Island hotel and confirmation of correction and fixing of the broken facilities.

Business

Response:

Dear Ms. [redacted],

Needless to say, I am shocked and embarrassed to receive your letter regarding Mr. & Mrs. [redacted]’s stay with us at

Island Hotel Newport Beach. I certainly extend my apologies for their disappointment with the bathroom door lock, the bathroom fan

not being adjustable and the baby crib being delivered, after their arrival and without our baby package (including the crib bumpers).

Ms. [redacted], we take pride in providing our guests with impeccable levels of service and obviously we fell short with the

[redacted] family. I have had our Engineering Staff inspect Guest Room 407 and repair any items found in disrepair. I certainly appreciate your

correspondence, but we only received your document yesterday or I would have responded earlier. I assure you what they experienced

certainly is not the level of service we strive to provide our guests. In an effort to renew their faith in us, I am happy to provide them with

a complimentary room upgrade for their next visit to Newport Beach.

In the near future I hope to have the opportunity to personally welcome Mr. & Mrs. [redacted] back to the Island Hotel Newport Beach. I trust they

will find our staff and service up to the usual Five Diamond standards they so rightfully deserve. Again, please accept my sincere best wishes and apologies.

Best regards,

General Manager