Just Concrete

Travel Hawaii was notified by the [redacted] that they could not make their trip to Hawaii due to a death in their family. They notified us after our business hours on Friday, July 1, 2016. They had two hotel reservations, one at the [redacted] and the other at the [redacted] on...

Maui.For both of their reservations, their notice of cancellation on July 1 was AFTER the late cancellation penalty date that is imposed by the hotels, and not by Travel Hawaii. For the [redacted] this was June 30, 2016. For the [redacted], this was June 28, 2016. The [redacted]'s penalty for late cancellation is one nights stay. The [redacted]'s penalty for late cancellation is two nights stay. These conditions were clearly communicated to the [redacted] in multiple emails. A copy of their itinerary, containing the hotel penalty terms as found in those emails, is further below.Travel Hawaii worked through our wholesaler, All About Hawaii, to see if we could get these penalties removed by the hotels. The [redacted] would not remove the penalty, but the [redacted] offered to rebook the clients at a later date without the two-nights stay penalty. These facts were also communicated to the [redacted] via email.Our wholesaler also indicated that the hotels might reverse their penalties should the [redacted] provide the following information: 1) Who they spoke when they called the hotels direct on July 1 to indicate they could not make the trip, and whether any indication was made by hotel staff about the cancellation penalties; and 2) The death certificate of the person who died. This information was communicated in an email to the [redacted] on July 6. A response was never received.All Travel Hawaii clients are asked to review all of the terms and conditions of their reservations before they apply payment. They must click a box indicating that they have read and understand all the terms and conditions, including the cancellation terms.We are still more than willing to work on getting the [redacted] and [redacted] penalties reversed. But we need to hear from the [redacted] to proceed further.Following are the hotel itineraries as emailed to the [redacted] on multiple occasions, showing the hotel cancellation policies.ITINERARY04Jul2016:  [redacted] (2 nights) [Travel Hawaii Res [redacted]
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            [redacted]              Resort Fee: $30.00 Per Room Per Day (NOTE: The Resort Fee is NOT included in our rates.)The Resort Fee provides the following: WiFi and wired Internet access in your room; [redacted] access with unlimited movies and games (DVD Now card given to you at check-in can only be used in your specified tower. One movie/game can be removed at a time.); Local, toll-free, and credit card calls (No access fee); [redacted] Cultural Activities; Resort Audio Tour; Dive-in Movies on Wednesdays and Saturdays at sundown (See Dive-in Movie titles and location on your in-room television channel #5.); Outdoor Morning Exercise Classes. One personalized photo postcard per stay from Xerox Business Services.             Cancellation Terms: Cancellations not made by 2016-06-30 or "no-shows" are subject to a 1 night room cancellation charge that is imposed by the hotel, and which is in addition to Travel Hawaii's normal cancellation charges.  06Jul2016:  [redacted] Maui (3 nights) [Travel Hawaii [redacted]
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            [redacted]              Resort Fee: $35.00 Per Room Per Day (NOTE: The Resort Fee is NOT included in our rates.)The Resort Fee provides the following: Internet access; local, domestic long distance and 800 access calls; Self-parking; Shuttle service within the Wailea area; In-suite bottled water; Access to [redacted] Center; Daily beach umbrella rental; 1-hour snorkel equipment rental; Cultural activities.             Cancellation Terms: Cancellations not made by 2016-06-28 or "no-shows" are subject to a 2 nights room cancellation charge that is imposed by the hotel, and which is in addition to Travel Hawaii's normal cancellation charges.  TOTAL PRICE FOR THIS ITINERARY: $  2201.00 (includes all hotel taxes)