KAU BEACH RESORT [redacted] ***Lihue, Kauai, Hawaii 96766September 26, [redacted] Revdex.com Serving Hawaii [redacted] [redacted] ***Re: Case # [redacted] Dear ***,Thank you for your assistanceAs an update to Case # [redacted] , we recently contacted Expedia once again on behalf of the Guest, and they agreed to provide an additional refund of 2-nightsThe actual transaction could take up to to weeks to finalize, depending on the credit card company.Furthermore we have reviewed the details of this case and would like to address some of the issues that were brought to light in the attached ComplaintActivity Report.First of all, the welfare and comfort of our guests is of the utmost importance Four (4) members of our management team - including our Guest Services Managers, Chief Engineer, and Resort Manager - were actively involved with the Guest, either in-person during her stay or by telephone after her departure in order to gather information and seek fair resolution within our control.Guest's reservation was booked and paid for directly with a 3rd party company Expedia (an online wholesale tour operator)procedure would be for the Guest to request refund directly with the booking party, as we are not involved in this transaction and therefore unaware of what the Guest paid It was explained to the Guest twice by two (2) members of our management staff that due to this situation, the hotel was not able to provide a direct refund to the GuestHoweverwe did make the exception on two (2) occasions to initiate the request on behalf of the Guest, which resulted in a total refund from Expedia to date of nights.In addition, the hotel did credit Guest for $of parking fees and waived the resort early check out fee The Resort Manager also credited the Guest an additional $for a meal charged to her account from Driftwood Grille, and offered to send a 2-night complimentary certificate directly from the hotel to use inthe future, which Guest refused.In regards to advertising as it relates to the terminology used online or by our team members in describing our pools, our webmaster has verifiedthat we have only used the terminology "saline" in describing our pools on our website, and have never advertised our pools as being "non-chlorine" If any details can be provided otherwise, we will make a formal inquiry into it, and implement corrections as needed.Our Chief Engineer has verified that on the two (2) occasions he spoke to the Guest - by phone after her daughter's first reaction; and in person after her second reaction- he confirmed that the pools were chlorinated naturally via the saline process, which Guest advised she understood The hot tubs are chemically chlorinated, which Guest also mentioned she was aware of and admitted her daughter entered the hot tub The term "non-chlorine" was never used by ourChief Engineer The shock treatment mentioned is only performed time per year as needed; the last one occurred months prior to Guest's stay and no residue would have remained from that treatment as the chlorine dissipates after to minutes, and the pools are backwashed daily.In order to better assess the situation, the Chief Engineer asked to see the Guest's daughter on both occasions and the guest declined each time.Other than her statements, we have no record or evidence to gauge the severity of her daughter's condition and thus make a fair determination of the situation.When this incident was reported to our management team, we did offer to arrange local medical assistance for the Guest, but that was also declinedGuest advised she sought medical assistance over a long distance phone call.In closing, we assert that the hotel extended assistance and every courtesy to seek resolution within our means and also on behalf of Guest during and subsequent to her stayOur concern for their well-being was our primary intention and we believe our actions support that statement Resort guests from rooms and villas utilize our pools on a daily basisWe literally have hundreds of thousands of guests that enjoy our pools annually without any such incident.It is unfortunate that the Guest and her family were dissatisfied and decided to shorten their stay due to her daughter's reported illness and the side effects of her medicationWe feel that the steps taken by the hotel to date have shown good intent and goodwill, and are a fair response and settlement to this matter.Thank you for your consideration of our response If you have any questions, please do not hesitate to contact me directly at [redacted] or via email at [redacted] [redacted] General Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
I do want to state a few statements on their letter that was written by the hotel manager in regards to the situation
#I was never asked by the Chief Engineer if he could look at my daughters(hives, welts, etc)The hotel knew my room number and since we spent a lot of time in there they could have easily arranged to stop by and look for themselves at the reaction my daughter was havingI also took pictures which I stated to different employees that I could send to whomever needed documentation
#We were never offered to have my daughter looked at by a local physician at the hotels expenseIf that had been offered we would have made them pay for a hospital visit
#Their hotel advertising DID state that their pools were non chlorinated(otherwise we would have NEVER booked with them) I contacted the hotel times before booking to make sure this was accurate which I was told that their pools were chlorine freeIt mentioned non chlorinated until I brought it to the engineers attention and by the following day when I check again that wording had all been removedChanged to saline pool
#Expedia contacted the hotel on several occasions to assist in a refund for our stay but the hotel declined each time except for the day we left earlyThis was a very simple process and Expedia agents explained this to the hotel manager and still they declined in accommodating us for a portion of our stay
#My daughter stepped into the hot tub but never emerged herself in it to cause the kind of reaction she had all over her bodyBut mind you the hotel staff told me on several occasions that this was a non chlorinated pool so why wouldn't we think the hot tub to be the same
#Their statement for the well being of our family was their primary concern is a jokeThey took no initiative to care for my child at all and I explained this to the manager that I insisted call me weeks after our return from HawaiiHe apologized that no one even said they were sorry that this had happened and that he would be upset too
All I have to say to this hotel is that I am unhappy with how this whole situation was handled on their endWe will never step foot on their resort againI will accept the refund of three days and the $and $refunds but I will never recommend this hotel to anyone because of how this was handledA simple I am sorry goes along wayMaybe your hotel should take some responsibility for what took place instead of trying to act like you did everything you could to accommodate my child
Also we would have NEVER been given a refund if I didn't submit a claim to Revdex.com
KAU BEACH RESORT[redacted]Lihue, Kauai, Hawaii 96766September 26, 2014[redacted]Revdex.com Serving Hawaii[redacted]Re: Case #...
[redacted]Dear [redacted],Thank you for your assistance. As an update to Case #[redacted], we recently contacted Expedia once again on behalf of the Guest, and they agreed to provide an additional refund of 2-nights. The actual transaction could take up to 2 to 3 weeks to finalize, depending on the credit card company.Furthermore we have reviewed the details of this case and would like to address some of the issues that were brought to light in the attached ComplaintActivity Report.First of all, the welfare and comfort of our guests is of the utmost importance. Four (4) members of our management team - including our Guest Services Managers, Chief Engineer, and Resort Manager - were actively involved with the Guest, either in-person during her stay or by telephone after her departure in order to gather information and seek fair resolution within our control.Guest's reservation was booked and paid for directly with a 3rd party company Expedia (an online wholesale tour operator). Normal procedure would be for the Guest to request refund directly with the booking party, as we are not involved in this transaction and therefore unaware of what the Guest paid. It was explained to the Guest twice by two (2) members of our management staff that due to this situation, the hotel was not able to provide a direct refund to the Guest. Howeverwe did make the exception on two (2) occasions to initiate the request on behalf of the Guest, which resulted in a total refund from Expedia to date of 3 nights.In addition, the hotel did credit Guest for $70.00 of parking fees and waived the resort early check out fee. The Resort Manager also credited the Guest an additional $45 for a meal charged to her account from Driftwood Grille, and offered to send a 2-night complimentary certificate directly from the hotel to use inthe future, which Guest refused.In regards to advertising as it relates to the terminology used online or by our team members in describing our pools, our webmaster has verifiedthat we have only used the terminology "saline" in describing our pools on our website, and have never advertised our pools as being "non-chlorine". If any details can be provided otherwise, we will make a formal inquiry into it, and implement corrections as needed.Our Chief Engineer has verified that on the two (2) occasions he spoke to the Guest - by phone after her daughter's first reaction; and in person after her second reaction- he confirmed that the pools were chlorinated naturally via the saline process, which Guest advised she understood. The hot tubs are chemically chlorinated, which Guest also mentioned she was aware of and admitted her daughter entered the hot tub. The term "non-chlorine" was never used by ourChief Engineer. The shock treatment mentioned is only performed 1 time per year as needed; the last one occurred 3 months prior to Guest's stay and no residue would have remained from that treatment as the chlorine dissipates after 15 to 20 minutes, and the pools are backwashed daily.In order to better assess the situation, the Chief Engineer asked to see the Guest's daughter on both occasions and the guest declined each time.Other than her statements, we have no record or evidence to gauge the severity of her daughter's condition and thus make a fair determination of the situation.When this incident was reported to our management team, we did offer to arrange local medical assistance for the Guest, but that was also declined. Guest advised she sought medical assistance over a long distance phone call.In closing, we assert that the hotel extended assistance and every courtesy to seek resolution within our means and also on behalf of Guest during and subsequent to her stay. Our concern for their well-being was our primary intention and we believe our actions support that statement. Resort guests from 350 rooms and 190 villas utilize our pools on a daily basis. We literally have hundreds of thousands of guests that enjoy our pools annually without any such incident.It is unfortunate that the Guest and her family were dissatisfied and decided to shorten their stay due to her daughter's reported illness and the side effects of her medication. We feel that the steps taken by the hotel to date have shown good intent and goodwill, and are a fair response and settlement to this matter.Thank you for your consideration of our response. If you have any questions, please do not hesitate to contact me directly at [redacted] or via email at [redacted].[redacted]General Manager
KAU BEACH RESORT [redacted] ***Lihue, Kauai, Hawaii 96766September 26, [redacted] Revdex.com Serving Hawaii [redacted] [redacted] ***Re: Case # [redacted] Dear ***,Thank you for your assistanceAs an update to Case # [redacted] , we recently contacted Expedia once again on behalf of the Guest, and they agreed to provide an additional refund of 2-nightsThe actual transaction could take up to to weeks to finalize, depending on the credit card company.Furthermore we have reviewed the details of this case and would like to address some of the issues that were brought to light in the attached ComplaintActivity Report.First of all, the welfare and comfort of our guests is of the utmost importance Four (4) members of our management team - including our Guest Services Managers, Chief Engineer, and Resort Manager - were actively involved with the Guest, either in-person during her stay or by telephone after her departure in order to gather information and seek fair resolution within our control.Guest's reservation was booked and paid for directly with a 3rd party company Expedia (an online wholesale tour operator)procedure would be for the Guest to request refund directly with the booking party, as we are not involved in this transaction and therefore unaware of what the Guest paid It was explained to the Guest twice by two (2) members of our management staff that due to this situation, the hotel was not able to provide a direct refund to the GuestHoweverwe did make the exception on two (2) occasions to initiate the request on behalf of the Guest, which resulted in a total refund from Expedia to date of nights.In addition, the hotel did credit Guest for $of parking fees and waived the resort early check out fee The Resort Manager also credited the Guest an additional $for a meal charged to her account from Driftwood Grille, and offered to send a 2-night complimentary certificate directly from the hotel to use inthe future, which Guest refused.In regards to advertising as it relates to the terminology used online or by our team members in describing our pools, our webmaster has verifiedthat we have only used the terminology "saline" in describing our pools on our website, and have never advertised our pools as being "non-chlorine" If any details can be provided otherwise, we will make a formal inquiry into it, and implement corrections as needed.Our Chief Engineer has verified that on the two (2) occasions he spoke to the Guest - by phone after her daughter's first reaction; and in person after her second reaction- he confirmed that the pools were chlorinated naturally via the saline process, which Guest advised she understood The hot tubs are chemically chlorinated, which Guest also mentioned she was aware of and admitted her daughter entered the hot tub The term "non-chlorine" was never used by ourChief Engineer The shock treatment mentioned is only performed time per year as needed; the last one occurred months prior to Guest's stay and no residue would have remained from that treatment as the chlorine dissipates after to minutes, and the pools are backwashed daily.In order to better assess the situation, the Chief Engineer asked to see the Guest's daughter on both occasions and the guest declined each time.Other than her statements, we have no record or evidence to gauge the severity of her daughter's condition and thus make a fair determination of the situation.When this incident was reported to our management team, we did offer to arrange local medical assistance for the Guest, but that was also declinedGuest advised she sought medical assistance over a long distance phone call.In closing, we assert that the hotel extended assistance and every courtesy to seek resolution within our means and also on behalf of Guest during and subsequent to her stayOur concern for their well-being was our primary intention and we believe our actions support that statement Resort guests from rooms and villas utilize our pools on a daily basisWe literally have hundreds of thousands of guests that enjoy our pools annually without any such incident.It is unfortunate that the Guest and her family were dissatisfied and decided to shorten their stay due to her daughter's reported illness and the side effects of her medicationWe feel that the steps taken by the hotel to date have shown good intent and goodwill, and are a fair response and settlement to this matter.Thank you for your consideration of our response If you have any questions, please do not hesitate to contact me directly at [redacted] or via email at [redacted] [redacted] General Manager
(The consumer indicated he/she DID NOT accept the response from the business.)
I do want to state a few statements on their letter that was written by the hotel manager in regards to the situation
#I was never asked by the Chief Engineer if he could look at my daughters(hives, welts, etc)The hotel knew my room number and since we spent a lot of time in there they could have easily arranged to stop by and look for themselves at the reaction my daughter was havingI also took pictures which I stated to different employees that I could send to whomever needed documentation
#We were never offered to have my daughter looked at by a local physician at the hotels expenseIf that had been offered we would have made them pay for a hospital visit
#Their hotel advertising DID state that their pools were non chlorinated(otherwise we would have NEVER booked with them) I contacted the hotel times before booking to make sure this was accurate which I was told that their pools were chlorine freeIt mentioned non chlorinated until I brought it to the engineers attention and by the following day when I check again that wording had all been removedChanged to saline pool
#Expedia contacted the hotel on several occasions to assist in a refund for our stay but the hotel declined each time except for the day we left earlyThis was a very simple process and Expedia agents explained this to the hotel manager and still they declined in accommodating us for a portion of our stay
#My daughter stepped into the hot tub but never emerged herself in it to cause the kind of reaction she had all over her bodyBut mind you the hotel staff told me on several occasions that this was a non chlorinated pool so why wouldn't we think the hot tub to be the same
#Their statement for the well being of our family was their primary concern is a jokeThey took no initiative to care for my child at all and I explained this to the manager that I insisted call me weeks after our return from HawaiiHe apologized that no one even said they were sorry that this had happened and that he would be upset too
All I have to say to this hotel is that I am unhappy with how this whole situation was handled on their endWe will never step foot on their resort againI will accept the refund of three days and the $and $refunds but I will never recommend this hotel to anyone because of how this was handledA simple I am sorry goes along wayMaybe your hotel should take some responsibility for what took place instead of trying to act like you did everything you could to accommodate my child
Also we would have NEVER been given a refund if I didn't submit a claim to Revdex.com
KAU BEACH RESORT[redacted]Lihue, Kauai, Hawaii 96766September 26, 2014[redacted]Revdex.com Serving Hawaii[redacted]Re: Case #...
[redacted]Dear [redacted],Thank you for your assistance. As an update to Case #[redacted], we recently contacted Expedia once again on behalf of the Guest, and they agreed to provide an additional refund of 2-nights. The actual transaction could take up to 2 to 3 weeks to finalize, depending on the credit card company.Furthermore we have reviewed the details of this case and would like to address some of the issues that were brought to light in the attached ComplaintActivity Report.First of all, the welfare and comfort of our guests is of the utmost importance. Four (4) members of our management team - including our Guest Services Managers, Chief Engineer, and Resort Manager - were actively involved with the Guest, either in-person during her stay or by telephone after her departure in order to gather information and seek fair resolution within our control.Guest's reservation was booked and paid for directly with a 3rd party company Expedia (an online wholesale tour operator). Normal procedure would be for the Guest to request refund directly with the booking party, as we are not involved in this transaction and therefore unaware of what the Guest paid. It was explained to the Guest twice by two (2) members of our management staff that due to this situation, the hotel was not able to provide a direct refund to the Guest. Howeverwe did make the exception on two (2) occasions to initiate the request on behalf of the Guest, which resulted in a total refund from Expedia to date of 3 nights.In addition, the hotel did credit Guest for $70.00 of parking fees and waived the resort early check out fee. The Resort Manager also credited the Guest an additional $45 for a meal charged to her account from Driftwood Grille, and offered to send a 2-night complimentary certificate directly from the hotel to use inthe future, which Guest refused.In regards to advertising as it relates to the terminology used online or by our team members in describing our pools, our webmaster has verifiedthat we have only used the terminology "saline" in describing our pools on our website, and have never advertised our pools as being "non-chlorine". If any details can be provided otherwise, we will make a formal inquiry into it, and implement corrections as needed.Our Chief Engineer has verified that on the two (2) occasions he spoke to the Guest - by phone after her daughter's first reaction; and in person after her second reaction- he confirmed that the pools were chlorinated naturally via the saline process, which Guest advised she understood. The hot tubs are chemically chlorinated, which Guest also mentioned she was aware of and admitted her daughter entered the hot tub. The term "non-chlorine" was never used by ourChief Engineer. The shock treatment mentioned is only performed 1 time per year as needed; the last one occurred 3 months prior to Guest's stay and no residue would have remained from that treatment as the chlorine dissipates after 15 to 20 minutes, and the pools are backwashed daily.In order to better assess the situation, the Chief Engineer asked to see the Guest's daughter on both occasions and the guest declined each time.Other than her statements, we have no record or evidence to gauge the severity of her daughter's condition and thus make a fair determination of the situation.When this incident was reported to our management team, we did offer to arrange local medical assistance for the Guest, but that was also declined. Guest advised she sought medical assistance over a long distance phone call.In closing, we assert that the hotel extended assistance and every courtesy to seek resolution within our means and also on behalf of Guest during and subsequent to her stay. Our concern for their well-being was our primary intention and we believe our actions support that statement. Resort guests from 350 rooms and 190 villas utilize our pools on a daily basis. We literally have hundreds of thousands of guests that enjoy our pools annually without any such incident.It is unfortunate that the Guest and her family were dissatisfied and decided to shorten their stay due to her daughter's reported illness and the side effects of her medication. We feel that the steps taken by the hotel to date have shown good intent and goodwill, and are a fair response and settlement to this matter.Thank you for your consideration of our response. If you have any questions, please do not hesitate to contact me directly at [redacted] or via email at [redacted].[redacted]General Manager