Kona Hawaii Guest House & Micro Spa

Guest neglected to notify us at the time of concern , and then wants to collect as if would not have addressed her concern>This guest got a last minute super saver, a night stay, in a sold out high peak season timeShe also got a free upgrade to our largest room some to times larger than the room she bookedIt was cleaned by a professional companyShe was smiling with the extra space and spread a truck load of her things across the whole space by or larger roomI came by her room three times to see if she needed anything, guest could see me and had opportunities to report issues and did notShe went on happily going threw her things She had could have reported her concern and I could have switched her room, let her cancel free of charge, or addressed any concerns at that time( we could have removed the extra frig of another guest and closed the closet) In the morning, she was leaving and she pointed out other peoples spaces and two boxes left out, and asked for a full refund, and said right from the get go if we did not give her a full refund that she was going to leave bad reviews for us It was the first time I had heard anything about her concerns, and she never gave me a chance to fix it, so I said she had a supersaver, and a free upgrade to our largest roomI thought the reminder had resolved the issue, and she left I started getting daily negative reviews from here with pictures of other people’s spacesOther guests are upset about having their privacy invaded and property missingIf an area was locked , had locks attached or next to it why would she then go into other peoples placesHas she gone into other guest bedrooms taking pictures too? I hope she returns the item if she did indeed take it Miss [redacted] is not a victum She could have notified me right away, asked for here orginal room, asked to cancel her reserervation right when she arrivedShe had her own frig which was clean and wide open , she could have called me or texted me rather than go into other peoples things, take personal property and take picturesShe could have taken up her issues of the price with the third party site she booked with, she could have looked at her reservation that shows there is tax on her stay , she could have done the math and found that the third website calculation of the tax was off, she could have read her reservation that shows there is a applicable deposit for the reservation too not theft/ and it was refunded As far as her being lucky , I meant no disrespect , getting a place in high peak season is very hard in kona, and we turned away people that could not find anywhere to stay in kona and had to go to Hilo, she got a super saver deal, and a double upgrade to our largest room , larger than the one she booked, and we where there on site/ at anytime we could have placed her in another room or addressed her concerns, even gave her a refund right there and she could book with a better place for her This complaint and her reviews are about her seeking to black mail us to get a free stayWhy did she not contact us right away , we came by three times while she was there, she could have had us address her issue right thenInstead the first time she says something as she is leaving is her blackmail threat of free room or she is going to leave bad reviews before we even know what her concern wasShe states that I should have given her the room free (This could have been avoided had you refunded my money as asked.) I think if she had contacted us right away or just said something we could have helped her, with the other guest’s frig and closet area Wheather she broke in , unlocked it, or it was left unlocked we could have removed it , or relocked it and the closetTaking what ever boxes that they had removed and put them back All I ask is that they let people know if they have issues at the time 1minute to minutes would have fixed the issue for themPlease do not go through other people things/locks Ps we provide a service and do our best if given the chance, but these comments don’t seem fair two boxes of another guests personal is now garbage spilling out, bug is a health hazard that was let in, the stated and refunded deposit is a theft and makes the host a strait up crook, a third party website mistake make the host property something, a night stay at discounted price for kona is being taken advantage of, the place that was not dirty before is now dirty by going into other guests locked property, etc John b [redacted]

Good MorningI am thankful for your helpI am unclear why this guest is using her experience with another company as a reason to attack us with bad reviews This Revdex.com complaint seems misplacedWe do not run *** and we recommend she take her issue up with them.In fairness to
*** they did correct their issue, and they have to limit info on their site due to language concernsIn any case I do not believe that they or us where trying to mislead anyoneThey simply did not have math written in their new program to cover the stated taxes for excluded itemsTheir new program appeared that same week this guest bookedThey corrected that program within less than business days, and said that they would try to contact the guest on occasions, we helped this guest when we where closed after hours as the $difference in the calculation was very difficult for herAfter many after hour calls, even threats from her we still tried to help her and ***We kept calling and writing to them times on her behalfIn the end the percentage tax and deposit where listed in her booking statement belowBy accepting the terms of the reservation she accepted the tax rate and the refundable depositThough bookin.com messed up on the invoice they have corrected their system and we where able to catch their errorBoth contract law and state law bind this guest to pay or be charged as she wasWe have gone beyond what other companies would have done to help her understand, and it has gotten us a lot of extra work, with bad reviews from this guestWe recommend that she book directly rather than through third parties to avoid these mistakesAlso it may help to go to a full service hotel rather than go for great savings, especially if you prefer full service hotels

Complaint: ***
I am rejecting this response because: none of it is accurate*** is not who billsSo he is saying that he doesn't check before charging out bookings to be sure that the totals match? If you look at other reviews then you will see that this is a common occurance and always with a greater charge on his end
Sincerely,
*** ***

Guest neglected to notify us at the time of concern , and then
wants to collect as if would not have addressed her concern
class="MsoNormal">This guest got a last minute super saver, a 1 night stay, in
a sold out high peak season time. She also got a free upgrade to our largest
room some 4 to 6 times larger than the room she booked. It was cleaned by a
professional company. She was smiling with the extra space and spread a truck
load of her things across the whole space 40 by 40 or larger room. I came by
her room three times to see if she needed anything, guest could see me and had
opportunities to report issues and did not. She went on happily going threw her
things.
She had could have reported her concern and I could have
switched her room, let her cancel free of charge, or addressed any concerns at
that time( we could have removed the extra frig of another guest and closed the
closet) . In the morning, she was leaving and she pointed out other peoples
spaces and two boxes left out, and asked for a full refund, and said right from
the get go if we did not give her a full refund that she was going to leave bad
reviews for us.
It was the first time I had heard anything about her
concerns, and she never gave me a chance to fix it, so I said she had a
supersaver, and a free upgrade to our largest room. I thought the reminder had
resolved the issue, and she left.
 I started getting
daily negative reviews from here with pictures of other people’s spaces. Other
guests are upset about having their privacy invaded and property missing. If an
area was locked , had locks attached or next to it why would she then go into
other peoples places. Has she gone into other guest bedrooms taking pictures
too? I hope she returns the item if she did indeed take it.
Miss [redacted] is not a victum . She could have notified
me right away, asked for here orginal room, asked to cancel her reserervation
right when she arrived. She had her own frig which was clean and wide open ,
she could have called me or texted me rather than go into other peoples things,
take personal  property and take
pictures. She could have taken up her issues of the price with the third party
site she booked with, she could have looked at her reservation that shows there
is tax 13.42 on her stay , she could have done the math and found that the
third website calculation of the tax was off, she could have read her
reservation that shows there is a applicable deposit for the reservation too
not theft/ and it was refunded.
As far as her being lucky , I meant no disrespect , getting
a place in high peak season is very hard in kona, and we turned away people
that could not find anywhere to stay in kona and had to go to Hilo, she got a
super saver deal, and a double upgrade to our largest room , larger than the
one she booked, and we where there on site/ at anytime we could have placed her
in another room or addressed her concerns, even gave her a refund right there and
she could book with a better place for her.
This complaint and her reviews are about her seeking to
black mail us to get a free stay. Why did she not contact us right away , we
came by three times while she was there, she could have had us address her issue
right then. Instead the first time she says something as she is leaving is her
blackmail threat of free room or she is going to leave bad reviews before we
even know what her concern was. She states that I should have given her the
room  free (This could have been avoided
had you refunded my money as asked.)
I think if she had contacted us right away or just said
something we could have helped her, with the other guest’s frig and closet area.
Wheather she broke in , unlocked it, or it was left unlocked we could have
removed it , or relocked it and the closet. Taking what ever boxes that they
had removed and put them back.  All I ask
is that they let people know if they have issues at the time . 1minute to 5
minutes would have fixed the issue for them. Please do not go through other
people things/locks.
Ps we provide a service and do our best if given the chance,
but these comments don’t seem fair
two boxes of another guests personal is now garbage spilling
out, 1 bug is a health hazard that was let in, the stated and refunded deposit is
a theft and makes the host a strait up crook, a third party website mistake make
the host property something, a 1 night stay at discounted price for kona is being
taken advantage of, the place that was not dirty before is now dirty by going
into other guests locked property, etc..
John b[redacted]