Marina Tower Waikiki

Complaint: [redacted] I am rejecting this response because: First, if by FOB, you mean the round circular chip on a writ band, we left that and the hotel cards with your gentleman standing at the concierge desk I attempted to hand it to him on a couple of occasions but ‘he ran away’ for whatever reason maybe he can explain it Review your video surveillance (Revdex.com should also request this) and you will see that the device was left on the concierge desk along with the hotel room I’d cards Your attempt to distort the facts is very clearly consumer fraud and it opens up different options for us now in cling civil damages up to times the amount of the claim I would strongly suggest that you reconsider your lie and speak to the young males that were hanging out at the desk as the female employee who checked us in refused to speak to us We felt our safety was in jeopardy so with those males who were connected to the hotel staff there, felt threatened enough to leave immediately and find another hotel down the road which we did.I would hope that you end this Shanigan now! Thanks Sincerely, [redacted] ***

Aloha, As mentioned in the previous response, our manager did go to the room to ensure that the quality of the room was intact and provided service complimentaryUnfortunately we never received a message regarding a call from yourself, and we appreciate the frustration that has caused youOur Guest Services manager has spoken with you personally todayAs mentioned on the call after offering several options to you, she will provide you with another final option tomorrow

Mahalo for your feedbackWe appreciate that your expectations at the Marina Tower Waikiki were not metHowever the guest did contact our team during his visit and was provided full service in his room, complimentaryWe also had a manager inspect the room and provide treatment for any bug concerns that the guest voicedDuring our inspection, no bugs were located and the room was fully serviced with new linens, towels, and a full cleaning.Our team at the Waikiki Marina is sorry to hear that you did not enjoy your stay, however as a vacation rental, the units are all individually owned, so each unit is slightly differentThere is no onsite desk provided, and no daily cleaning (only weekly) unless requested at a cost of $50/serviceOur team did our best to make your employee comfortable for the room and rate you purchasedMarina Tower Waikiki is a budget accommodation, providing value for the price to be located in Waikiki.We appreciate your feedback and will definitely do what we can to ensure your concerns are resolvedWe have already received your request through [redacted] to refund all costs, however we must decline since your employee continued to stay at the hotel for the full four days, and you only now are requesting a refund, even though the services were already provided.Please feel free to contact us directly and we would be happy to accommodate you in the future to show you an improved experienceMahalo, Mariah D***

Complaint: ***
I am rejecting this response because:I was personally on the line when *** left my name and phone number for a call back when told the Manager was in a meetingI was called yesterday by a hotel employee Rene who invited me to come stay at the hotel to see that it is cleanI do not want a stay at the hotel I want refundedHe also asked if I received the email from his manager yetNo I have yet to receive any correspondence from his ManagerBlood stain on a mattress is in no way considered clean and is health hazardAt no time was my employee offered another room in the hotel.
Sincerely,
*** ***

Aloha,
As mentioned in the previous response, our manager did go to the room to ensure that the quality of the room was intact and provided service complimentaryUnfortunately we never received a message regarding a call from yourself, and we appreciate the frustration that has caused youOur Guest Services manager has spoken with you personally todayAs mentioned on the call after offering several options to you, she will provide you with another final option tomorrow

Complaint: [redacted]
I am rejecting this response because: THE GUEST DID CONTACT THE TEAM IN PERSON AS WELL AS BY PHONE WHICH I WAS WITNESS TO. [redacted] CALLED AS WELL WITH ME ON THE PHONE AND 3 TIMES IN A ROW WE WERE TOLD THAT THE MANAGER WAS UNAVAILABLE AND IN A MEETING. MY NAME AND PHONE WERE LEFT AND STILL TO THIS DAY NO CALL BACK. I HAVE PHOTOS OF THE BLOOD ON THE MATTRESS AND SHEETS AS WELL AS THE ROACHES AND FECAL MATTER IN THE ROOM AND I WILL NOT ACCEPT THIS AS AN ANSWER. 
Sincerely,
[redacted]

Mahalo for your feedback. We appreciate that your expectations at the Marina Tower Waikiki were not met. However the guest did contact our team during his visit and was provided full service in his room, complimentary. We also had a manager inspect the room and provide treatment for any bug concerns...

that the guest voiced. During our inspection, no bugs were located and the room was fully serviced with new linens, towels, and a full cleaning.Our team at the Waikiki Marina is sorry to hear that you did not enjoy your stay, however as a vacation rental, the units are all individually owned, so each unit is slightly different. There is no onsite desk provided, and no daily cleaning (only weekly) unless requested at a cost of $50/service. Our team did our best to make your employee comfortable for the room and rate you purchased. Marina Tower Waikiki is a budget accommodation, providing value for the price to be located in Waikiki.We appreciate your feedback and will definitely do what we can to ensure your concerns are resolved. We have already received your request through [redacted] to refund all costs, however we must decline since your employee continued to stay at the hotel for the full four days, and you only now are requesting a refund, even though the services were already provided.Please feel free to contact us directly and we would be happy to accommodate you in the future to show you an improved experience. Mahalo, Mariah D[redacted]

Aloha, As mentioned in the previous response, our manager did go to the room to ensure that the quality of the room was intact and provided service complimentary. Unfortunately we never received a message regarding a call from yourself, and we appreciate the frustration that has caused you. Our Guest Services manager has spoken with you personally today. As mentioned on the call after offering several options to you, she will provide you with another final option tomorrow.

Complaint: [redacted]
I am rejecting this response because: First,  if by FOB, you mean the round circular chip on a writ band, we left that and the hotel cards with your gentleman standing at the concierge desk.  I attempted to hand it to him on a couple of occasions but ‘he ran away’ for whatever reason maybe he can explain it.  Review your video surveillance (Revdex.com should also request this) and you will see that the device was left on the concierge desk along with the hotel room I’d cards.  Your attempt to distort the facts is very clearly consumer fraud and it opens up different options for us now in cling civil damages up to 5 times the amount of the claim.  I would strongly suggest that you reconsider your lie and speak to the 2 young males that were hanging out at the desk as the female employee who checked us in refused to speak to us.  We felt our safety was in jeopardy so with those 2 males who were connected to the hotel staff there, felt threatened enough to leave immediately and find another hotel down the road which we did.I would hope that you end this Shanigan now!  Thanks.
Sincerely,
[redacted]

Mahalo for your feedback. We appreciate that your expectations at the Marina Tower Waikiki were not met. However the guest did contact our team during his visit and was provided full service in his room, complimentary. We also had a manager inspect the room and provide treatment for any bug...

concerns that the guest voiced. During our inspection, no bugs were located and the room was fully serviced with new linens, towels, and a full cleaning.Our team at the Waikiki Marina is sorry to hear that you did not enjoy your stay, however as a vacation rental, the units are all individually owned, so each unit is slightly different. There is no onsite desk provided, and no daily cleaning (only weekly) unless requested at a cost of $50/service. Our team did our best to make your employee comfortable for the room and rate you purchased. Marina Tower Waikiki is a budget accommodation, providing value for the price to be located in Waikiki.
We appreciate your feedback and will definitely do what we can to ensure your concerns are resolved. We have already received your request through [redacted] to refund all costs, however we must decline since your employee continued to stay at the hotel for the full four days, and you only now are requesting a refund, even though the services were already provided.
Please feel free to contact us directly and we would be happy to accommodate you in the future to show you an improved experience.
 
Mahalo,
 
Mariah D[redacted]

Aloha [redacted] regarding your complaint I would like to let you know I have refunded the room and tax $110.43 plus the resort fee $10.00. In regards of the issue you had with the carpet strip as soon as you had informed our staff I had took my maintenance guy to buy supplies to repair by installing a...

metal strip where the carpet and tiles meet. This took care of the issue. I sincerely apologize for you getting stuck on the foot. The carpets sometimes wear down but I am thankful you brought it to our attention.You will also see a charge of $200.00 plus tax on your credit card. This is for the FOB that was not returned to us which you sign for upon arrival and agree to pay for if not returned. If you could return this to us via mail if not on the island then at time of receiving it I will refund that $209.42.SincerelyDonna M[redacted]