Aloha,We appreciate receiving feedback from our guests It is through their experience that we are able to measure our services and make necessary improvementsAs soon as we were alerted by Revdex.com on March 1, 2016, we were very concerned to learn of Ms*** ***'s incidentWe addressed it
immediately with all staff involvedThe director of restaurant contacted Ms*** on March 3, to personally apologize and further assist with a satisfactory resolution.We sincerely regret for this dining incidentIn our direct contact with Ms***, we are hopeful that she will give us another opportunity to share our hospitality on her family's return visit to Hawaii
Complaint: ***
Mr*** ***
I do not accept the response made by the Hawaii Prince Hotel Waikiki as I feel the advertising was deceptive. I understand the point they are trying to makesimply statedthe rates start at one value and may increase. However the advertisement did not reflect what they are now sayingthat there are black out periods, or even reference a higher price at peak travel periods. No reference was made to the month of July not being included in reduced pricing-- the advertisement said 4/1/15-9/30/
To add salt to the wound I called and attempted to communicate what I felt to be deceptive advertising and the hotel staff clearly communicated, as they did in this letter, they felt there to be no fault on their part and no reason to accommodate my request. . This concerns me as I feel strongly that the ad was miss leading and they clearly do not. The reduced rate certainly caught my attention and in fact I did book rooms, but not at the reduced rateThe pricing changed as soon as I entered the reservation dates. This was not related to "room upgrades" but actual dates. There was no reference to dates being blocked, blacked out or not available in any part of that advertisementYes- there was a reference to rooms "starting at the $rate". However I understood form the ad that upgrades would increase pricenot dates for the reservation. I would understand how base level rooms would begin at the reduced rate and increase with a better view for instanceHowever I do not understand why the time frame noted was not honored when not referenced in the ad
It felt misleading to me, and I feel others would understand the advertisement in the same manner I didThis advertising could fool anyone. it did not feel truthful to me and what most concerns me is the staff did not see any problem.
So, I do not accept the response. There was no mention of dates that would not be honored in any part of the adI feel the hotel should cease and desist this advertisement as it does not truly offer this rate for the month of July- nor does the advertisement reflect any statement related to not being available during peak travel times. Perhaps a new ad that indicates peak travel dates would also inflate the rate? I am a fan of this hotel chain and I am looking forward to staying there in the futureI have already paid for my trip-- and not at a reduced rate. I am not trying to cash in on anything free. I simply don't want others to experience the same challenges I experienced. I eel the staff at the Prince Hawaii Hotel do not understand that this is deceptive pricing and is miss leading to people like me who operate small not for profit organizations who rely on discounted deals such as the one advertised by them. It is disheartening and I hope we can clarify the communication on what the ad is truly advertising
Sincerely,
*** ***
Aloha,The Hawaii Prince Hotel Waikiki is currently advertising our 'Spring Into Summer' promotion fot the period of 4/1/15-9/30/15. The rate for this promotion starts at $280 per night with a 3rd night free. The $280 rate is the lowest rate available during the period, but is not...
available for all of the dates. We have dates during out peak travel period starting at $299 per night, 3rd night free. Our advertising campaign tagline was 'Starting rates from $280 per night, Marina category' to highlight where or rate offer starts from. This is similar to an airline sayng that they have rates starting from $80 and the rate is not available for all of the dates that are noted on the promotion. It is the same seat, but a different rate applies at different times or dates. On our website, we do include our standard verbiage of "Some restrictions and blackout dates may apply."Unfortunately, the booking period selected by the guest does run during peak travel times, and we communicated the current rate of $299 to the guest. However, the $280 rate is still currently available, and the availability of these rates can be checked by the guest through our online booking system or by calling our Reservations Office.
We apologize for the confusion. We think the $299 per night rate with the 3rd night free is still a fantastic deal, and we would love to have the guest stay with our hotel. Mahalo, and let us know of any further questions.
Sincerely,[redacted]
Subject: Case ID [redacted]Aloha,We appreciate receiving feedback on booking experiences with the Hawaii Prince Hotel Waikiki. We are currently advertising "Prince Spring into Summer Third Night Free." Our reservation engine displays our...
night offer as an average daily rate per night. The rates and terms are clearly displayed when the reserv<ltion process is completed.To clarify any future misunderstandings on this reservations process, we have since added verbiage on the front page of the promotion to state, "Prince Spring Into Summer Third Night Free- Avg Daily Rate After Free Night." Please also rest assured that we have extensive agent training and proper procedures to communicate our offers clearly.We sincerely regret for the confusion on this promotion. We hope that Mr. [redacted] will reconsider visiting with us to enjoy the great value we offer here at the Hawaii Prince Hotel Waikiki. Our hotel is located at the [redacted] to Waikiki with all ocean view rooms; we offer complimentary shuttle service through Waikiki and Ala Moana Center and Wi·Fi service inthe lobby and pool area; our dining outlets are award-winning; and our staff really embodies the spirit of Aloha.Sincerely,Wade G[redacted]General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I'm still waiting for the company the complete what they have promised me.
I received phone call from the director of restaurant on March 3, 2016. I was promised that I would receive a check the right amount of money that my parents should have received and a letter of apology in written format. It has been 18 days, I'm still waiting for their letter of apology and check with the right amount.
Sincerely,
[redacted]
Aloha,We appreciate receiving feedback from our guests It is through their experience that we are able to measure our services and make necessary improvementsAs soon as we were alerted by Revdex.com on March 1, 2016, we were very concerned to learn of Ms*** ***'s incidentWe addressed it
immediately with all staff involvedThe director of restaurant contacted Ms*** on March 3, to personally apologize and further assist with a satisfactory resolution.We sincerely regret for this dining incidentIn our direct contact with Ms***, we are hopeful that she will give us another opportunity to share our hospitality on her family's return visit to Hawaii
Complaint: ***
Mr*** ***
I do not accept the response made by the Hawaii Prince Hotel Waikiki as I feel the advertising was deceptive. I understand the point they are trying to makesimply statedthe rates start at one value and may increase. However the advertisement did not reflect what they are now sayingthat there are black out periods, or even reference a higher price at peak travel periods. No reference was made to the month of July not being included in reduced pricing-- the advertisement said 4/1/15-9/30/
To add salt to the wound I called and attempted to communicate what I felt to be deceptive advertising and the hotel staff clearly communicated, as they did in this letter, they felt there to be no fault on their part and no reason to accommodate my request. . This concerns me as I feel strongly that the ad was miss leading and they clearly do not. The reduced rate certainly caught my attention and in fact I did book rooms, but not at the reduced rateThe pricing changed as soon as I entered the reservation dates. This was not related to "room upgrades" but actual dates. There was no reference to dates being blocked, blacked out or not available in any part of that advertisementYes- there was a reference to rooms "starting at the $rate". However I understood form the ad that upgrades would increase pricenot dates for the reservation. I would understand how base level rooms would begin at the reduced rate and increase with a better view for instanceHowever I do not understand why the time frame noted was not honored when not referenced in the ad
It felt misleading to me, and I feel others would understand the advertisement in the same manner I didThis advertising could fool anyone. it did not feel truthful to me and what most concerns me is the staff did not see any problem.
So, I do not accept the response. There was no mention of dates that would not be honored in any part of the adI feel the hotel should cease and desist this advertisement as it does not truly offer this rate for the month of July- nor does the advertisement reflect any statement related to not being available during peak travel times. Perhaps a new ad that indicates peak travel dates would also inflate the rate? I am a fan of this hotel chain and I am looking forward to staying there in the futureI have already paid for my trip-- and not at a reduced rate. I am not trying to cash in on anything free. I simply don't want others to experience the same challenges I experienced. I eel the staff at the Prince Hawaii Hotel do not understand that this is deceptive pricing and is miss leading to people like me who operate small not for profit organizations who rely on discounted deals such as the one advertised by them. It is disheartening and I hope we can clarify the communication on what the ad is truly advertising
Sincerely,
*** ***
Aloha,The Hawaii Prince Hotel Waikiki is currently advertising our 'Spring Into Summer' promotion fot the period of 4/1/15-9/30/15. The rate for this promotion starts at $280 per night with a 3rd night free. The $280 rate is the lowest rate available during the period, but is not...
available for all of the dates. We have dates during out peak travel period starting at $299 per night, 3rd night free. Our advertising campaign tagline was 'Starting rates from $280 per night, Marina category' to highlight where or rate offer starts from. This is similar to an airline sayng that they have rates starting from $80 and the rate is not available for all of the dates that are noted on the promotion. It is the same seat, but a different rate applies at different times or dates. On our website, we do include our standard verbiage of "Some restrictions and blackout dates may apply."Unfortunately, the booking period selected by the guest does run during peak travel times, and we communicated the current rate of $299 to the guest. However, the $280 rate is still currently available, and the availability of these rates can be checked by the guest through our online booking system or by calling our Reservations Office.
We apologize for the confusion. We think the $299 per night rate with the 3rd night free is still a fantastic deal, and we would love to have the guest stay with our hotel. Mahalo, and let us know of any further questions.
Sincerely,[redacted]
Subject: Case ID [redacted]Aloha,We appreciate receiving feedback on booking experiences with the Hawaii Prince Hotel Waikiki. We are currently advertising "Prince Spring into Summer Third Night Free." Our reservation engine displays our...
night offer as an average daily rate per night. The rates and terms are clearly displayed when the reserv<ltion process is completed.To clarify any future misunderstandings on this reservations process, we have since added verbiage on the front page of the promotion to state, "Prince Spring Into Summer Third Night Free- Avg Daily Rate After Free Night." Please also rest assured that we have extensive agent training and proper procedures to communicate our offers clearly.We sincerely regret for the confusion on this promotion. We hope that Mr. [redacted] will reconsider visiting with us to enjoy the great value we offer here at the Hawaii Prince Hotel Waikiki. Our hotel is located at the [redacted] to Waikiki with all ocean view rooms; we offer complimentary shuttle service through Waikiki and Ala Moana Center and Wi·Fi service inthe lobby and pool area; our dining outlets are award-winning; and our staff really embodies the spirit of Aloha.Sincerely,Wade G[redacted]General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I'm still waiting for the company the complete what they have promised me.
I received phone call from the director of restaurant on March 3, 2016. I was promised that I would receive a check the right amount of money that my parents should have received and a letter of apology in written format. It has been 18 days, I'm still waiting for their letter of apology and check with the right amount.
Sincerely,
[redacted]