Mt. Taylor Mobile Homes

Thank you for contacting Outrigger Enterprises, Incregarding complaint # *** involving Deposit and Cancellation Policy for *** *** *** by Outrigger.As Ms*** *** correctly stated, our records show that her reservation was made on January 11, and cancelled on January 13,
2016.The reservation was for arrival on May 7, and departure on May 11, 2016, total of nights.Our records show that Ms*** made her reservation and cancelled it directly on our website at *** *** Our Deposit and Cancellation Policy is outlined and available to view online at the following link:*** *** *** *** * *** The policy states:"A deposit of one night's room rate plus taxes is required at time of bookingIf a reservation is cancelled more than days prior to arrival, a cancellation charge of USD plus General Excise Tax will be retained with the balance refunded to guestA reservation cancelled days or less prior to arrival will be subject to full forfeiture of the one night room rate plus General Excise Tax with the balance refunded to guestMajor credit or debit cards are accepted for room deposits."In accordance with the above policy, Ms***'s credit card was processed for one night deposit + tax in the amount of $atthe time of booking on 1/11/16.Subsequently, when the reservation was cancelled on 1/13/16, the $cancellation fee + 4.166% tax was retained and the remaining balance in the amount of $was refunded to the guest on 1/14/16.We regret not to have a chance to discuss this matter with Ms***, as we strive to resolve customer complaints promptlyWe have attempted to contact Ms***, but at this time, we have not been able to reach her.In good faith, we will process the refund of the cancellation charge in the amount of $+ tax and email Ms*** to inform her of our actions

Dear Mr***,Please accept our sincere apologies for our breakdown in communication that occurred during your stay at our propertyAfter further review we realize the error occurred upon the qualifying process when you requested the Military rateAlthough our hotel does accept the $rate,
this is only for our BPA (Blanket Purchase Agreement) reservations and consists of a 1adult maximumThis rate is usually reserved for Military crew and Military groupsWe do have a Military / Government rate that is higher and based on adults in a room, which is where the miscommunication occurredPlease know there were no bad intentions from our front desk personnel as they were simply following our standard operating procedures of how we handle the many types of military reservations that come to our hotel over the years.I hope this helps explain what happened and again, we extend our sincere apologiesWe would like to offer as a goodwill gesture a refund back to you of the disputed $In addition, we would like to invite you back to stay with us so you can experience what we truly pride ourselves in; providing genuine hospitality to all our guests that select to stay with usIf this is acceptable to you, please let me know where we can send a (3) night gift certificate for ocean view accommodations.Outrigger is a strong supporter of the military and we have been providing hotel accommodations for our military service men and women for the past plus yearsOnce again, we apologize for the miscommunication and we appreciate the opportunity to make this right with you.Sincerely,Sheryl

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I will add that the business has a very bad habit of not returning emails which just frustrated the situation and added salt to injury
Sincerely,
*** ***

Aloha, Thank you for contacting Outrigger Reef Waikiki Beach Resort regarding Mr*** ***’s concernHe stayed with us from 9/15/17-9/22/His reservation was booked for a city view room but he opted to upgrade to an ocean front room with Diamond Head view for additional fee upon check-in
Attached is a copy of his signed upgrade form with total amount of $The Front Desk agent stated that she explained the charge to guestHowever, the charge was posted on a separate folio and when guest checked out, he only received the folio for all charges, not including the upgrade chargeMr*** spoke with our Guest Services Managers regarding this issueOn October 14th, 2017, we credited and posted a refund of $as goodwill gesture due to the guest’s dissatisfaction with the upgrade chargeGuest was understanding at the time and we thought this has been resolvedPlease advise Mr*** to contact our Front Office Manager on Duty at *** so we can follow up with him directly Mahalo!

Aloha Ms***,We have investigated the customer concernsand will be sending an apology letter along with full compensation for our clientsstayWe have resolved all of the smoke detector
issues in the unit with new equipmentBy Hawaii State Law, fire extinguishers are not required in the unit
but are available in the hallways outside the units as requiredUnit quality standards
have been addressed with the owner of the unit

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. I do accept the offer the business has made. If they could either credit my credit card or send me a check either is fine with me just please let me know what if anything further I need to do to accept the terms the business has laid out. Thanks
Sincerely,
[redacted]