Ohana Hospitality Group, LLC

We are a no tolerance hotel.  We do not allow partying, rowdy behavior, or any
behavior that disrupts other guests.  These
guests checked in around 5 P.M. They had been in-house for a few hours before
any complaints came in.  Around 10:30pm these
guest were being so loud that...

multiple rooms complained, one right after the other. We called the guest room multiple
times and they did not answer.  The front desk agent went upstairs, once they exited the elevator they could
hear music and very loud talking.  When they came around the corner there
was people in the hallway drinking alcohol, music playing from one of the rooms
with the door propped open, and very loud talking/laughing. It looked and
sounded like a party.   At that time they were asked by the front desk
agent to please quiet down.  After
returning to the front desk two more calls came in with in a twenty minute time
span.   The front desk went up to the room again and
asked the guest a second time for them to quiet down. Once again they got more complaints so
the third time two front desk agents went up to the room and told them they needed
to leave. The guest in the rooms then proceeded to swarm the front desk agents. They were using vulgar
language and telling the front desk agents they were not leaving the hotel. They were
being physically threatening and calling the staff names to the point that both
staff members were physically shaken and scared. During this whole processes the front desk agents were in contact with the General Manager asking her for
the correct hotel policy in handling this issue.  At this point
the guests had been given several warnings to quiet down with no change in
behavior.  Their behavior was disrupting other
guests to a point they could not sleep. 
Now they have shown aggressive behavior to the front desk staff on duty,
it wasn't until this point that the police were called to escort these guest
off property.  The police were called at
1am and did not escort these guest off property until 1:30 am.  The police also witnessed the aggressive behavior and vulgar language.  This was our last resort, the very last thing
we want to do is call the police and have guests of our hotel escorted off our property.  We are in the business of customer service
and guest satisfaction, not calling the police.  If needed I do have the documentation showing the time of check in, police report, and incident report filled out by all four staff members that were dealing with this issue.