Aloha Ms***, I personally spoke to Mr [redacted] on November 11, to extend my deepest apologies for not providing the exact room type as booked As a hotel gesture, I extended to refund the $amenity fee charged that evening and send Mr [redacted] a certificate for a future two-night complimentary return stay Mr [redacted] accepted the gesture and seemed pleased with the service recovery If you are willing to go over anything else that has been amiss or that you may like to address regarding this experience, please feel free to reach out to me at [redacted] or via email at [redacted] .Regards, Shaun B***ASSISTANT GENERAL MANAGER [redacted]
Aloha Ms. [redacted], I personally spoke to Mr. [redacted] on November 11, 2015 to extend my deepest apologies for not providing the exact room type as booked. As a hotel gesture, I extended to refund the $20 amenity fee charged that evening and send Mr. [redacted] a...
certificate for a future two-night complimentary return stay. Mr. [redacted] accepted the gesture and seemed pleased with the service recovery. If you are willing to go over anything else that has been amiss or that you may like to address regarding this experience, please feel free to reach out to me at [redacted] or via email at [redacted].Regards, Shaun B[redacted]ASSISTANT GENERAL MANAGER[redacted]
[redacted]
[redacted]
Dear Mr. [redacted],
Please accept my sincere apologies for the inconvenience experienced with the life safety alarm that alerted our guests late on the evening of August 26, 2014. We take all life safety alarms seriously and properly investigate each instance to ensure the safety of our...
guests and associates. It was fortunate that this was only a false alarm and there was no emergency. Additionally, it is truly unfortunate that an injury to your leg was sustained during your stay. After researching this matter further, I see a security report was filed in result of the injury. At that time, the security officer that responded to the room administered first-aid by providing and wrapping a cold compress. Further medical assistance was offered and declined at that time.
We pride ourselves on high standards of service. I am confident that prior or immediately after your departure from the hotel, if we had been given the opportunity, the hotel management team could have extended our sincerest apologies and offered a mutually agreeable resolution to this matter. Regrettably, since you have requested for medical reimbursement in your desired resolution, I will have to defer this issue to our insurance company for further involvement.
If you are willing to go over anything else that has been amiss or that you may like to address regarding this experience, please feel free to reach out to me at ([redacted]) [redacted] or via email at [email protected].
Regards,
[redacted]
Assistant General Manager
Aloha [redacted], After researching this issue, it was found that Ms. [redacted]...
contacted the hotel management at that time regarding the possibility of bed bugs after finding a bug in her room and having bug bites marks on her legs. At that time, we followed proper protocols by sending a manager to do a preliminary inspection in her room which turned out to be negative findings of bed bugs. As per our protocol, the management team placed the room out of service for further inspection by our pest control service. [redacted], our pest control company at that time, reported negative findings for bed bugs. Another manager called her back and left a message for Ms. [redacted] to call back in which she did and spoke to the first manager. That manager again apologized for the situation and tried to explain that the pest control company concluded with negative findings. She did not believe him, asked for the report and compensation proceeded with a request to speak to a higher ranking manager. Unfortunately, there are no other records on file or if indeed the management escalation occurred. There was only an apology issued. Lastly, there were no other complaints filed from that room in the ensuing weeks of this guest’s claim of possible bed bugs. This transaction all happened shortly before my time. Since then, with your assistance, we were able to create an online Revdex.com profile to answer all complaints or inquiries in a timely matter. The lack of follow through and resolution to this situation is not reflective of the high standards of service of our current hotel management team. Please let me know if there is anything further I can do to assist with achieving final resolution to this matter. Mahalo Nui Loa,
Shaun B[redacted]ASSISTANT GENERAL MANAGER2490 Kalakaua Ave, Honolulu, HI 96815 [redacted] [redacted] www.PacificBeachHotel.com
Aloha Ms***, I personally spoke to Mr [redacted] on November 11, to extend my deepest apologies for not providing the exact room type as booked As a hotel gesture, I extended to refund the $amenity fee charged that evening and send Mr [redacted] a certificate for a future two-night complimentary return stay Mr [redacted] accepted the gesture and seemed pleased with the service recovery If you are willing to go over anything else that has been amiss or that you may like to address regarding this experience, please feel free to reach out to me at [redacted] or via email at [redacted] .Regards, Shaun B***ASSISTANT GENERAL MANAGER [redacted]
Aloha Ms. [redacted], I personally spoke to Mr. [redacted] on November 11, 2015 to extend my deepest apologies for not providing the exact room type as booked. As a hotel gesture, I extended to refund the $20 amenity fee charged that evening and send Mr. [redacted] a...
certificate for a future two-night complimentary return stay. Mr. [redacted] accepted the gesture and seemed pleased with the service recovery. If you are willing to go over anything else that has been amiss or that you may like to address regarding this experience, please feel free to reach out to me at [redacted] or via email at [redacted].Regards, Shaun B[redacted]ASSISTANT GENERAL MANAGER[redacted]
[redacted]
[redacted]
Dear Mr. [redacted],
Please accept my sincere apologies for the inconvenience experienced with the life safety alarm that alerted our guests late on the evening of August 26, 2014. We take all life safety alarms seriously and properly investigate each instance to ensure the safety of our...
guests and associates. It was fortunate that this was only a false alarm and there was no emergency. Additionally, it is truly unfortunate that an injury to your leg was sustained during your stay. After researching this matter further, I see a security report was filed in result of the injury. At that time, the security officer that responded to the room administered first-aid by providing and wrapping a cold compress. Further medical assistance was offered and declined at that time.
We pride ourselves on high standards of service. I am confident that prior or immediately after your departure from the hotel, if we had been given the opportunity, the hotel management team could have extended our sincerest apologies and offered a mutually agreeable resolution to this matter. Regrettably, since you have requested for medical reimbursement in your desired resolution, I will have to defer this issue to our insurance company for further involvement.
If you are willing to go over anything else that has been amiss or that you may like to address regarding this experience, please feel free to reach out to me at ([redacted]) [redacted] or via email at [email protected].
Regards,
[redacted]
Assistant General Manager
Aloha [redacted], After researching this issue, it was found that Ms. [redacted]...
contacted the hotel management at that time regarding the possibility of bed bugs after finding a bug in her room and having bug bites marks on her legs. At that time, we followed proper protocols by sending a manager to do a preliminary inspection in her room which turned out to be negative findings of bed bugs. As per our protocol, the management team placed the room out of service for further inspection by our pest control service. [redacted], our pest control company at that time, reported negative findings for bed bugs. Another manager called her back and left a message for Ms. [redacted] to call back in which she did and spoke to the first manager. That manager again apologized for the situation and tried to explain that the pest control company concluded with negative findings. She did not believe him, asked for the report and compensation proceeded with a request to speak to a higher ranking manager. Unfortunately, there are no other records on file or if indeed the management escalation occurred. There was only an apology issued. Lastly, there were no other complaints filed from that room in the ensuing weeks of this guest’s claim of possible bed bugs. This transaction all happened shortly before my time. Since then, with your assistance, we were able to create an online Revdex.com profile to answer all complaints or inquiries in a timely matter. The lack of follow through and resolution to this situation is not reflective of the high standards of service of our current hotel management team. Please let me know if there is anything further I can do to assist with achieving final resolution to this matter. Mahalo Nui Loa,
Shaun B[redacted]ASSISTANT GENERAL MANAGER2490 Kalakaua Ave, Honolulu, HI 96815 [redacted] [redacted] www.PacificBeachHotel.com