Initial Business Response / [redacted] (1000, 8, 2014/04/04) */ Aloha, this complaint has been resolvedAs of March 26, Mr [redacted] said he would contact Revdex.com to withdrawl his complaintNote, we were able to extend a room to him at the Ala Moana Hotel Initial Consumer Rebuttal / [redacted] (2000, 10, 2014/04/05) */ Hi, Please close complaint as Outrigger Hotels accommodated me fairly Thank you, [redacted] ***
Security was originally responding to a complaint from another guest of the hotel Upon approaching the room of Ms [redacted] , security also noticed a smell of smoke coming from the [redacted] room The hotel is 100% non-smoking Security knocked on the door and requested identification as standard protocol to identify everyone in the room In this case, there were also unregistered guests in the room Guests were notified that there will be a reconditioning fee for smoke damage in the room At that point guests disputed this claim so the manager on duty advised them she would come up and verify if there is smoke damage in the room When she went up, the guests were not present, so she entered the room just long enough to verify if there was smoke damage in the room.Outrigger is in the hospitality business and we treat all our guests with Aloha but we do have rules at the hotel to provide comfort and safety to all our guests and we need to enforce the rulesSecurity would never have gone up to the room to approach the guests if there was no cause.In a gesture of goodwill, the hotel has already provided an adjustment to the room charges on 2/4/after speaking with Ms [redacted]
Complaint: [redacted] I am rejecting this response because: I am adjusted a $fee for one night for my three night hotel stayI was not given this adjustment until I called back and spoke with the managerHe then lied and said he did not say thatHe said it was either a late check out or a $adjustmentI paid $to stay at this hotel and for my disruption and disturbance I was given $off, that is outrageous!!!! I will be complaining on [redacted] and many other travel sites This is a prime example of horrible customer service Lastly, I did not need to be reminded of what happened that evening in the response letterDid you forget? I was there! Sincerely, Leah [redacted]
Initial Business Response / [redacted] (1000, 13, 2014/05/29) */ Aloha Mr [redacted] , Thank you for taking the time to write to us and I sincerely apologize for the inconveniences and misunderstanding you experienced during check-inYour willingness to share your thoughts is appreciatedOHANA Waikiki East Hotel is committed to providing our guests with the highest quality of serviceWe sincerely regret we fell short of our goal in this instanceYour comments are important us, as we rely on you, our guest, to tell us how we are doing and how we can better meet your needs Outrigger Hotels has been in the hospitality industry for 60+ years, we provide reasonable priced accommodations and care about our guests needsHotel room rate is based upon double occupancy and we do charge an additional $40+tax for the 3rd and 4th guest(s)In addition, according to the conversation you had with our reservation, your reservation was confirmed for guests with no special request for beddingIt would definitely be helpful if we know in advance of your needs, as we try to accommodate all our guests' request Again, your willingness to share your experience is genuinely appreciatedAs a good will gesture, we have credited your credit card for $(it may take 7-business days for the credit to appear on your account)I hope you will allow us the opportunity to serve you in the future, as we would like the opportunity to provide you the level of service you expect from Outrigger & OHANA Hotels Sincerely, [redacted] CFDM Front Office Manager OHANA Waikiki East Hotel [redacted] Honolulu HI Tel: (808) [redacted] Fax: (808) [redacted] E-mail: [redacted]
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
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
Initial Business Response /* (1000, 8, 2014/04/04) */
Aloha, this complaint has been resolved. As of March 26, Mr. [redacted] said he would contact Revdex.com to withdrawl his complaint. Note, we were able to extend a room to him at the Ala Moana Hotel.
Initial Consumer Rebuttal /* (2000, 10,...
2014/04/05) */
Hi,
Please close complaint as Outrigger Hotels accommodated me fairly.
Thank you,
[redacted]
Security was originally responding to a complaint from
another guest of the hotel. Upon
approaching the room of Ms. [redacted], security also noticed a smell of smoke
coming from the [redacted] room. The hotel
is 100% non-smoking. Security knocked
on the door...
and requested identification as standard protocol to identify everyone
in the room. In this case, there were
also unregistered guests in the room.
Guests were notified that there will be a reconditioning fee for smoke
damage in the room. At that point guests
disputed this claim so the manager on duty advised them she would come up and
verify if there is smoke damage in the room.
When she went up, the guests were not present, so she entered the room just
long enough to verify if there was smoke damage in the room.Outrigger is in the hospitality business and we treat all
our guests with Aloha but we do have rules at the hotel to provide comfort and
safety to all our guests and we need to enforce the rules. Security would never
have gone up to the room to approach the guests if there was no cause.In a gesture of goodwill, the hotel has already provided an adjustment
to the room charges on 2/4/15 after speaking with Ms. [redacted].
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]
Complaint: [redacted]
I am rejecting this response because:
I am adjusted a $20 fee for one night for my three night hotel stay. I was not given this adjustment until I called back and spoke with the manager. He then lied and said he did not say that. He said it was either a late check out or a $20 adjustment. I paid $300 to stay at this hotel and for my disruption and disturbance I was given $20 off, that is outrageous!!!!
I will be complaining on [redacted] and many other travel sites.
This is a prime example of horrible customer service.
Lastly, I did not need to be reminded of what happened that evening in the response letter. Did you forget? I was there!
Sincerely,
Leah [redacted]
Dear Mr. [redacted],Please accept our sincere apologies for our breakdown in communication that occurred during your stay at our property. After further review we realize the error occurred upon the qualifying process when you requested the Military rate. Although our hotel does accept the...
$177 rate, this is only for our BPA (Blanket Purchase Agreement) reservations and consists of a 1adult maximum. This rate is usually reserved for Military crew and Military groups. We do have a Military / Government rate that is higher and based on 2 adults in a room, which is where the miscommunication occurred. Please 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 apologies. We would like to offer as a goodwill gesture a refund back to you of the disputed $227.96. 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 us. If 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 50 plus years. Once again, we apologize for the miscommunication and we appreciate the opportunity to make this right with you.Sincerely,Sheryl
Initial Business Response /* (1000, 13, 2014/05/29) */
Aloha Mr. [redacted],
Thank you for taking the time to write to us and I sincerely apologize for the inconveniences and misunderstanding you experienced during check-in. Your willingness to share your thoughts is appreciated. OHANA...
Waikiki East Hotel is committed to providing our guests with the highest quality of service. We sincerely regret we fell short of our goal in this instance. Your comments are important us, as we rely on you, our guest, to tell us how we are doing and how we can better meet your needs.
Outrigger Hotels has been in the hospitality industry for 60+ years, we provide reasonable priced accommodations and care about our guests needs. Hotel room rate is based upon double occupancy and we do charge an additional $40+tax for the 3rd and 4th guest(s). In addition, according to the conversation you had with our reservation, your reservation was confirmed for 2 guests with no special request for bedding. It would definitely be helpful if we know in advance of your needs, as we try to accommodate all our guests' request.
Again, your willingness to share your experience is genuinely appreciated. As a good will gesture, we have credited your credit card for $50 (it may take 7-10 business days for the credit to appear on your account). I hope you will allow us the opportunity to serve you in the future, as we would like the opportunity to provide you the level of service you expect from Outrigger & OHANA Hotels.
Sincerely,
[redacted] CFDM
Front Office Manager OHANA Waikiki East Hotel
[redacted] Honolulu HI 96815
Tel: (808) [redacted] Fax: (808) [redacted]
E-mail: [redacted]
Initial Business Response / [redacted] (1000, 8, 2014/04/04) */ Aloha, this complaint has been resolvedAs of March 26, Mr [redacted] said he would contact Revdex.com to withdrawl his complaintNote, we were able to extend a room to him at the Ala Moana Hotel Initial Consumer Rebuttal / [redacted] (2000, 10, 2014/04/05) */ Hi, Please close complaint as Outrigger Hotels accommodated me fairly Thank you, [redacted] ***
Security was originally responding to a complaint from another guest of the hotel Upon approaching the room of Ms [redacted] , security also noticed a smell of smoke coming from the [redacted] room The hotel is 100% non-smoking Security knocked on the door and requested identification as standard protocol to identify everyone in the room In this case, there were also unregistered guests in the room Guests were notified that there will be a reconditioning fee for smoke damage in the room At that point guests disputed this claim so the manager on duty advised them she would come up and verify if there is smoke damage in the room When she went up, the guests were not present, so she entered the room just long enough to verify if there was smoke damage in the room.Outrigger is in the hospitality business and we treat all our guests with Aloha but we do have rules at the hotel to provide comfort and safety to all our guests and we need to enforce the rulesSecurity would never have gone up to the room to approach the guests if there was no cause.In a gesture of goodwill, the hotel has already provided an adjustment to the room charges on 2/4/after speaking with Ms [redacted]
Complaint: [redacted] I am rejecting this response because: I am adjusted a $fee for one night for my three night hotel stayI was not given this adjustment until I called back and spoke with the managerHe then lied and said he did not say thatHe said it was either a late check out or a $adjustmentI paid $to stay at this hotel and for my disruption and disturbance I was given $off, that is outrageous!!!! I will be complaining on [redacted] and many other travel sites This is a prime example of horrible customer service Lastly, I did not need to be reminded of what happened that evening in the response letterDid you forget? I was there! Sincerely, Leah [redacted]
Initial Business Response / [redacted] (1000, 13, 2014/05/29) */ Aloha Mr [redacted] , Thank you for taking the time to write to us and I sincerely apologize for the inconveniences and misunderstanding you experienced during check-inYour willingness to share your thoughts is appreciatedOHANA Waikiki East Hotel is committed to providing our guests with the highest quality of serviceWe sincerely regret we fell short of our goal in this instanceYour comments are important us, as we rely on you, our guest, to tell us how we are doing and how we can better meet your needs Outrigger Hotels has been in the hospitality industry for 60+ years, we provide reasonable priced accommodations and care about our guests needsHotel room rate is based upon double occupancy and we do charge an additional $40+tax for the 3rd and 4th guest(s)In addition, according to the conversation you had with our reservation, your reservation was confirmed for guests with no special request for beddingIt would definitely be helpful if we know in advance of your needs, as we try to accommodate all our guests' request Again, your willingness to share your experience is genuinely appreciatedAs a good will gesture, we have credited your credit card for $(it may take 7-business days for the credit to appear on your account)I hope you will allow us the opportunity to serve you in the future, as we would like the opportunity to provide you the level of service you expect from Outrigger & OHANA Hotels Sincerely, [redacted] CFDM Front Office Manager OHANA Waikiki East Hotel [redacted] Honolulu HI Tel: (808) [redacted] Fax: (808) [redacted] E-mail: [redacted]
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
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
Initial Business Response /* (1000, 8, 2014/04/04) */
Aloha, this complaint has been resolved. As of March 26, Mr. [redacted] said he would contact Revdex.com to withdrawl his complaint. Note, we were able to extend a room to him at the Ala Moana Hotel.
Initial Consumer Rebuttal /* (2000, 10,...
2014/04/05) */
Hi,
Please close complaint as Outrigger Hotels accommodated me fairly.
Thank you,
[redacted]
Security was originally responding to a complaint from
another guest of the hotel. Upon
approaching the room of Ms. [redacted], security also noticed a smell of smoke
coming from the [redacted] room. The hotel
is 100% non-smoking. Security knocked
on the door...
and requested identification as standard protocol to identify everyone
in the room. In this case, there were
also unregistered guests in the room.
Guests were notified that there will be a reconditioning fee for smoke
damage in the room. At that point guests
disputed this claim so the manager on duty advised them she would come up and
verify if there is smoke damage in the room.
When she went up, the guests were not present, so she entered the room just
long enough to verify if there was smoke damage in the room.Outrigger is in the hospitality business and we treat all
our guests with Aloha but we do have rules at the hotel to provide comfort and
safety to all our guests and we need to enforce the rules. Security would never
have gone up to the room to approach the guests if there was no cause.In a gesture of goodwill, the hotel has already provided an adjustment
to the room charges on 2/4/15 after speaking with Ms. [redacted].
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]
Complaint: [redacted]
I am rejecting this response because:
I am adjusted a $20 fee for one night for my three night hotel stay. I was not given this adjustment until I called back and spoke with the manager. He then lied and said he did not say that. He said it was either a late check out or a $20 adjustment. I paid $300 to stay at this hotel and for my disruption and disturbance I was given $20 off, that is outrageous!!!!
I will be complaining on [redacted] and many other travel sites.
This is a prime example of horrible customer service.
Lastly, I did not need to be reminded of what happened that evening in the response letter. Did you forget? I was there!
Sincerely,
Leah [redacted]
Dear Mr. [redacted],Please accept our sincere apologies for our breakdown in communication that occurred during your stay at our property. After further review we realize the error occurred upon the qualifying process when you requested the Military rate. Although our hotel does accept the...
$177 rate, this is only for our BPA (Blanket Purchase Agreement) reservations and consists of a 1adult maximum. This rate is usually reserved for Military crew and Military groups. We do have a Military / Government rate that is higher and based on 2 adults in a room, which is where the miscommunication occurred. Please 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 apologies. We would like to offer as a goodwill gesture a refund back to you of the disputed $227.96. 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 us. If 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 50 plus years. Once again, we apologize for the miscommunication and we appreciate the opportunity to make this right with you.Sincerely,Sheryl
Initial Business Response /* (1000, 13, 2014/05/29) */
Aloha Mr. [redacted],
Thank you for taking the time to write to us and I sincerely apologize for the inconveniences and misunderstanding you experienced during check-in. Your willingness to share your thoughts is appreciated. OHANA...
Waikiki East Hotel is committed to providing our guests with the highest quality of service. We sincerely regret we fell short of our goal in this instance. Your comments are important us, as we rely on you, our guest, to tell us how we are doing and how we can better meet your needs.
Outrigger Hotels has been in the hospitality industry for 60+ years, we provide reasonable priced accommodations and care about our guests needs. Hotel room rate is based upon double occupancy and we do charge an additional $40+tax for the 3rd and 4th guest(s). In addition, according to the conversation you had with our reservation, your reservation was confirmed for 2 guests with no special request for bedding. It would definitely be helpful if we know in advance of your needs, as we try to accommodate all our guests' request.
Again, your willingness to share your experience is genuinely appreciated. As a good will gesture, we have credited your credit card for $50 (it may take 7-10 business days for the credit to appear on your account). I hope you will allow us the opportunity to serve you in the future, as we would like the opportunity to provide you the level of service you expect from Outrigger & OHANA Hotels.
Sincerely,
[redacted] CFDM
Front Office Manager OHANA Waikiki East Hotel
[redacted] Honolulu HI 96815
Tel: (808) [redacted] Fax: (808) [redacted]
E-mail: [redacted]