Dear [redacted] , We advise all our guests of our 72-hour cancellation policy upon the time of booking and a deposit equivalent to night is charged at the time of bookingEarly cherequests are granted upon availability at the time of arrival at the hotelConfirmation letters are sent via email as a last step in the reservation process This guest booked his reservation by phone at 9:am on 10/12/15, the deposit was charged and a confirmation letter was sent soon thereafterThe room type reserved was not available for cheat 9:am The reservation was cancelled at 12:pm on 10/12/upon the guest’s request and his reservation charge was promptly refunded on the same transaction Feel free to contact me again should you need further assistance Best Regards, Gil A [redacted] Director of Operations
Initial Business Response / [redacted] (1000, 8, 2014/03/10) */ When client came on Friday to set up room for next day's event, we had a major pipe rupture, I explained that we were going to work on it so it would be ready for next day, as they started setting up the room, it was very hot, they asked me if I could turn on the A/C but I told them since we had that pipe problem it was not available, I stayed with them for a while, when I left that night, one of the guests went to the Front Desk and asked if they could turn on the A/C, the front desk unaware of the pipe situation called maintenance department and they had turned on the A/C, I believed it was a miscommunication between areas, since there was no water on the system, our A/C system burned outSince it was a Saturday event I did try to get some portable A/C units but I did not find anyone that could deliver the same dayI rented some industrial fans and had them put all over the room About the dance floor, it was a rental, I do not know what happened, it was not the first time I rented from this vendor, apparently they did not get the order at their warehouse, I rented on Friday for Saturday deliveryWe were not charging the rental to the client as the dance floor was part of the package As for the food, we keep our food on floor for as a food standard procedure, the food was served at the time the client wanted it, and we left it for hours I did offered a credit back but I needed to request it through our corporate office Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The AC problem was never mentioned to us as "not working", now whether someone asked to turn it on is completely not our fault as there should have been better communications between all areas of the hotelAlso there was nothing communicated to us saying that the portable AC units could not be delivered that same dayWe were continuously told "I assure you, everything will be done, and the room will be cooled" multiple times As far as the dance floor, communication is key, if you know you had problems with the vendor, then why even offer it to clients knowing you may or may not get the dance floor the day of the event, or better yet find a vendor that you can trustAnd why rent it the friday before the event The credit of $was offered the day we sent the complaint into the Revdex.com, but we feel that $does not come close to all the problems that we encountered with the hotel, and the amount of time that it took us to finally get an answer back from the hotelWe feel that through everything that happened and the lack of communication, the lack of follow through, and the lack of sympathy towards everything we should be refunded at least a half of what we spent for the horrible experience we had Final Business Response / [redacted] (4000, 13, 2014/04/04) */ From: [redacted] (mailto: [redacted] @kulanaterrace.com) Sent: Thursday, April 03, 9:PM To: [redacted] Cc: [redacted] Subject: RE: Case # [redacted] Aloha Mr [redacted] , Attached is a letter we sent to MrsPerkins responding to her complaint If there is anything else you would like from me, please feel free to contact me Sincerely, [redacted] Food & Beverage Manager Kulana Terrace Restaurant & Bar [redacted] @kulanaterrace.com
Initial Business Response /* (1000, 8, 2014/03/10) */
When client came on Friday to set up room for next day's event, we had a major pipe rupture, I explained that we were going to work on it so it would be ready for next day, as they started setting up the room, it was very hot, they asked...
me if I could turn on the A/C but I told them since we had that pipe problem it was not available, I stayed with them for a while, when I left that night, one of the guests went to the Front Desk and asked if they could turn on the A/C, the front desk unaware of the pipe situation called maintenance department and they had turned on the A/C, I believed it was a miscommunication between areas, since there was no water on the system, our A/C system burned out. Since it was a Saturday event I did try to get some portable A/C units but I did not find anyone that could deliver the same day. I rented some industrial fans and had them put all over the room.
About the dance floor, it was a rental, I do not know what happened, it was not the first time I rented from this vendor, apparently they did not get the order at their warehouse, I rented on Friday for Saturday delivery. We were not charging the rental to the client as the dance floor was part of the package.
As for the food, we keep our food on floor for 90 as a food standard procedure, the food was served at the time the client wanted it, and we left it for 2 hours.
I did offered a credit back but I needed to request it through our corporate office.
Initial Consumer Rebuttal /* (3000, 10, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The AC problem was never mentioned to us as "not working", now whether someone asked to turn it on is completely not our fault as there should have been better communications between all areas of the hotel. Also there was nothing communicated to us saying that the portable AC units could not be delivered that same day. We were continuously told "I assure you, everything will be done, and the room will be cooled" multiple times.
As far as the dance floor, communication is key, if you know you had problems with the vendor, then why even offer it to clients knowing you may or may not get the dance floor the day of the event, or better yet find a vendor that you can trust. And why rent it the friday before the event.
The credit of $1000.00 was offered the day we sent the complaint into the Revdex.com, but we feel that $1000.00 does not come close to all the problems that we encountered with the hotel, and the amount of time that it took us to finally get an answer back from the hotel. We feel that through everything that happened and the lack of communication, the lack of follow through, and the lack of sympathy towards everything we should be refunded at least a half of what we spent for the horrible experience we had.
Final Business Response /* (4000, 13, 2014/04/04) */
From: [redacted] (mailto:[redacted]@kulanaterrace.com)
Sent: Thursday, April 03, 2014 9:28 PM
To: [redacted]
Cc: [redacted]
Subject: RE: Case #[redacted]
Aloha Mr. [redacted],
Attached is a letter we sent to Mrs. Perkins responding to her complaint.
If there is anything else you would like from me, please feel free to contact me.
Sincerely,
[redacted]
Food & Beverage Manager
Kulana Terrace Restaurant & Bar
[redacted]@kulanaterrace.com
Dear [redacted],
We advise all our guests of our 72-hour cancellation policy
upon the time of booking and a deposit equivalent to 1 night is charged at the
time of booking. Early check-in requests are granted upon availability at...
the
time of arrival at the hotel. Confirmation letters are sent via email as a last
step in the reservation process.
This guest booked his reservation by phone at 9:00 am on
10/12/15, the deposit was charged and a confirmation letter was sent soon
thereafter. The room type reserved was not available for check-in at 9:00 am.
The reservation was cancelled at 12:17 pm on 10/12/15 upon
the guest’s request and his reservation charge was promptly refunded on the
same transaction.
Feel free to contact me again should you need further
assistance.
Best Regards,
Dear [redacted] , We advise all our guests of our 72-hour cancellation policy upon the time of booking and a deposit equivalent to night is charged at the time of bookingEarly cherequests are granted upon availability at the time of arrival at the hotelConfirmation letters are sent via email as a last step in the reservation process This guest booked his reservation by phone at 9:am on 10/12/15, the deposit was charged and a confirmation letter was sent soon thereafterThe room type reserved was not available for cheat 9:am The reservation was cancelled at 12:pm on 10/12/upon the guest’s request and his reservation charge was promptly refunded on the same transaction Feel free to contact me again should you need further assistance Best Regards, Gil A [redacted] Director of Operations
Initial Business Response / [redacted] (1000, 8, 2014/03/10) */ When client came on Friday to set up room for next day's event, we had a major pipe rupture, I explained that we were going to work on it so it would be ready for next day, as they started setting up the room, it was very hot, they asked me if I could turn on the A/C but I told them since we had that pipe problem it was not available, I stayed with them for a while, when I left that night, one of the guests went to the Front Desk and asked if they could turn on the A/C, the front desk unaware of the pipe situation called maintenance department and they had turned on the A/C, I believed it was a miscommunication between areas, since there was no water on the system, our A/C system burned outSince it was a Saturday event I did try to get some portable A/C units but I did not find anyone that could deliver the same dayI rented some industrial fans and had them put all over the room About the dance floor, it was a rental, I do not know what happened, it was not the first time I rented from this vendor, apparently they did not get the order at their warehouse, I rented on Friday for Saturday deliveryWe were not charging the rental to the client as the dance floor was part of the package As for the food, we keep our food on floor for as a food standard procedure, the food was served at the time the client wanted it, and we left it for hours I did offered a credit back but I needed to request it through our corporate office Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The AC problem was never mentioned to us as "not working", now whether someone asked to turn it on is completely not our fault as there should have been better communications between all areas of the hotelAlso there was nothing communicated to us saying that the portable AC units could not be delivered that same dayWe were continuously told "I assure you, everything will be done, and the room will be cooled" multiple times As far as the dance floor, communication is key, if you know you had problems with the vendor, then why even offer it to clients knowing you may or may not get the dance floor the day of the event, or better yet find a vendor that you can trustAnd why rent it the friday before the event The credit of $was offered the day we sent the complaint into the Revdex.com, but we feel that $does not come close to all the problems that we encountered with the hotel, and the amount of time that it took us to finally get an answer back from the hotelWe feel that through everything that happened and the lack of communication, the lack of follow through, and the lack of sympathy towards everything we should be refunded at least a half of what we spent for the horrible experience we had Final Business Response / [redacted] (4000, 13, 2014/04/04) */ From: [redacted] (mailto: [redacted] @kulanaterrace.com) Sent: Thursday, April 03, 9:PM To: [redacted] Cc: [redacted] Subject: RE: Case # [redacted] Aloha Mr [redacted] , Attached is a letter we sent to MrsPerkins responding to her complaint If there is anything else you would like from me, please feel free to contact me Sincerely, [redacted] Food & Beverage Manager Kulana Terrace Restaurant & Bar [redacted] @kulanaterrace.com
Initial Business Response /* (1000, 8, 2014/03/10) */
When client came on Friday to set up room for next day's event, we had a major pipe rupture, I explained that we were going to work on it so it would be ready for next day, as they started setting up the room, it was very hot, they asked...
me if I could turn on the A/C but I told them since we had that pipe problem it was not available, I stayed with them for a while, when I left that night, one of the guests went to the Front Desk and asked if they could turn on the A/C, the front desk unaware of the pipe situation called maintenance department and they had turned on the A/C, I believed it was a miscommunication between areas, since there was no water on the system, our A/C system burned out. Since it was a Saturday event I did try to get some portable A/C units but I did not find anyone that could deliver the same day. I rented some industrial fans and had them put all over the room.
About the dance floor, it was a rental, I do not know what happened, it was not the first time I rented from this vendor, apparently they did not get the order at their warehouse, I rented on Friday for Saturday delivery. We were not charging the rental to the client as the dance floor was part of the package.
As for the food, we keep our food on floor for 90 as a food standard procedure, the food was served at the time the client wanted it, and we left it for 2 hours.
I did offered a credit back but I needed to request it through our corporate office.
Initial Consumer Rebuttal /* (3000, 10, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The AC problem was never mentioned to us as "not working", now whether someone asked to turn it on is completely not our fault as there should have been better communications between all areas of the hotel. Also there was nothing communicated to us saying that the portable AC units could not be delivered that same day. We were continuously told "I assure you, everything will be done, and the room will be cooled" multiple times.
As far as the dance floor, communication is key, if you know you had problems with the vendor, then why even offer it to clients knowing you may or may not get the dance floor the day of the event, or better yet find a vendor that you can trust. And why rent it the friday before the event.
The credit of $1000.00 was offered the day we sent the complaint into the Revdex.com, but we feel that $1000.00 does not come close to all the problems that we encountered with the hotel, and the amount of time that it took us to finally get an answer back from the hotel. We feel that through everything that happened and the lack of communication, the lack of follow through, and the lack of sympathy towards everything we should be refunded at least a half of what we spent for the horrible experience we had.
Final Business Response /* (4000, 13, 2014/04/04) */
From: [redacted] (mailto:[redacted]@kulanaterrace.com)
Sent: Thursday, April 03, 2014 9:28 PM
To: [redacted]
Cc: [redacted]
Subject: RE: Case #[redacted]
Aloha Mr. [redacted],
Attached is a letter we sent to Mrs. Perkins responding to her complaint.
If there is anything else you would like from me, please feel free to contact me.
Sincerely,
[redacted]
Food & Beverage Manager
Kulana Terrace Restaurant & Bar
[redacted]@kulanaterrace.com
Dear [redacted],
We advise all our guests of our 72-hour cancellation policy
upon the time of booking and a deposit equivalent to 1 night is charged at the
time of booking. Early check-in requests are granted upon availability at...
the
time of arrival at the hotel. Confirmation letters are sent via email as a last
step in the reservation process.
This guest booked his reservation by phone at 9:00 am on
10/12/15, the deposit was charged and a confirmation letter was sent soon
thereafter. The room type reserved was not available for check-in at 9:00 am.
The reservation was cancelled at 12:17 pm on 10/12/15 upon
the guest’s request and his reservation charge was promptly refunded on the
same transaction.
Feel free to contact me again should you need further
assistance.
Best Regards,
Gil A[redacted]
Director of Operations