Reeds Bay Resort Hotel Ltd.

Complaint: [redacted] I am rejecting this response because:Aloha,I feel I am due a full refund, due to the fact that I did not actually have a reservationAfter I had emailed the company, I spoke with someone on the phone who told me to cancel the entire reservation and call back if I needed that nightI never did call back because I never needed the room that nightI actually did not hear again from the hotel until 10:PM that nightAfter waking me upI told her I never actually had a reservation to which she responded saying "we will keep your deposit"Not wanting to argue with her in the middle of the nightI quickly got off the phone I therefore do not accept a response and feel they are just trying to take my moneyIf they were actually full that night why didn't they call me at 530PM that someone could have rented the room Sincerely, [redacted]

Tell us why here...Aloha,Mr [redacted] per our explaination below of his compalint is not due any refund from his two reservations for one night becausehe did not give notice of his cancellation after making changes from his nighrs to one night only We did offer him a choice whichwe do to all the clients that fail to cancel reservations 24-hours in advance.We offered him a rooms credit toward a future reservation and in his case we refuse to refund the full amount of deposit because wewere full (100%) on the night of the 17thNormally, we would refund if we were not 100% - on any night in a situation -We even offered him a refund of one of the the two deposits even though we did not have to.Reason for this non-refund situation is because:1) Mr [redacted] made reservation through Booking.com for rooms for night s on Dec4, 20162) He cancelled his reservation with Booking.com in order to accommodate his request to only have one night reservation for both roomsEmail was sent to Mr [redacted] helping him how to change his reservation upon request before his call to change his reservation date.3)He failed to notify the hotel he doesn't need the rooms anymore He has days before his arrival date to respond the hotel after the hotel send a confirmation of the changes of his reservation and the availability of the accommodationAttached is the escript from the emails sent to MrReily.2017-02-07:52:54Aloha,The following is th summary of your modified reservation.Che(3PM-10:00PM): February , 2017Check-out (by 11AM): February , 2017Your deposit is applied for this one night reservation.Your balance due upon checkiis $0.00Thank you for booking with us.Mahalo,EmmaHilo Reeds Bay Hotel(Show less)2017-02-09:55:43Aloha,You modify here in your reservation from nights to one night, cancelling the first night.They can not say there is no room, because you are cancelling only the first night not thewhole reservation.If it doesn't work just cancel the whole thing and call us and let us know, we will hold your reservation for you for one night on the night of Feb 17th.Just let us know.Mahalo,EmmaHilo Reeds Bay Hotel(Show less)2017-02-07:56:05hello,unfortunately I need to cancel the rooms booked for the night of February 16th We will still check in on the 17th Thank you, *** After our response for Dec response he called and the same information was relayed by us what he would do.After phone call he cancelled through Booking.com because he cannot modify through the website, so we confirmed the reservation for one night.He has days to response to us and reject the confirmation that he don't want it anymore but he didn't.Mr [redacted] never cancelled by phone or sent a message.Our offer still stands.MrDon I***General ManagerHilo Reeds Bay Hotel

Subject: Complaint ID# ***
Aloha *** ***:
There was an attempt to resolve this complaint with the party involve while here at the hotel by an offer to move them to another room with an upgrade to a deluxe room from their standard roomWe pride ourselves to have an
apartment size refrigerator in each roomThe party involve caused the refrigerator not to close completely by moving one of the shelves which interfered with the smallshelf on most all refregerator doors They had a box of unknown ingredients we believed to refrigerate which was the only item in the refrigerator at that time of the problemThere is definely misstatements
made by the party"s complaint 1) "All food got bad" (food) none in refrigerator except the box 2) we did try to resolve this matter by an offer of a different room but refusedNo complaint when it was rented the next guests the day they check outWe will refund to the party as requested of one night but we do not expect a return visit by them to our Hotel - We keep a "do not rent to list"
We aim to please all our guests at all times - during and after any complaints - we pride ourselves to have the highest and best customer rating on Banyan Drive in Hilo!
We thank you on your assistance to resolve on this matter Sincerely yours, Don I***

April 01, RE: ID ***
Aloha Hawaii Revdex.com:
Thank you for
bringing this situation to our attention We are pleased to inform you, this situation has been resolved, expeditiously and to the satisfaction of our customerDuring our investigation, it was discovered that the customer's record were inadvertently destroyed All information pertaining to her personal credit card, her card numbers,
v-code(she called it pin number) and reservation was accidentally put into the files to be shredded, all reservation which are cancelled got destroyed The employee responsible
for misfiling of this reservation, as a cancelled reservation, was disciplined and put on a temporary leave of absenceWe sincerely apologized to our customer and insured her that our long standing security policy to our customer was never compromisedThe only deficiency was in human error,
when the employee destroyed the reservation data as a cancelled It is always our goal at Reeds Bay Resort Hotel to make all our guests feel we are their home away from
home, with a positive and enjoyable experience and most of all for them to feel their personal information is safe with usWe will continue to strive to exceed in hospitality, accommodations and to leave our visitors with a memorable experience while visiting our islandMahalo for all you do for our community*** ***
Gen Manager
Reeds Bay Resort Hotel

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.In addition the hotel called me personally and expressed their deepest apologiesI was also offered free accomodations for the tine of my travelThank you to all involved
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because:Aloha,I feel I am due a full refund, due to the fact that I did not actually have a reservation. After I had emailed the company, I spoke with someone on the phone who  told me to cancel the entire reservation and call back if I needed that night. I never did call back because I never needed the room that night. I actually did not hear again from the hotel until 10:30 PM that night. After waking me up. I told her I never actually had a reservation to which she responded saying "we will keep your deposit". Not wanting to argue with her in the middle of the night. I quickly got off the phone I therefore do not accept a response and feel they are just trying to take my money. If they were actually full that night why didn't they call me at 530PM that someone could have rented the room.
Sincerely,
[redacted]

Subject: Complaint ID# [redacted]Aloha [redacted]:There was an attempt to resolve this complaint with the party involve while here at the hotel by an offer to move them to another room with an upgrade to a deluxe room from their standard room.We pride ourselves to have an apartment size refrigerator...

in each room. The party involve caused the refrigerator not to close completely by moving one of the shelves which interfered with the smallshelf on most all refregerator doors.  They had a box of unknown ingredients we believed to refrigerate which was the only item in the refrigerator at that time of the problem. There is definely 2 misstatementsmade by the party"s complaint 1) "All food got bad" (food) none in refrigerator except the box 2) we did try to resolve this matter by an offer of a different room but refused. No complaint when it was rented the next guests the day they check out. We will refund to the party as requested of one night but we do not expect a return visit by them to our Hotel - We keep a "do not rent to list"We aim to please all our guests at all times - during and after any complaints - we pride ourselves to have the highest  and best customer rating on Banyan Drive in Hilo!We thank you on your assistance to resolve on this matter.    Sincerely yours,  Don I[redacted]

April 01, 2016RE: ID [redacted]Aloha Hawaii Revdex.com:Thank you for bringing this situation to our attention.  We are pleased to inform you, this situation has been resolved, expeditiously and to the satisfaction of our customer.During our investigation, it was discovered that the...

customer's record were inadvertently destroyed.  All information pertaining to her personal credit card, her card numbers,v-code(she called it pin number) and reservation was accidentally put into the files to be shredded, all reservation which are cancelled got destroyed.  The employee responsiblefor misfiling of this reservation, as a cancelled reservation, was disciplined and put on a temporary leave of absence.We sincerely apologized to our customer and insured her that our long standing security policy to our customer was never compromised. The only deficiency was in human error,when the employee destroyed the reservation data as a cancelled.  It is always our goal at Reeds Bay Resort Hotel to make all our guests feel we are their home away from home, with a positive and enjoyable experience and most of all for them to feel their personal information is safe with us.We will continue to strive to exceed in hospitality, accommodations and to leave our visitors with a memorable experience while visiting our island.Mahalo for all you do for our community...[redacted]Gen Manager Reeds Bay Resort Hotel

Tell us why here...Aloha,Mr. [redacted] per our explaination below of his compalint is not due any refund from his two reservations for one night becausehe did not give notice of his cancellation after making changes from his 2 nighrs to one night only.  We did offer him a choice whichwe do to...

all the clients that fail to cancel reservations 24-48 hours in advance.We offered him a 2 rooms  credit toward a future reservation and in his case we refuse to refund the full amount of deposit because wewere full (100%) on the night of the 17th. Normally,  we would refund if we were not 100% - on any night in a normal situation -We even offered him a refund of one of the the two deposits even though we did not have to.Reason for this non-refund situation is because:1).  Mr. [redacted] made reservation through Booking.com for 2 rooms for 2 night s on Dec. 4, 20162).  He cancelled his reservation with Booking.com in order to accommodate his request to only have one night reservation for both rooms30. Email was sent to Mr. [redacted] helping him how to change his reservation upon request before his call to change his reservation  date.3). He failed to notify the hotel he doesn't need the rooms anymore.  He has 10 days before his arrival date to respond the hotel      after the hotel send  a confirmation of the changes of his reservation and the availability of the accommodation. Attached is the escript from the emails sent to Mr. Reily.2017-02-06 07:52:54Aloha,The following is th summary of your modified reservation.Check-in (3PM-10:00PM): February 17 , 2017Check-out (by 11AM): February 18  , 2017Your deposit is applied for this one night reservation.Your balance due upon checking-in is $0.00Thank you for booking with us.Mahalo,EmmaHilo Reeds Bay Hotel(Show less)2017-02-05 09:55:43Aloha,You modify here in your reservation from 2 nights to one night, cancelling the first night.They can not say there is no room, because you are cancelling only the first night not thewhole reservation.If it doesn't work just cancel the whole thing and call us and let us know, we will hold your reservation for you for one night on the night of Feb 17th.Just let us know.Mahalo,EmmaHilo Reeds Bay Hotel(Show less)2017-02-05 07:56:05hello,unfortunately I need to cancel the rooms booked for the night of February 16th.  We will still check in on the 17th.  Thank you,  [redacted]  After our response for Dec 5 response he called and the same information was relayed by us what he would do.After phone call he cancelled through Booking.com because he cannot modify through the website,  so we confirmed the reservation for one night.He has 10 days to response to us and reject the confirmation that he don't want it anymore but he didn't.Mr. [redacted] never cancelled by phone or sent a message.Our offer still stands.Mr. Don I[redacted]General ManagerHilo Reeds Bay Hotel