Complaint: ***
I am rejecting this response because:
In the hotels response they acknowledged the fact that the room didn't have a lanai, the room that I paid for was should've had lanaisThe hotel couldn't move me to another room because they were sold out! Furthermore the hotel knew that the room lacked the lanais before I checked in and should have told me prior to check in and I could have accepted or rejected the room before signing any paperworkInstead they neglected to tell me and I was left no choice but to stay in the room without the lanaisI was offered choices I could upgrade to another suite for $per night or or stay in my room until Wednesday until a room with lanais was availableAgain I paid for a room that I didn't receive and was offered no compensation for the room even if I chose to accept the room on Wednesday so I stayed in my room because my stay was half way over when they could give me the roomI wasn't going to pack my things and move that doesn't make senseWhile at the front desk the manager on duty wouldn't even come from the back to speak to me, the person whom checked me in kept going to the back to speak to the managerWhen asked to speak to the manager they told me noIts not my fault the hotel didn't document the fact that I wasn't satisfied with my roomI have since called *** to verify that I called in to complain and they have documentation that supports that I called in to them and they in turn called the resort and got no where with the hotel manager to the point where *** offered to move me to another location, I declined because I was there attending a seminarWhile the hotel may not have been physically paid *** let me know that they send a letter of guarantee stating funds would be received after checkout, but the rep at the desk did tell me the room was paid for when I complained initially That's neither here nor there the reality is it doesn't matter if they were paid or not the customer service at the resort was non existent because they did nothing to rectify the situationSomeone should have told me they were sold out of the rooms and offered me a free upgrade or offered a refund for my room that didn't have the lanais it should have hadAgain I will gladly pay for a room that does not have a lanai or a patio except none of the room descriptions for the hotel say no balcony, patio, or lanaiEven there standard room offers a lanai, how did I manage to get a SUITE without a lanai? I still stand firm that I'm looking for compensation for the nights that I stayed at the resort in a sub par room that the hotel acknowledges per their response as not having a lanaiI also contacted *** and they too show where I called in on Feb 2,with my initial complaintThe hotel confirmed my accommodations prior to arrival but could not grant it to me upon my arrival which out of my control, but they could have done something to make the situation better and neglected to do so
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2014/07/15) */
Aloha,we have reviewed this complaint from *** *** you have attached the registration form that we give out during check inAt the bottom left clearly states that we advised them of the daily parking charge as they initialed next
to (SP-self parking) They also book through ***, which is either ***.com or ***I did go on their site and they also state under our property that there is a surcharge for parking and valet ( Parking
Self parking (surcharge), Valet parking (surcharge) -this is their exact statement on their website)We have always charged for parking
Please contact me if there are any further questions
Initial Consumer Rebuttal /* (2000, 7, 2014/07/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The initials next to SP ( Self Parking ) does not clearly states that the parking fees will be appliedIt only means that we are not using valet but opting for self parkingI recommend that to change to clearly indicate the parking fees applied per dayIt does not show parking fees at all
I do see the *** has it listed as $per dayI may have over looked it while bookingSo, this case can be closed
Aloha, I have reviewed the case ID [redacted] in regards to the [redacted] party who stayed at our property Feb 2-8, 2014. Their are no notes from a manager or agent on the tile indicating their unsatisfactory with their cottage. The cottage they were in was a remodeled cottage that has a tea room and a...
reading room( where the small couch can be pulled out to a day bed) This is the only cottage that does not have a lanai. We would defiantly not charge a guest an additional $250 for a lanai! We can always move a guest if they are unhappy with their accommodations.
We do not agree the guest should be compensated $ 3000 when an option of moving was offered. As stated in their complaint that we were already paid my [redacted] prior to their arrival is also incorrect as we do not bill the wholesale company until they depart.
Please let me know if we may help in any other way to resolve this situation.
Mahalo,
[redacted]
Director of Rooms
Royal Lahaina Resort
Complaint: ***
I am rejecting this response because:
In the hotels response they acknowledged the fact that the room didn't have a lanai, the room that I paid for was should've had lanaisThe hotel couldn't move me to another room because they were sold out! Furthermore the hotel knew that the room lacked the lanais before I checked in and should have told me prior to check in and I could have accepted or rejected the room before signing any paperworkInstead they neglected to tell me and I was left no choice but to stay in the room without the lanaisI was offered choices I could upgrade to another suite for $per night or or stay in my room until Wednesday until a room with lanais was availableAgain I paid for a room that I didn't receive and was offered no compensation for the room even if I chose to accept the room on Wednesday so I stayed in my room because my stay was half way over when they could give me the roomI wasn't going to pack my things and move that doesn't make senseWhile at the front desk the manager on duty wouldn't even come from the back to speak to me, the person whom checked me in kept going to the back to speak to the managerWhen asked to speak to the manager they told me noIts not my fault the hotel didn't document the fact that I wasn't satisfied with my roomI have since called *** to verify that I called in to complain and they have documentation that supports that I called in to them and they in turn called the resort and got no where with the hotel manager to the point where *** offered to move me to another location, I declined because I was there attending a seminarWhile the hotel may not have been physically paid *** let me know that they send a letter of guarantee stating funds would be received after checkout, but the rep at the desk did tell me the room was paid for when I complained initially That's neither here nor there the reality is it doesn't matter if they were paid or not the customer service at the resort was non existent because they did nothing to rectify the situationSomeone should have told me they were sold out of the rooms and offered me a free upgrade or offered a refund for my room that didn't have the lanais it should have hadAgain I will gladly pay for a room that does not have a lanai or a patio except none of the room descriptions for the hotel say no balcony, patio, or lanaiEven there standard room offers a lanai, how did I manage to get a SUITE without a lanai? I still stand firm that I'm looking for compensation for the nights that I stayed at the resort in a sub par room that the hotel acknowledges per their response as not having a lanaiI also contacted *** and they too show where I called in on Feb 2,with my initial complaintThe hotel confirmed my accommodations prior to arrival but could not grant it to me upon my arrival which out of my control, but they could have done something to make the situation better and neglected to do so
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2014/07/15) */
Aloha,we have reviewed this complaint from *** *** you have attached the registration form that we give out during check inAt the bottom left clearly states that we advised them of the daily parking charge as they initialed next
to (SP-self parking) They also book through ***, which is either ***.com or ***I did go on their site and they also state under our property that there is a surcharge for parking and valet ( Parking
Self parking (surcharge), Valet parking (surcharge) -this is their exact statement on their website)We have always charged for parking
Please contact me if there are any further questions
Initial Consumer Rebuttal /* (2000, 7, 2014/07/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The initials next to SP ( Self Parking ) does not clearly states that the parking fees will be appliedIt only means that we are not using valet but opting for self parkingI recommend that to change to clearly indicate the parking fees applied per dayIt does not show parking fees at all
I do see the *** has it listed as $per dayI may have over looked it while bookingSo, this case can be closed
Aloha, I have reviewed the case ID [redacted] in regards to the [redacted] party who stayed at our property Feb 2-8, 2014. Their are no notes from a manager or agent on the tile indicating their unsatisfactory with their cottage. The cottage they were in was a remodeled cottage that has a tea room and a...
reading room( where the small couch can be pulled out to a day bed) This is the only cottage that does not have a lanai. We would defiantly not charge a guest an additional $250 for a lanai! We can always move a guest if they are unhappy with their accommodations.
We do not agree the guest should be compensated $ 3000 when an option of moving was offered. As stated in their complaint that we were already paid my [redacted] prior to their arrival is also incorrect as we do not bill the wholesale company until they depart.
Please let me know if we may help in any other way to resolve this situation.
Mahalo,
[redacted]
Director of Rooms
Royal Lahaina Resort