Sheraton Maui Resort & Spa

Initial Business Response / [redacted] (1000, 8, 2014/03/28) */ From: [redacted] , [redacted] (mailto:***[redacted] @sheraton.com) Sent: Thursday, March 27, 4:PM To: [redacted] * [redacted] Subject: Case # [redacted] Aloha ***, I am reaching out to you regarding case number [redacted] I spoke with the guest and she explained that upon departure from our hotel the wrong credit card was chargedSince then, she has made contact with our resort and we have refunded the original card and charged another that she has providedHowever, as a result, the guest has incurred a fee of $due to exchange ratesIn an effort to make things right for the guest, I have advised that we will refund her credit card in the amount of $and she was very pleased with my assistance Please close this case and feel free to contact me directly should you have any questions Mahalo, [redacted] Director of Front Office t -- m --f -- Initial Consumer Rebuttal / [redacted] (2000, 12, 2014/04/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Aloha Ms [redacted] ,We have received the complaint of our guest Mr [redacted] from your office Please see attached the letter to this guest Please let me know if there is anything else you need from me Mahalo,CAROL S [redacted] Director of Front Office, Sheraton Maui Resort & Spa [redacted] *** [redacted] *** [redacted]

Dr***, We thank you again for choosing the Sheraton Maui Resort for your recent vacation I am very sorry that your expectations were not met and you feel that the Sheraton Maui does not qualify as a one star hotel or resort of that matter The issues in which you have raised with Hawaii Revdex.com are the same list of issues that you and I discussed on the phone on August 21, As we discussed on the phone, the issues you and your partner encountered were never brought up to resort management during your stay to be corrected When I asked you this question your response was simply “there was no management around to be found at any time therefore nothing could be reported” I would like you to know that our property did perform a thorough investigation with regards to the issues you raised and have not come across the same issues that you stated Beginning with the alleged food borne illness which stemmed from the food you consumed on the evening of August 7, The resort has not received any complaints of the similar nature for the same food items in which you and your partner consumed The resort did not receive notice of your complaint until after you had departed the grounds and returned home This prevented us from completing a part of the investigation which the complainant needs to be present for In reference to the sewer gas smell that prevented you from walking around the resort grounds during your stay, this is something that has never been reported by any guest in the past At no point in time does Sheraton Maui release any chemicals into sewer lines or sewer drains and pool levels are always maintained at a proper pH level in compliance to the state Health Department Upon investigating your room we did observe ware to the room that is fixed during our preventative maintenance program which was most recently completed in June, During our investigation we also found the same drug paraphernalia in the planter box buried under the dirt The placement of the paraphernalia was in a different location from where you and your partner had the paraphernalia when the picture was taken as well this was never brought up to management after you stated you found this on your second day of the stay August 3, Sheraton Maui realizes that a vacation to Hawaii is a very special experience and we strive to exceed all guest expectations It is apparent that your expectations during your stay with us at the Sheraton Maui was not met Given the issues that you brought forward to management attention after your stay was finished we find that by depositing 15,Starwood Preferred Guest (SPG) points to your account on August 25, is sufficient at this time Should you wish to discuss this matter further please feel free to contact me directly Sincerely, [redacted] Security Manager

Aloha,After reviewing Mr***’s reservation we accommodate him with a complimentary upgraded room (original booking Ocean View, upgraded to Deluxe Ocean View: larger room with ocean view) along with a complimentary roll away bed as we were unable to accommodate his request for a room
with double beds Unfortunately, we were fully committed in our double bedded rooms and with his request for a better view we had accommodated his request to move rooms (due to the view) I have connected with Mr*** via email (please see attached document) apologizing for his experience here with us offering him to connect with me directly to turn his perception of our property At this time there will be no refund of room/tax for a request (double beds) that we were unable to accommodate I am requesting for this file to be closed and if you need further information please feel free to connect back with me.Warm regards,Kehaulani KEHAULANI L***Front Office Manager, *** Maui Resort & SpaT M F 0458***-maui.com | like us on Facebook | follow us on Twitter *** MAUI RESORT & SPAKa‘anapali Parkway, Lahaina, Hawaii 96761 WORLD’S BEST FAMILY TRAVEL IN HAWAII | Travel & Leisure 2015This electronic message transmission contains information from the Company that may be proprietary, confidential and/or privilegedThe information is intended only for the use of the individual(s) or entity named aboveIf you are not the intended recipient, be aware that any disclosure, copying or distribution or use of the contents of this information is prohibitedIf you have received this electronic transmission in error, please notify the sender immediately by replying to the address listed in the "From:" field

From: *** *** (mailto:***)
Sent: Wednesday, September 24, 9:AM
To: *** ** ***
Subject: Re: FW: Case #***
***,
We are not happy with ***'s responseWe discovered after we filed our complaint with Starwood that *** had googled us online and looked at my partner's *** profileHis investigation seems to be more about discrediting what we observed rather than about accepting and admitting any responsibility on behalf of the resortThis is not acceptable to usWe reported the illness the day we checked out as it happened the day beforeWe also asked for a better room the day after our first night at the resort as we were very disappointed in the condition of the roomWe were told the hotel was full and nothing else was available
Both of us have traveled all over the world and stayed at Sheraton in countless locationsMy partner, Dr***, has to travel frequently for work and often stays in Sheraton hotelsWe would not be pursuing this complaint if we felt this was handled appropriately***'s response is indicative of the lack of sincere concern about the customer experience at the Sheraton MauiGiven the thousands we spent to stay in the worst Sheraton either of us have been to, we feel his offer is insulting and inadequate given the fact that we qualified for the Starwood points just by staying therePlease let me know how to proceedThank you very much
Regards,
Dr*** *** (***) ***

Dr. [redacted],
We thank you again for choosing the Sheraton Maui Resort for your recent vacation.  I am very sorry that your expectations were not met and you feel that the Sheraton Maui does not qualify as a one star hotel or resort of that matter.   The...

issues in which you have raised with Hawaii Revdex.com are the same list of issues that you and I discussed on the phone on August 21, 2014. As we discussed on the phone, the issues you and your partner encountered were never brought up to resort management during your stay to be corrected.  When I asked you this question your response was simply “there was no management around to be found at any time therefore nothing could be reported”.  I would like you to know that our property did perform a thorough investigation with regards to the issues you raised and have not come across the same issues that you stated. 
 
Beginning with the alleged food borne illness which stemmed from the food you consumed on the evening of August 7, 2014.   The resort has not received any complaints of the similar nature for the same food items in which you and your partner consumed.   The resort did not receive notice of your complaint until after you had departed the grounds and returned home.  This prevented us from completing a part of the investigation which the complainant needs to be present for.
In reference to the sewer gas smell that prevented you from walking around the resort grounds during your stay, this is something that has never been reported by any guest in the past.  At no point in time does Sheraton Maui release any chemicals into sewer lines or sewer drains and pool levels are always maintained at a proper pH level in compliance to the state Health Department.  
 
Upon investigating your room we did observe normal ware to the room that is fixed during our preventative maintenance program which was
most recently completed in June, 2014.  During our investigation we also found the same drug paraphernalia in the planter box buried under the dirt. 
The placement of the paraphernalia was in a different location from where you and your partner had the paraphernalia when the picture was taken as
well this was never brought up to management after you stated you  found this on your second day of the stay August 3, 2014.    
Sheraton Maui realizes that a vacation to Hawaii is a very special experience and we strive to exceed all guest expectations.   It is apparent that your expectations during your stay with us at the Sheraton Maui was not met.   Given the issues that you brought forward to management attention after your stay was finished we find that by depositing 15,000 Starwood Preferred Guest (SPG) points to your account on August 25, 2014 is sufficient at this time.
Should you wish to discuss this matter further please feel free to contact me directly.  
Sincerely,
[redacted]
Security Manager

Initial Business Response /* (1000, 8, 2014/03/28) */
From: [redacted] (mailto:[redacted].[redacted]@sheraton.com)
Sent: Thursday, March 27, 2014 4:33 PM
To: [redacted]
Subject: Case #[redacted]
Aloha [redacted],
I am reaching out to you regarding case number [redacted]. I spoke with the...

guest and she explained that upon departure from our hotel the wrong credit card was charged. Since then, she has made contact with our resort and we have refunded the original card and charged another that she has provided. However, as a result, the guest has incurred a fee of $174 due to exchange rates. In an effort to make things right for the guest, I have advised that we will refund her credit card in the amount of $174 and she was very pleased with my assistance.
Please close this case and feel free to contact me directly should you have any questions.
Mahalo,
[redacted]
Director of Front Office
t -- 808.662.8136 m --808.357.0730 f -- 808.661.0458
Initial Consumer Rebuttal /* (2000, 12, 2014/04/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Aloha Ms. [redacted],We have received the complaint of our guest Mr. [redacted] from your office.  Please see attached the letter to this guest.  Please let me know if there is anything else you need from me.  Mahalo,CAROL S[redacted]Director of Front...

Office, Sheraton Maui Resort & Spa[redacted] 
[redacted]
[redacted]
[redacted] 
[redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because:
1. Hotel is deceptively advertising ocean view rooms on Kannapalli beach (charging them premium rates) and giving room that do not face Kannapalli beach
2. Hotel gave us a "building view" room (the photos of the building view room are attached) instead of "ocean view" room on Kannapalli Beach as advertised
3. Hotel gave us a rarely occupied room with smell of mold, mosquitoes and ants.
4. Hotel did not give us a room as booked. Room reservation was made for "ocean view" room facing Kannapalli beach with 2 beds.
5. Even with a confirmed reservation hotel made us wait for over an hour at the lobby while hotel staff was trying to find a room
6. Hotel gave us the room we booked on the 2nd night of stay and we had to pack all our clothes and belongings, then move to another room, then unpack again
We will never do business with [redacted] family of hotels after this poor experience and are reporting this to [redacted] Corporate Office as well.
Specific complaints to Revdex.com:
1. Hotel is deceptively overbooking and overcharging guests for "ocean view" rooms and instead giving "building view" rooms with mold, mosquitoes and ants, and calling them as "deluxe ocean view" 
2. Hotel is deceptively charging guests premium rates when they do not have "ocean view" room available
3. Hotel needs to stop advertising "building view" rooms as "ocean view" rooms and misleading customers when rooms are not even facing Kannapalli beach
4. Hotel staff is deceptively advertising rooms as "ocean view" when rooms actually face other hotel buildings (see photos attached).
5. Hotel to provide a written explanation as to why unauthorized charge was placed on the account by hotel staff on the room on the first night (and then removed after we complained unauthorized charges were being placed on room). 
      29-DEC-15 [redacted] Beach Activities of Maui 57.29
6. Hotel to provide Revdex.com the specific steps hotel will take to ensure unauthorized fraudulent charges are not placed in future on the rooms by hotel staff
Had we not noticed and reviewed the unauthorized charge the hotel placed on our room below, the hotel would have over-charged even for unauthorized charges:
29-DEC-15 [redacted] Beach Activities of Maui 57.29
We ask the hotel refund the first night stay in full as hotel did not give us the room as booked.
Sincerely,
[redacted]