Complaint: [redacted] I am rejecting this response because: despite reading the response from Travel Hawaii nowhere do I see any admission of even the possibility that Travel Hawaii had any responsibility for the circumstances we facedTravel Hawaii office was closed at the time of our arrival on Maui, and we feel that our inability to immediately connect with a live person at Travel Hawaii who might have helped us and [redacted] locate the reservationWe appreciate the generosity of [redacted] in refunding us half our money, but we continue to feel Travel Hawaii should make up the difference to make us wholeWe were told by [redacted] they had no reservation for us, and that required us to pay for another car out of pocketWhy would we not pick up the [redacted] vehicle we had already totally paid for in advance? I am unable to account for the failure of Travel Hawaii's phone system to log our calls to them attempting to obtain their help on the 27thApparently their system is not foolproofGood customer relations to a customer who rented cars from them this trip apparently is not sufficient reason for Travel Hawaii to do the right thing Sincerely, [redacted] ***
Dear Revdex.com:On December 4, 2014, the following rental car reservation was booked and paid for via our web site at ***:27Dec2014: *** Midsize Car for days Driver: *** ***
Location: Kahului Airport (Maui) *** Confirmation Number: *** Status: Confirmed Pickup Time: 4:00P on 27Dec Dropoff Time: 12:Noon on 5Jan(or earlier) Special Requests: Toddler seat, Booster seat Price: $665.59ALL
INCLUSIVE RATE: Rental Car Price includes Unlimited Daily Mileage and
ALL Fees and Taxes including Hawaii General Excise Tax, Airport
concession fee, Highway Surcharge, Vehicle licensing fee, and Customer
Facility ChargeRental car insurance is not included in the package price and is optional in the state of Hawaii.The contact information entered was the driver, *** ***, with email *** and phone number ***.The reservation was paid for using a credit card with information as follows:Name on Card: *** ***Card: VISA ending in ***Billing Address:*** *** *** *** *** ** *** ***Phone: ***The terms and conditions for rental car reservations are available via links that are obvious and placed for easy customer access as follows:1) On the initial car rental booking page at ***2) On the third screen where a client fills in their name, email, and phone number3) On the payment pageOn the payment page the client must check a box indicating that they have read and understand the terms and conditions.The terms and conditions read, in part:-->
If you fail to pickup your car, or cancel on or after your pickup date,
or if you return your car early, your reservation is non-refundableSo
partially used or totally unused rentals are nonrefundable beginning
the day of pickup.After the rental car was booked and paid for, the next we heard from anyone about this reservation was on December at 11AM, four days after the car was to be picked up, when we received a voicemail from *** ***We returned the call at 11:16AM and spoke with Mr***Mr*** said that he and/or his wife were traveling with Mr*** (***'s son, said ***) and they said that they were unable to pickup the car from *** because *** could not find their reservationMr*** also said that they had called Travel Hawaii more than once that day but did not leave a messageDuring the call with Mr*** we checked the Travel Hawaii call system, which records ALL calls to our company even if the person hangs up immediatelyWe could not find any calls from the phones of Mr***, his wife, or the driver *** ***In fact, we had no calls at all from the *** area code (the area code of the cell phones of Mr*** and his wife) from Dec 1-30.We told Mr*** we would have to research his situation and get back to him.We contacted *** and re-affirmed that the reservation was indeed in place and that a car was available for pickup on Dec at Kahului airport in the name of *** ***.Travel Hawaii has sold many thousands of *** car reservations in Hawaii over the past years and has NEVER had a case of a *** reservation disappearing.We also attempted to contact Mr***, the driver, via emailWe emailed him on 12/31/and on 1/7/but have never received a responseFollowing is the email sent on both those dates:==================================Date: 2014-12-11:37:
From: Travel-Hawaii.com (*** ***) ***
To: *** ***
Subject: *** Hawaii Reservation ***
Hi *** -
I talked to your father earlier today (*** ***)
We have no record of calls from your phone number or from any phone number in area code *** on Dec or at anytime in December prior to todaySo apparently there was actually no attempt to contact us about your reservation via phoneAlso there are no emails regarding this reservation from anyone
We are working with *** now to determine if inquiries were made by you on Dec at the *** counter at Kahului
As it stands right now, this is being treated as a "No Show"Any evidence you have of inquiries made to *** or to Travel Hawaii regarding this reservation would be most welcome
Aloha,
***=====================================Based on the above information we concluded that no attempt had been made to contact Travel Hawaii about this reservation until days after the reservation was to begin.We also spoke with Mr*** on Jan about the situation and how we were working to get some portion of refund for him.On Jan 10, despite the fact that the reservation was a no-show, we refunded $to Mr***'s credit card (50% of what he paid)We conveyed this information to him in a voicemail since we did not have an email address for him at that time.In summary:--Travel Hawaii worked diligently with this client and attempted to determine the veracity of their claims.--Our terms and conditions were clearly stated and agreed to by the client.--We refunded them 50% of what they paid, even though they were a no-show and made no attempt to contact Travel Hawaii until days after their reservation was to begin
Complaint: [redacted]
I am rejecting this response because: despite reading the response from Travel Hawaii nowhere do I see any admission of even the possibility that Travel Hawaii had any responsibility for the circumstances we faced. Travel Hawaii office was closed at the time of our arrival on Maui, and we feel that our inability to immediately connect with a live person at Travel Hawaii who might have helped us and [redacted] locate the reservation. We appreciate the generosity of [redacted] in refunding us half our money, but we continue to feel Travel Hawaii should make up the difference to make us whole. We were told by [redacted] they had no reservation for us, and that required us to pay for another car out of pocket. Why would we not pick up the [redacted] vehicle we had already totally paid for in advance? I am unable to account for the failure of Travel Hawaii's phone system to log our calls to them attempting to obtain their help on the 27th. Apparently their system is not foolproof. Good customer relations to a customer who rented 3 cars from them this trip apparently is not sufficient reason for Travel Hawaii to do the right thing.
Sincerely,
[redacted]
Complaint: [redacted] I am rejecting this response because: despite reading the response from Travel Hawaii nowhere do I see any admission of even the possibility that Travel Hawaii had any responsibility for the circumstances we facedTravel Hawaii office was closed at the time of our arrival on Maui, and we feel that our inability to immediately connect with a live person at Travel Hawaii who might have helped us and [redacted] locate the reservationWe appreciate the generosity of [redacted] in refunding us half our money, but we continue to feel Travel Hawaii should make up the difference to make us wholeWe were told by [redacted] they had no reservation for us, and that required us to pay for another car out of pocketWhy would we not pick up the [redacted] vehicle we had already totally paid for in advance? I am unable to account for the failure of Travel Hawaii's phone system to log our calls to them attempting to obtain their help on the 27thApparently their system is not foolproofGood customer relations to a customer who rented cars from them this trip apparently is not sufficient reason for Travel Hawaii to do the right thing Sincerely, [redacted] ***
Dear Revdex.com:On December 4, 2014, the following rental car reservation was booked and paid for via our web site at ***:27Dec2014: *** Midsize Car for days Driver: *** ***
Location: Kahului Airport (Maui) *** Confirmation Number: *** Status: Confirmed Pickup Time: 4:00P on 27Dec Dropoff Time: 12:Noon on 5Jan(or earlier) Special Requests: Toddler seat, Booster seat Price: $665.59ALL
INCLUSIVE RATE: Rental Car Price includes Unlimited Daily Mileage and
ALL Fees and Taxes including Hawaii General Excise Tax, Airport
concession fee, Highway Surcharge, Vehicle licensing fee, and Customer
Facility ChargeRental car insurance is not included in the package price and is optional in the state of Hawaii.The contact information entered was the driver, *** ***, with email *** and phone number ***.The reservation was paid for using a credit card with information as follows:Name on Card: *** ***Card: VISA ending in ***Billing Address:*** *** *** *** *** ** *** ***Phone: ***The terms and conditions for rental car reservations are available via links that are obvious and placed for easy customer access as follows:1) On the initial car rental booking page at ***2) On the third screen where a client fills in their name, email, and phone number3) On the payment pageOn the payment page the client must check a box indicating that they have read and understand the terms and conditions.The terms and conditions read, in part:-->
If you fail to pickup your car, or cancel on or after your pickup date,
or if you return your car early, your reservation is non-refundableSo
partially used or totally unused rentals are nonrefundable beginning
the day of pickup.After the rental car was booked and paid for, the next we heard from anyone about this reservation was on December at 11AM, four days after the car was to be picked up, when we received a voicemail from *** ***We returned the call at 11:16AM and spoke with Mr***Mr*** said that he and/or his wife were traveling with Mr*** (***'s son, said ***) and they said that they were unable to pickup the car from *** because *** could not find their reservationMr*** also said that they had called Travel Hawaii more than once that day but did not leave a messageDuring the call with Mr*** we checked the Travel Hawaii call system, which records ALL calls to our company even if the person hangs up immediatelyWe could not find any calls from the phones of Mr***, his wife, or the driver *** ***In fact, we had no calls at all from the *** area code (the area code of the cell phones of Mr*** and his wife) from Dec 1-30.We told Mr*** we would have to research his situation and get back to him.We contacted *** and re-affirmed that the reservation was indeed in place and that a car was available for pickup on Dec at Kahului airport in the name of *** ***.Travel Hawaii has sold many thousands of *** car reservations in Hawaii over the past years and has NEVER had a case of a *** reservation disappearing.We also attempted to contact Mr***, the driver, via emailWe emailed him on 12/31/and on 1/7/but have never received a responseFollowing is the email sent on both those dates:==================================Date: 2014-12-11:37:
From: Travel-Hawaii.com (*** ***) ***
To: *** ***
Subject: *** Hawaii Reservation ***
Hi *** -
I talked to your father earlier today (*** ***)
We have no record of calls from your phone number or from any phone number in area code *** on Dec or at anytime in December prior to todaySo apparently there was actually no attempt to contact us about your reservation via phoneAlso there are no emails regarding this reservation from anyone
We are working with *** now to determine if inquiries were made by you on Dec at the *** counter at Kahului
As it stands right now, this is being treated as a "No Show"Any evidence you have of inquiries made to *** or to Travel Hawaii regarding this reservation would be most welcome
Aloha,
***=====================================Based on the above information we concluded that no attempt had been made to contact Travel Hawaii about this reservation until days after the reservation was to begin.We also spoke with Mr*** on Jan about the situation and how we were working to get some portion of refund for him.On Jan 10, despite the fact that the reservation was a no-show, we refunded $to Mr***'s credit card (50% of what he paid)We conveyed this information to him in a voicemail since we did not have an email address for him at that time.In summary:--Travel Hawaii worked diligently with this client and attempted to determine the veracity of their claims.--Our terms and conditions were clearly stated and agreed to by the client.--We refunded them 50% of what they paid, even though they were a no-show and made no attempt to contact Travel Hawaii until days after their reservation was to begin
Complaint: [redacted]
I am rejecting this response because: despite reading the response from Travel Hawaii nowhere do I see any admission of even the possibility that Travel Hawaii had any responsibility for the circumstances we faced. Travel Hawaii office was closed at the time of our arrival on Maui, and we feel that our inability to immediately connect with a live person at Travel Hawaii who might have helped us and [redacted] locate the reservation. We appreciate the generosity of [redacted] in refunding us half our money, but we continue to feel Travel Hawaii should make up the difference to make us whole. We were told by [redacted] they had no reservation for us, and that required us to pay for another car out of pocket. Why would we not pick up the [redacted] vehicle we had already totally paid for in advance? I am unable to account for the failure of Travel Hawaii's phone system to log our calls to them attempting to obtain their help on the 27th. Apparently their system is not foolproof. Good customer relations to a customer who rented 3 cars from them this trip apparently is not sufficient reason for Travel Hawaii to do the right thing.
Sincerely,
[redacted]