Tropical Studios

Aloha, In response to [redacted] -*** complaint : We are a small business and we care greatly about our guests experience and about quality of our accommodations We have been in the business for over years now, had a pleasure to host over guests Most of them find our service to be exemplary as clearly indicated by [redacted] distinction on [redacted] as well as very high average review scores on all other online travel agencies websites If [redacted] communicated at any point that there are any issues we would have resolved them immediately and / or offered appropriate reimbursement, The only time she spoke to anyone from our staff was when she expressed surprise that the apartment she booked is carpeted, despite this being %"as advertised" 1) Pest: The fact that she witnessed a few insects during her stay - this happens despite all preventive measures being takenWe have systems in place and regular treatmentsNo one has complained or reported seeing any since 2) Carpet is not brand new but definitely in a decent enough condition and regularly cleaned by professionals 3) A small piece of paint that was peeled of the wall has since been fixed during our regular maintenance schedule This is the first time I see the request to reimburse %of the total cost of her stay She never mentioned this before And I do not think it is appropriate to ask for financial reimbursement after leaving horrible reviews all over the internetYou simply can not do both I am pasting the whole conversation I had with [redacted] immediately after she checked out , just so that you can have a better picture of this situation: If you have any further questions - please feel free to email me Tropical Studios at [redacted] , [redacted] responded to your message: I rather use this method to communicate with you guys (the [redacted] website/message center) because I like having proof of what I am talking aboutBellow please find the response the property management sent me to my private email address and my response to them"Aloha [redacted] , Picture below which I believe you are reffering ot is the " property picture " not a room picture, but it is identical room except for a few decorative detailsIt is also carpeted as is clearly visible in the pictures." This is a lie, the picture on the website at the moment I made my reservation shows a bed in blue and white lining fabric, a sofa covered with white fabric, a small coffee table and area rug, and a CLEAN carpetThat is the room picture I saw when I made my reservation not the property pictureAt this point the carpet is not the issue, the issue is that it was disgusting/filthy, that the place has giant cockroaches, the wall was damage (paint coming off), the shower curtain was disgusting/filthy, the bathtub was clogged; those are the issues, and again, I politely ASKED you guys if you could please move me to a different room because my son's allergy; I did not want to sound rude and told you that the room was disgusting"If you have mentioned other issues they would have been fixed immediately or you would have been relocated to a different apartment / hotel or we would discuss reimbursement right there and then I can only suggest that next time you try and communicateYou had time and motivation to take pictures but not to pick up the phone and call us ? Hmm." Again, I politely ASKED you to please move me to a different room and you said that you guys did not have any availableWe are talking about room/studio number 404, that was the one that was assigned to meand I believe the room with the small coffee table and rug was 406; the one you and other people were "upgrading." I went to Hawaii to celebrate my graduation and have fun with my family not to deal with a property "management" people and neglected roomsI took the pictures on my way out (after I tried to forget about this disgusting place and enjoy my vacation), so I also have proof that I left the premises and great conditionLook, I used to work in the Real Estate, Mortgage and Management business before going back to school, and I know that I have to cover my back from companies like yours"I do care about reviews - they impact us greatly, but I will not "pay for your silence" after you failed to give me opportunity to fix any of those issues you are now going to write about." I am not asking to pay me for my silence, that is ridiculous, I would not be using [redacted] message center to discuss this issue with you ( [redacted] can see all this), my reviews an pictures are going to the [redacted] website and other sites including the BB because this is not fair and I don't want other people going through the same situation as my family and I didI was waiting for your response so I can add it to my review; you offered me a reimbursement and I believe is fair"I will simply try even harder to provide excellent quality accommodations at extremely reasonable price to hundreds guest every year as I had over the course of past yearsHundreds of positive reviews are a testimony to thatYou feedback motivates me to improve in certain areas." Really? "excellent quality accommodations at extremely reasonable price"? for the quality of the rooms I would say high priced accomodations; [redacted] , [redacted] ***, [redacted] have better rooms at the same priceYour reviews are getting worse every timeYou said that you have been in business for years? I believe you guys have not provided any regular maintenance to those rooms/studios during those years; you are barely starting to do so"One more time : I am sorry for the issues." A simple sorry is not going to solve the fact that my family and I had a terrible experience at your placePlus the fact that you are getting upset/angry and in a defensive mode when I am trying to resolve the issue; that is not professionalism and or good customer service at all"One more time: next time - if it matters to you - > let the owners or management now so they can correct things." "The things" should not be there in the first place if a management company is doing its job which is provide maintenance to the premises and make sure that the property/rooms/studios they are renting are in good conditions BEFORE they are occupied"Asking for any reimbursement after checking out without communicating any problems is like eating a whole steak at the restaurant and then refusing to pay saying that it was not what you ordered." Again, you were the first that mentioned the reimbursement due to fact that in deed the place is in really bad shape and you guys have neglected itAgain, your words are not showing any professionalism and or customer service, in fact are rude and offensive"Here is the picture of the very unit you booked: Since there has been no misrepresentation of the unit in any way I am not sure what reimbursement would you find appropriate ?" Again, that is a lie, the picture I saw during the reservation process and I have on my itinerary is not the one that you are showingAgain, on the confirmation email I received it says: "Please be advised that your apartment number will be assigned to you approximately 7-days prior to your arrivalWe will share this assignment via email together with check in instructions." So, how you are guaranteeing that I was going to get the same exact room that I supposed to saw on the website? I did not get the room that was presented to me during reservation process and the room I got was disgusting, period Mahalo!!! - Thank you!!! - Dziekujemy!!! Pozdrawiamy serdecznie / Best Regards, Nikodem P [redacted] Owner of TROPICAL STUDIOS AT MARINE SURF WAIKIKI [redacted] [redacted] [redacted] ** [redacted] [redacted] [redacted] [redacted]

Aloha,   In response to  [redacted]  complaint :       We are a small business and we care greatly about  our guests experience and about quality of our accommodations.   We have been in the business for over 5 years now, had a pleasure...

to host over 2000 guests.  Most of them find our service to be exemplary as clearly indicated by [redacted] distinction on [redacted]  as well as very high average review scores on all other online travel agencies websites.   If [redacted] communicated at any point that there are any issues we would have resolved them immediately and / or offered appropriate reimbursement,   The only time she spoke to anyone from our staff was when she expressed surprise that the apartment she booked is carpeted, despite this being %100 "as advertised".    1) Pest: The fact that she witnessed a few insects during her stay -  this happens despite all preventive measures being taken. We have systems in place and regular treatments. No one has complained or reported seeing any since.    2) Carpet is not brand new but definitely in a decent enough condition and regularly cleaned by professionals.   3) A small piece of paint that was peeled of the wall has since been fixed during our regular maintenance schedule     This is the first time I see the request to reimburse %50 of the total cost of her stay.  She never mentioned this before.    And I do not think it is appropriate to ask for financial reimbursement after leaving  horrible reviews all over the internet. You simply can not do both.      I am pasting the whole conversation I had with [redacted] immediately after she checked out , just so that you can have a better  picture of this situation:   If you have any further questions - please feel free to email me.     Tropical Studios at [redacted] responded to your message:   I rather use this method to communicate with you guys (the [redacted] website/message center) because I like having proof of what I am talking about. Bellow please find the response the property management sent me to my private email address and my response to them. "Aloha[redacted], Picture below which I believe you are reffering ot is the " property picture " not a room picture, but it is identical room except for a few decorative details. It is also carpeted as is clearly visible in the pictures." This is a lie, the picture on the website at the moment I made my reservation shows a bed in blue and white lining fabric, a sofa covered with white fabric, a small coffee table and area rug, and a CLEAN carpet. That is the room picture I saw when I made my reservation not the property picture. At this point the carpet is not the issue, the issue is that it was disgusting/filthy, that the place has giant cockroaches, the wall was damage (paint coming off), the shower curtain was disgusting/filthy, the bathtub was clogged; those are the issues, and again, I politely ASKED you guys if you could please move me to a different room because my son's allergy; I did not want to sound rude and told you that the room was disgusting. "If you have mentioned other issues they would have been fixed immediately or you would have been relocated to a different apartment / hotel or we would discuss reimbursement right there and then I can only suggest that next time you try and communicate. You had time and motivation to take pictures but not to pick up the phone and call us ? Hmm." Again, I politely ASKED you to please move me to a different room and you said that you guys did not have any available. We are talking about room/studio number 404, that was the one that was assigned to me. and I believe the room with the small coffee table and rug was 406; the one you and other people were "upgrading." I went to Hawaii to celebrate my graduation and have fun with my family not to deal with a property "management" people and neglected rooms. I took the pictures on my way out (after I tried to forget about this disgusting place and enjoy my vacation), so I also have proof that I left the premises and great condition. Look, I used to work in the Real Estate, Mortgage and Management business before going back to school, and I know that I have to cover my back from companies like yours. "I do care about reviews - they impact us greatly, but I will not "pay for your silence" after you failed to give me opportunity to fix any of those issues you are now going to write about." I am not asking to pay me for my silence, that is ridiculous, I would not be using [redacted] message center to discuss this issue with you ([redacted] can see all this), my reviews an pictures are going to the [redacted] website and other sites including the BB because this is not fair and I don't want other people going through the same situation as my family and I did. I was waiting for your response so I can add it to my review; you offered me a reimbursement and I believe is fair. "I will simply try even harder to provide excellent quality accommodations at extremely reasonable price to hundreds guest every year as I had over the course of past 5 years. Hundreds of positive reviews are a testimony to that. You feedback motivates me to improve in certain areas." Really? "excellent quality accommodations at extremely reasonable price"? for the quality of the rooms I would say high priced accomodations; [redacted] have better rooms at the same price. Your reviews are getting worse every time. You said that you have been in business for 5 years? I believe you guys have not provided any regular maintenance to those rooms/studios during those years; you are barely starting to do so. "One more time : I am sorry for the issues." A simple sorry is not going to solve the fact that my family and I had a terrible experience at your place. Plus the fact that you are getting upset/angry and in a defensive mode when I am trying to resolve the issue; that is not professionalism and or good customer service at all. "One more time: next time - if it matters to you - > let the owners or management now so they can correct things." "The things" should not be there in the first place if a management company is doing its job which is provide maintenance to the premises and make sure that the property/rooms/studios they are renting are in good conditions BEFORE they are occupied. "Asking for any reimbursement after checking out without communicating any problems is like eating a whole steak at the restaurant and then refusing to pay saying that it was not what you ordered." Again, you were the first that mentioned the reimbursement due to fact that in deed the place is in really bad shape and you guys have neglected it. Again, your words are not showing any professionalism and or customer service, in fact are rude and offensive. "Here is the picture of the very unit you booked: Since there has been no misrepresentation of the unit in any way I am not sure what reimbursement would you find appropriate ?" Again, that is a lie, the picture I saw during the reservation process and I have on my itinerary is not the one that you are showing. Again, on the confirmation email I received it says: "Please be advised that your apartment number will be assigned to you approximately 7-3 days prior to your arrival. We will share this assignment via email together with check in instructions." So, how you are guaranteeing that I was going to get the same exact room that I supposed to saw on the website? I did not get the room that was presented to me during reservation process and the room I got was disgusting, period.     Mahalo!!! -  Thank you!!! - Dziekujemy!!!   Pozdrawiamy serdecznie / Best Regards,   Nikodem P[redacted] Owner of TROPICAL STUDIOS AT MARINE SURF WAIKIKI   
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