Waikiki Gateway Hotel

[redacted] [redacted] Aloha,We received a letter coming from your office regarding complain from one of our previous guest [redacted] regarding unrefunded deposit during his stay in our hotelUpon checking our system the refund amount of $was already processed.The authorized amount of $that was initially charged on her credit card and was voidedThe new total stay charges that was processed on her credit card was $Therefore the remaining balance that went to her account was a credit of $100.Sincerely, Joanna T [redacted] Accounting Manager [redacted]

October 27,
Hawaii Revdex.com
*** *** *** ***
Honolulu, Hawaii
To whom it may concern,
Thank you for forwarding customer experience
information related to Hotel guest *** *** ***. We are sincerely interested in providing the
very best customer service and guest experience. We are disappointed in the comments forwarded
and have completed an investigation involving all guest services team members
who interacted with Ms***
In summary, the Management of the Waikiki
Gateway Hotel chose to not extend the reservations of Ms*** and legally trespassed
Ms*** from the premises. The Hotel
is committed to operating in an ethical and professional manner. While our team members are responsible for
providing guest service there is also a standard of conduct by Hotel guests,
which was deemed unacceptable by Hotel Management in this case. Actions which determined Hotel Management’s
course of action are summarized below:
***
engaged in unacceptable verbal exchanges with Hotel guests
Use
of profanity with Hotel team members
Questioning
Hotel reservations, rates and a desire to cancel her reservations while
intentionally not listening to responses
Inappropriate
personal questions to Hotel team members
Inappropriate
comments, statements and questions directed toward Honolulu Police Department
officers
Statement
to HPD officers related to the use of force
The Management views the decision to not
accommodate a guest in the highest regard.
However, this decision was necessary in the best interest of Ms***,
Hotel team members and Hotel guests.
An investigation including written team
member statements and security camera footage was undertaken prior to the
forwarding of this Revdex.com response. Again, Hotel
Management considered the guest’s conduct, behavior and verbiage to be
unacceptable and Ms*** was no longer welcome as a guest. Lastly, she was also uncooperative, refused
to listen to and comply with Honolulu Police Department officers.
To that end, the Hotel considers this matter
to be closed and is denying Ms***’s request for a stay credit and monetary
settlement
Sincerely,
*** ** ***
Director of Operations

*** *** *** ***
*** *** *** *** *** *** **
*** *** ***
*** ** * ***Aloha,We received a letter coming from your office regarding complain from one of our previous guest *** *** regarding
unrefunded deposit during his stay in our hotelUpon checking our system the refund amount of $was already processed.The authorized amount of $that was initially charged on her credit card and was voidedThe new total stay charges that was processed on her credit card was $Therefore the remaining balance that went to her account was a credit of $100.Sincerely, Joanna T***Accounting Manager*** *** ***
*** *** ***
*** ** ***
***
** ***
*** ***

Complaint: [redacted]     (Police Report File #[redacted]  regarding their report and 2nd Complaint I made to them).
I am rejecting this response because:     As far as I am concerned it is all distorted and completely OUT-OF-CONTEXT from my experience!  
 
In the first place I had been at the Hotel from the 26th to the 30th!  Reservations for the 30th of September to the 4th of October,  then checking out one day , then checking back in on the 5th of October until the 9th of October, were made for me by one  Mr. [redacted], Reservations, there at the front desk of the Hotel on the 27th of September! 
 
On the morning of the 30th the phone rang in my room and I answered it (it was a man)  and said I would be down shortly to pay for the next reservation.  The phone rang again and I picked it up and rushed a response as I needed to get ready to leave the room!  It rang a 3rd time and I picked it up and simply laid it on the desk, wondering WHAT IN THE WORLD!!  I was getting irritated at that point, wondering what was going on!
 
When I got down to the desk I handed my paperwork (5 pieces) (which I only got back later 2 pieces) to a young man.  The other person  (whom I discovered later was [redacted]' or [redacted]) and he appeared to be the one in charge, and I also knew that he was the person who had called my room the 3 times that morning.  At that point I confronted him (as I planned to go eat and come back and do the transaction).  I no sooner started to speak (and he would not allow me to) than he picked up the phone and said he was calling the Police!!  He also said I had 15 minutes to vacate my room!  As I said In the complaint I was put into SHOCK and also FELT afraid of him!!  
 
The rest of it is in my complaint unless I need to reiterate!  I don't know if this is necessary to say but I had made friends with [redacted] at the front desk and [redacted] and [redacted].  Of course these people work there and need to keep their jobs.  I had not had ANY issues with anyone until the MORNING OF THE 30th!!  At that time I was obviously put into FEAR!!  ALSO I  COMPLETELY REFUTE ANY AND ALL ALLEGATIONS AGAINST MY PERSON IN REGARDS TO THIS INCIDENT!!
 
AS FAR AS I AM CONCERNED THIS ENTIRE INCIDENT WAS BROUGHT ON BY [redacted]' WHO I BELIEVE GOT VERY ANGRY WITH ME OVER MY HANDLING OF THE TELEPHONE CALLS TO MY ROOM!!  THEN SIMPLY DECIDED TO DO WHAT HE DID!!  THIS IS WHAT I CALL AN ABUSE OF POWER!!  
 
The only other explanation WOULD BE THE CONSISTENT AND (CONSTANT) OVERBOOKING OF THE HOTEL ITSELF!!
 
I stand by my ORIGINAL COMPLAINT and DEMANDS regarding the "Waikiki Gateway Hotel".  Thank You!
Sincerely,
[redacted]

[redacted] 
[redacted]
[redacted]
[redacted]Aloha,We received a letter coming from your office regarding complain from one of our previous guest [redacted] regarding unrefunded...

deposit during his stay in our hotel. Upon checking our system the refund amount of $100 was already processed.The authorized amount of $918.61 that was initially charged on her credit card and was voided. The new total stay charges that was processed on her credit card was $818.61. Therefore the remaining balance that went to her account was a credit of $100.Sincerely, Joanna T[redacted]Accounting Manager[redacted]
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