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BBB Accredited Business since

Hale Kua Guests

Additional Locations

Phone: (808) 332-8570 View Additional Phone Numbers 4896-E Kua Rd., Lawai, HI 96765

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This company offers vacation rentals.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Hale Kua Guests meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Hale Kua Guests include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 0
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Hale Kua Guests
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: May 21, 2003 Business started: 01/01/1992 Business started locally: 01/01/1992
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

State of Hawaii Department of Taxation
PO Box 1425, Honolulu HI 96806
Phone Number: (808) 587-4242
The license number is W00055188-01.

State of Hawaii Department of Taxation
PO Box 1425, Honolulu HI 96806
Phone Number: (808) 587-4242
The license number is W00055188-01.

Type of Entity

Sole Proprietorship

Business Management
Ms. Catherine Cowern, Co-Owner
Contact Information
Principal: Ms. Catherine Cowern, Co-Owner
Business Category

Bed & Breakfast

Additional Locations

  • 4896-E Kua Rd.

    Lawai, HI 96765

  • PO Box 649

    Lawai, 96765


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Types of Complaints Handled by BBB

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  • Billing or Collection
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BBB Complaint Process

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Additional Phone Numbers

  • (800) 440-4353(Phone)
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Complaint Detail(s)

3/19/2014 Advertising/Sales Issues | Read Complaint Details

Additional Notes

Complaint: Business advertises themselves as a bed and breakfast, but does not operate as a bed and breakfast. Business advertises as a bed and breakfast ********************** but does not operate as a bed bed and breakfast. It appears that they feel providing 2 cold muffins, and a coffee maker makes them a bed and breakfast. If one accepts that definition, then most major hotel chains today would be considered a bed and breakfast. When I asked the owner about the B&B advertising, he tried to distance himself from it, but indicated that they did provide muffins to guests that booked through *******.

Desired Settlement: Be a man of integrity and quit your deceptive advertising.

Business Response: Initial Business Response /* (1000, 5, 2014/03/13) */ As always we are very saddened when a guest is unhappy. However, I have to take exception with this guests comments as we did in fact provide a continental breakfast of coffee, teas and homebaked muffins as we are required to do by the online booking services he make his reservation through. This guest booked the room two days prior to arrival and apparently didn't take the time to do his homework. If he had bothered to contact us or to read any of our reviews, it would have been very clear that to most guests we do not in fact provide breakfast as our units are all equipped with kitchens. There are ample comments regarding the nature of the breakfast provided being only muffins and coffee. So while I am very sorry they were not satisfied, we did in fact provide that which was advertised. Final Consumer Response /* (4200, 14, 2014/03/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) You choose to use an online booking service. That booking service tells customer that there is no need to contact you. The appropriate place to make it clear would be the homepage of your web site. This would be an easy fix, and eliminate the perception of bait and switch advertising. This would be better for your customers, and better for your reputaion. Final Business Response /* (4000, 12, 2014/03/18) */ First let me apologize to this guest for their bad experience with us. Our goal is to make sure that a guests visit to Kauai is the best that it can be and we are always sad when this goal is not met. Guests who book with an online booking service, as this guest did, are provided with a continental breakfast of homemade muffins, coffee and tea as mentioned in the advertising for the online service. We encourage guests to contact us prior to making a reservation so we can get to know them and explain exactly what we offer for services. Some folks find that what we offer is not what they are looking for an choose to stay elsewhere. This guest unfortunately did not contact us prior to arrival so we had no way of knowing what their expectations were. Again, we are sorry that their expectations were not met and hope that they were able to find an accommodation more suitable to their needs.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.