This business is not BBB accredited.
Phone: (808) 875-1234 Fax: (808) 874-2479 3850 Wailea Alanui, Wailea, HI 96753 ! There is an alert on Grand Wailea !
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This company offers the services of a 780 room ocean front resort hotel.
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This business is not BBB accredited.
Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
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Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Grand Wailea 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
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
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 number is W20039444-01.
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Matt Bailey, Managing Director Mr. Bart Santiago, Jr., Director of Finance
Alternate Business NamesMSR Resort Lodging Tennant LLC
THIS LOCATION IS NOT BBB ACCREDITED
3850 Wailea Alanui
Wailea, HI 96753 Directions
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On 02/01/2011, the business filed for reorganization under Chapter 11 of the federal Bankruptcy Act, case# 11-10382-shl . This permits the business to continue to operate with court supervision while developing a plan of reorganization. Those with monetary claims against the business are advised to obtain a Proof of Claim form by writing to New York Southern Bankruptcy Court CM/ECF Manhattan HI for resubmission to that court. The case number should be entered on the form.
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: Dear Mr. ******** I am writing to you to share my experience from our recent trip to Maui and the ************************. I had stayed at the Grand Wailea Resort many years ago, and had been mystified by the sea turtles and whales...so I decided to book my vac1:1tion in the midst oft he whale season. My husband and three boys had never been to the islands before, so I was excited about sharing this experience with them. I booked our reservation through a local travel agent, and got two connecting rooms on the property. I paid the complete hotel bill in advance, and called the day before to confirm. Yes- all was confirmedÂ aqd we flew out on *************** the next day. At the front desk we were told that we were being upgraded to the town homes across the street. And yes, they are beautiful homes- but as a mother of three young boys my goal for the vacation was a week without cooking and cleaning. Our townhouse and that side of the property housed no room service, no restaurants and only had housekeeping once a week. The very issues I was trying to have a respite from were staring back at me with the Wailea experience. My children were especially upset since I had promised them nightly room service during the trip. Needless to say, everyone was disappointed. I went to the manager *****- who was polite and apologetic- but the hotel was booked and we had no choice but to stay across the street. We went through a series of phone calls and tried coordinating a possible move. I even asked ***** if he could book us at another hotel. He said, "At another hotel, you will not get the Walilea experience." I responded, "as it stands, we ARE NOT getting the experience I planned and pre-paid for...which is exactly why I was considering switching hotels." He then explained that all the other hotels were booked. To make matters worse, the trip to the beach or pool was even more trouble. You had to call and get someone to drive you in a golf cart. Plus, people in the hotel would walk out of their rooms and start saving chairs first thing in the morning. In order to try,and salvage some of the vacatiqn we dreamed of, I asked for ***** to comp us a cabana for the week. That way we didn't have to rush over at 6:30 am to try and stake out chairs and keep them occupied. ***** agreed and gave me a certificate to bring down to the recreation desk, which I did..However, everyday after that we were forced to relive the problem with whoever was at the desk, re-explaining the situation over and over again. At one point, I simply broke down in tears talking to *** from guest services, and eventually just gave up. She was incredibly supportive, and eventually removed all cabana charges. Ultimately, my memories of the trip have devolved into one long argument. I even offered to squeeze all five of us into one room. To say I was stressed would be an understatement. And this was supposed to be a vacation. Eventually ***** was able to upgrade us to the Tapai tower, but with only 2 days left on our vacation, this hardly helped. Our flight left mid morning on that Thursday, but we left the hotel at 8 am .... I could not wait to get out there. I can tell you we were far from the only family complaining. I can also tell you that to behave to customers like this...it's just not okay. I did call corporate headquarters and explained what had happened. They were kind and apologetic, and called the hotel. He came back with 2 nights stay from corporate, 2 nights from the hotel. This equates to 2 nights for our family. We spent on travel, hotel and food. I am requesting that Hilton refund our entire experience in full- Airfare, Hotel, Food. If you refuse to do that, I am requesting that you at least provide a full week's stay somewhere so we can finally have the vacation that we paid for. *************
Desired Settlement: Refund
Business Response: Business' Initial Response /* (1000, 10, 2013/04/30) */ From: ***** ****** (mailto:*****.*********************.com) Sent: Tuesday, April 30, 2013 11:18 AM To: **** ******** Subject: CASE # ********: Ms. ********** ****** Aloha Mr. ********, We will not be providing the compensation that is being requested. We have already compensated the complainant more than what we feel is fair. Attached is all of the correspondence regarding this file. For your reference while your review the attachments: MOD = Manager on Duty BMG Certificate = Be My Guest Certificate and are free nights, of which this guest received 4 in addition to the money she also received so she still has 4 free nights at any Waldorf Astoria any where in the world. On a final note, the guests DID stay here every day of their vacation. Mahalo! ***** ****** ********************** *********************