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Hawaii Prince Hotel LLC
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This company offers a full service hotel and golf club.
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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 Hawaii Prince Hotel LLC include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 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||0|
|Total Closed Complaints||2|
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:
GET-Oahu District Office
830 Punchbowl St, Honolulu HI 96813
Phone Number: (808) 587-4242
The number is W49015100-01.
State of Hawaii Department of Taxation
PO Box 1425, Honolulu HI 96806
Phone Number: (808) 587-4242
The number is 10420159.
Type of Entity
Business ManagementKisan Joel, Controller Sharon ., HR Mr. Wade Gesteuyala, Hotel Manager Mr. Shane Hashemi, Hotel Manager Mr. Paul Yokota, Senior Vice President/COO
Hotels Resorts Golf Courses - Private
Alternate Business NamesHawaii Prince Hotel
THIS LOCATION IS NOT BBB ACCREDITED
100 Holomoana Street
Honolulu, HI 96815 Directions
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Additional Phone Numbers
- (800) 321-6248(Phone)
- (808) 944-4458(Phone)
- (866) 774-6236(Phone)
- (808) 946-0811 (Fax)
Additional Web Addresses
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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Read Complaint Details
Complaint: on the web site (cut and pasted below) there is an advertisement to book 2 rooms and get a 3rd night free beginning at $280 for the dates April 1- September 2015. I called to book my staff for a training for six days and they said they were not able to honor that price for the month of July. However no indication on the web site that July had any other price or black out dates indicated. The advertisements are clear.. April 1- Sept. .beginning at $280. When I called I asked do you not have ANY rooms at that rate? She said they all start at $299... July is a busy month and they will not honor that rate for $280.. however. that is not what the advertising states.The standard for sophistication in Waikiki, this oceanfront property features every room with panoramic views, the finest island cuisine, and a unique 27-hole championship golf course. 3rd Night FREEStarting rate: $280 per night, Oceanfront MarinaChoice of complimentary self parking OR WI-FI when booking Oceanfront Vista category or higher.25% off ****** ***** Seafood Buffet for two25% off hotel guest golf rate for twoKids eat and golf freeNo mandatory resort feesValid April 1 September 30, 2015
Desired Settlement: I would simply like the rate to be honored. I run a nonprofit agency and we were excited about sending 3 staff at a reasonable rate. It was disappointing to spend the time we had to spend trying to learn why they were not honoring their web site advertisement. I feel it is false advertising. They did not black out July on the web site.. they clearly said April-Sept 2015 with rooms starting at $280 yet when I called she (**** the manager) stated there were no rooms at that rate. not fair practice
Unfortunately, the booking period selected by the guest does run during peak travel times, and we communicated the current rate of $299 to the guest. However, the $280 rate is still currently available, and the availability of these rates can be checked by the guest through our online booking system or by calling our Reservations Office.
We apologize for the confusion. We think the $299 per night rate with the 3rd night free is still a fantastic deal, and we would love to have the guest stay with our hotel. Mahalo, and let us know of any further questions.
I do not accept the response made by the Hawaii Prince Hotel Waikiki as I feel the advertising was deceptive. I understand the point they are trying to make.. simply stated.. the rates start at one value and may increase. However the advertisement did not reflect what they are now saying.. that there are black out periods, or even reference a higher price at peak travel periods. No reference was made to the month of July not being included in reduced pricing-- the advertisement said 4/1/15-9/30/15.
To add salt to the wound I called and attempted to communicate what I felt to be deceptive advertising and the hotel staff clearly communicated, as they did in this letter, they felt there to be no fault on their part and no reason to accommodate my request. . This concerns me as I feel strongly that the ad was miss leading and they clearly do not. The reduced rate certainly caught my attention and in fact I did book rooms, but not at the reduced rate. The pricing changed as soon as I entered the reservation dates. This was not related to "room upgrades" but actual dates. There was no reference to dates being blocked, blacked out or not available in any part of that advertisement. Yes- there was a reference to rooms "starting at the $280 rate". However I understood form the ad that upgrades would increase price.. not dates for the reservation. I would understand how base level rooms would begin at the reduced rate and increase with a better view for instance. However I do not understand why the time frame noted was not honored when not referenced in the ad.
It felt misleading to me, and I feel others would understand the advertisement in the same manner I did. This advertising could fool anyone. it did not feel truthful to me and what most concerns me is the staff did not see any problem.
So, I do not accept the response. There was no mention of dates that would not be honored in any part of the ad. I feel the hotel should cease and desist this advertisement as it does not truly offer this rate for the month of July- nor does the advertisement reflect any statement related to not being available during peak travel times. Perhaps a new ad that indicates peak travel dates would also inflate the rate? I am a fan of this hotel chain and I am looking forward to staying there in the future. I have already paid for my trip-- and not at a reduced rate. I am not trying to cash in on anything free. I simply don't want others to experience the same challenges I experienced. I eel the staff at the Prince Hawaii Hotel do not understand that this is deceptive pricing and is miss leading to people like me who operate small not for profit organizations who rely on discounted deals such as the one advertised by them. It is disheartening and I hope we can clarify the communication on what the ad is truly advertising.