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Phone: (808) 822-4941 Fax: (808) 822-5599 525 Aleka Loop, Kapaa, HI 96746
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Reason for Rating
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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 W81562457-01.
Business ManagementMr. Eric Napoleon, General Manager
THIS LOCATION IS NOT BBB ACCREDITED
525 Aleka Loop
Kapaa, HI 96746 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
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|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: We checked in to this hotel with a party of 5 people. The first room only had one bed so it did not work. They kindly switched rooms and gave us one that could accomodate us. Upon entry, we noticed the hotel was extremely dirty with dirt/hair all over the bathroom floor and had feces on the outside of the toilet. We knew immediately that the room had not been cleaned. I went back to the office with pictures and they gave us a third room. This room stunk like mold and had hair shavings on the counter and hand towels. Once again this room could not have been cleaned. My wife was worried that our clothes would smell like the hotel mold so she refused to stay there. I turned the key back in and we found another hotel down the street. I called Expedia (the company we booked with) and they contacted the hotel on our behalf and told us the hotel would NOT refund us our money even though we did not stay there. I checked the comments section on the hotel today and there was another person who stayed there about the same time we did. They wrote a similar review about the dirtiness of their room and also checked out early but the hotel did refund them their money for their unused days. So it is possilbe--they just chose to not give it back to us. Product_Or_Service: Hotel room Account_Number: Itinerary #*********
Desired Settlement: DesiredSettlementID: Refund I want $196.20 refunded to us ($182.20 collected by Expedia and the $14 resort fee). It was not our fault the rooms were not cleaned so we shouldn't be penalized for not staying there. I realize there may be some updated clean rooms in the facility but we were not given them.
Business Response: Initial Business Response /* (1000, 8, 2014/02/14) */ Spoke with Mr. *********** on 1/27/14 and was updated as to what had transpired (same as complaint). Apologized and advise that at property level, we would process the refund for the Amenity fee of $12 (guest was not charged $14 as per complaint). Refund processed 2/14/14 with credit card provided by Mr. *****. Emailed Expedia Hawaii Market Assistance to proceed with refund of the one night room/tax of $136.66. Mr. ***** seemed satisfied with refunds to be processed.