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Hawaii

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The Fairmont Kea Lani Maui

Phone: (808) 875-4100 Fax: (808) 875-1200 View Additional Phone Numbers 4100 Wailea Alanui Drive, Wailea, HI 96753 http://www.kealani.com

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Description

This company offers hotel services.

BBB Accreditation

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.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

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

Factors that raised the rating for The Fairmont Kea Lani Maui 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 | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on The Fairmont Kea Lani Maui
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: June 22, 1994 Business started: 06/14/2004 Business started locally: 06/14/2004 Business incorporated: 06/14/2004 in DE
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
http://pahoehoe.ehawaii.gov/tls/app
Phone Number: (808) 587-4242
The number is W20264846-01.

State of Hawaii Department of Taxation
PO Box 1425, Honolulu HI 96806
http://pahoehoe.ehawaii.gov/tls/app
Phone Number: (808) 587-4242
The number is W15961777-01.

State of Hawaii Department of Taxation
PO Box 1425, Honolulu HI 96806
http://pahoehoe.ehawaii.gov/tls/app
Phone Number: (808) 587-4242
The number is W15961777-01.

Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Charles Head, General Manager Ms. Megan Haertling, Public Relations
Contact Information
Principal: Mr. Charles Head, General Manager
Business Category

Hotels

Alternate Business Names
CCFH Maui LLC Fairmont Hotels & Resorts Kea Lani Hotel Kea Lani Hotel Partners www.kealani.com

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    4100 Wailea Alanui Drive

    Wailea, HI 96753

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Types of Complaints Handled by BBB

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  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
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  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (800) 659-4100(Phone)
  • (808) 875-2208(Phone)
  • (808) 875-5548 (Fax)
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Complaint Detail(s)

6/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: One of the employees (maid or room service) at the Fairmont Hotel in Wailea, HI stole $620 from our hotel room. My family came to visit my husband and I in Oahu for the first time. We decided it would be fun to jump over to Maui and spend a couple of days. My family and I stayed in two suites at the Fairmont Hotel in Wailea, HI Friday, March 22 through Tuesday, March 26. The first night we arrived, we ate at the hotel restaurant where my parents, husband, and I spent over $2100. We had such a great time during our short visit to Maui from Oahu, that we decided to extend our stay an additional night. We originally booked two suites for Friday, Saturday, and Sunday. We spoke to the front desk to see if we could stay Monday night as well. We were informed that all of the suites were already booked except for one, so that the 4 of us would need to share if we decided to stay. We decided to stay and share a suite. On Monday morning my husband and I brought our luggage to my parents suite since we were staying an additional night in their suite. We had ordered room service for breakfast. For lunch we decided to eat at the swim up bar in the pool outside our suite door. We were carded at the bar and we did not bring our ID's so my dad ran back to the room to retrieve them. He then threw my wallet and my husband's wallet in my purse next to the TV but did not zip it up. We consumed our food at the bar right outside of our room with a clear view of the backdoor. The rest of the afternoon we sunbathed on the back porch right outside the door of our suite. Nobody went in or out of our room through the backdoor during this time as we were right outside of it. When we went into the room to shower and get ready for dinner, my dad went to put on his shorts that he wore the night before and noticed that $400 cash (all $100 bills) was missing from his pocket (it was loose and not in a wallet). My husband then looked in his wallet and found a $100 bill missing. My stepmom also had $120 missing from her wallet. The money was there before we went outside that morning. Before going outside my dad had retrieved a $100 bill from his short's pocket to give to my husband in which my husband then put into his wallet. That was the same $100 bill that was missing. The only two people who entered our hotel room while we were sunbathing right outside the back door was the maid and the man who came to retrieve our room service dishes. When security arrived, they kept insisting that this never happens and hinted that we were probably intoxicated the night before and don't remember spending the missing money. Obviously, this wasn't the case considering hours before we had it. They also claimed that another hotel guest probably came in through the back door while we were right outside of it sunbathing, and stole the money. They said they would file a claim to their insurance company. Two weeks later, I decided to call the manager of the security office at the Fairmont to follow up. His name started with an "*", I believe it was ******** or something similar to that. He informed us that if the insurance company follows up with the claim, they'll just tell me that a sign is posted in the room that they could not be held responsible for lost or stolen items. My family and I never saw a sign posted in the room and my father never agreed or signed anything with these conditions. Even if we had seen the sign. It's not about the money, it's about the principle. We stayed 4 nights and spent over $10,000. We spent over $2100 alone on dinner for 4 people at the hotel restaurant. Money is not the issue--the Fairmont's unethical employees and terrible customer service is the issue. I requested to the security manager for the insurance company to call me. It's been two weeks and I still have not heard anything. The two suite rooms were booked through American Express. The suites were under the initials ****

Desired Settlement: As I mentioned in my complaint, money is not the issue--it's the unethical employee and terrible customer service that infuriated us. I am requesting: A) Reimbursement of the stolen $620. or B) A donation to one of the Hawaii Humane Societies in the amount of $620.

Business Response: Business' Initial Response /* (1000, 11, 2013/05/24) */ Aloha, *****. Thank you for your note. We investigated this case very thoroughly, as the safety and security of our guests is of the highest importance. Our investigation did include interviews with the very small number of employees that had access to the suite and did not suggest any wrong doing on the part of the resort or these employees. These employees are long standing colleagues with no prior concerns being alleged. Our Security team did also encourage and offer to assist as far as the contacting of the Maui Police Department, which unfortunately the guest declined to pursue. Many thanks, ******* ******* ******* General Manager Consumer's Final Response /* (3000, 13, 2013/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been told numerous times that I would be contacted by their insurance company. It has been 3 months and I have still not been contacted! I want my money back and I want this issue resolves ASAP!