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Phone: (808) 886-6789 69-275 Waikoloa Beach Drive, Waikoloa, HI 96738
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This business is not BBB accredited.
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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 Waikoloa Beach Marriott Resort 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||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Business ManagementMr. John Tolbert, General Manager Ms. Debbie Thompson, Admin Asst
THIS LOCATION IS NOT BBB ACCREDITED
69-275 Waikoloa Beach Drive
Waikoloa, HI 96738 Directions
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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: This facility provided inferior wheelchair to my husband resulting in serious injury to his left leg, they provided no medical treatment and the injury has resulted to 10,000.00 in medical cost. Product_Or_Service: housing and foood Account_Number: 1752.99
Desired Settlement: DesiredSettlementID: Refund refund the charges for medical expenses of 10,000.00
Business Response: Business Response /* (1000, 17, 2014/06/18) */ 6/07/13-Mr. ***** arrived at our property and said that he had been injured on the airplane when baggage fell out of the overhead bin and hit his arm, ripping the skin. Guest advised that he ended up in the hospital for a few days, upon his release, came to our hotel. 6/08/13-Mr. ***** injured his left shin while getting out of the wheelchair. Our Security Department offered assistance, guest declined and left for dinner. 9/13/13-Guest filed a complaint with Marriott Customer Care and called Mr. Marriott's office. His medical claim had been denied by Marriott Claims and the Claims Department advised guest to go ahead with legal action. 9/25/13-Marriott Claims Department continued to advise property to not speak with him. 9/26/13-Waikoloa Beach Marriott responded with an email to guest reiterating that the incident has been turned over to Marriott Claims Department and that they would be handling this. 10/29/13-Looks like guest filed a complaint with BBB. This matter has been referred to Marriott Claims and we have no further information beyond the fact that the claim was denied and guest stated he was pursuing legal action.
Problems with Product/Service
Read Complaint Details
Complaint: Poor accommodations not what was shown online, poor customer service For my honeymoon in May of this year, 2013, we booked this hotel though our travel agent here in New York. We based our booking though the pictures and reviews we saw online. This hotel was anything but what was shown in pictures. I had a horrible stay at this hotel. Several things went wrong while at this facility: 1. The rooms were not as depicted online 2. The wrong room was given to us. The room we first initially were given was not what we booked. 3. We gave them the chance to fix the room problem the next day. In doing this, the hotel made us late for our excursion. 4. Bell hops poor attitude and select use of vulgar language was NOT appreciated! 5. Lack of amenities onsite. More were listed online. 6. They did not recognize us as a honeymoon couple like the rest of the hotels had done for us. While on the island, the manager of the hotel we spoke with told us that he would give us a refund of our hotel room. We left on the assumption he was going to do that. After our arrival home, I spoke with my travel agent about the poor accommodations, poor attitude and lack of customer service. I told her about what the manager had said to us prior to leaving. She decided to attempt to get the money back for us. Our travel agent has been attempting to get a hold of the manager to get the refund for over 4 months now. No return phone calls or correspondence. I would not recommend your hotel to ANYONE!! I truly hope you enjoyed ruining my honeymoon!!!
Desired Settlement: A full refund of $1460.00. This is the amount of the room for the days we were there dealing with the poor customer service and you ruining my honeymoon!
Business Response: Initial Business Response /* (1000, 8, 2013/09/30) */ Thank you for taking time to provide us with feedback on your stay at the Waikoloa Beach Marriott Resort & Spa. Your experience does not represent the way we strive to treat our valued guests. We take all comments seriously and have taken this opportunity to review our website to ensure information is not misleading. We have also refreshed our daily training procedures to ensure we have captured all relevant reservation information. We do regret that our efforts to satisfy your concerns during your stay fell short of your expectations. We sincerely hope to have the opportunity to welcome you back to our Resort and would like to extend the offer to enroll you into our Marriott Rewards loyalty program with 100,000 points that you may use for future stays in Marriott brands, worldwide. Sincerely & with Aloha, ************* Final Consumer Response /* (3000, 11, 2013/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) This does not resolve my issue. I will never stay at a Marriott hotel ever again after this experience. Therefore the response of 100,000 "points" to compensate for such a poor experience is not reasonable. As I asked for in my prior response, I would like a refund. Please take into consideration the fact that I will never stay at your hotel or any other Marriott again and will never use the points offered.