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Hawaii

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Wailea Beach Marriott Resort & Spa

Phone: (808) 874-7852 3700 Wailea Alanui, Wailea, HI 96753 http://www.marriotthawaii.com

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BBB Accreditation

This business is not BBB accredited.

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Reason for Rating

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

Factors that raised the rating for Wailea Beach Marriott Resort & Spa 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 | 1 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 Wailea Beach Marriott Resort & Spa
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: December 06, 2007 Business started: 07/15/2004 Business started locally: 07/15/2004 Business incorporated: 07/15/2004 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 license number is W20042636-01.

State of Hawaii Department of Taxation
PO Box 1425, Honolulu HI 96806
http://pahoehoe.ehawaii.gov/tls/app
Phone Number: (808) 587-4242
The license number is W20042636-01.

Type of Entity

Limited Liability Company (LLC)

Business Management
Ms. Kiyo Miller, Assistant to the GM Alvin Wong, Director of Marktg
Contact Information
Principal: Ms. Kiyo Miller, Assistant to the GM
Customer Contact: Alvin Wong, Director of Marktg
Business Category

Hotels

Alternate Business Names
BRE/WAILEA LLC Marriott Hotel

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    3700 Wailea Alanui

    Wailea, HI 96753 (808) 874-7852

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Complaint Detail(s)

12/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Unsatisfactory customer service to someone of a Platinum Member status. Complained through Marriott channels, hotel has not responded after 4 days. I stayed at this motel from 9 Nov - 10 Nov. I don't have all the names; however the entire staff was worthless in my opinion, with one exception. The only individual that comes to mind was the scuba instructor as someone who made my time worthwhile and enjoyable. There was also one server at the luau. Here are my complaints: 1) was never notified if I could check in early, even though I requested. 2) after calling three marriott numbers (rewards line, reservation line and hotel directly) I was unable to reserve luau tickets and was told to check in at the desk upon arrival. 3) upon arrival check in was fine; however I arrived at two o'clock, had to go to a different desk to get signed up for luau tickets (started at 4:30)--and then went to my room. 4) room seemed normal; did not appear to have been an upgrade as my platinum status suggested. 5) Luau was normal seating--no upgraded seating for being a platinum member. 6) upon returning to my room (after luau had finished ~1930); I had a message that I should come pick up my welcome packet because of my platinum status--but when I went they were closed (closed at 1900) and the front desk told me to come by in the morning. 7) i went on the scuba tour ($100/person) however since I did not receive my mandatory aloha card offering a 10% off on the "activity of the day"--I don't know if I was cheated out of my benefits yet again because I had still not received my welcome packet. 8) I used my "free Starbucks cofee" coupon at the Starbucks on property; however they said it was only good for $3.50 off a normal price (i.e. not free, only discounted). In addition, still no 20% off that I should have had because their staff failed to give my benefits "card" 9) no free breakfast even though I'm a platinum member; I was offered a discounted breakfast at $25/person even tho platinum should get lounge and breakfast for free 10) resort fee was not waived due to my status. 11) pictures from my scuba were not ready/available after being forced to walk to three different locations to see if "they" had them. *I expect these pictures*--not a request, but a demand. The hotel staff knew when I was leaving and checking out and failed to prepare them prior to my departure (2 hours after I completed the tour). 12) the valet service lost my car. I provided name, license plate, color--and after flipping through their log book a few times, the valet suggested **I** look through his registry to find my vehicle. Are you ******** me--very unprofessional. 13) Saturday night when I attempted to complain to the front desk, asking for a comment card, they said I was unable to as one would be emailed to me after my stay (10 Nov)--I still have not received said email (14 Nov). I spoke to "a supervisor" (female) and she stated nothing could be done about my complaints either. When I asked for her business card so I knew who I could direct my complaints at, she went to an office and produce a business card for "**** ******" the concierge (who ended work at 1900). I wanted to complain about her; she was the on-duty supervisor and failed in her duties. At that point I gave up and attempted to complain to Marriott. My complaints have gone un-answered, so now I'm filing a BBB complaint.

Desired Settlement: 1) All pictures, digitally--provided on a CD, from Scuba trip. If unavailable, complete refund of the scuba trip for me and my guest ($100/each, total of $200). 2) Revision of policies that any "welcome packet" be actually handed to platinum members at check in. 3) Reimbursement of Resort fee ($30). 4) 5,000 points added to my Marriott rewards for having to put up with this abysmal service. 5) Letter of apology from the hotel manager, for failure of his staff for complaint resolution during and after my stay.

Business Response: Initial Business Response /* (1000, 5, 2013/11/27) */ Aloha Mr. ******, Thank you for your note regarding your recent stay with us. ****** *** our front desk manager was unable to reach you by phone as well as email. We apologze that we were unable to speak with you personally. Please accept our apologies for the unsatisfactory stay you experienced. Our goal is to ensure that all of our guests have a pleasant and enjoyable stay with us. I have reviewed your list of complaints that you sent to ******. Our apologies that your room was not available for an early check in. My apologies that we were unable to upgrade your luau seating. The concierge desk unfortunately was closed when you arrived to pick up your welcome packet. Marriott Hawaii resorts do not offer concierge lounges at this time and your breakfast option on property is currently at Mala Wailea. The resort fees are applied to every room booking and do include many items such as self parking. I have passed on your disappointment to the activities desk regarding your scuba photos not being available at the time you stopped by their desk. Please also accept our apologies for the valet not being able to locate your car one evening. The front office manager has been informed of this incident and will follow up with the entire bell/valet staff on a new procedure. Once again, please accept our apologies that your overnight stay did not live up to your expectations. A voice message has been sent to the phone number on file regarding your complaint and we ask that you please contact us at your convenience so that we can speak to you personally. Once again, we are sorry that we were unable to reach you after calling twice and sending two follow up emails. We hope to have another opportunity to show you the true island hospitality we pride ourselves on. Sincerely, ***********, Executive Office

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved