ComplaintsforHale Koa Hotel

• Initial Complaint

  08/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The hotel is not handy cap friendly. In my building you can not get from the ground floor where ********* are to my room with out climbing stairs. All the doors to the elevator are marked employees only. Also the golf cart in the lobby for guests is not used so good luck crossing the street and climbing stairs to the lobby. Employees are nice but it's very clear management doesn't care about the handy cap. Yes I can get to the ground floor in my building but I am in an employee only area and can not return that way.

  Business response

  08/08/2023

  Thank you for the opportunity to respond to your handicap accessibility concern.
  
  We apologize for the challenges in getting to/from the ground level while assigned to an Ilima Tower guest room.
  
  The Hale Koa Hotel has been undergoing a hotel-wide elevator modernization project and is currently in the final phase renovating the Ilima Towers Bathers Elevator (which goes to the ground level), located on the south (ocean) end of the building.
  
  During this phase, the accessible route is to traverse to the Maile Tower which does have elevator access to the ground level. The Front Desk has been making every effort to assign guests with mobility limitations to the Maile Tower, in addition to coordinating room moves following check-in. In hindsight, this would have been the solution.
  
  We do offer an 8-passenger shuttle *** that also accommodates 1-wheelchair. Upon request, this shuttle *** transports guests to/from the hotel lobby and the parking garage.
  
  Additionally,opposite of the stairway leading from the street level to the main lobby is a walkway that is outfitted with appropriate curb accesses to accommodate our guests.
  
  Thank you again for the opportunity to respond. We wish you well and look forward to welcoming you back to the Hale Koa Hotel.
  
  Sincerely,
  Hale Koa Hotel Management
  

• Initial Complaint

  09/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a reservation online. It was NOT clear in the reservation process that they would be charging my card in totality. This charge happened on a random Thursday night, weeks after my reservation was made. I canceled and have proof of cancelation conformation, uey I do not have a refund and my reservation is still shoeing as wctive in their system. I have spent over 6 hours on hold waiting to talk to someone and the call has been disconnected 4 times. Have not yet been able to resolve or talk to a human about this.

  Business response

  09/19/2022

  At the time of booking, a (1) night deposit is required to guarantee a reservation.  The reservation was made on-line on 31 August 2022 for a (1) night guest stay in November 2022.  Each night since 31 August 2022, the credit card declined for $200.00.  On the night of 15 September 2022, $200.00 was approved and the credit card was charged.  On 17 September 2022, at 7:56 AM, guest canceled the reservation and at 8:22 AM a refund of $200.00 was initiated.  It can take up to 5-7 business days for the refund to reflect on the cardholder's account.  A cancelation confirmation was emailed to guest at 8:23 AM on 17 September 2022.  Refer to attached guarantee policy that each guest must acknowledge before completing a reservation, agreeing to the booking condition that a (1) night deposit is required at the time of booking.

• Initial Complaint

  02/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received terrible customer service and tried to speak with a manager about the issue but got an even worse attitude from them. This assistant manager started questioning the finances and free time of my friend since he didn't believe that today was the first day she could use the amenities offered at this location. He also walked about mid-conversation since he decided the conversation was over and refused to even talk with us. We then asked to speak to another manager but he refused to escalate this issue since he was about to change shifts, and within four minutes of talking with *************************** the other assistant manager he was calling MPs to remove us from the property. It is absolutely disgusting that a "manager" can act this way towards people and not be held accountable.

  Business response

  03/02/2022

  On 01 March 2022 the Hale Koa Hotel Supervisory Assistant Hotel Manager responded directly to ************** regarding his Better Business Bureau complaint.

   

  It is our understanding that his expressed concerns were addressed and resolved to satisfaction. 

  Initial Complaint

  12/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/23 I went to ************ to visit the exchange and retrieve a file from HR. Assistant manager ************************* aggressively approached my husband and was extremely rude when handing over the file we were supposed to be getting from hR. Then when I was walking with my children and husband to the bathroom in the lobby, keoni followed my husband around the entire time I was in the bathroom. Then when I got out, he was still following us. I finally left because I felt uncomfortable and my kids were uncomfortable. Its like he was trying to bait my husband to cause a scene when in reality, keoni was the aggressor. He needs to be reprimanded for this predatory behavior. Im appalled to be treated this way at a dod entity where I am an authorized patron. I contacted the chief of army hospitality about this and he said nothing and Ignored my complaint. I have video to corroborate.

  Business response

  01/05/2022

  Via Email: *****************************************
  
  Re: Complaint Identification Number ********
  
  The Hale Koa Hotel has received and carefully reviewed Complaint Identification Number ********.
  
  The Hale Koa Hotel was previously made aware of the allegations contained within Ms. ******* complaint.
  
  The Hale Koa Hotel disputes the allegations contained within Ms. ******* complaint.
  
  The Hale Koa Hotel treats all patrons with respect and dignity and demonstrates through actions its motto, To Serve Those Who Serve over the last 46 years. We look forward to providing such services well into the future.
  
  
  **************************
  General Manager
  
  
  

  Customer response

  01/11/2022

  I am a DOD Federal civilian and per the Army regulation I am an authorized patron in my own right at the Hotel. 

  My husband is a service connected disabled veteran who was previously employed by HKH and we were on property to obtain his HR file from the HR office as well as visit the *** However when we arrived, the Hotel changed plans last minute and the plan we had in place was a disability accommodation for my veteran. So to change plans without any communication especially when we followed up with the Hotel 2 times earlier in the day to make sure the plan was still in place and if there were any changes. We spoke to a duty manager when we called the morning of 12/23 that advised us the plan was still the same. However, when we showed up plans completely changed which was fine had it been communicated. Then to have a staff member hold a personnel file with PII in it and the file was not secured correctly according to the Privacy Act. Again, this shows the Hotel's disdain for regulations and the law.

  I'm disappointed and upset about ****** Koa response to my complaint. *********************** told you on 1/5 that they dispute my allegations basically calling me a liar. I have the video footage of being followed. I dont appreciate being called a liar about my experience. I also complained to ************ on 12/23 & 12/25 through appropriate channels and received no response from ************. I called the Hotel a couple days ago and emailed them to follow up on my complaint as I heard nothing from them at all. Just yesterday *********************** wrote me back as I emailed him on 01/07 asking for an update on my complaint. He only apologized for what I perceived but not for the wrong of his staff member for following me and my family prompting us to immediately leave property. I was being followed while on property, of course someone will perceive that negatively. My complaint is about my treatment of being followed and it still has not been addressed. I want ************************* or his manager reprimanded or counseled. 

  Why do I have to jump through so many hoops to get resolution? It comes off as if I am being treated unfairly due to the issue going on between my husband and the Hotel which is completely wrong. Where is the accountability? Who holds government agencies, offices and personnel accountable?

  I will be sending you the video I have of being followed. Please tell me how to get the video file to you as proof. *********************** says they dispute my experience? My video proves I was being followed and supports my stance that Hale Koa Hotel is lead by liars with no regard for how his staff treats people unless they are paying guests. 

  Business response

  01/19/2022

  Re: Complaint Identification Number 16399177

  Hale Koa Hotel's mission is to provide a first class hotel and recreation facility at affordable prices for military members and their families.

  With 98% annual occupancy, the ************ has the highest hotel occupancy rate in ******.

  Each year over ******* of our nation's ************************* Retirees and their families select the ************ for their vacation destination.

  Guests occasionally express concerns and we do our best to resolve them to the guest's satisfaction.

  In this case, a guest expressed concern about the treatment she and her family received while at the hotel.

  The General Manager looked into her concerns and apologized for how she perceived she and her family were treated.

  We are sorry this guest was not satisfied with our service or our response to her concerns.

   

  Customer response

  01/25/2022

   
  Complaint: 16399177
  
  I am rejecting this response because:instead of taking the time to truly address the complaint and the patrons experience, the hotel chooses to spout their values, mission and accolades as if that should mean something to me, a patron who has had a very unpleasant experience on property with an assistant manager. The same assistant manager who is still interacting with guests. Accept responsibility that your staff member harassed and intimidated a family with young children, acknowledge it, apologizing for the behavior, instill more training from a customer experience perspective and dont let it happen again. ************ has taken the time in both of their responses to shift blame to the patron with experience or downplay the interaction instead of owning it and fixing it. If they were truly in line with their mission and values, this type of interaction wouldnt have taken place. 
  

  also, I complained through multiple channels at the hotel with no response until I contacted the BBB. This included a phone call to the lead assistant manager, an email to **** Koas information line on their website with no response and an email to the general manager. In the automatic return message of the email I sent to ************ information line, it states I would receive a response within 3-7 business days and that was sent on 12/25/2021. Only when I emailed the ** on 1/7/22 asking for an update did I finally get a response on 1/11/22. Again after the BBB triggered ************ to respond which is the only reason they responded. I also shouldnt have to work this hard and go through so many channels to hold people accountable for their behavior at a workplace that intimidates a patron on property. 
  

  ************ needs to relook at their customer experience process and policies to improve. 

  
  Sincerely,
  
  *****************************

  Business response

  01/28/2022

  Re: Complaint Identification Number 16399177

   

  On 10 January 2022 the ************ General Manager did respond directly to **************** regarding the circumstances surrounding her BBB complaint and apologized for what she perceived.  

   

  The ************ has reviewed Ms. ******* complaint and does not agree with her perception that her and her family were intimidated or harassed. 

   

  Unfortunately, it does not appear that further correspondence will help to resolve this matter.

   

  This will be the final correspondence from the Hale Koa Hotel regarding this complaint.

  Customer response

  02/07/2022

   
  Complaint: 16399177
  
  I am rejecting this response because I am in disagreement with the following response provided in the Hotel's last communication contesting my perception of my experience:

  
  "The ************ has reviewed Ms. ******* complaint and does not agree with her perception that her and her family were intimidated or harassed."

  
  Your assistant manager was following my family and I the entire time as well as intimidatingly staring us down when we did nothing to warrant that type of treatment. How am I supposed to perceive that? If I did something to be followed and stared down by your assistant manager, then I would understand him following us. I am surprised that the Hotel condones their leaders following and harassing patrons. Especially as I was wanting to shop at the Post Exchange due to their jewelry sale for Christmas. However, when I came out of the bathroom with my children I could see the same assistant manager across the lobby looking straight at my husband and then as I got closer to my husband I saw him staring directly at us. I initially wanted to visit the Post Exchange as previously mentioned but when my husband told me about the same assistant manager following him while I was in the bathroom and then seeing it for myself; I wanted us to leave immediately due to how we were being treated. It is important to note that the assistant manager appeared off duty with his shirt untucked, wrinkled and had an unbecoming appearance of a staff member interfacing with guests and patrons according to Hale Koa Hotels employee handbook.
  

  How sad for ************ to have the backing of the government so they can get away with anything. If this were a private sector business, they would be held accountable and to a higher standard with their business revenues potentially affected. 13% of unsatisfied prospects share their complaint with 15 or more people. In this era, businesses get 80% of the success based on reviews except for ************ since they are not a private sector business and stay at full capacity due to their location and offering lower price points for our military members and authorized patrons. ************ even has a guest experience manager to handle issues. Therefore, instead of continuing to tell the patron they are wrong or their experience was not as it was perceived - they should apologize upon receipt of the complaint and ensure their response is in a timely manner or at least within the response parameters they set. I did not hear anything back from ************ until January 10, 2022 which is 19 calendar days after my initial complaint. I sent my complaint through 3 different channels (email to ************ information line, call to Lead Assistant Manager x2 and ICE complaint). I sent those complaints on December, 23 & 25th. I never heard back from any of them. On January 7, 2022 I sent a follow up email directly to the general manager, assistant general manager and the security director as I did not hear anything back. On January 10, **************************************************************** **** Koas response but what they failed to mention was how many times I had to follow up and the different channels I had to complain through to get a response that says they contradict my experience with no apology. If ************ was taking this complaint seriously, they would have responded within 3-7 days as their information line states or I would have received a call back from the lead assistant manager. 

  
  ************ is putting up a farce and trying to detract from their lousy leadership in place. They are bullies. It is too easy to take responsibility, apologize, retrain or reprimand employees and make sure another patron does not have this experience. 

  
  ************ leaders need training on conflict resolution and how to deal with different types of customers/complaints. It is obvious they just deny instead of accepting responsibility and truly trying to correct the experience. When dealing with intolerant and annoyed customers, you should do the following:

  
  1. Begin the interaction by apologizing for the issue. 
  2. Then resolve the situation by addressing pointed grievances.
  3. Communicate with them. 
  4. Be transparent.
  5. Ensure that they are aware of the efforts from your side in resolving the situation.

  
  Universal Tips that Actually Work in Every Situation:

  
  1. Practice reflective listening.
  2. Explain the steps youll take to solve the problem.

  
  Always make your customers feel heard, understand their problem, ask questions, take the lead on conflict resolution, get a prior agreement, thank them for bringing the problem to your attention, and showing them you actually care.

  
  I hope no other military member, family member, DOD employee, retiree or veteran receives this type of treatment at Hale Koa Hotel and that they do not have to take all the steps I did to hold people accountable.
  

  Sincerely,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩