Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fianc and I booked a block rate at the Ohana Waikiki East (now Ohana **************) in January of 2024. Repeatedly over the last fourteen months, Ohana Waikiki East has advertised better rates on its own website--kama'aina, senior, discovery member (free account signup for anyone) and our booking agent from ***** ******* spoke with the hotel and was assured that any booking made through the website would count as a block rate. Now the area sales managers are denying this claim. Given that these better rates appear on our own block rate page that the guests use to book their stay (which is so embarrassing for us), my partner and I can see that the entire contract was set up as a bait and switch. We were promised the hotel's best possible rates in exchange for securing a certain dollar spend with them; now ******* ******** and ****** ******* (in charge of group sales) have told us to ask our guests to book our own more expensive block rate so that we don't end up losing our minimum deposit. This would be mortifying for us, as well as unfair and rude to our guests. Fundamentally, it is not the responsibility of our guests to save us from the trap this hotel has sprung on us. They also refuse to release any unused rooms from our block rate, so we will remain on the hook for them even if guests are still staying at the hotel, just using different promotions. Ultimately, we feel we have been victims of false advertising and financial manipulation and seek immediate restitution--either in the form of cancelling the rest of our rooms or applying guests who have used the hotel's own promotions to our block rate.

  Business Response

  Date: 03/05/2025

  Mahalo for your feedback. This complaint has been responded to outside of BBB and concluded accordingly.

• Initial Complaint

  Date:07/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Security was banging at our door after 8pm demanding a credit card (their system was not working when we checked in and the front desk said not to worry we could handle the issue during checkout)

  Business Response

  Date: 07/23/2024

  Aloha, do you know what OUTRIGGER property they stayed at?  I can then appropriately review with the property manager to get details.

   

  Mahalo,

  *******

  Business Response

  Date: 07/28/2024

  Aloha,

  This is to inform you that this complaint has been resolved.  *******************************, general manager at OUTRIGGER Kona Resort & Spa spoke with ********************** on Sunday, July 21 and resolved the issue.  She was appreciative of the call and did inform him that she sent a complaint to BBB prior to the conversation.

• Initial Complaint

  Date:12/08/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/21/23, I contacted the ********* Beach Hotel (***) to determine if the hotel was affected by the Maui fires. I decided to cancel my two reservations and requested refunds for both reservations. During the call the *** person indicated *** had changed ownership to to OUTRIGGER ********* Beach Resort (****) and presented a promotion "to stay at another Hawaii island resort for the same dates and equal or comparable cost". I indicated that if the price and dates were the same and that I would not be charged for extraneous parking and hotel fees, that I would be interested in this promotion. The **** employee looked up vacancies while I was on the call and indicated I could be booked for two comparable rooms at the Waipouli Beach Resort (WBR) for 10/3/23 to 10/07/23 but I would have to pay the total room fees during the call to hold the reservation. I agreed and was charged $1,150.02 and $1,443.05 to my credit card during the call. I considered these charges comparable to the $1,172.00/room for ***. There was no comment about these charges were only part of the room charges and I would receive a later billing for the rest of the room charges. I returned from WBR on 10/07/23 and opened my **** statements showing additional charges of $1,443.05 and $1,150.02 on 09/03 23 that I had not authorized. I have contacted WBR and **** accounting offices and explained my understanding of the promotion. I believe Outrigger should live up to their promotional agreement presented due to the Maui fire and ask themselves - "Why would a person who had previously vacationed in the Hawaii islands, including Kauai, be willing to cancel his Maui vacation but would agree to pay double the amount that they were to be billed for KBR" to stay in Kauai - " "Does **** have promotions of 40% - 50% off their listed price for accomodations - would an **** employee present this type of promotion rather than lose the money from a cancelled booking?" **** should credit my **** for $2,593.07

  Business Response

  Date: 12/15/2023

  Aloha,

  Our general manager from the ******** Beach Resort on Kauai has personally spoken to the guest after receiving this BBB complaint. He has apologized and has agreed to reimburse the guest the amount that has been requested.  

   

  Mahalo.

  Customer Answer

  Date: 12/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I received a call from Outrigger's Waipouli Resort general manager explaining Outrigger's decision. The general manager's presentation was professional and courteous which I appreciated. Throughout my conversations with Outrigger personnel about our differences, all of the employees were professional and courteous in our discussions.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/18/23, I made two reservations (Confirmation # **************** at the ********* Beach Hotel (***) and deposited $688.06 for EACH RESERVATION. The deposits were paid using my credit card but listed under ************************* and ***************************** (my daughter). The date of arrival was for 10/03/23 - leaving 10/07/23.On 8/21/23, I contacted the *** to determine if the hotel was affected by the Maui fires. I was told that as of the date of the call, the *** had no water or electricity and could not be certain that the hotel would be ready to accomodate us by 10/03/23. I decided to cancel the two reservations and requested refunds for both reservations. The request for cancellation was well within ***'s stated refund policy of full refunds if requests for refunds were made at least 3 days prior to arrival date. I received a letter acknowledging the cancellation and indicating that *** had changed ownership to to OUTRIGGER ********* Beach H31353237**3330303733H (OKBR) and could not process my refund directly to my credit card but I would receive a refund check. The cancellation/reservation numbers were ZI4J7XGT/41772SE005030 and ZI4J7XNJ/41772SE005032.On 9/24/23, I received refund check # ******** for invoice #******** for $688.06 posted on 9/15/23 by OKBR or Outrigger corporate office.To date, I have NOT RECEIVED the second refund check for $688.06 for the second reservation's cancellation. I have contacted **** and told the delay was because my daughter's name was on the second reservation and **** did not have an address for her. I explained that I had made both reservations and the only reason my daughter's name was on the second reservation was because it was KBR's requirement to have the person using the room was the name to be on the reservation but the credit card used for both reservations was my credit card. I have contacted OKBR by telephone and been told that the refund had been referred to OKBR's Corporate Accounting.I will file a second H363137**3238313831H complaint related to a promotion offer by OKBR

  Business Response

  Date: 12/12/2023

  Aloha, we have corresponded with the OUTRIGGER ********** Beach Hotel and a refund check has been processed. Our apologies for the mix-up and the delay, it appears they did not have a proper mailing address.  The accounting office will mail it out this week.

   

  Mahalo.

  Customer Answer

  Date: 12/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.This acceptance assumes that Outrigger refunds my deposit as stated in their response.

  Note, I cancelled my reservations on 8/21/23 and received a check for only one deposit on 9/15/23. I contacted Outrigger on or about 9/25/23 that I had only received one refund. I have had to recontact Outrigger at least twice requesting reimbursement BBB. They have indicated the problem was that the second reimbursement had my daughter's name and no address on the reservation.

  The name and address was provided to Outrigger at the the time I made the reservation for ********* Beach Resort (***) and was exactly at their direction. The *** reservations were tied to the reservation under my name (which had my address and both reservations used the same credit card to pay for the deposit). I bring this up because it demonstrates that Outrigger personnel made several errors in taking my *** reservation and cancelling my reservation. This may reflect the problems Outrigger had when they purchased and assimilated *** into their company after the Maui fire. If they had this confusion with refunding a deposit that they acknowledge, it seems reasonable that promotions they offered to *** guests due to the Maui fire may not have been communicated completely or executed correctly between *** personnel and other Outrigger facilities.

  I have an outstanding BBB complaint with Outrigger that reflects problems that were created by my accepting an Outrigger/*** promotion after the Maui fire and appears to either have been miscommunicated or not executed correctly per the conversation *** personnel had with me related to a promotion offered after the Maui fire.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a trip on June 14th through Expedia for the ************ Maui resort by Outrigger. On August 8th, **** broke out in a deadly fire that burned the entire town of ******* down. Since then, all access roads into W Maui have been closed with 0 access, the Governor of **** has said they strongly discourage tourists from coming in, and there is a water/gas/food shortage, and an ongoing power outage in W Maui. There is no way to dial 911, you can only text. Our President has declared this a natural disaster. I reached out to Expedia, who has told me that Outrigger is denying me a refund when the entire side of Maui caught fire! Our trip is in a little over a month and they want ** to come to a place where a natural disaster occurred? 96 people so far have died! Refund my condo stay, please!! The locals are begging tourists not to come because of limited resources.

  Business Response

  Date: 08/23/2023

  ************************* and thank you for letting us know.  We have been reimbursing all our guests who have reservations on the west side of Maui due to the recent tragedy.  Not sure why you were told differently.  Please have Expedia provide ** (Outrigger) with the needed information to start the reimbursement process.
  
  Mahalo and hope when travels are safe, we will be able to welcome you and your ohana (family) back to the islands.  Until then, please take care and stay well.

  Customer Answer

  Date: 08/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

• Initial Complaint

  Date:02/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Deceitful business practices While looking to book a Hotel at Outrigger Waikiki Beach Resort ( www.outriggerwaikikihotel.com), I found they are deceiving customers into more expensive bookings by INCREASING the price on "Special Rats"Follow:-Outrigge.com -Select Outrigger Reef Waikiki Beach Resort ******************* adults 2 Rooms (July 24-July 31, 2023)The rate reads $5062.However, the choice to Apply Special Rate) is situated directly after where customers would pick the number of adults and rooms. If you apply what they call a special rate which implies a better rate, the price increases substantially.For example, the Senior and AAA rate is $5786.Maybe Outrigger can refund everyone that was affected by the amount they lost. *****fully I lost nothing as I did not fall for what I consider a fraudulent practise. The response I received from Outrigger:Outrigger Hotels and Resorts <*********************************************>Feb 15, 2023, 11:03 PM (17 hours ago)to me, ************** ***** ***** you for your email, I am happy to assist. I am not sure if you were looking on outrigger.com direct or a third party website so I can only speak on reservations that are made direct with us. We offer many different specials and rates based on a variety of factors including availability and occupancy of the hotel, room only rates, meal packages, longer stay promotions, AAA/Senior discounts as well as advanced purchase rates. So it is very possible the totals for the stay can fluctuate based on each special. This is common amongst the hotel industry. We always recommend calling direct as we can find the best value and advise of the booking policies without any "hidden fees". For the dates you are looking for, the best value we are currently offering is as follows: Outrigger Reef Waikiki Beach Resort 07/24/23 - 07/31/23 Resort *************** USD$361.54 Total: USD$3356.93 per room, all taxes/fees included There is a one night deposit required for this rate which is fully refundable if cancelled outside of 3 days prior to arrival. Rates are always subject to change until guaranteed. Please let us know if this option might work for you and your family.*************** OUTRIGGER HOSPITALITY GROUP T *************** (***/CAN)T *************** (Worldwide Direct)T ************* (AUS)*************************************** outrigger.com

  Business Response

  Date: 02/17/2023

  Outrigger offers a variety of rate offers with different price points and policies.  There is a lower priced rate offer than *** and Senior called Book Early and Save.  This rate offer is intentionally discounted lower than *** and Senior because it requires full prepayment at time of booking and is non refundable.  The discount comes in exchange for the non refundable prepayment.  The *** rate offer is higher in price because it offers free cancellation and no deposit required.  The *** rate offer is discounted and lower than our regular Flexible Rate that shares a free cancellation and no deposit policy.  Please see screen shots below. These policies are listed in the rate details.

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19419965
  
  I am rejecting this response because:

   

  Outrigger is either not getting the point of my complaint or is purposely ignorant. 

   

  If ANY "special rate" is more expensive than the "normal rate", the practice is purposely misleading customers into paying more. It is the same as saying there is a sale on item A then charging more for item A.

   

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

  Customer Answer

  Date: 02/23/2023

  Good morning,

   

  I would like to see that all the "Special Rates", where a consumer rightly assumes the price will be lower than the regular rate, is in fact lower.

   

  In essence, a consumer should not be penalized for being eligible for a special rate when that rate is more expensive than the regular rate.

   

  Just looking for fairness.

   

  ***********************

• Initial Complaint

  Date:08/26/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This place is terrible. the walls are paper thin and you hear everyone in the hallways and you can hear full conversations from the room next door. The hotel is not clean, there are stains on the walls and the light switches have never been wiped off. I also booked this hotel because they claim to have a gym, which they dont. They lied. The elevators are a complete mess. The main thing though is that they hid the fact that I had to pay $250 for parking for the week, even though Im staying here. This is ON TOP of the $200 resort fee. The beds are not queens, they are fulls, which is considerably smaller. All around, just about every aspect of this hotel was a lie, a let down, or a far stretch from the truth. When I asked to have a late checkout on my last day, after paying for a whole week, they told me that I have to call and ask the morning of checkout and that if they need to flip the room they couldnt help me. Thats so messed up. This whole place is terrible.

  Business Response

  Date: 08/26/2022

  Aloha,
  
  We apologize that hotel was not up to **************** standards and we appreciate the opportunity to respond to his specific concerns. Please see the below replies to address his specific complaints.
  
  I also booked this hotel because they claim to have a gym, which they dont- [Hotel Reply] Our fitness room is located on the 5th floor.

  
  The main thing though is that they hid the fact that I had to pay $250 for parking for the week, even though Im staying here[Hotel Reply] Parking is $35 per day and it is clearly stated on Expedia.com where the guest booked the reservation. Parking is a premium in the busy Waikiki area and we do not offer a parking and room rate inclusive package. Majority of hotels have a parking fee that is separate from hotel room rate.

  
  This is ON TOP of the $200 resort fee [Hotel Reply] The resort fee of $29.49 inclusive of tax is also clearly stated in the price details before booking the room.

  
  The beds are not queens, they are fulls, which is considerably smaller - [Hotel **************** bed type of 2 Double Beds are clearly stated on the website where guest made the reservation.

  
  When I asked to have a late checkout on my last day, after paying for a whole week, they told me that I have to call and ask the morning of checkout [Hotel Reply] Late check out is given based on availability. During high occupancy summer periods, this is not guaranteed as rooms need to be properly cleaned for the next arriving guest.
  
  We have reviewed the guest profile and have no record of any complaints provided to our staff during the guests 7 night stay with us. If we had known of his dissatisfaction we would have done all that we could to make it right with him before he departed. To address his complaints of cleanliness and noise, we would like to offer a refund on the incidental resort charges for his entire stay; this will be $29.49 x 7 nights = $206.43.

  Sincerely,

  ***************************

  General Manager

  Customer Answer

  Date: 09/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************