ComplaintsforThe Kahala Hotel & Resort
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Complaint Details
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Initial Complaint
03/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We recently made a reservation at Kahala Hotel in Hawaii. Unfortunately, there was an error with booking dates. We were going to stay from Mar ***** but we mistakenly booked Apr *****.Upon realizing the error, we promptly contacted the hotel to rectify the issue. However, we were informed that cancellation was not possible. Despite offering to pay any price difference to amend the dates to the correct ones, We were denied this option as well. Additionally, when I inquired about the possibility of transferring the reservation to another guest or changing the name on the booking, I was met with refusal, without any explanation provided.I understand that policies are in place for reservations, but I am deeply disappointed by the lack of flexibility and understanding exhibited by Kahala Hotel.I kindly request a thorough review of this matter and hope the hotel can reconsider their policies and provide customers with options for resolution and demonstrating empathy can go a long way in fostering positive relationships.Business response
03/25/2024
This guest booked through Expedia which is not part of the hotel and unfortunately the matter needs to be communicated with Expedia. We understand an honest mistake was made and happy to assist but must do it through the Expedia company. Please have Expedia reach out to us directly. Mahalo.Customer response
03/25/2024
Thank you for your assistance in coordinating the matter between ** and the hotel. We have communicated with the agency to discuss the refund with the hotel and are currently awaiting their response. We appreciate the role BBB has played in facilitating this dialogue and will ensure to keep you updated on the progress of this case.Initial Complaint
06/04/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My wife, kids, and I recently stayed at the Kahala Resort for our 10th wedding anniversary and my birthday. Overall, the stay was disappointing. We were consistently overcharged for our room service (keiki pancakes are $8 on menu, but were charged $12 everytime before the $8 service charge and 19% tip). Our room was in extremely poor shape (cracked paint, dirty walls, chunks of paint missing). Our amenities for our anniversary and birthday were dismal (a cupcake). An extremely expensive stay with an extremely poor level of quality.Business response
06/05/2022
We are in receipt of the complaint and will have our operational teams reach out to the guests who stayed with us.Customer response
06/05/2022
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,
***********************
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.