Business ProfileforRoyal Lahaina Resort
Hotel Reservation
At-a-glance
Related Categories
Overview
This company offers hotels and passenger destination services.
Business Details
This is a multi-location business.
- Location of This Business
- 2780 Kekaa Drive, Lahaina, HI 96761
- BBB File Opened:
- 10/24/2005
- Years in Business:
- 42
- Business Started:
- 9/25/1981
- Business Started Locally:
- 9/25/1981
- Business Incorporated:
- 9/25/1981
- Licensing Information:
- 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.
- Type of Entity:
- Corporation
- Alternate Business Name
- Hawaiian Hotels And Resorts
- Royal Kona Resort
- Pleasant Travel Service
- Business Management
- Mr. Edward J. Hogan, Main Owner
- Mr. Lalo Fernanzez, GM - Royal Kona Resort
- Mr. Gary Hogan, Chief Ext. Officer
- Ms. Marilyn Hogan, main owner
- Ms. Judy Goto, Exec Secretary to GM
- Ms. Yvette Kitagawa, Director of Rooms
- Mr. Tom Bell, President
- Ms. Ann Arruda, Asst to President - Royal L
- Mr. Greg Oldenburg, Asst. General Manager
- Mr. Jerry Sager, Director of revenew mgmt
- Contact Information
Principal
- Mr. Tom Bell, President
Customer Contact
- Ms. Yvette Kitagawa, Director of Rooms
- Additional Contact Information
Fax Numbers
- (808) 270-9773Primary Fax
- (805) 480-0399Other Fax
Phone Numbers
- (800) 222-5642Other Phone
- (805) 480-0052Other Phone
- (808) 270-9773
Customer Complaints
6 Customer Complaints
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File a ComplaintMost Recent Customer Complaint
02/02/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We were trapped there during the Maui fire. We did not have access to hot water nor power for seven out of the 10 days we were there. I have been asking for a refund for the seven days one of the 10 days we were not even inside of their hotel, we were finally able to make it to ***** and spend the night there Saturday night that theyre charging us for as well. This company told us that if we left our room even to go get water or food from another store nearby that they would give our room to locals so we had our kids even look after our room for us so we could go check for water and food considering they were charging us 7 to 8 dollars a bottle and $30-$50 a plate for food which was rice, chicken and vegetables, breakfast lunch, and dinner these folks evacuated us even on Friday night and I have video of them and their workers five minutes after evacuating us to the golf course telling us that we cannot come back to the hotel And to get your things into your cars they were partying out on their lanai having food and barbecuing with friends and family. This is all a hoax its a set up. They are ripping us off our money and I want my $3500 back I have evidence I have photos. I have photos of them even not allowing us to go back into the hotel that Friday night after we deserted our plates of food and they have workers and theyre eating , but we cant go in there and eat or get a drink of water. Even this is a disgrace its not fair to our families that were there on vacation. I have been supporting this hotel for the last seven years I even brought a family along with me that they were able to get a refund of four nights and I cant even get a refund of the nights that Im asking for that we did not have hot water linens Access to the hotel power accommodations and even being charged for the night. I was in ***** that I have a receipt please help. I also have more photos and videos I can provide. I just cant get them here thousands of dollars in receipts hotels
Customer Reviews
1 Customer Reviews
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Most Recent Customer Review
Gage S
1 star
01/25/2022
This resort was absolutely awful. The staff, while kind, lied to our faces. We came to this resort on our honeymoon after booking a king room with a kitchenette and a patio terrace with an ocean front view. We were told we would be able to walk onto the patio, across the lawn and right onto the beach. This was anything but true. When we arrived we were taken to a second floor room with two double ***s and no king *** in sight. We went back to the front desk and were told they dont have any king ***s with kitchenettes, even though theyre advertised on the website for the resort. The staff offered us a king ***room, claiming it was much nicer and cost more, though theyd waive the extra cost. While being taken to the room, staff told us it was beautiful and very recently remodeled. We walked into the room and slipped on the dirty, grimy tile floor that covered the entirety of the room. Half of the lights in this room were burnt out and house keeping told us they couldnt help replace them. My wife went to used the bathroom and discovered it was covered in dirt and filth. The door to the room had gaps on all sides that sunlight came right through. We heard some teenagers having a conversation (normal talking volume) and thought maybe the sound was coming through the gaps in the door, but no. The walls were paper thin and we could hear every word the neighbors were saying. I called the front desk staff to speak about these issues and they reiterated that the room was just remodeled. They also told me that hearing the neighbors speaking through the walls was absolutely normal. What kind of resort is this?After speaking with our travel agent, she advised she personally spoke with the staff on the phone to confirm we had a king ***, kitchenette, and walk out terrace patio. I suppose they enjoy lying to everyone they can.If you have any sense, you will avoid staying here at all costs. That is, unless you enjoy being lied to and spending money on filthy resorts.
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