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:09/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 hotel, despite my giving a 68 day notice that due to health issues I am unable to travel, refuses to provide a refund. I am sure they have been able to find someone else to stay in the room allowing the hotel to double-dip. Just like ***************** and Expedia, they are thieves and do not care if they take peoples hard earned money. I will never, ever stay at any Westin or *************** I have let others know that if they intend to travel to book their rooms elsewhere.

• Initial Complaint

  Date:09/28/2023

  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.

  During this visit the electricity was out and none of the hotel amenities were available due to the Maui fires. They charged for an extra person in the room and did not give another bed just a rollaway bed that was "free" and was advised by the manager that the extra person cost would not be charged. We had to stay in the room and the lobby due to lack of electricity. No lights or air conditioning. This happened on August 8th and August 9th. I wrote the hotel on August 9th and tried to call but limited my calls due to the power outage. We paid to have a luxury vacation- yes the fires happened but we should have been reimbursed for serves that we did NOT receive. The food and water started to run out- the gym was not working. This was a nightmare.

  Business Response

  Date: 10/09/2023

  Aloha - 

  This issue has been resolved. Room and tax from 8/9/23 - 8/14/23 have been adjusted off plus the $262.63 F&B charges. Please kindly close the case. Copy of Ms. ***** folio is attached for your reference. 

  ******!

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

  Director of Front Office

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20671437
  
  I am rejecting this response because: I should be compensated for the 2 nights that we did not have electricity- we had meals that were limited and we had to spend our time in the lobby charging our phones- the total should be the $487 times 2 and the fact that you violated a fire code have a queen *** and a rollaway shoved right next to each other- we had a tiny room for 3 people and I booked this back in Feb 2023- my colleague had the same trip- MER - booked after my request for June *** 2023 and you provided a suite with 2 ***s and a bathroom to accommodate 3 to 4 people.  I know it was beyond your control but we should not have to pay for services NOT rendered.  We had no air conditioning, no lights, and no spa/hotel amenities.  We did not pay to sit in a hotel lobby, very poor meals, and drink water at a luxury hotel. We should have been compensated and given  nights for the lack of service and very stressful happenings in Maui.
  
  Sincerely,
  
  **********************

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  First off my daughter smoked outside on the balcony it is a non smoking property. I get this I was unaware and the room is in her name ***************************. We checked into the hotel on 5/18/23 @ paid nearly 10.000.00 for 7 nights in full. On Saturday may 20th we got a knock on the door stating we had 10 minutes to get out due to my daughter smoking outside on balcony I tried pleading with them but they made us leave we had bo cash no car and could not change our plane tickets until the next day. I let them know that I'm a recovering cancer pt they did not care so for two nights they kept 6 thousand dollars refunded us **** 3 days later and charged ****** to my credit card on file complete overreach. My daughter and I were made to wait on the trees like we were trash and we had no means to stay in a hotel and explained this to them. They did not care and said we broke the rules and we are going to pay for it. This was my bucket list trip and I have never been so scared in all my life except for my stage 3 cancer diagnosis I have PTSD from how they put two females out on the street in a strange state.

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 planned a trip to **** for my sons 15th birthday. After a long day of traveling we arrived at the Westin, super excited but exhausted. We checked in and was given our room keys. When we got into the room we both were extremely disappointed. The tower our room was in were old! The furniture was extremely old and worn and it had a stinch. I went down to the front desk and asked for the manager, after some time ********* came out. I explained to her that the room was not what we expected and she explained that it was the older tower and that the newer tower was not booked. I expressed that I was not happy and coming so far away I wasnt expecting a room that is comparable to the Best Western. She then said that she can let me check out two other rooms in the same tower but the new tower wasnt an option. I took the room keys and went to observe them. They were just as bad as the first. Furniture scrapped up, wall paper peeling, bed skirts stained yellow, and the stinch. I could not do it. I called Expedia and spoke to a representative and explained everything and he said that he was going to get in touch with management to get us better accommodations. I was on hold for over 40 minutes when he came back and said to go down to the front desk, he had spoken to the manager and they were going to take care of us. Super relieved we headed down to the front desk and asked for *********. She said Expedia did not call her and that the other manager wasnt answering then said he must have spoken to ****. I said well regardless to who he spoke to he said that it was taken care of. She said like I said I didnt speak to him and we cant move you to the newer tower unless you pay. She began to raise her voice which threw me off and was extremely rude! Told me that she was no longer helping me. Frustrated, all I could do was cry. **** ended up helping me get situated in the newer tower. There is more to my complaint but I have ran out of characters. I will continue on a call.