Complaints

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• Initial Complaint

  Date:04/22/2025

  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.

  I had booked Na-**** Suite with the event manager **** at this hotel for my sister's wedding. Two days before check in we hear that all rooms booked for the wedding will have to be moved to the nearby hotel due to water leak. This was frustrating to hear as it would change plans for the most of the guests. One day before arrival I found out that my room would remain the same as per booking. At the time of check-in every thing was okay until I went to the room and it was not what we had seen in the pictures. I reached out to **** (event manager) about this and she was quick to offer me a downgrade room which was shocking. If I am paying the price for a suite then why would you offer to downgrade. I asked her about the room with living room/kitchen space and she told me that none of the Na-**** quites come with that. It was vacation homes that had living room/kitchen which is not through this hotel chain. Now, my sister (the bride) was staying in the room next door (Na-**** suite). Guess what I see when I enter her room - living room/kitchen space. I don't understand why would I be lied to, false advertising on the website and then all this hassle before the check in about us almost not getting our suite. She said we will give whatever is available. I don't know why would I pay so much ***** for a suite to get whatever is available. The day of departure I had asked for 30 mins extra for late check out anf I was told NO. This has the worst experience despite of being a Marriott member and spending so much money.

  Business Response

  Date: 05/14/2025

  Aloha Ms. ******** ****,
  
  Thank you for sharing your feedback regarding your recent stay at the Waikoloa Beach Marriott Resort & Spa. We sincerely regret that your experience did not meet your expectations during such an important occasion as your sisters wedding. We take guest concerns seriously and have conducted a thorough review of all communications and booking details related to your stay. Based on this review,we would like to offer some clarification:

  First, we understand your frustration around the uncertainty caused by the water flooding incident just prior to your arrival. This was an unforeseen emergency resulting from severe weather, and our team acted swiftly to notify guests and explore alternative accommodations to ensure the safety and comfort of the wedding party. Fortunately, thanks to the efforts of our staff, we were able to resolve the issue in a timely manner, and all wedding guests including yourself were able to remain at our resort, in the original rooms they booked.

  Regarding your specific accommodation, our records show that on December 4, 2024, you confirmed via email to Ms. **** *****, Event Manager, a reservation for a ** **** Guest Room, not a suite. This room category is a premium guestroom within the ** **** collection, which is why it comes at a higher rate than a standard Run of House room like those included under the group room block. Although a premium guestroom, these do not include a kitchen or living area. Those amenities are exclusive to ** **** Suites, which are a separate and more costly room / suite category (this is the Suite category the bride was placed in). This distinction is clearly represented on our official hotel website at **************************************************************************. The images and detailed room descriptions listed accurately reflect each room type.

  It appears there may have been some confusion between the ************************* and ********************. Ms. ***** attempted to clarify this at the time of your inquiry. Her intent was to explain that while ** **** Suites and Marriott ************* units on our property feature kitchenettes, but standard ** **** Guest Roomssuch as the one you booked and stayed indo not.  

  We also understand your concern regarding the offer to change rooms. Ms. ***** explained that we did not have any suites available and that the only other rooms we could offer were in the Run of House category, which would have been charged at the group rate. Please be assured that this was not an attempt to downgrade your experience but rather a responsive gesture, as you had expressed dissatisfaction with your accommodations and all suites were fully occupied.

  We also want to address the rate you were actually charged. Your original confirmation for the upgraded ** **** Guest Room was quoted at a total of $3,408.35 for a five-night stay at $559 per night (plus fees and tax), However please note that we honored the group rate of $349 per night (plus fees and tax), totaling $2,117.40 a savings of over $1,200. At no point was the actual, higher rate enforced, despite being placed in the upgraded ** **** Guest Room category that you reserved.

  Lastly, we regret that we were unable to accommodate a late check-out request. These are always subject to availability, and on the day of your departure, our occupancy levels limited our ability to extend this service. 

  We truly regret that miscommunication affected your experience, and we deeply value your loyalty as a Marriott Bonvoy member. However, based on the full context and accuracy of your reservation, plus the actual amount paid to the hotel, we must respectfully decline your request for compensation of $500. We find it unwarranted given the services and accommodations that were provided.

  Thank you again for your feedback. We always aim to learn from our guests and to improve clarity in every interaction.

  Mahalo,
  ********* ***
  Director of Event Management