We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Bed and Breakfast

Wild Ginger Inn

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bed and Breakfast.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/24/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Ive stayed at The Wild Ginger hotel for the night and it was a nightmare. The conditions were unsafe and not as advertised. One building attached to mine had collapsed and was left open without any warnings. The stairway was hazardous with a broken railing, and my room had numerous issues, including a missing shower window, a mosquito screen that wasnt fully attached, and a clogged drain. There was no air conditioning, no Wi-Fi, and the breakfast provided was minimal. Additionally, the hotel was under construction, causing so much noise that I had to sleep in my car. I have photos documenting these issues and am requesting a refund. Thank you for your assistance.Its REALLY DANGEROUS to stay there!!

    Business Response

    Date: 04/25/2025

    Dear *******,
    Thank you for your feedback. We would like to apologize for the maintenace noise that you dealt with during your stay. But let me clarify that all noisy maintenance ends by 5pm and our workers usually leave latest by 9pm working on non-noisy tasks like painting and cleaning.

    Also, the old building that is collapsed towards the end is an old demolished building and not a threat in any way to newly renovated rooms that you were staying in. It will be cleared at the end of our current maintenance project and a new building will take its place. I will followup on the clogged shower drain but please feel free to reach out to front desk for such matters in future for immediate action.

    We wish you happy travels.

  • Initial Complaint

    Date:09/24/2024

    Type:Product Issues
    Status:
    Answered
    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 8/27/2024 I booked a room online for the Wild Ginger Hotel at ***************************** based on positive recent reviews on their website and other common hotel advertisement sites. The booking was at the last minute. Upon arrival at the earliest check in, we were given a room on the 2nd floor. The room had not been serviced. The next room they gave us had mold all over the bathroom floor, shower, around toilet. The electrical outlet looked hazardous and no GFI in the bathroom area. The fire extinguisher box had no fire extinguisher in it. The hotel was sinking on one side and the floor list was scary to us. We pulled the sheets back on the bed and they were stained. The general hotel was unkept. If they had a room that matched the advertised room we chose in the listing, we were never offered that. We could not stay there due to safety, health and environmental issues. They refused to refund our money due to 24 hour cancellation policy. We did not disturb anything and left the rooms as they were when we entered. "The details of your stay are as follows: Your stay: Tuesday 27 August 2024 - Wednesday 28 August 2024 Your room: 1 **********************" REF CTB161701D $97.91

    Business Response

    Date: 09/25/2024

    Aloha,

     I would like to start of apologizing for how ***** feels. Her Husband did check in with her by he's side complaining that the hotel didn't match the photos online. The place he showed me was actually for an air b&b that was on expedia's website after a few word exchanges and me pulling up the hotel on Expedia on my end he calmed down. Gave ***** the keys to her room and she first was not happy with how the room looked, then we offered her an upgrade on her room, so instead of a superior room her and her husband got the luxuary room with no extra charge. ***** and her husband stood outside the door and started to take pictures and came back to the front desk stating they weren't going to stay with us. I did try to ask if there was anything we could do to make it better for her but she didnt want anything but to leave. I did explain to her that this is a very old hotel and that there are very strict policies in place. And that everything was straight forward in our policies section before she would hit the book button on the website. They left and ended up messaging us via our messenger that all guests has access to through free to book, there she expressed again how she left, how the new room wasn't up to her standards and she demanded a full refund. I explained the policy again to her and how she knew before hand that there wasn't a way for her to get the refund and we did our best to accommodate them before they left the hotel.

     Mahalo,

      Wild Ginger Hotel Ohana

    Below is the hotel's full policy.

     

     

    Wild Ginger Hotel Policies
    The Wild Ginger Hotel offers an amazing and unique accommodation experience. However, there are a few hotel facts and policies to be aware of. 
    Pet Policy
    Currently the hotel is not pet friendly. Guest that are caught with any pet on hotel property will be charged a $250 cleaning fee and asked to leave. 
    Cancellation and Modification Policy
    All cancellations made greater than 5 days from arrival are free of any cancellation fees. Cancellations made 5 days or shorter from the day of arrival are subject to a two night stay cancellation fee. In addition, guest will not be refunded for shortened stays if modification was made 5 days or less from check in . The hotel runs on a very low margin in order to offer the very best prices on the island. These policies are in place to protect the hotel and the value it offers travelers.
    Refund Request Due to hotel or room imperfections
    The hotel will not refund any portion of your stay due to any room or hotel imperfections. The hotel is historic and was built in 1911. The hotel is not a modern hotel and many of the imperfections are intentionally protected. Some of our windows do show their age but it is the hotels policy to preserve them as long as possible. 
    Hot ****************** has brand new hot water tanks and has plenty of hot water on demand. However, the plumbing is original to the building and hotel water is not always instant. Hot water may takes upwards of 15 minutes to arrive to hotel rooms.The hotel will not refund guest for any issues they may experience with hotel water. Should you want immediate hot water please feel free to utilize our common area shower located in the hotel lobby. The piping in that room is new and hot water is always instantly ready there. 
    Air conditioning and TVs
    Due to the age of the building, amazing fresh air and the year round perfect weather the hotel does not offer air conditioning in the hotel rooms. The hotel also does not offer TVs in our rooms to encourage travelers to venture out and explore the island. The aloha is found outside hotel rooms and not within them : ) 
    Staff
    Many of our hotel staff are young due to the hospitals training program. Please be kind and friendly. In order to keep cost down management is done remotely and management responses are not instant. Please be patient. Also, incoming calls are usually only picked up during front desk office hours. Front desk office hours are 7:30am to 11:30am and 2pm to 7pm daily.

  • Initial Complaint

    Date:08/25/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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 April 2, 2023 I made a reservation for the Wild Ginger Hotel for May 5 and May 6. One week later, I called and cancelled the reservation. I specifically asked if there was a cancellation fee and the person I spoke to said no because I did not book it through a third party such as Expedia. Wild Ginger Hotel did not send me a cancellation email, so I do not have the cancellation documentation. Then on May 5, I received a text from Wild Ginger saying that my room was ready. I replied that I had cancelled the reservation. The next text stated that the person (behind the text) would speak to their manager. I never heard back from the manager. When I tried calling I kept getting voicemail. I left several messages asking for a call back and no one called me back. My credit card was charged. I tried to dispute the charge with the credit card company. Unfortunately due to me being out of the country, the timeframe for disputing the claim had expired. Again from May 6-August 24, I have tried calling multiple times and no response; I only get voicemail. I have not been able to talk to a live person since April when I cancelled the reservation. So I am seeking a refund because I did not physically stay at the hotel on May 5 and 6 and the reservation was cancelled back in April.

Wild Ginger Inn is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.