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Business Profile

Hotels

Grand Naniloa Hotel Hilo - a DoubleTree by Hilton

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/04/2024

    Type:Billing 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.
    I was charged twice for my 2-night stay in Aug 2023. The first charge was posted on Aug 23, 2023, and the second charge was on Aug 28, 2023. The amount of both charges was ****** USD. I tried to contact the hotel in September 2023, and they checked their system and replied that there was only one hard charge (the charge on Aug 28) shown in their system.However, I've confirmed with the bank and they confirmed that these two transactions were both charged. I then gave the screenshots to the hotel and never got a response.Since I could not get things resolved via the hotel side, I started disputing the first charge via the bank. However, after nearly one year, the bank told me that the hotel REFUSED my charge dispute.

  • Initial Complaint

    Date:06/25/2024

    Type:Sales and Advertising 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.
    I had a stay scheduled for July 19, 2024 and I canceled it back in December however, I was charged for the stay on June 9, 2024. Ive contacted Hilton directly, Ive contacted the hotel directly and no one has given me any kind of solution. The hotel acts as if they cannot find the transaction but I have provided them evidence that my card was charged and theyve done nothing, they wont answer the phone, call back, or email me back. I am highly displeased and I need something done about it!!

Grand Naniloa Hotel Hilo - a DoubleTree by Hilton is NOT a BBB Accredited Business.

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