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Business Profile

Hostel

Waikiki Beachside Hostel

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/21/2024

    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.
    I booked a private room with an en-suite bathroom for my sister and I at this hostel and upon arriving I was given a room that was shared with two men. We did not even have access to the shared restroom (not private en-suite as what was listed and booked) without having to walk through the room of the men who we did not know. The manager gave us the option to either stay in the room or leave and book a last minute hotel. Due to the volatile safety issue we ended up paying hundreds of dollars extra to book a last minute hotel with no help from the hostel staff.

    Business Response

    Date: 11/21/2024

     

    Dear ********,

    Thank you for your feedback. We strive to provide clear and accurate descriptions of our accommodations, and we understand that expectations are important for our guests.

    The room type description on HostelWorld clearly indicates that this room is located within a co-ed dormitory with a shared bathroom (please see attached description) . This information is readily available to all guests prior to confirming their reservation, ensuring transparency regarding our facilities.

    We take pride in being upfront about our offerings and believe that we did not mislead our guests in this regard. We understand that shared accommodations may not be suitable for everyone, and we will not be charging you for the last minute cancellation of the room. 

    If you have further concerns or suggestions, please feel free to reach out to *********************************** We value your feedback as it helps us improve our services.

  • Initial Complaint

    Date:03/06/2024

    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.
    I made a reservation through Booking for the Waikiki Beachside Hostel from February 8 to February 10, 2024(confirmation number:**********;total order value :$ *****). This reservation allowed for free cancellation up to 2 days before check-in. On July 25, 2023, Waikiki Beachside Hostel charged $42.29 to my credit card as down payment for the reservation. Due to changes in my plans, I had to cancel the reservation in January 2024. When I contacted Waikiki Beachside Hostel, they informed me that because the booking was made too early, they couldn't refund the amount to the original card they charged, and therefore they would not refund.

    Business Response

    Date: 03/08/2024


    Subject: Response to refund.

    Dear ****************,

    I hope this letter finds you well. I am writing to address the complaint you filed with the Better Business Bureau regarding the refund issue you have raised. We take customer satisfaction seriously, and I want to assure you that we are committed to resolving this matter in a fair and timely manner.

    First and foremost, I want to apologize for any inconvenience or frustration this situation *** have caused you. We understand that your satisfaction is crucial to our success, and we value your feedback as an opportunity to improve our services.

    After thoroughly reviewing your account and the details of your request for a refund, we have identified a misunderstanding that *** have contributed to the delay in processing your refund. I want to personally assure you that we genuinely wished to resolve this issue back on January 24, 2024 when the manager, ************************* , emailed asking if you can accept the refund via Zelle (see attached email). The hostel uses Zelle banking to send refunds for reservation payments made over 6 months ago. Again, we apologize for the merchant regulations and restrictions that have caused this inconvenience.  

    The good news is because of your recent stay with us from February *****, 2024, we were able to refund immediately and credit your last stay from February 16, 2024 in the amount of $42.49 to that folio. Please allow up to 10 business days (depending on your credit card company) to reflect on your side. 

    Furthermore, I would like to offer our sincere apologies for any miscommunication or lack of clarity that *** have occurred during our previous interactions. We understand the importance of effective communication and are taking steps to address this internally to prevent similar incidents from happening in the future.

    Please do not hesitate to reach out to me directly at ********************************** or ************ , if you have any further questions or concerns. I am personally committed to ensuring your satisfaction and resolving this matter to your complete satisfaction.

    I appreciate your patience throughout this process. We look forward to restoring your trust and wish you safe travels. 

    We appreciate your understanding.

    Sincerely,

    Az Sacry
    Manager
    Waikiki Beachside Hostel

Waikiki Beachside Hostel is NOT a BBB Accredited Business.

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