Complaints
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/19/2024
Type: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.
The hotel charged us extra money when they were not supposed to. When we arrived to check in on Saturday, September 7th, room #**** was not cleaned and ready for us. When we reported this at the counter, they offered us a different room, but we were told we had to pay for it. So we spent two nights (from the 7th to the 8th) in a different room #****. We had to pay $457. 69, for something we shouldn't have to. Also, we already paid in full for the room before check-in (which is attached as Stay Details). The business claims that the housekeeping service is a separate business from the hotel and was not available for the weekend. They cleaned the room up on Monday, but this is unacceptable as hotels should have the rooms ready for clients before check-in. We would like to be refunded, and we have already emailed the business and await their response.
Business Response
Date: 09/20/2024
Aloha,
Thank you for raising your concerns in respect to your recent stay at Ala Moana. We are very sorry to hear of the challenges you had.
I would like to bring your attention to the fact that this is a condominium not a traditional hotel. A number of the units in the building including the one you booked are not managed or maintained by the "hotel" side of the building so you are directing your complaint to the wrong entity.
We are thankful we were able to assist you with a room in the hotel pool, however any resolution or compensation will need to sort through the property management company you booked with which was Castle Vacations. Please call ************** or ************** which are the numbers we have on file for Castle Vacations, they should be responsible for making you whole.
For future bookings at the Ala Moana hotel please ensure you use ********************************** to ensure you are booking a room managed by the hotel so you do not encounter these types of issues.
Mahalo
Ala Moana Hotel
Initial Complaint
Date:05/17/2024
Type:Status:ResolvedMore 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 booked a reservation on the Ala Moana hotel by Mantra website for Dec ***** and received a confirmation , then I was reached out to that the price on the website was due to a mistake and I needed to change or receive the correct rate with 15% discount, I didn't make a decision as I told the Reservation Manager ***** that I needed a couple days to think about it and ask my party , In their terms and conditions there is no where it states they can cancel my reservation nor not accommodate my booking due to the hotel's error, now my reservation has been cancelled without my consent and I no longer have a booking for my vacationBusiness Response
Date: 06/17/2024
Aloha,
We are very sorry for any inconvenience caused due to the system error allowing this booking to be made. We immediately made contact to inform you that this booking could not be honored and offer alternatives to minimize the inconvenience. This is not something that has happened before and we are very sorry it impacted you.
We will be happy to offer alternatives for your vacation to best accommodate you, please contact us if we can assist.
Ala Moana Hotel
Customer Answer
Date: 06/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Armee *****Initial Complaint
Date:05/16/2024
Type: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.
on May 6th, I booked a room at the Ala Moana hotel that was being advertised and available to select. The hotel called me a few days (or maybe a week) later saying that their prices were wrong and that they needed to cancel and could offer me a lower-grade room for the same price. I declined and told them they advertised it, i purchased it. I didnt want any other room and asked that they email me in writing exactly what the issue is. They did not email me. Instead, they called me while i was out of town and left 1 voicemail. I just received an email from them that they cancelled my reservation without my consent or any other comparable replacement. This is such poor business practice and not any fault of the consumer for purchasing something that they were selling.Customer Answer
Date: 05/17/2024
The hotel emailed me today with inaccurate statements and referencing their standard Terms & Conditions, which from what I can see, are not relevant to this situation as i did not request any changes to be made to my reservation. I've asked them again to reinstate my booking.Business Response
Date: 06/24/2024
Aloha,
We are very sorry for any inconvenience caused due to the system error allowing this booking to be made. We immediately made contact to inform you that this booking could not be honored and would like to offer alternatives to minimize the inconvenience. This is not something that has happened before and we are very sorry you were one of the few people it impacted.
We will be happy to offer alternatives for your vacation to best accommodate you, please contact us if we can assist.
Ala Moana Hotel
Initial Complaint
Date:01/21/2024
Type:Status:ResolvedMore 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.
Ala Moan Hotel charged me an extra night's stay for $287.93. I booked for 3 nights, stayed 3 nights & paid for 3 nights.The $287.93 is for a fourth night's stay. I did not stay a fourth night. I flew out of the *************** for same night I checked out on the third night. I simply want a refund for the $287.93 Timeline of Events 12/21/2023, booked a reservation at Ala Moana Hotel for 3 nights oAla Moana Hotel Booking number: ************ oArrival Date: January 7th, **** oDeparture Date: January 10th, **** oPayment Summary for 3 nights was $863.49 1/7/**** (Sunday), check into Ala Moana Hotel on January 7th at 8:00pm.1/9/**** (Tuesday), checked out of Ala Moana Hotel on January 9th at 7:00 pm.oReceived a printed Invoice copy from the front desk charging me $863.49 oInvoice Number: ****** 1/9/**** (Tuesday), departed ******** to *********** at 10:20 pm on January 9th, **** (Tuesday night)oI departed ******** the same night I checked out of the Ala Moana Hotel.oUnited Airlines flight number: UA1169, seat 19L oUnited confirmation number: AETK70 1/10/**** (Wednesday), received a $287.93 charge on my credit from the Ala Moana Hotel.oNo communication with me on what this charge for.oSimple math from the $863.49 for 3 nights comes out to $287.83 per night oI was charged an extra night, and I was not in the *************** to be physically able to stay an extra night.1/13/****, I communicated my ordeal of this extra charge of $287.93 in my Survey comments regarding my stay at Ala Moana.1/14/****, *************************** from Ala Moana responded via email to clarify what night did I check out of Ala Moana.oAppreciative of the first communication with Ala Moana.oI responded to Mr. ****** email with I checked out Tuesday (1/9/****) night and have print out receipt from Front Desk of the $863.49 for 3 nights and forwarded a copy of the receipt.There has been no further communication with Ala Moana Hotel since.Customer Answer
Date: 01/22/2024
This issue is resolved. **************** at Ala Moana Hotel emailed me today advising the $287 charge has been reversed. The $287 refund is showing on my credit transactions as pending. Thank You BBB for being available to consumers help resolve our issues!
Please close my complaint as resolved.
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