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Business Profile

Hotels

The Kahala Hotel & Resort

This business is NOT BBB Accredited.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/17/2025

    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.
    Kahala Resort has Tesla Supercharging station located in their valet lot.Before 2025 the valet fee was $6 every 20 minutes. A 40 minute charging session would cost $12 (this is typical to achieve 100% charge) was understandable. Their new policy is $20 an hour. Whether you stay 5 minutes or 60 minutes. Its $20. This is outright theft.

    Business Response

    Date: 01/28/2025

    Aloha,

    Mahalo for reaching out to us.  We would like to point out our valet parking service is optional and all guests are informed of the charges prior to providing this service.  We also would like to point out that we charge the same amount to all guests, who are not staying overnight, including visitors of the resort, Tesla charging, and other interest.  We feel our valet parking rate is fair and competitive to similar luxury hotels, additionally we offer complimentary validated parking with a $50 spend at our resort.

    Mahalo,

    The Kahala Hotel & Resort.


    Customer Answer

    Date: 01/28/2025

     
    Complaint: 22827625

    I am rejecting this response because:

    Your poor response goes to show what kind of business you are and the values you hold. Not a single attempt to rectify or even remotely fix your issues.  I will continue to make complaints until you take your guests and visitors interests seriously 
    Sincerely,

    ***** **********

    Business Response

    Date: 02/11/2025

    Aloha,

    We have directly contacted ***** ********** and discussed the matter at hand.  We have a mutual understanding at this time and we appreciate his feedback and insight, allowing us to always review and improve our services.

    Mahalo 

  • Initial Complaint

    Date:10/04/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    We have stayed at the resort more than 12 times (more if you go back to the Mandarin Oriental days) including our recent stay in mid August. Based on our experience today, I cannot recall worse communication and lies from your hotel in 20 years. We booked an Oceanfront Lanai room with a King bed. We emailed the resort prior to our stay requesting a room on the 6th or 7th floor in the tower. In August a similar request was honored and we enjoyed room 607 until a plumbing issue forced us to relocate (an unfortunate story for another day). In August, when we checked in your staff noted our request, noted that we had been at the hotel before and noted that we had previously declined a room category other than what we booked. Today when we checked in we were not offered the room we booked but rather an upgrade. We viewed the room and it was patently unacceptable (with two double beds and a mediocre view). It was an alleged upgrade we didnt request, didnt want and was contrary to our preferences as noted by your staff when we checked in six weeks ago. The alternative was represented to be the same category as booked but that was a lie. Room 1017 is not an Oceanfront room as your staff claimed but is an ocean view room, overlooks the driveway and garage, and is clearly not a comparable room. It is also handicapped accessible with a smaller room and one sink. We offered to pay for an upgrade but were told nothing was available.Clearly the resort places no value on (formerly) loyal repeat guests.

    Business Response

    Date: 10/04/2024

    Aloha, we aware and working with Mr. ******** to make things right.  We sincerely apologize for the arrival experience, and value loyalty, please let us know if this is not resolved to Mr. ********** satisfaction.  

    Customer Answer

    Date: 10/04/2024

     
    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,

    **** ********

  • Initial Complaint

    Date:03/25/2024

    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.
    We recently made a reservation at Kahala Hotel in Hawaii. Unfortunately, there was an error with booking dates. We were going to stay from Mar ***** but we mistakenly booked Apr *****.Upon realizing the error, we promptly contacted the hotel to rectify the issue. However, we were informed that cancellation was not possible. Despite offering to pay any price difference to amend the dates to the correct ones, We were denied this option as well. Additionally, when I inquired about the possibility of transferring the reservation to another guest or changing the name on the booking, I was met with refusal, without any explanation provided.I understand that policies are in place for reservations, but I am deeply disappointed by the lack of flexibility and understanding exhibited by Kahala Hotel.I kindly request a thorough review of this matter and hope the hotel can reconsider their policies and provide customers with options for resolution and demonstrating empathy can go a long way in fostering positive relationships.

    Business Response

    Date: 03/25/2024

    This guest booked through Expedia which is not part of the hotel and unfortunately the matter needs to be communicated with Expedia.  We understand an honest mistake was made and happy to assist but must do it through the Expedia company.  Please have Expedia reach out to us directly.  Mahalo.

    Customer Answer

    Date: 03/25/2024

    Thank you for your assistance in coordinating the matter between ** and the hotel. We have communicated with the agency to discuss the refund with the hotel and are currently awaiting their response. We appreciate the role BBB has played in facilitating this dialogue and will ensure to keep you updated on the progress of this case.

The Kahala Hotel & Resort is NOT a BBB Accredited Business.

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