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Business Profile

Resort

Turtle Bay Resort

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 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:09/14/2022

    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 booked a room in Ocean Bungalow to have a nice weekend and de stress. This weekend was not at all enjoyable becuase of the infestation with ants and roaches in this room. We spent a long time cleaning our personal belonging to make sure we do not bring home the 'pest". I attached the incident report. I tried to follow up with ******************* but I was given the wrong email address by the Bungalow manager. Please either apply a refund of our stay or give a complimentary accomodation. We have pictures of the bites for the children.I authorize you to speak with my mother in law regarding this complaint as she was a witness and was present during the whole event.

    Business Response

    Date: 09/24/2022

    Aloha BBB, 

     

    This is the same party as complaint 17798872, which has been closed as we have given another $500 and did not hear back from the guest- The ********************* has reported the same complaint twice. Please close this issue out. 

  • Initial Complaint

    Date:08/30/2022

    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.
    We booked a 2 night on ocean front Bungalow to get away from stress the weekend of July 1-July 3 2022. We were hoping to have a nice weekend to relax. But the accomodation turned out to be a nightmare. The Ocean front Bungalow as soon as we arrived had big and small ants infestations and roaches. . This was brought to the attention of the Bungalow Manager immediately as we have an infant and a toddler. So we have to keep the room clean. The Bungalow manager picked the ***** and pitched it overhead to the outside grass lawn where we were supposed to enjoy with this accommodation. There were more roaches coming thru the cracks in the room. The housekeepers were called to clean up. We brought in plenty of suitcase and clothes / children furnitures. We were denied late checkout so we can exterminate our belongings/clothes and don't bring roaches/ants home. We were overcharged ( we were told we were going to get credit for $500 but when we checked the final bill we were overcharged. This business is not ethical. We want a refund of a very stressful weekend.

    Business Response

    Date: 09/02/2022

    Aloha **************, 

    I hope you find this email well; my name is *********************, I am the Assistant Director of Rooms for Turtle Bay Resort. We have received your feedback from the Better Business Bureau we value your input and thank you for bringing this up to our attention. I would like to extend my sincerest apologies for your experience at the Ocean Bungalows, as this is not the level of service we strive to provide. I have attached your folio from your stay, I would like to note that the $500.00 credit was applied to your folio prior to departure, however, I understand that this does not fix the issues you encountered. As a gesture of aloha, I have refunded your **** on file for another $500.00, you should see this be reflected on your account within the next 5-7 business days.  
    We thank you for choosing to stay at Turtle Bay Resort, and if you do decide to give us an opportunity to serve you and your ohana in the future, please do not hesitate to ask for me by name and I will ensure to get you well taken care of.
    Please let me know if you have any questions.
    Mahalo!

     

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

    Assistant Director of Rooms


  • Initial Complaint

    Date:08/19/2022

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    Unfortunately, from check in to check out it was disappointing. Calling to book a reservation over the phone I should've known seen as a red flag. The operators didn't even know what ********* meant!How to pronounce and even knowledge of the discount that should be applied!Upon arrival... Once the front desk knew my children and I were Kama'aina... She asked... Asked! If we wanted ****?!?!?! You gift a Lei to guests... NEVER assume they don't want one due to being from the islands. Turtle Bay preaches Aloha, yet we felt nothing of the sort. I'm so saddened by the way my children and I were treated. We felt less than due to being locals. I do not expect to have my a** kissed, but I do expect the same respect, smiles and "Aloha" all the tourist around us, during my staycation received.I would not recommend Turtle Bay Resort to anyone!!

    Business Response

    Date: 08/25/2022

    Aloha ******************, 

    I hope you find this email well; my name is *********************, I am the Assistant Director of Rooms for Turtle Bay Resort. We have received your feedback from the Better Business Bureau we value your input and thank you for bringing this up to our attention. As a resort ingrained within the local community, we understand and value the importance of Hawaiian Culture and Aloha. Our sincerest apologies that you did not receive the level of service we strive to provide as ************ market has and will always be an important part of Turtle Bay Resort. 
    We thank you for choosing to stay at Turtle Bay Resort, and if you do decide to give us an opportunity to serve you and your ohana in the future, please do not hesitate to ask for me by name and I will ensure to get you well taken care of. 
    Please let me know if you have any questions. 
    Mahalo! 

    *********************
    Assistant Director of Rooms

    Customer Answer

    Date: 08/31/2022

     
    Complaint: 17741081

    I am rejecting this response because: Your apology was not genuine. The amount of money and time I took off to have a staycation with my children, does not compare to the level of disrespect I felt. So no thanks. If you cared to know more I detail, you'd use my number to find out, and yet you have not. Disappointing.

    l

    Sincerely,

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

    Business Response

    Date: 09/02/2022

    Aloha ******************, 

     

    My apologies if you feel that my apology was insincere. I have escalated your comment to our Resort Manager, ***********************, who will be contacting you via phone to speak with you about your experience. 

    Please let me know if you have any questions.

    ******! 

    Customer Answer

    Date: 09/08/2022

     
    Complaint: 17741081

    I am rejecting this response because:

     

    I noticed I had a missed call from you folks. Although no voicemail was left? To me it appears no one is trying to hear my detailed reasons for all of this.


    Sincerely,

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

    Business Response

    Date: 09/23/2022

    Aloha ******************, 

     

    We have attempted to reach out to speak about your experience twice now and have not received a call back. Please let me know when would be a good time to speak with you so we may schedule it. 

    Mahalo! 

    Customer Answer

    Date: 09/27/2022

     
    Complaint: 17741081

    I am rejecting this response because:

     

    I received ONE missed call with no voicemail from you folks. Please do give me a contact name and number to return your call, I'd be glad to. Or emailing me is fine as well. But please do not pretend to have reached out to me twice. I'll be waiting for your call or at least a voicemail with a contact name.


    Sincerely,

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

Turtle Bay Resort is NOT a BBB Accredited Business.

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