We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Hostel

Pineapple Park - Kona LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hostel.

Complaints

Customer Complaints Summary

  • 1 complaint 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:01/31/2023

    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.
    On 1-28-2023, I made a reservation for this hostel online around 4pm for the night of the 28th into the 29th. My card was charged immediately to hold the room. I work for Viking Security in Kona and was working late. I planned on using the room after my shift. Around 4am when my shift concluded, I went to check into my room to see the lights to the lobby were off and the doors were locked. Nobody was answering the listed numbers, and I ended up having to drive out of town to go home to sleep. Which is exactly what I was trying to avoid by renting a room, which led to me losing the job I was supposed to start on 1-29-2023 as I live 40 miles from Kona. Time did not allow for the travel time to accomplish making it on time and getting sleep. When I reached out to the business on 1-29-2023, I sent the reservation confirmation number and explained how I was unable to check in and requested a refund, since the room wasn't used. The attempt was ignored, no response was received. I called the business on 1-30-2023, explained what happened, and then I heard for the first time that late check ins after 9:30pm are only available by request and for a fee. I wasn't aware of this at booking. I'm still being denied a refund and it appears the business/listed number now has me blocked. I'd like a full refund of what was charged at the time of booking.

    Business Response

    Date: 03/07/2023

    RE:       Complaint ******** Response .


    Thank you for the opportunity to respond to ************************ concerns. As you can see from the attachment below, we clearly state on our website that any late arrivals for checking in MUST notify us by text or email, AND there is a late fee $23.62 for that arrival. This is a print screen of the actual website. A 4:00 AM guest arrival would be well out of the norm for staff members to be awake and available for hearing an unexpected guest at the closed office area. We are not a hotel with a manned lobby reception desk at all hours, rather we are a tourist destination Hostel. 

    Had ******************** read the readily available information prior to booking, he would have found all the relevant information he needed to arrange his arrival. 

    Because he had chosen to book a lower NON-REFUNDABLE rate, there is no plan to reimburse his payment. These lower non-refundable rates are booked to the credit card immediately. If he had reached out in advance to tell us he wanted a late arrival, we would have had the opportunity to tell him IF that 4AM time would have been something we could handle. And,  if not, we would have had that room available for other paying guests. Since we did not have that option, the fee he paid will remain not reimbursed. 

    If ******************** did contact us regarding a request for reimbursement, he would have been told that since he chose a non-refundable rate, it means there is no refund. We block callers only when they are making it difficult for staff members, so if the gentleman feels he has been blocked, it is due to us not feeling comfortable with having to tell the guest over and over that in fact he will not be reimbursed. 

    Thank you for the opportunity to respond. Our online ******* Yelp and Tripadvisor reviews are very favorable and we hope you will not consider this unique complaint as an indication of the value of Pineapple Park **** to the tourists who visit ****** Island. 

    Mahalo.

Pineapple Park - Kona LLC is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.