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Business Profile

Resort

Hawaii Island Resort
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Hawaii Island Resort's headquarters and its corporate-owned locations. To view all corporate locations, see

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Hawaii Island Resort has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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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    • Initial Complaint

      Date:03/19/2024

      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.

       
      Complaint: 21452468

      I am rejecting this response because:

      In her email, ***** had said, if you contact me directly when you are certain to be traveling here I will consider availability and options at that time.


      2/26/2024-  As she had suggested, I called ***** to tell her I am travelling to Hawaii for the date 3/7- 3/11 exact number of days as the previous booking. At first, she said I had never paid for the booking in December. I forwarded the copy of the booking and charges to her. She said she will check her records and get back. But she never did and didnt respond to the subsequent 4 phone calls. I posted the picture that I took from her website on 3/7 showing she had availability for 3/7-3/9. But she would rather have a vacancy than honor her word. At a minimum, as a business owner, she should have returned my calls and if she preferred to offer the room for a different date, to let me know.
      I paid $ ****** for the reservations and the room that I never occupied.  I think what would be fair is for each of us to bear half of the cost. So I am requesting that ***** refund me $ 448.26.

      Thank you for your time and assistance.
      Sincerely,

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

      Business Response

      Date: 04/11/2024

      Guest booked through a 3rd party and tried to cancel AFTER our cancellation window had closed. She has left us awful reviews for her mistake and attacked me personally on multiple platforms except the one she booked with. They do not allow guests that have never stayed to post reviews. I told her I would consider allowing a *********** but it is not typically something we do. I clearly told her we were not able to ***** that due to our cancellation policy the next time she called. 
      I am not understanding why someone thinks our cancellation policy they agreed to upon booking suddenly doesnt apply to them? We were charged the commission fees and were unable to book the room on such short notice (less than 48 hrs).
      I have not responded to any of the bad reviews because our good reviews and ratings speak for us. I have never had a complaint through BBB and decided to respond here out of respect for the organization. Thank you for your consideration.

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