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          Hale Koa Hotel has 1 locations, listed below.

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            Business ProfileforHale Koa Hotel

            Hotels

            At-a-glance

            Customer Reviews

            2/5stars

            Average of 1 Customer Reviews

            Customer Complaints

            4 complaints closed in last 3 years

            1 complaints closed in last 12 months

            Customer Reviews are not used in the calculation of BBB Rating

            Reasons for BBB Rating

            Related Categories

            Overview

            This company offers Hotel.

            Business Details

            BBB File Opened:
            5/6/1992
            Years in Business:
            49
            Business Started:
            1/1/1975
            Business Started Locally:
            1/1/1975
            Business Management
            • Mr. Edward Fagan, General Manager
            • Ms. Alison Mcdonough, Customer Relations Manager
            Contact Information

            Principal

            • Ms. Alison Mcdonough, Customer Relations Manager

            Customer Contact

            • Mr. Edward Fagan, General Manager
            • Ms. Alison Mcdonough, Customer Relations Manager
            Additional Contact Information

            Phone Numbers

            Industry Tip

            BBB Tip: Traveling soon? Be careful when booking a hotel room

            Customer Complaints

            4 Customer Complaints

            Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews

            File a Complaint

            Most Recent Customer Complaint

            08/05/2023

            Complaint Type:
            Problems with Product/Service
            Status:
            Answered
            The hotel is not handy cap friendly. In my building you can not get from the ground floor where ********* are to my room with out climbing stairs. All the doors to the elevator are marked employees only. Also the golf cart in the lobby for guests is not used so good luck crossing the street and climbing stairs to the lobby. Employees are nice but it's very clear management doesn't care about the handy cap. Yes I can get to the ground floor in my building but I am in an employee only area and can not return that way.
            Read More

            Customer Reviews

            1 Customer Reviews

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            How BBB Processes Complaints and Reviews

            Start a Review

            Most Recent Customer Review

            Michael M

            2 stars

            11/16/2023

            This was one of the worst hotels I've ever stayed at. The staff were rude and unaware of their own policies and pricing for rooms during check in. I booked a Tier II room almost a year prior as I am a service connected 100% disabled veteran. When I arrived, I was denied this room rate even though I also brought a disability letter directly from the VA and my veterans health ID card, which was also posted on their website (attached). They still refused to recognize me as a 100% disabled veteran and blamed this on me not being retired as 100% disabled. I had to pay another $100 due to their mistake and get booked under a different tier. Even though that tier specifically states 1%-99% disabled. It was comical because every pamphlet they tried to show me was dated back to **************************************************************** of.During this interaction, the staff were extremely rude, were very short with me, were rude to my wife who asked an unrelated question and wasn't even present during the debacle, and they also didn't inform us of any facilities in the resort or provide us a map like other guests we were with who also checked in. It was very obvious they were ****** at us and were not going to put in any extra effort for us. Following this experience, we were only given 4 towels in our room for the 4 of us. When I called and asked for more towels as we planned to go swimming, to the beach, take showers, etc., the room service rep argued with me as to why I needed more towels and said we were going to get room service the next day anyhow. After explaining to him. That there were 4 of us and weve already used them all to showe, he ultimately sent towels up. Meanwhile you can grab towels by the bulk at the pool...What kind of place is this? Next time, I'll just plan ahead and drop another $1k on a normal hotel that doesn't treat their customers like a paycheck. I had better service in ************ bootcamp.

            Hale Koa Hotel Response

            11/20/2023

            Thank you for comments of the Hale Koa Hotel Category II and Category III room rates for ******************************************* of ******* ID Card is the document used by all *** agencies to determine the cardholders authorized level of access to *** facilities and benefits. The ** Form **** is the *** ID Card issued to 100% Disabled ********.  

            Hale Koa Hotel Guests in possession of a ** Form **** are eligible to receive the authorized Category II rate benefits. A letter from the ******** Affairs is not an authorizing document for *** benefits. To receive the associated *** benefits (at the Category II level rates), the eligible receiver must be in possession of a *** ID Card which in this case is the ** Form ****.

            The ********** of ******** Affairs issues the *************** Identification Card (VHIC) to eligible disabled veterans who receive medical care at VA Facilities. ******** in possession a VHIC are also authorized to use the Militarys Armed Forces Recreation Centers at the Category III rates.

            We apologize for interactions with staff members that *** have resulted from misunderstandings.

            ******** guest room towels are for guest room use only. The two pool locations provide hotel guests with a larger pool/beach towel for outside use.

            Thank you again for the opportunity to respond to your comments. We hope this information is helpful.

            Sincerely,
            Hale Koa Hotel Management

            Local BBB

            BBB Great West + Pacific

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