Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/17/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I booked a reservation on the Ala Moana hotel by Mantra website for Dec ***** and received a confirmation , then I was reached out to that the price on the website was due to a mistake and I needed to change or receive the correct rate with 15% discount, I didn't make a decision as I told the Reservation Manager ***** that I needed a couple days to think about it and ask my party , In their terms and conditions there is no where it states they can cancel my reservation nor not accommodate my booking due to the hotel's error, now my reservation has been cancelled without my consent and I no longer have a booking for my vacation
Business response
06/17/2024
Aloha,
We are very sorry for any inconvenience caused due to the system error allowing this booking to be made. We immediately made contact to inform you that this booking could not be honored and offer alternatives to minimize the inconvenience. This is not something that has happened before and we are very sorry it impacted you.
We will be happy to offer alternatives for your vacation to best accommodate you, please contact us if we can assist.
Ala Moana Hotel
Customer response
06/20/2024
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,
Armee *****Initial Complaint
05/16/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
on May 6th, I booked a room at the Ala Moana hotel that was being advertised and available to select. The hotel called me a few days (or maybe a week) later saying that their prices were wrong and that they needed to cancel and could offer me a lower-grade room for the same price. I declined and told them they advertised it, i purchased it. I didnt want any other room and asked that they email me in writing exactly what the issue is. They did not email me. Instead, they called me while i was out of town and left 1 voicemail. I just received an email from them that they cancelled my reservation without my consent or any other comparable replacement. This is such poor business practice and not any fault of the consumer for purchasing something that they were selling.Customer response
05/17/2024
The hotel emailed me today with inaccurate statements and referencing their standard Terms & Conditions, which from what I can see, are not relevant to this situation as i did not request any changes to be made to my reservation. I've asked them again to reinstate my booking.Business response
06/24/2024
Aloha,
We are very sorry for any inconvenience caused due to the system error allowing this booking to be made. We immediately made contact to inform you that this booking could not be honored and would like to offer alternatives to minimize the inconvenience. This is not something that has happened before and we are very sorry you were one of the few people it impacted.
We will be happy to offer alternatives for your vacation to best accommodate you, please contact us if we can assist.
Ala Moana Hotel
Initial Complaint
01/21/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Ala Moan Hotel charged me an extra night's stay for $287.93. I booked for 3 nights, stayed 3 nights & paid for 3 nights.The $287.93 is for a fourth night's stay. I did not stay a fourth night. I flew out of the *************** for same night I checked out on the third night. I simply want a refund for the $287.93 Timeline of Events 12/21/2023, booked a reservation at Ala Moana Hotel for 3 nights oAla Moana Hotel Booking number: ************ oArrival Date: January 7th, **** oDeparture Date: January 10th, **** oPayment Summary for 3 nights was $863.49 1/7/**** (Sunday), check into Ala Moana Hotel on January 7th at 8:00pm.1/9/**** (Tuesday), checked out of Ala Moana Hotel on January 9th at 7:00 pm.oReceived a printed Invoice copy from the front desk charging me $863.49 oInvoice Number: ****** 1/9/**** (Tuesday), departed ******** to *********** at 10:20 pm on January 9th, **** (Tuesday night)oI departed ******** the same night I checked out of the Ala Moana Hotel.oUnited Airlines flight number: UA1169, seat 19L oUnited confirmation number: AETK70 1/10/**** (Wednesday), received a $287.93 charge on my credit from the Ala Moana Hotel.oNo communication with me on what this charge for.oSimple math from the $863.49 for 3 nights comes out to $287.83 per night oI was charged an extra night, and I was not in the *************** to be physically able to stay an extra night.1/13/****, I communicated my ordeal of this extra charge of $287.93 in my Survey comments regarding my stay at Ala Moana.1/14/****, *************************** from Ala Moana responded via email to clarify what night did I check out of Ala Moana.oAppreciative of the first communication with Ala Moana.oI responded to Mr. ****** email with I checked out Tuesday (1/9/****) night and have print out receipt from Front Desk of the $863.49 for 3 nights and forwarded a copy of the receipt.There has been no further communication with Ala Moana Hotel since.Customer response
01/22/2024
This issue is resolved. **************** at Ala Moana Hotel emailed me today advising the $287 charge has been reversed. The $287 refund is showing on my credit transactions as pending. Thank You BBB for being available to consumers help resolve our issues!
Please close my complaint as resolved.
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. ↩
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. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
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.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
3 complaints closed in the last 12 months.