ComplaintsforPark Shore Waikiki

• Initial Complaint

  05/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was charged extra $400 without authorization, after I had left the hotel. I stayed there April 2nd-3rd.When I checked out the day, on 4th April, I asked the staff if I was good to go. Just in case if there was something wrong, we could solve it face to face. This means that everything was good.But later, I was charged $400 without authorization. I had called the hotel for many times, but they didnot give the detailed information. They just said water damage. But I just used the bathroom in a normal way, shower, standing ** ** the tub and with curtain, how could there was water damage. There was a small tub and a ***** shower head. Water drop on the floor was normal. How much water? How severe was the damage? $400 was too much. They never provided detailed information.I need total refund of the $400.

  Business response

  05/16/2023

  To whom this may concern,

  ***************** reached out and i sent her an email explaining the charges on 5/10/2023. Please see the attached pictures, along with the email to her explaining the $400 charge. At this time we will not be offering a refund due to the extensive damage and loss of revenue. Upon checking in, the guest is aware they are responsible for any damages (registration card also attached). I have advised her if she is still in disagreement, she may reach out to her credit card for dispute and we can handle it that way. As of today 5/16, i have not heard back from ************* or the credit card company.

  Feel free to reach me direct for any further information.

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

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

  Customer response

  05/18/2023

   
  Complaint: 20039318
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  Customer response

  06/06/2023

   
  Complaint: 20039318
  
  I am rejecting this response because: I want to clarify that I did not cause any damage to the door. I have been using the shower in a responsible manner, ensuring that I use the curtain to prevent water from spilling out. The small size of the tub and the misaligned showerhead make it difficult to shower comfortably. The pictures of the door damage are not related to my actions, and it is unfair to place the responsibility on me. I assure you that I have not acted inappropriately and should not be seen as the one at fault. 
  
  I request refund!!!
  
  Sincerely,
  
  *****************

• Initial Complaint

  02/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My name is ******* and we had reservations to stay at park shore from Feb 1, 2023-Feb 5, 2023. The first night we noticed the ** had a leak and it has leaked into my luggage on my clothes. We notified the front desk who sent a maintenance person who said they cant do anything about it on the morning because it would be too loud to do at night. They came to try to fix it in the morning but it still had a small leak and the maintenance guy said it was fine. We just left a towel for the small leak.The second day Feb 2 we found a bed bug in our bed at 8:15pm We immediately notified the front desk which was *****. We switch to the new room which was 922 and immediately found a ***** in the room. After that we decided we could no longer stay here as I am 6 months pregnant and this isnt a safe environment for me not to mention the anxiety and stress it has caused me and my husband. We showed ***** pictures as well and he said security would come to our room and we could show him the bed bug in **** and security never came. We stayed about another 2 hours waiting for security and washing and drying our clothes. We had to throw away our luggage and left behind a lot of items in the fear of the bed bugs coming home with us.We asked for a refund and was told we can only be refunded the last two nights. We didnt even stay in the hotel Feb 2 so we should be refunded that night as well. In addition this has been such a terrible experience and I do have a few bites and I am worried it could be dangerous to me and the baby. We spoke to *** the director of front desk relations this morning and he said all he could do was offer us a refund on our hotel fees which is a slap in the face for everything weve gone through and had to deal with. I am asking for a full refund of everything including valet, resort fees, and the upgrade we paid for.

  Business response

  03/01/2023

  To whom this *** concern:
  We were in acknowledgment of ****************** complaints while she was on site. We investigated, with *****, the very serious allegations of bed bugs and findings were negative for all tests. In good faith, when she mentioned checking out early on 2/3/2023, we immediately refunded all resort fees, parking fees and the room upgrade fees she paid totaling $459.14. (Please see attachment) ****************** reservation came in through a 3rd party, Expedia. We notified **************** that she would need to contact Expedia and that we would authorize a refund of room and tax which was paid directly to them. As of now, Expedia has not reached out to us for a refund.
  
  Recap  
  - We at Park Shore, refunded 100% of the monies that was collected from ***************** 
  - Expedia has remaining funds that *** be released back to her upon her request.
  
  Please let me know if you need any further information.
  
   
  
  Mahalo,
  *******************
  Director of Rooms
  

  
  

*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. ↩