ComplaintsforPlantation Hale Suites
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Complaint Details
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Initial Complaint
09/11/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Paid for the use of the safe in my room. The safe was locked when we checked in. No directions for safe use. Safe is now locked out [can't close, and locking bolts locked out]. No help from desk and no one seems to know how to fix. Extras were paid for but not getting what I paid for.Business response
09/12/2024
Aloha,
We have received the attached complaint dated 9/11/24 from guest due to in room electronic safe not working as guest stated that he didn't receive the help needed on 9/11/24. On the following morning of 9/12/24 the Rooms Manager was informed of the situation and assisted Maintenance team to reset electronic safe. ***** was assisted and educated with instructions of setting up a new code for the electronic safe. Upon assisting guest, Rooms Manager was informed by guest that he also had some difficulty with the on-site laundry facilities as it is operated through a Wash app or a prepaid laundry card. However, all public areas including laundry facilities are managed by a different management company (Plantation **** Association) and not by us (Plantation Hale Suites). Due to the inconvenience and guest frustration with electronic safe and laundry facilities, a one-night hotel amenity fee credit has been refunded to guest. Guest should receive this credit within 3-5 business days. Please contact us should you need any further assistance.
Mahalo,
Plantation Hale Suites- Guest Services
Initial Complaint
02/03/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I attempted to book a room with the hotel and the website crashed before the process was complete. I called the hotel and was told no reservation was in the system. Policy states i would be charged a deposit upon booking. I received no confirmation hotel states my mail that is valid was un valid. I made other attempts and left messages never returned by the hotel. With no deposit taken or confirmation and have left over 6 voicemails i was charged retroactively for services we never received and followed all procedures to cancel according to hotel policy. Major points Website crashed when making reservation.Contacted hotel was told there was no reservation.Received no confirmation Email or deposit that was hotel policy at time of booking.Left voicemails with all levels of hotel management, front desk, and reservations all left un answered. Hotel sent documentation their system failed to send confirmation. Made every reasonable attempt to follow hotel policy in canceling room well within the 72 hr time frame.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.