Napili Point Resort

It is unfortunate that after a week stay in your requested unit, that you were awakened during the night with bug bitesIt is very common here in Hawaii for flying insects to enter through open windows, doors, and even through screensOur staff is trained to recognize bedbugs and as you stated theresident manager acknowledged that the bugs you gave him in the plastic bag were not bed bugs We are very sorry that we were unable to accommodate you in another unit that morning May I assure you that the Resident manager did not mean anything when he gazed at your luggage at 4:00am.When you came to the front desk later that morning, the unit you wanted with the black furnishings and a pink sofa that you saw online was not available.Due to high occupancy there was only one other two bedroom oceanfront unit availableThe only other availability was in the ocean view category located near the office We unfortunately were not able to offer you the free upgrade to a point ocean front category because there were none available.Because of the unprecedented number of tropical storms we are forced to keep vacant units closed up, if we would have had the opportunity to open up that available unit and freshen it up before you looked, it likely would have been ok.Again, we sincerely apologizeBecause we were unable to offer alternate accommodations that night, we have enclosed a one night refund

Complaint: [redacted] I am rejecting this response because: I have not received a one night's credit yetAs soon as I receive a one night's credit, I will accept Napili Point's responseAlso the man at the reception desk whose name is Gilbert was very rude to meI don't want him to get in trouble, but he really needs to be more thoughtful when speaking to the guests at Napili PointI am sure that the owners of [redacted] would not be happy with his behavior Sincerely, [redacted]

Complaint: ***
I am rejecting this response because:
I have not received a one night's credit yetAs soon as I receive a one night's credit, I will accept Napili Point's response.Also the man at the reception desk whose name is Gilbert was very rude to meI don't want him to get in trouble, but he really needs to be more thoughtful when speaking to the guests at Napili PointI am sure that the owners of *** would not be happy with his behavior
Sincerely,
*** ***

It is unfortunate that after a week stay in your requested unit, that you were awakened during the night with bug bites. It is very common here in Hawaii for flying insects to enter through open windows, doors, and even through screens. Our staff is trained to recognize bedbugs and as you stated...

theresident manager acknowledged that the bugs you gave him in the plastic bag were not bed bugs.  We are very sorry that we were unable to accommodate you in another unit that morning.  May I assure you that the Resident manager did not mean anything when he gazed at your luggage at 4:00am.When you came to the front desk later that morning, the unit you wanted with the black furnishings and a pink sofa that you saw online was not available.Due to high occupancy there was only one other two bedroom oceanfront unit available. The only other availability was in the ocean view category located near the office.  We unfortunately were not able to offer you the free upgrade to a point ocean front category because there were none available.Because of the unprecedented number of tropical storms we are forced to keep vacant units closed up, if we would have had the opportunity to open up that available unit and freshen it up before you looked, it likely would have been ok.Again, we sincerely apologize. Because we were unable to offer alternate accommodations that night, we have enclosed a one night refund.

Complaint: [redacted]
I am rejecting this response because:
I have not received a one night's credit yet. As soon as I receive a one night's credit, I will accept Napili Point's response.
Also the man at the reception desk whose name is Gilbert was very rude to me. I don't want him to get in trouble, but he really needs to be more thoughtful when speaking to the guests at Napili Point. I am sure that the owners of [redacted] would not be happy with his behavior.
Sincerely,
[redacted]