Subject: Complaint ID# [redacted] Aloha [redacted] ***:There was an attempt to resolve this complaint with the party involve while here at the hotel by an offer to move them to another room with an upgrade to a deluxe room from their standard room.We pride ourselves to have an apartment size refrigerator in each roomThe party involve caused the refrigerator not to close completely by moving one of the shelves which interfered with the smallshelf on most all refregerator doors They had a box of unknown ingredients we believed to refrigerate which was the only item in the refrigerator at that time of the problemThere is definely misstatementsmade by the party"s complaint 1) "All food got bad" (food) none in refrigerator except the box 2) we did try to resolve this matter by an offer of a different room but refusedNo complaint when it was rented the next guests the day they check outWe will refund to the party as requested of one night but we do not expect a return visit by them to our Hotel - We keep a "do not rent to list"We aim to please all our guests at all times - during and after any complaints - we pride ourselves to have the highest and best customer rating on Banyan Drive in Hilo!We thank you on your assistance to resolve on this matter Sincerely yours, Don I***
April 01, 2016RE: ID [redacted] Aloha Hawaii Revdex.com:Thank you for bringing this situation to our attention We are pleased to inform you, this situation has been resolved, expeditiously and to the satisfaction of our customer.During our investigation, it was discovered that the customer's record were inadvertently destroyed All information pertaining to her personal credit card, her card numbers,v-code(she called it pin number) and reservation was accidentally put into the files to be shredded, all reservation which are cancelled got destroyed The employee responsiblefor misfiling of this reservation, as a cancelled reservation, was disciplined and put on a temporary leave of absence.We sincerely apologized to our customer and insured her that our long standing security policy to our customer was never compromisedThe only deficiency was in human error,when the employee destroyed the reservation data as a cancelled It is always our goal at Reeds Bay Resort Hotel to make all our guests feel we are their home away from home, with a positive and enjoyable experience and most of all for them to feel their personal information is safe with us.We will continue to strive to exceed in hospitality, accommodations and to leave our visitors with a memorable experience while visiting our island.Mahalo for all you do for our community[redacted] Gen Manager Reeds Bay Resort Hotel
Subject: Complaint ID# [redacted] Aloha [redacted] ***:There was an attempt to resolve this complaint with the party involve while here at the hotel by an offer to move them to another room with an upgrade to a deluxe room from their standard room.We pride ourselves to have an apartment size refrigerator in each roomThe party involve caused the refrigerator not to close completely by moving one of the shelves which interfered with the smallshelf on most all refregerator doors They had a box of unknown ingredients we believed to refrigerate which was the only item in the refrigerator at that time of the problemThere is definely misstatementsmade by the party"s complaint 1) "All food got bad" (food) none in refrigerator except the box 2) we did try to resolve this matter by an offer of a different room but refusedNo complaint when it was rented the next guests the day they check outWe will refund to the party as requested of one night but we do not expect a return visit by them to our Hotel - We keep a "do not rent to list"We aim to please all our guests at all times - during and after any complaints - we pride ourselves to have the highest and best customer rating on Banyan Drive in Hilo!We thank you on your assistance to resolve on this matter Sincerely yours, Don I***
April 01, 2016RE: ID [redacted] Aloha Hawaii Revdex.com:Thank you for bringing this situation to our attention We are pleased to inform you, this situation has been resolved, expeditiously and to the satisfaction of our customer.During our investigation, it was discovered that the customer's record were inadvertently destroyed All information pertaining to her personal credit card, her card numbers,v-code(she called it pin number) and reservation was accidentally put into the files to be shredded, all reservation which are cancelled got destroyed The employee responsiblefor misfiling of this reservation, as a cancelled reservation, was disciplined and put on a temporary leave of absence.We sincerely apologized to our customer and insured her that our long standing security policy to our customer was never compromisedThe only deficiency was in human error,when the employee destroyed the reservation data as a cancelled It is always our goal at Reeds Bay Resort Hotel to make all our guests feel we are their home away from home, with a positive and enjoyable experience and most of all for them to feel their personal information is safe with us.We will continue to strive to exceed in hospitality, accommodations and to leave our visitors with a memorable experience while visiting our island.Mahalo for all you do for our community[redacted] Gen Manager Reeds Bay Resort Hotel