poor hotel service at Breaker's hotel in Hawaii

This is a complaint about the service received at Breakers Hotel in

Waikiki, Hawaii. My mother stayed at the hotel for 3 weeks in

February, with friends, it was there second (and LAST) trip there.

She received poor service and when she got home she complained to me

as I worked in the hotel industry for quite a while. I wanted to

point out the problems she'd had to management in hopes that they

would rectify the situation. I wrote a lengthy email (which I have

copied below) on April 1st to management outlining the problems. I

got an out of office reply saying it would be dealt with end of

April. In the beginning of May I still had heard no response so I

sent a second email regarding the situation explaining my shock at

lack of response and still now in June have yet to hear anything and

have decided to make my thoughts about their lack of customer service

public. The company website is: http://www.breakers-hawaii.com/

and the emails I had sent are:

On 6-May-07, at 4:07 PM, Samantha McKay wrote:

> Dear Ethel Nada,

>

> I am shocked that I have not yet heard a response from you in

> regards to the email I sent on April 1st. I did receive a generic

> out of office reply on April 1st saying you would return in the

> latter half of April it is now May and I have yet to hear directly

> from you in regards to this matter, and am quite disappointed in

> the customer service or lack of it.

> Sincerely

> Sam McKay

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> New photos always being added: http://www.flickr.com/photos/

> sam_mckay/sets/

>

>

>

> Begin forwarded message:

>> From: Samantha McKay Email User

>> Date: April 1, 2007 12:12:39 PM PDT (CA)

>> To: Email User

>> Subject: My Mother's recent stay at your resort....

>>

>> To Whom it may concern,

>>

>> I was recently talking with my mother regarding her 3 week long

>> vacation in Hawaii at your resort and was shocked to hear of her

>> negative experience. I have worked in the hospitality industry for

>> over 6 years including management positions in catering and group

>> sales. I was upset to hear of her experience. My mother Linda

>> McKay regularly goes on vacation with my great Aunt Mary Dougan,

>> and two of her friends Maureen Wince and Vickie Clarke. They enjoy

>> getting away and playing bridge by the pool deck while sipping

>> wine. In the past I have organized vacations for them and they

>> always have such positive things to say about their trips. This

>> year I was not the one to organize the trip but the first to hear

>> of all the complaints. They returned to your resort for the second

>> time, they were there last winter and enjoyed themselves.

>>

>> Mary, Maureen and Vicky are all retired and stayed with you Jan 31

>> - Feb 28th, my mother joined them from Feb 7- Feb 28. This year

>> they stayed in room 107 which from what I understand is closest to

>> the restaurant and was often noisy with people waiting in the hall

>> to be seated. I explained to my mother that this was unfortunate,

>> however we had similar problems at the

>> Kingfisher Resort and Spa that I use to work at. One of the rooms

>> was located next to the lobby and often had this complaint.

>> Managment remedied the problem by making sure that it was the last

>> room to fill, and at the time of reservation the customer was made

>> aware of it's location and previous noise complaints. As customers

>> were aware at time of booking they were prepared for the situation

>> and there were few new complaints. My mother said she had not

>> booked the room but thought the problem might have been mentioned

>> to one of her friends and simply not passed on to her, so she was

>> less upset with this issue.

>>

>> The issue she and the others remain rather upset about and the one

>> that shocked me was the rate. When the room was occupied by 3ppl

>> they paid $205 per night, when my mother joined them they paid

>> $225 per night. From what I gather on your website this is the

>> standard rack room rate based on occupancy for a "garden suite".

>> During the stay at the resort they were talking with another guest

>> poolside and found out the guest was receiving a AAA (or BCAA

>> equivalent) discount of 20%. When my mother went to the front desk

>> to inquire about the rate she got told it was "too late" to change

>> anything now. However I know from working in the industry it is

>> NEVER TOO LATE to fix a problem. She went back to her room and

>> told her friends the response she received from the front desk

>> staff. Maureen Wince was so upset by this response she decided to

>> speak to the acting front office supervisor, Ethel. She was told

>> by Ethel they were already receiving a large discount. Maureen

>> said that from what she understood they were paying the regular

>> room rate, Ethel's response was oh so you are, but too late and

>> there is nothing she could do about it, AAA affiliation needs to

>> be made known at time of reservation. I don't see how this is

>> possible considering every resort I have worked in will change

>> rate discounts (Senior, AAA, AARP, etc) at the time of check out

>> if they have proper identification. I also know of instances were

>> credit cards have been reimbursed discount percentages after

>> checkout, once proper BCAA affiliation has been shown.

>>

>> These women were offered no form of discount despite the fact they

>> are seniors, BCAA members and repeat guests that stayed for weeks

>> at a time which I find shocking and not the way to encourage

>> repeat guests. They are now quite upset about the issue and

>> speaking poorly of your resort to everyone and anyone they know. I

>> know word of mouth advertising, weather positive or negative, is

>> far stronger then any other form of formal advertising so I

>> thought I would bring this to your attention one last time in

>> hopes of improving their impression of your resort. I look forward

>> to your prompt reply regarding this matter.

>> Sincerely Sam Mckay

>> (250)702-9654

>

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New photos always being added: http://www.flickr.com/photos/

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