Posted Feb 12, 2020 on Hotels
Male at check in counter was unfriendly. Did not say hello. Only requested iD and credit card. Pointed out all the things we could not do like smoke, use members' club, etc. Told me he could not guarantee early check in & did not volunteer to check on it until I asked a second time. Felt like a greeting/check-in at a low class establishment. The ladies at the counter on other encounters were much more welcoming and helpful.
Also had a issue with our room having smoke in it. The manager was helpful in getting our third person relocated to other room at a discounted rate, but did nothing re our room rate; we would not have rented a unit for 3 if we had known only 2 of us would be staying there and feel that a price adjustment on our room should have been made.
Currently a second charge for our room is pending on my American Express Card; hopefully this charge will not go through as the room as already been paid for once.
Comment from Hotel Management
Feb 12, 2020 by tonyg, Hotel Management
Thank you for staying with us here at The Imperial Hawaii Resort. We appreciate your comments! We will be looking further into your concerns. Our pledge is to be genuinely friendly and to immediately resolve issues.
We hope to see you again in the near future.