We own a boutique travel company and are constant travellers ourselves. We booked an ocean view room on line through trip advisor. This hotel has by far the rudest staff working the front desk we have ever encountered. My partner and I arrived at the hotel separately. My partner arriving from another country at 6.00am and I to arrive early afternoon. I had requested a possible early check in for my partner in our on line booking but we were not counting on this as we know that it is not always possible. No problem there at all and no grievance.
What we were not counting on was the appalling treatment of my partner caused by her early arrival ahead of me as the registered guest. Even though she had all the booking details and reference she was told that until I arrived she was not able to access the room or use any of the resort facilities until i had arrived and registered. This is in itself is unusual in our experience as we often arrive separately to hotels and have never had this issue before anywhere else.
Although we think that is unusual we are of course very willing to accept the policy of the hotel but what we will not accept is the appallingly rude treatment of my partner in the time before i arrived
After a 12 hour flight she politely enquired if there was somewhere she could store her bag while waiting for me to arrive , The aggressive male person at reception just pointed and showed no inclination to assist in any way or explain where the luggage could be kept. The same thing occurred when she asked where the restaurant was and if she could buy breakfast. Again he was surly and unhelpful. This continued when sh Once this person had established that she was waiting for me and not registered herself his treatment and manner was rude, surly aggressive and unhelpful. A real nasty piece of work.
To make matters worse ( and this is why we are writing) when we were checking out the next day we asked to speak to the manager on duty The person at reception said she was the manager which we later found out to be not true. She said she understood our point of view but showed no real interest or empathy and it was clear she did not care .
We also found other staff working there to be surly and have no service orientation The most notable exception to that were the valet and garage staff who were very pleasant and helpful and could not do enough to assist. We gave them a very good tip despite the disgraceful treatment we received at the hotel Overall the hotel is nothing special and there are many many other options to choose from, There are plenty of hidden fees and charges so make sure you check all the details out. Also I would recommend seeing the room you ordered to make sure that it does indeed meet the standard you requested, eg ocean view, high floor etc.
We have stayed at many hotels throughout the world of all different standards and in both mainstream and exotic locations , we are particularly experienced travellers in the US so we do know what we are comparing this to. We have never ever had to go to the trouble to write a review like this and in thirty years of extensive travel I think I have had to speak to a manager once to rectify a problem which it was. We are not serial complainers or whingers this was out and out appalling treatment. We will be taking every opportunity we can to let this be known
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- Also Known As:
- Outrigger Waikiki On The Beach Hotel Honolulu
- Outrigger Hotel Honolulu
- Outrigger Waikiki Beach Resort Hawaii/Honolulu
- Outrigger Honolulu
- Honolulu Outrigger