Unhappy in paradise
I just got back from my first trip ever to Kauai and everything was great until I arrived at the Marriott… While I normally don’t like writing negative reviews, I just felt so bummed out after walking out of the place with my tail between my legs that it just had to be said.
After spending 4 wonderful days in Princeville, I arrived at the Marriott Waiohai Beach Club in Poipu on Saturday 10/21/17 for which I’d be staying for another 4 days. I was greeted with a smile and everything was great until the host told me she couldn’t find my reservation and asked if perhaps I booked it under my girlfriend’s name. After I told her I was sure it was under my name because it was a surprise anniversary trip, she searched the system to find that I had booked the reservation under the wrong dates. I responded with a “no way” as I stood there in disbelief as I searched me emails for the reservation. Sure enough, she was right. I felt a pit in my stomach as I internally yelled at myself for being such an idiot.
I then asked her if there was anything she could do and asked if I booked through a third-party website. The answer to this was yes, which led to an oh, that’s too bad response. I said why is that too bad? You still get paid for the room from the third-party website. She said yea, but that gives me less options of what I can do for you. At this point I went from being sad to mad, but I remained in a professional demeanor as I really needed a place to stay.
After searching for a few minutes, she said the Marriott was all booked up and all she could do for me was find me a room at one of their partner hotels, Koloa Landing Resort, for which I would have to pay full price for. I asked what about what I have already paid you for the unused room and she replied, well that’s already gone. She also said that she couldn’t even apply at least a portion of what I had already paid Marriott towards a Koloa Landing Resort booking. So in other words, the Marriott would now end up netting twice my money.
Yea, thanks, but no thanks.
While I understand that the double-booking mistake was my fault, I feel that they could have done a better job of helping me out since my vacation was about to be ruined. I would have even gladly taken a credit for a future stay at the Marriott resort, but instead I left with the feeling of getting robbed. Suffice to say, I will not be staying at a Marriot establishment again. I’m sure the Marriott doesn’t care as they have plenty of business, but hopefully this review will help others while selecting one of the many other resorts in Poipu.
For those fellow travelers that care, I ended up finding a room at the Grand Hyatt down the street, which greeted me with a lei and even upgraded my room after they heard my unfortunate story!