Kauai Resort Hotel

These two hotels are recommended by professional reviewers who write for important publications.

Seraton Kauai Resort - Homepage

I have been a faithful client of Marriott/Starwood for the last 15 years and I am forced to send you this note. We' ve spent many years on holiday with Marriott, and we' ve created many beautiful memoirs and always enjoy the final client-favour. On our last holiday we have once again chosen to return to Sheraton Kauai for 10 day and try the Marriott Ko'Olina Beach Club for 5 day to commemorate my daughter's twentieth birthday, the grading and our twenty-fifth year.

Sadly, our experiences this year were completely different. Normally I wouldn't take the liberty of writing to the Chairman and CEO, but I found it important because I was so badly handled and it's against the corporate value to put the client first and act with integrity.

I' m hoping that the Sheraton under the Marriott label will significantly enhance the consumer experiences. Early in the mornings on the fourth of our 15-day journey, my man and I come out of our room and fall down a tiled staircase.

My man was watching a lady at the crime scenes who was later named Kehaulani Ching, the guest service manager on call, standing and watching, then running the household to drain the staircase and put up some sign. I would like to point out that Kehaulani, the head of the guest service, never came to see me, nor did I receive a call from her that particular outing.

I felt an extreme pain and I felt that they thought I did it deliberately because they had no sympathy or worry. Guest hostess Kaira Kupihea was unaware that there was a crash on the premises and was never notified by the daily administrator.

Said he couldn't give me a copy of the story or let me see it for his own sins. All in all, it didn't really felt like it, but since something like that had never really occurred to me before, I didn't know I had to call it into doubt. The next morning, as a precaution, I phoned my insurer to tell them I was killed.

You said I had to know the name of the accident insurer, the case number and the name of the claimsetters. So when we were meeting with James, they proposed I go back and see the executive. For a second visit, I had to ask to see Joseph directly.

It was at that point that I started to start to think we were getting the rundown, and again I felt like folks thought I did it on purpose. Did I? The next morning I sent Joseph an e-mail and cc' d Kaira Kupihea, the Guest Service Manager, because I wanted to pass the information on to my insurer so that I could continue my holiday.

When he spoke to the Liberty mutual actuary, he let me know that the Sheraton was telling him they had damp warning labels on the date I was killed, which is an absolute lying! They also asked me why my man had no problem getting down the stair. In order to make the whole thing even more frustrating, we were never notified of the work in progress on the site right on our doorstep.

Unfortunately, I was never informed, although I made contact with Zana Ritch, a visitor services representative, one months before we arrived and asked for a calm room on the top storey with proper bed. In several e-mails she did not even mention the design. Only when I asked her specifically about the design did she point out that the gardens in which we would live would be affected.

On my return I could only get away from the building sound by upgrading, which costs me an extra $150 plus taxes. This is hardly unfair to me and although I realize that the building never takes place at a good moment, it should be revealed, especially since I have asked several occasions for a calm room and it is in my SPG-Goldprofile.

Finally, I would like to say that my client experiences on so many different fronts have been terrible and disturbing. It felt as if nobody thought it was an incident; I felt that nobody bothered because the Visitor Service Officer never followed up on me until my daugher said something and I spend a great deal of my life tracking information because nobody was honest about the trial or really acknowledged what was happening to me.

I' m not going to sue the Sheraton, but my health care bill should all be funded (I'm currently working with Liberty Mutual on the claim) and the sense that I should get a 10-day stopover to make up for the amount of money I've wasted going to the clinic and working on this issue every day; the worsening, getting the rundown and the sense that I'm to blame and above all miss some of our preplanned and prepaid missions.

Marriott's vision and key principles of placing the client first and trading with integrity were the cornerstones of the business, but this year it has foundered on so many fronts. I suppose they didn't realize that I was losing my valuable holiday period by running around and escalating things!

They did not have to do so if they were acting with integrity and putting the client first.