Aloha NewYorkWendy,
Thank you for sharing your experience with us at The Royal Hawaiian, a Luxury Collection Resort. We appreciate you taking the time to share your honest feedback with us, and would like to sincerely apologize for the disappointment you faced during your stay with us. I would like to take the opportunity to address your feedback below.
- We regret to hear that there were some issues with the overall cleanliness of the room that you stayed in. This is not an issue that you should have had to endure at our property, as we provide proper training to ensure our rooms are cleaned properly. For this issue, we truly apologize and will be sure that this is addressed with our housekeeping team to prevent this issue from happening in the future. We appreciate your detailed feedback regarding some of the specific areas - dashboard and bathroom - where you encountered the cleanliness issues.
- We are disappointed that sharing the cleanliness issue with our management team resulted in a underwhelming response. This is absolutely not the level of service that we strive to offer our guests, and we do hope that issues like this are addressed during our guests' stay, so we truly apologize that our team failed to turn your experience around.
Please know that every one of your comments are taken seriously at our property, and we will do all that we can to make improvements in both the cleanliness and service issues you encountered.
We thank you again for sharing your thoughtful feedback.
Mahalo,
Ayaka H.
The Royal Hawaiian, Guest Experience Team