Misleading offer, complimentary items unacceptable and noise
As I explained to the manager, we were woken up every morning between 6 and 7 am by the occupants of the hotel room above our room.
We complained to the desk staff on the afternoon that we arrived because the noise was apparent even during the day. We have only been there a few hours, and there was no quiet even to read a book on the first afternoon.
The response from the desk staff that first afternoon was that they could not move us because other suites were more expensive the higher up we went, but that they would send security to the occupiers of the above floor and ask them to be quiet. Even though I informed another one of the desk staff the next day that the noise had only subsided for a little while, but I was woken up by sliding doors at 6 am and running across the floor the following morning, we were still not moved, nor offered to be moved. Accordingly, we had nearly every sleep disturbed. (The final night seemed to be disturbed by cleaners rather than people opening and closing the sliding doors and running across the floors). We did not bother asking to be moved again given the attitude and the implicit requirement to pay for an upgrade.
We booked this vacation throughLa , JOLLA. Despite my reading of the offer and their confirmation, I ended up paying over 1400 per room. I will take this up with Lo jolla but having looked at the fairmont offer details , it is not clear that the price is plus taxes, charges and other charges, and the wording is so confused by the “averaging” explanation for the free night that it is actually misleading. I ended up spending $400 a night that I could not afford which is even more galling given we were woken early every morning.
We were afforded the complimentary car service. We used it once as our experience was pretty poor. To go to our destination, eventhough we were the only people waiting, it took about 15-20 minutes. No body seemed tp be particularly keen to do the drive and the staff were heard saying “ can’t x do it”, “no he’s not driving today anymore”. Etc. when we called later to be picked up, we were told the car would be with us momentarily. We stood and waited in a car park at the pizza restaurant- Manolis. We called 3 times. They kept saying it would be with us soon. At no point did anyone say it would be a 30 minute wait. If they had, we would have waited inside at our table and had a drink. We were eventually picked up 30 mins plus later. There was no meaningful apology from the driver, perhaps a mumbled sorry from memory.
The offer that we had from La jolla included an upgrade on arrival, if available. We asked. We were told there was nothing available. No effort appeared to be even made to find us an upgrade. Perhaps if there was, we might have had some sleep.
All of this was explained to your very nice manager when we left who said that we should have been moved due to the noise. He deducted the resort fee of 200 dollars. Whilst it was something, it doesn’t even touch the sides of how much we spent on the 5 nights at the hotel and how unsatisfying the experience was.
I must say I was hugely disappointed. My friend from LA recommended the fair mint, she stays there all the time and visits Maui regularly. It is a shame.
On a different note, I am very sorry that the fires have impacted your beautiful island in the awful way they have.
Kind regards
Nav