Prince Waikiki

Formal Guest Complaint – Billing Error, Poor Communication and Service Issues Dear Prince Waikiki General Manager, I am writing to formally complain about the customer service and communication problems my family experienced during our stay at Prince Waikiki from August 25 through August 30, 2026. We booked a One-Bedroom Suite through Armed Forces Travel, using the military travel network, and prepaid approximately $3,700 for our accommodations, including a breakfast package through our departure date. At check-in, we were informed of additional hotel charges and provided our Wells Fargo Visa debit card. We paid approximately $518 at that time, which included applicable resort-related charges and the security deposit. We were also informed that valet parking would be settled at checkout. We understood that valet parking was $55 per night and that gratuity was not included, so we also tipped the valet staff separately whenever we retrieved our vehicle. Unfortunately, several service problems occurred during our stay. First, our One-Bedroom Suite had two televisions, and neither television worked properly because of issues with the cable boxes/connections. We contacted the hotel multiple times. It took approximately four calls before we were told that a maintenance work order would be submitted. Our family went almost three days without functioning television service in a suite for which we had paid approximately $3,700. What was especially disappointing was the lack of communication or apology regarding the inconvenience. The second issue occurred on the morning of our departure, Sunday, August 30. Our reservation included breakfast through our departure date. At check-in, we had been told that the breakfast buffet was available until approximately 9:30 a.m., with Sunday brunch beginning afterward. We arrived at approximately 9:08 a.m. and were informed that breakfast seating had already ended at 9:00 a.m. because the restaurant was preparing for brunch. We were told that if our family wanted the brunch buffet, it would cost approximately $98 per person. For a family of four, that would have meant spending approximately $400 more for breakfast/brunch even though breakfast was already included in our prepaid package. Rather than pay hundreds of dollars for another meal, we gave up our included breakfast and purchased coffee and donuts from the hotel lounge before checking out. However, the most troubling experience occurred at checkout. When I asked for our final balance, the manager on duty, Brittany, initially told me that approximately $538 would be charged to our bank account. I explained that approximately $518 had already been charged to our Wells Fargo Visa debit account during check-in and asked why we would be charged another $538. This was particularly concerning because it appeared that we could potentially have more than $1,000 charged in addition to the approximately $3,700 already prepaid for our reservation. Brittany repeatedly told me, in substance, that this was our charge and that we had to pay it. I tried several times to explain that the $518 transaction was not simply showing as a pending authorization on our account. Our Wells Fargo account showed that the amount had already been charged. Because we could not resolve the issue, we contacted Wells Fargo while standing at the front desk. A Wells Fargo representative spoke on speakerphone and explained the transaction status. Instead of carefully reviewing the reservation and the notes from check-in at the beginning of this conversation, we spent approximately 40–45 minutes trying to determine why we were apparently being asked to pay twice. During this interaction, I felt that Brittany became increasingly dismissive, raised her voice, and repeatedly told me that the charges were our responsibility rather than calmly investigating my concern. At one point, while the issue was still unresolved, she moved to another counter to assist another guest. We then waited approximately another 20 minutes. There was very little communication explaining what was happening or acknowledging how long we had already been waiting. Eventually, after reviewing the account, we were informed that our actual remaining hotel balance was only approximately $13. This was extremely frustrating. A situation that initially sounded as though we owed another $538 ultimately resulted in an approximately $13 balance. Had the reservation notes and payment history been carefully reviewed at the beginning, much of the confusion, stress, telephone calls to our bank, and extended checkout delay could likely have been avoided. Even after the mistake and misunderstanding were finally resolved, we did not receive a meaningful apology for the incorrect information, the lengthy delay, or the manner in which the situation was handled. I was also particularly disappointed by comments indicating that because we booked through Armed Forces Travel, we were considered a “third-party customer” and that complaints should be directed to the military travel agency rather than the hotel. I understand that third-party reservations may have different billing procedures. However, once guests arrive at Prince Waikiki, they should still be treated as Prince Waikiki guests. A third-party booking should not excuse poor communication, dismissive treatment, or a failure to properly investigate a billing concern. As a military veteran traveling with my family, I found this especially disappointing because we specifically used a military-affiliated travel service for our Hawaii vacation. Regardless of whether a guest books directly or through Armed Forces Travel, every guest deserves courtesy, patience, accurate information, and professional treatment. Our concerns are not simply about money. They concern the overall level of customer service we received: • Nearly three days without functioning television service in our suite despite multiple calls • No meaningful apology or service recovery regarding the television problem • Inaccurate information concerning the Sunday breakfast cutoff, resulting in our family missing an included breakfast • Confusing and apparently incorrect information regarding approximately $538 in additional charges at checkout • Approximately 40–45 minutes spent trying to resolve a billing issue • Additional waiting while another customer was assisted before our unresolved issue was completed • A manager raising her voice rather than calmly reviewing and explaining the account • Failure to initially review the check-in notes showing what had already been paid • Discovery that the actual remaining balance was approximately $13 rather than the approximately $538 initially communicated • No meaningful apology after the billing issue was finally clarified • Being told that, as a third-party Armed Forces Travel customer, our complaint should be directed to the travel agency rather than the hotel We selected Prince Waikiki and paid approximately $3,700 for a One-Bedroom Suite because we expected a high standard of hospitality and service for our family vacation. Unfortunately, the way these issues were handled fell significantly below those expectations. I respectfully request that Prince Waikiki senior management review our reservation, payment records, front-desk notes, maintenance requests, breakfast package, and the circumstances surrounding our checkout on August 30. I would also appreciate an explanation of what went wrong with the billing communication and why we were initially told approximately $538 would be charged when we were ultimately informed that our remaining balance was approximately $13. Finally, I ask management to consider appropriate compensation or reimbursement for the service failures during our stay, particularly the nearly three days without working television service and the prepaid breakfast our family was unable to use on our departure morning. I am not seeking special treatment because I am a veteran. I am asking for the same thing every paying guest deserves accurate information, respectful communication, professional customer service, and accountability when mistakes occur. I hope Prince Waikiki management will take this complaint seriously and provide a written response addressing these concerns. Sincerely, Joon S. Han Prince Waikiki Guest Stay: August 25–30, 2026 One-Bedroom Suite Reservation booked through Armed Forces Travel

John was a consistent server despite the crowdedness, filling up our waters and checking up on us every here and then.

This is a hotel without balcony, so you have to be creative when trying to dry your swim suits after having fun at the beach or a swimming pool. It has a great view of the yacht marina and the ocean, as well as an infinite pool. But again, kids cannot play at the infiniti pool for the right reason. It was really windy, and kids could be blown away to the edge of the pool and beyond. So perhaps it’s good for a couple and grown-ups.

I always stay at the Prince Waikiki when visiting family on Oahu. The staff are fantastic, the rooms are spacious and the view of the harbor/ocean is the best! I had a special request noted on my reservation and it was honored without any problems. Highly recommend this beautiful hotel for comfort and location.

Wonderful place to stay! Be sure to see Sean in 100 Sails and special thanks to George on the valet team