Turning a Negative into a Positive: The Art of Polite Complaints for Your Hawaii Accommodations

Hawaii Aloha Travel > Podcast > Turning a Negative into a Positive: The Art of Polite Complaints for Your Hawaii Accommodations

Aloha Bruce talks about some common complaints from luxury hotel employees about guests and he dives into common myths and superstitions about Hawaii accommodations. With his trademark candor and expertise, Aloha Bruce offers his advice in this latest Hawaii Vacation Connection Podcast.

This episode’s topic was inspired by a Forbes Magazine article about luxury resorts and the popular culture stir created by the hit HBO series White Lotus. The Forbes article talks about luxury resort superstitions about the use of mirrors or the number 13, hidden passageways for resort employees, secret hidden rooms for VIP and celebrity guests, and exclusive private islands and experiences. Bruce says it’s a “fascinating glimpse” into the luxury resort experience.

The writer of the article stayed at the Turtle Bay Resort on Oahu’s North Shore and got insider information about guests at Hawaii accommodations who behave as though they are “entitled” to special treatment (just like the characters on that HBO series!). The biggest offenders? Honeymooners. “How do you know who’s on a honeymoon? They’ll tell you!” Bruce drops some clever quotes from the article about various guests haggling for honeymoon upgrades, even those who aren’t actually married.

“It’s really uncomfortable sometimes,” Bruce says. Some properties will require a marriage certificate as proof that you’re on a honeymoon. “People are just taking advantage of it so much!” Bruce mentions a couple that wanted a full refund because of bad weather. It’s not uncommon. At Turtle Bay, about 20 guests complain about the weather every day.

On to the subject of superstitions, Bruce mentions the famous “Brady Bunch” Hawaii episodes about a cursed Hawaii relic. Hawaii Aloha Travel and other visitor industry businesses often receive via snail mail things like sand or lava rocks taken from public lands in Hawaii by visitors because of bad luck they experienced afterwards.

Bruce moves on to strange visitor complaints about things like strangely dressed (or nude) beachgoers. “Somebody called me the other day complaining about how Hanauma Bay doesn’t take cash,” Bruce says. The Forbes article reveals that 500 pool/beach towels are stolen from the property every month. “They spend over $72,000 a year on replacement towels. “Satin clothes hangers get stolen!” Bruce marvels.

Bruce discusses the importance of managing your expectations for your Hawaii accommodations. With a list of practical suggestions to voice concerns, he shares his expert insight into the value of simply being friendly, polite, and concise with your complaint. “Get right to the point.” Pictures and documentation are important, too. It’s also beneficial to offer solutions like room reassignment or monetary compensation.

“Give them the opportunity to fix the situation,” Bruce says. Having a travel advisor like Hawaii Aloha Travel is your best chance to resolve any snags you may hit during a Hawaii vacation, of course.