A fully refundable deposit of $250.00 was made on 18 Oct 06 for a 7 day Hawaiian Condo reservation (19 Oct - 26 Oct) with Confirmation # 34874. A refund of $223.97 was issued on Nov 9th (it posted to my bank on Nov 14th) without any explanation of the deduction. There was absolutely no communication by Hawaiian Condo of a missing pillow at any time until I asked.
I e-mailed Hawaiian Condo Resorts on 14 Nov requesting an explanation for the deposit not being fully refunded.in their e-mail it was stated, "Per the cleaners inspection of the unit upon your leaving, there was 1 missing down filled pillow $20.83 (to be replaced) and 1 lace trim pillow case $5.20 (to be replaced)."
When I called the person who e-mailed me on 15 Nov (Tatum), she explained the condo had two down pillows and two other types of pillows for a total of four pillows. She said there was only one down pillow and three of the other type after we checked out according to the cleaning company. I stated that there was obviously an error by the cleaning company that put one extra pillow that wasn't down. Regardless, there were 4 bed pillows in the room when we checked in and 4 bed pillows in the room when we checked out.
I asked to speak with her boss, she gave me his name, Tony. She said to call back at 5PM. I called at 5:05 and left a message. The person taking the message said Tony's meeting would be 10-15 mins. After waiting 30 minutes (5:35), I e-mailed requesting Tony call. Then I called again after 40 minutes from the first call (5:45).
Tony wasn't very pleasant and claimed I was calling and e-mailing all the time. I informed him that I wouldn't have to waste my time calling him if he had returned my call, which didn't seem to be his priority. He explained he'd have to check with the cleaning company and that I was wasting his time bothering him. I said if he's a manager there is no need, just refund the money as there were no pillows removed from the room.
I asked for the owner's phone number as I was done with middle men and he refused to provide me his boss' phone number (probably for fear of getting in trouble) and requested I be patient. I gave Tatum the entire day of Nov 15th to contact the cleaning company to resolve the issue and they did nothing. I was done being patient with Tony and told him they had breached the contract by not fully refunding my deposit in 14 days and that they had lied to us about a down pillow being taken. I ended the conversation telling him he's right the conversation is over you (insert 2 swear word phrases here).
Tony called me back within a minute (probably recording the phone call) and said that swearing would work against me and that there are laws against that. I think he was implying that me being upset would ensure they found a way to not refund my money. I said there was nothing he could do about what I said because I was rightfully owed this money back. He said to be patient and he'd check with the cleners.
To give you some background of my wife and I... We both come from two parent households who were very involved with us. I have served my country for 9 years, leaving the Air Force as a Captain under Honorable conditions 29 Sep. My wife and I are both college graduates (I am working on an MBA as well) and hold professional occupations as a Warranted Government (USAF) Civilian Contracting Officer (GS-12) and my wife is an RN at LDS Hospital in Salt Lake City.
Our integrity is and always has been above reproach because of how we were raised and how we conduct ourselves. All we ask is to get back what is rightfully and honestly ours, $26.03. There has been a mistake by the subcontracted cleaning company for Hawaiian Condo Resorts wrongfully reporting a pillow and pillowcase stolen or missing. Had Hawaiian Condo been more vigilant at resolving this problem this complaint would not have been filed.
All I want is the rest of our deposit back! $26.03, that's all there is to it!
Russell
Clearfield, Utah
U.S.A.
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