Ahmari G.
Yelp
So devastated,, after all the preparation for my daughters bday, my family and closest friends took a time off from work to celebrate with us for my daughters bday but the management of espacio waikiki ruined everything. We felt so humiliated and keepcalling us in our room. The reason why i booked with them is to accomodate all people who closest to our family, my daughters godparents, relatives and the kids which is my daughters cousin but they didnt allow them to use the pool at the roof deck. They called me and saying only registered guests are allowed to use the pool. The people who's at the pool were all my family! My brother, sisters and their kids wanted to enjoy and have fun . The management told me that they have to get out from there because they are not allowed??! For $3,535/ night , they couldnt let them use the pool area!? They simply ruined the happiness of those children who just wanted to go swim at the pool. What is the purpose of making a reservation of that pool area for my family to enjoy when they were not even allowed to use that ameneties. I booked this thru third party at booking.com. After i booked, espacio sent me an email but they never disclose or sent me the policy/ rules and regulations at the hotel. When i did a reservation for the pool area to use, they indicate , enjoy staying withyour family amd bday celebrant? That doesnt make any sense at all! We do appreciate all the the things they offered to us, like upgrading our suite, but i realized if this was upgrade or downgrade? coz originally i suppose to have 3 full bedrooms meaning with 3 beds in each rooms, but they ended up giving us 2 bedrooms and 1 den, but anyway i just let it go. Yes lots of freebies, things that they offered, of course for $3,535/ night that we spent from our hard earned money, we deserve all that. Although they gave us some freebies and complimentary things, that doesnt mean that they already have the right to treat us like trash! I feel so sorry for my family and closest friends, worst experienced we had that night! Too much stress, emotional damage up to now, i couldnt imagine! This people who do business in Hawaii should treat locals and residents of Hawaii with respect and dignity. First time it happened to us, we have been staying at hilton, sheraton, marriot hotel but we never experienced those kind horrible treatment! too much discrimination. This is a penthouse, for godsake! Why cant they just leave us alone! Especially those poor children, who really want was to enjoy to swim at the pool area. We never violate any rule as far as im concern. We were all felt humiliated, felt so devastated so we decided to leave and not spending overnight atthe property. We re suppose to do some bbq at the roof deck but we ended up not doing it because everything was ruined already, did not had complimentary breakfast at mugen, all we want is to leave the property asap, because of the horrible experienced we had from the manager that night! We spent $3,535 , this is wjat we get ? and this is not about the money, its not everything about the money but yes! they even refused to give us the refund. Company sometimes give some excemption even the booking was not refundable, from the time i booked it, its really based on some circumstances, just like what was happened to us we are not satisfied and the attitude of the manager towards us was so unbelievable! discrimination, harrassment rhisnis too much ko