Colby A.
Yelp
Hey, this is unfortunate. We lost our room when you double-booked Dave. It's as simple as that. That deserves a negative review (readers: see Nina's comment a few days ago below). Your booker assured us we were reserved (See below). I'm sure you're a nice guy often. But there are business processes that should be improved: (1) If you as the owner are booking when you are out of the country and not having great computer connection, you should be more careful allowing your booker to 'confirm' reservations. (2) If a deposit is necessary to consider a room reservation confirmed, you and the booker should make that clear to potential guests.
I would've let it go with Nina's comment, which was honest. But you since accusing *us*(!) of not having the aloha spirit, and your getting her name wrong, and accusing me of blackmail isn't sitting well, after you guys first double-booked and kicked us out and admitted 'miscommunication' (double-booking) which really jeopardized our trip.
It seems you will reply with some accusations against me, but for the record it still seems worth it, so I've typed up what happened so others can clearly see for themselves what happened and help (you) and them avoid the same mistake. I'm not going to make this personal against you, just stating the facts.
So we called the Mangolani number on your website on Jan. 4, 2015 and spoke with the booker twice and did everything he asked of us. He had us confirmed in the Treehouse room on the second call. On the first call, which was very pleasant as it lasted about 20 minutes, I asked specifically "Are you sure you don't have to contact the owner?" The booker said, "No, I'm the one who does the booking." He never mentioned that the owner also does booking. How would we know given what he told us? I suppose all future guests should speak with you Dave the owner regardless of what they are told and pay a deposit before considering the room booked. You guys should get that together. Also, he seemed very nice and not so new to us. I even had the foresight to ask the question, and was told no. He also did not ask for a deposit, which we certainly would have given.
And so after the first preliminary call, and given the availability of the Treehouse room for a week, we happily researched flights and a few days stay at another part of the island. And found a flight and hotel that would work within our budget and schedule. But before committing to those I called your booker back the confirm our reservation with Mangolani on the second call to him. We booked our trip around Mangolani, after he said we were confirmed on the second call. (Why would I make that up? Why would I book a flight and other hotel around Mangolani reservations if it wasn't confirmed? I would not.) We then went ahead and made and paid for our plane reservations and the other hotel reservations.
We did not hear until the next day (not hours later) you had already booked the room, and we were out. I still do not know what we did wrong. Often in this situation, a business will give some sort of compensation to the compromised party. So I did tell your booker we were very unhappy, and that we hoped he could ask for a discount on a future visit or something, and/or might leave a bad review. That's not blackmail, that's a natural response. He never spoke with you about this anyway. Just held the line on the "you're out dude" call that we were out of the room.
Your booker did try to find a place to put us in in the area before he called that next day with the bad news, so he seemed to understand the snafu we'd been given. (He could not find another place; we were very lucky we did.)
This does happen. My girlfriend Nina (not Tina) was obviously disappointed and mad that the loss of a 7-day room in a desirable area had been twice-booked.
That happens. Some business owners would respond differently.
I will not use the same language referring to you. You are probably a nice guy often.
It was a mistake that due to high occupancy did threaten our trip.
And the experience we had deserves the negative review. You have many positive reviews.
Maybe your enterprise and booking protocol will improve, or others potentially looking to stay there, will benefit from hearing about it.