Complaints

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We went to this luau on july 26th 2023, our group paid 1.500$ for our luau tix, the manager and staff were very rude to us, they kept us at the door for 1h even tho our tickets were fully paid, one of the moms that purchased tix was dealing with a sick child in the room at *************, we provided photo id of the card holder, the fully paid voucher codes, the mom was on the phone with us, we offered to pay for them again, we offered for them to keep our id and phones until that mom can come and resolve situation. They did not make it work with any option nor did they give us an option to resolve. It was the night times managers way or nothing at all. Customer order was #******* under last name ******. I asked for a refund since we could only see half the show due to theirmanagement and i was denied.

  Business response

  08/22/2023

  We require original ticket (voucher) to avoid dispute or fraud or duplication.  Individual waited perhaps 20 - 25 minutes for the rest of their party. They did not miss any part of the show.  It is not our responsibility if they could not communicate between themselves.

  We did try to explain to this party but unfortunately they did not want to listen.

  Customer response

  08/25/2023

   
  Complaint: 20425020
  
  I am rejecting this response because: 

  That was not an apology. Business and manager refuse to apologize. I now would like a refund instead of an apology and can provide all the proof.

  We were kept there for 55 minutes and we were denied a refund prior to the event, at the event and after the event. They simply didn't care about 2 families with 6 children that were excited to see their first luau. Paradise cove luau manager were not willing to make it work no matter the vouchers, ids of the purchaser, having her on the phone - we were simply not let in for something we paid in advance. Afterward reached out to the owner and was unable to get an apology or a refund.
  
  Sincerely,
  
  ***********************

  Customer response

  08/25/2023

  We were kept there for 55 minutes and we were denied a refund prior to the event, at the event and after the event. They simply didn't care about 2 families with 6 children that were excited to see their first luau. Paradise cove luau manager were not willing to make it work no matter the vouchers, ids of the purchaser, having her on the phone - we were simply not let in for something we paid in advance. Afterward reached out to the owner and was unable to get an apology or a refund.

  Business response

  09/12/2023

  Aloha ****** R,
  
  As noted we require guest to provide ticket for entry.   Copies of tickets is not acceptable.  The ****** did get have the dinner and show.  Unfortunately they did have to wait until the guest with the ticket arrived to be allowed into our facility about 20 minutes later.
  
  Yours truly,
  
  *******************************
  General Manager
  Paradise Cove Luau
  

  
  

  Customer response

  09/13/2023

   
  Complaint: 20425020
  
  I am rejecting this response because: We waited 1h outside with 3 children. We have provided proof of our tickets, id of the person that purchased tickets, phone call that her son was sick in the room. We REQUESTED refunds BEFORE the dinner and show and your staff was not going to give us the refunds. We had no choice. Your staff was rude, unaccommodating and we did NOT enjoy any of the services provided. We want a refund.
  
  Sincerely,
  
  ***********************

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