We were enjoying our stay at your hotel until our last evening, when an interaction with one of your front desk staff, Leainne, completely changed our impression.
On June 20, my daughters and I went to the front desk to request the removal of one night's parking fee because we had returned our rental car a day early. The other staff member was helping a guest, so we approached Leainne. She was leaning on the counter looking at her nails and did not greet us or step forward to assist.
I explained our request, and although English is not my first language, instead of asking me to clarify, she simply stared at me silently for several seconds before saying, "I don't understand." The interaction made me feel embarrassed and unwelcome.
My daughter then explained the request, and Leainne simply replied, "Okay, it's good," without any further explanation or courteous customer service.
Front desk staff are the face of a hotel, and I believe Leainne would benefit from additional customer service training, especially in communicating respectfully with international guests when there is a language barrier.
It's disappointing that this experience overshadowed an otherwise enjoyable stay in Maui. Your hotel has comfortable rooms and great amenities, but poor customer service left a lasting negative impression. Unfortunately, because of this experience, I would not choose to stay at your hotel again.
Electric car charging station