To Whom It May Concern,
I am writing to formally express my extreme disappointment and frustration with my recent stay at Best Western Aku Tiki, which resulted in one of the worst hotel experiences my family has ever endured.
We arrived on July 16th after 1 PM. From the moment we arrived, it was evident that the hotel was understaffed and poorly managed. Staff members themselves expressed concerns about high turnover rates, being overworked, and insufficient staffing. Despite the stated 4 PM check-in time, we were forced to wait in a long line and did not receive our room until around 5 PM.
The first room assigned to us (Room 110) smelled strongly of cigarette smoke and was not clean. This was completely unacceptable, especially since we were traveling with young children. We booked a kitchenette ocean-view room on the first floor through Expedia, with the exact details and photos matching what was advertised on Best Western’s own website. However, the room did not match the description—it had a broken mini-fridge, no kitchen sink, no full-size fridge, and lacked the amenities we specifically booked.
After returning to the front desk—again waiting in a long line—we were given another room (Room 126), only to find even more issues. The door didn’t lock properly, the bathroom had visible stains around the shower area, there was mold and mildew on the curtains, and several of the lights in the room were either too dim or not functioning at all. Housekeeping was unavailable,