I want to share my experience about arguing the inappropriate star rating of Ala Moana with PL. 2 weeks ago, I did the stupid thing about bidding 4-star Waikiki marina and got Ala Moana, because I didn't check if the rooms weren't sold out in Ala Moana and I subconsciously thought Ala Moana is a 3&1/2-star hotel at most. Therefore, I was so frustrated and made a phone call to customer service to complain. However, they said a lot to reject my argument, but finally they submitted my case to their investigation depatment because they checked some other rating on other website like hotels , Expedia, Travelocity, etc. which are at most 3&1/2 star. After 5 days, I got an email to reject my argument again, because the guy who sent the email said that their rating is rigorous in many aspects. Thus, there is no way to do anything else. But, I insisted to tell them that they really did something wrong about this, and I don't want any other people to be victims. So, I called again and their representative submitted another investigation again, and I had to wait for another 2 days. 3 days past, no reply from PL, then I checked my itinerary on PL website to call again. As soon as my itinerary showed, the star-sign is only 3-star. As a result, I called the customer service to get refund. In conclusion, even though PL have done a lot for providing good offers, they might make some errors about their system. If you find anything not fair or inappropriate, we had better let them know and improve it better.
