My husband and I planned a honeymoon trip to Guam and stayed at Outrigger Hotel of Guam from Dec. 28th 2011 to Jan 1st 2012. When we checked in at the front desk, the guy (Brian Huang) who picked us up from the Guam airport kept saying that we need to pay early check-in charge to him. We didn’t know that guy and we didn’t even heard about his travel company, called ‘China International.’ We told the lady who helped us check in at front desk that we booked our trip thru our local agent in Taiwan and we did double check our trip included early check-in before we came. I was 5-month pregnant and my husband did call the hotel to confirm that we can do early check-in when we arrive. Finally, the lady checked us in and said we didn’t have to pay her any charge.
On Dec 29th and 30th, Brian Huang (who claimed he is the local tour guy) kept calling us late at night and threatened us that we would got caught at the airport if we didn’t want to pay him this charge. At the same time, we called our Taiwan agent and our agent told us we should not pay anything to them. Also, we went to the front desk and ask ‘again’ if we need to pay early check-in. The front desk said ‘NO’ and we just had a balance of US$1.5 charge on the phone use.
On Dec 31st, the front desk informed us that we had a message from ‘China International’ and again they asked us to pay that charge. A hotel manager came to the front desk, her name is Yumi Oka’ was very unfriendly to us and insisted that China International was our agent and we ‘have to’ pay the money (US$200+tax). I told her we didn’t know this travel agent but she walked away and didn’t want to listen to us to explain. Then she asked us to talk to Tiffany, who claimed she is the manager of China International. We explained the situation to her and she was trying to find out what was going wrong. However, we found that our room keys were de-activated and we got locked out by the hotel manager, Yumi Oka. We got very upset and extremely disappointed about the behavior and the attitude Yumi had toward us. She said she wouldn’t let us in until we pay the money. But I questioned her, “even I was responsible for paying this money, I can pay it when checking out. Why you locked us out now? “ We got locked out for 4 hours. During these four hours, my husband was talking to the other hotel supervisor, Mr. Li, to find out what went wrong. I had already felt dizzy and uncomfortable with my 5-month pregnancy. I’m a US permanent resident and have been living in California for almost 9 years. I’ve never seen a hotel treating their customers like this, locking the customers out to force them to pay the money that they are not supposed to pay. I highly felt that I got threatened, insulted and my personal freedom was attacked. Finally, Mr. Li asked us to pay $100+tax to get in our room and the hotel would provide us a receipt. (What was the standard of charges in this hotel?? How come the charges varied? The first two days, both front desk ladies said we have zero charge. The third day, hotel manager, Yumi, said we need to pay $200+tax and Mr. Li said we need to pay $100+ tax.) We felt the whole thing was so unreasonable. We finally paid the money was not because we thought we ‘had to pay.’ It was because I felt so ill and life- threatening by locking out by the manager, Yumi Oka. We were very disappointed that how this 5-start hotel trained their employees and treated their customers. I would never dare to stay in Outrigger Hotel anymore.
- Outrigger Guam Hotel
- Outrigger Tumon
- Tumon Outrigger
