Location. This Pepeekeo property is situated in a rural location on the Big Island of Hawaii. Area attractions include World Botanical Gardens and Akaka Falls. Aerial sightseeing and ecotours are also available nearby.
Hotel Features. This 3.5-star Pepeekeo property business amenities include complimentary wireless Internet access, meeting rooms for small groups, and business services. Event facilities include conference rooms. Guest parking is complimentary. The staff can arrange concierge services, wedding services, event catering, and dry cleaning/laundry services. Additional amenities include barbecue grills, tour/ticket assistance, a picnic area, and a video library.
Guestrooms. Amenities featured in guestrooms include DVD players, free local calls, complimentary dial-up Internet access, and CD players. Business-friendly amenities include direct-dial phones and voice mail. Each guestroom has a furnished lanai with ocean view and is uniquely designed. Other amenities include coffee and tea makers, refrigerators, dishware and cookware. Bathrooms feature jetted tubs, designer toiletries, and hair dryers. Guestrooms are accessible via exterior corridors. All guestrooms at The Palms Cliff House Inn are non-smoking.
A stately plantation B&B with gorgeous cliff views
Pros: The view of the waves crashing onto the cliffs below was unparalleled. Service was excellent, personal, friendly. A hidden little gem on the Hilo side of the Big Island. Ask for the pineapple turnovers at breakfast :). Highly recommended.
Palms Cliff House: Home of the least compassionate
Pros: It looked to be a wonderful facility based on the online reviews. Because was needed to cancel our honeymoon due to a medical emergency, we were unable to visit the hotel, and further elaborate.
Cons: When faced with impossibly tough circumstances, human decency usually triumphs. But, the Palms Cliff house took 100% our money and offered us no compassion when we faced our toughest times.
It was the night before our wedding. A typically joyous time.
We notified the Palms Cliff House 7 days in advance that we needed to cancel our honeymoon. My wife's grandfather was undergoing emergency surgery and had a 50/50 chance of survival. We provided official medical documentation to both hotels.com and Palms Cliff House. We acknowledged that their standard rate is non-refundable and asked if they could help us out. We had already paid $450 for our stay. Could they help us apply that credit towards our rescheduled honeymoon in a few weeks?
Every other hotel, airline, and rental facility that we worked with on the Big Island was amazingly compassionate. As if the trauma of canceling your honeymoon on the evening of your wedding wasn't bad enough, Palms Cliff House would not budge an inch. They insisted, after multiple phone calls to both Hotels.com and Palms Cliff House management, they would not offer us ANY sympathy.
First they blamed Hotels.com and said that we needed to call them and work with them. Hotels.com insists that the managers of the Palms Cliff House can change their refund or change policy on a case by case basis, and when we called Hotels.com, they would then call Palms Cliff House and be told "nope, no refunds for them".
When I finally got ahold of the Palms Cliff House management I found no sympathy or customer service. Changing the dates for our stay? Allowing us to use the amount we had pre-paid towards a future date? A partial refund, even if only a 10% refund? Nothing.
I'm sure it would have been an amazing place to stay.
Unless you value compassion and understanding in your hotel stays.
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