I do not recommend this hotel for anyone. Their cu...

I do not recommend this hotel for anyone. Their customer service is horrendous!! Specifically Len in their guest experience department. I had the most bizarre interaction with him. FYI, this is a long story... I live in the mainland and my team pooled their money to purchase a $200 gift card to the Azure Restaurant for our boss and his family to enjoy while vacationing in Waikiki. I worked with Len's team on purchasing a gift card online and arranged for pick up. This situation takes a turn when, the gift card was picked up and delivered to the hotel that my boss was staying at (not the royal Hawaiian), but the hotel lost the gift card. To correct their mistake, they went to the Royal Hawaiian to repurchase a gift card to Azure. But the Royal Hawaiian said the original gift card was still there and gave the gift card to the hotel rep. Then, the hotel found the original gift card (they now had 2) and told me the Royal Hawaiian said they charged me twice and asked what I wanted to do with the 2 gift cards. At that point, my boss was going to arrive any time and I had no way to confirm if I was charged twice, b/c the charge took place on the weekend and it didn't hit my account yet. To not be liable for an extra $200 gift card laying around, I told them to include it with the other one and I would sort it out later. The situation turns bizarre when I get a call that evening, at 8:30pm PT, from Len (sp?) saying that they accidentally made two $200 gift cards and "What was I going to do about the extra one?" At that point, I was appalled, this guest services manager was shifting the blame from their mistake to me. He went as far as to tell me I knew the 2nd card wasn't charged to me when I told the hotel to include it in the gift and should have returned it. Then he tried to argue with me when I told him I was not going to pay for the 2nd card because it was their mistake, they shouldn't have made the extra card. I come from a customer experience background and the one thing you NEVER do is blame the customer, never. He then said they were going to cancel the 2nd gift card and offer some drink vouchers in exchange for the trouble. Keep in mind, they knew this was a holiday gift to an exec who was in Hawaii with his family to unplug. I went back an forth with them for 2 days and asked them to sort it out with the hotel my boss was staying at. During this time I called Marriott customer care and documented the situation and opened a claim. In conclusion, I would not pay for the extra card and they chose to reach out to my boss on his vacation and tell him they cancelled it. What is so frustrating about this whole thing is I am an event planner at a major corporation and I have booked MANY events, meetings, and hotel rooms in Marriott and SPG properties and have always had good service. However, this incident has caused me to pull out from working with Marriott in the foreseeable future. I will take my offsites, all hands, holiday parties, happy hours, and hotel bookings to other businesses that value their customers.