Andaz Hotels complaint: Escalation of Slip and Fall Incident at Ka’ana Kitchen – Request for Resolution

I experienced a slip-and-fall incident at Ka’ana Kitchen at Andaz Maui on November 24, 2024.

While bringing food to my table, I slipped on a wet floor caused by spilled pineapple. The fall was painful and embarrassing. I sustained bruising to my elbows, buttocks, and tailbone. My cell phone, in my back pocket, was damaged, leaving the screen and cover cracked.

When seated, I noticed the floor under the table and chairs was wet and slippery, likely from spilled liquid. I informed the server, but no action was taken to address the hazard. After my fall, the server assured me a manager would speak with me, but no one approached me.

A medical staff member provided ice for my bruises, but I was too embarrassed to discuss the full extent of my injuries, especially my tailbone, in a public setting. The staff took my contact information and promised someone would follow up. Nine days later, I had received no communication. When I contacted the restaurant, they declined responsibility for the phone damage, citing a delay in reporting despite their failure to follow up.

The restaurant’s position is inconsistent and unacceptable for these reasons:

Failure to Follow Up: Management failed to contact me for nine days, contradicting their assurance and placing an unreasonable burden on me during recovery.

Focus on Recovery: After the fall, I prioritized my health over inspecting my phone. I relied on their promised follow-up to address related concerns.

Guest Care vs. Procedural Priorities: Declining responsibility based on procedural grounds, while neglecting the duty to follow up with an injured guest, undermines trust and satisfaction.

I expect better from a Hyatt establishment. The combination of unsafe conditions, inadequate response at the time of the incident, and subsequent dismissal of my concerns is deeply disappointing.