NO AVAILABLE CONTACT AT WHALER DURING EMERGENCY

[Tom G Stevens PhD]

Last night after 8pm I went through the Whaler Lobby and found a family who had been trying to check into their room at the Whaler (on 6th floor) for over an hour, and they had not seen anyone from the Whaler. This was during the "Tsunami Warning." There was no sign up explaining the situation, and there was NO PHONE NUMBER OR OTHER CONTACT INFORMATION IN THE LOBBY for them or any owner to reach.  

I tried to help them and phoned Security, Maintenance, HOA numbers, etc. to try to get some help for them. NO ONE ANSWERED ANY OF THOSE NUMBERS. I did not have any Whaler HOA or HEI cell phone numbers.  I accidently ran into a Whaler employee outside who was leaving.  He told me that Whaler staff was in a Whaler Apt. When I asked for the Apt number and/or phone number (or any other info where I could reach anyone), he told me he was forbidden to release that information. However, he personally made contact with someone in the apt and got help for the family.  They checked in and later thanked Mila, who checked them in, and me.  However, if I hadn't luckily encountered the Whaler employee, the family could have been in the Lobby all night!

I was shocked that HEI HAD NOT LEFT ANY CONTACT INFO IN THE LOBBY.  What if there had been a security or maintenance (or other) emergency? The fact is that most Whaler units were occupied at the time.  We are supposed to be a "Premier Resort" and also take care of owners needs.  Yet there was no help or information available to owners or guests (or potential guests).  

I strongly recommend that HEI (and the AOAO) PROVIDE 24/7 EMERGENCY CONTACT  NUMBERS FOR ALL OWNERS AND GUESTS--ESPECIALLY DURING EMERGENCIES!

If they don't want to leave staff at the front desk, maintenance, and security, then other arrangements should be made so that if a pipe bursts, a security issue arises, or someone just needs vital information, they can get it on their phone at least!

I suggest that HEI (and the AOAO) fix this ASAP.

Tom Stevens 861

[Cindy Johnson]





We are very happy you were there!

That said, HEI and the AOAO better heed your very poignant advice and immediately initiate new protocols.

We are behind you 100%

Thanks again,

Cindy Whaler 119

On Jul 30, 2025, at 4:35 PM, Tom G Stevens PhD <drtomg...@gmail.com> wrote:

Last night after 8pm I went through the Whaler Lobby and found a family who had been trying to check into their room at the Whaler (on 6th floor) for over an hour, and they had not seen anyone from the Whaler. This was during the "Tsunami Warning." There was no sign up explaining the situation, and there was NO PHONE NUMBER OR OTHER CONTACT INFORMATION IN THE LOBBY for them or any owner to reach.  

--
You received this message because you are subscribed to the Google Groups "WhalerOwners" group.
To unsubscribe from this group and stop receiving emails from it, send an email to whalerowners...@googlegroups.com.
To view this discussion visit https://groups.google.com/d/msgid/whalerowners/58c4a8f7-2c96-4743-99eb-285b6cfe0d55n%40googlegroups.com.

[Cindy]

Aloha Tom,

How very disturbing to hear this accounting of the front desk staff during the tsunami alert hours.  

I would think HEI would be privy to guests scheduled to arrive.  Your recommendation for clear communication avenues during emergencies is a basic requirement and should be part of an emergency preparedness plan.   

Were you eventually provided an emergency phone number?  Did you observe security monitoring or patroling the property?

Thank you for your Aloha and helping these people get settled and cared for.  

Cindy Bigeh

--

You received this message because you are subscribed to the Google Groups "WhalerOwners" group.
To unsubscribe from this group and stop receiving emails from it, send an email to whalerowners...@googlegroups.com.
To view this discussion visit https://groups.google.com/d/msgid/whalerowners/58c4a8f7-2c96-4743-99eb-285b6cfe0d55n%40googlegroups.com.

--

Cindy Bigeh 

[Larry Roberts]

We also agree.  

I understand why HEI would've sent their staff to higher ground.  But absolutely, they should've left contact numbers.

Larry

Larry Roberts

President & Sole Member

KMTR Television, LLC

To view this discussion visit https://groups.google.com/d/msgid/whalerowners/C6794E65-B46A-4AB3-A5B0-5C6F8AF632F3%40aol.com.

[Lori Lind]

Whaler owners, 

Many thanks to Tom Stevens for such a well

written and informative message.  This needs to be addressed immediately and everyone involved at the Whaler needs to be made aware of the emergency protocol and procedures.  

I am disappointed and saddened to hear about this terrible lapse in judgement especially after the fire and explosion. All guests and owners and staff deserve to be informed and safe. We can do better. 

Lori Lind

(Owner of 5 TIOs for 40 years) 

Sent from my iPhone

On Jul 30, 2025, at 6:35 PM, Tom G Stevens PhD <drtomg...@gmail.com> wrote:

Last night after 8pm I went through the Whaler Lobby and found a family who had been trying to check into their room at the Whaler (on 6th floor) for over an hour, and they had not seen anyone from the Whaler. This was during the "Tsunami Warning." There was no sign up explaining the situation, and there was NO PHONE NUMBER OR OTHER CONTACT INFORMATION IN THE LOBBY for them or any owner to reach.  

--

[Jim Doan - Maui condos]

Excellent points Tom & Cindy,

I had a similar situation with the guest check-in during the tsunami watch.  I had a family of 5 (coming from Wailea) that had repeatedly called the Whaler for over an hour with no response or phone pickup to alert the front desk that they were arriving for their check-in around 7 PM my 12th floor unit.

  After calling the front desk for an hour with no pickup, the guest called me and said they couldn't get a hold of the front desk.... I said "surely there must be somebody at the front desk as the Whaler management company has 24/7 coverage" (as it's in their contract)... then I called repeatedly with no pickup or response either.

I told the guest to continue to go to the Whaler as I'm sure somebody is on premises but they are probably just a desk or busy with other calls.

When they got to the Whaler, nobody was at the front gate , so they parked outside and walked up to the lobby with nobody to be found.    After waiting for over an hour, somebody finally showed up and checked them in...

 a definite lack of "judgment" and perhaps no "policies and procedures" in case of emergency...

anyway, just my input🙂

 

Jim Doan

 

------ Original Message ------

From "Cindy" <cbi...@gmail.com>

To whaler...@googlegroups.com

Date 7/31/2025 12:17:18 PM

Subject Re: [Whaler Owners] NO AVAILABLE CONTACT AT WHALER DURING EMERGENCY

To view this discussion visit https://groups.google.com/d/msgid/whalerowners/CAHp5tbH%2BqpLBWYgNY2Tq%2BwEAW8fW49N3Vej%3DwsWh%3Dqhh%2BWhOsw%40mail.gmail.com.

[christinekline]

Aloha Whaler Ohana:

I am sharing comments from Jay Cain who was on site during the tsunami event--about how well the tsunami event was handled.

I've been here on vacation with my family and was on property during the tsunami event. Just now I've had a chance to catch up on e-mails, and I thought I would give a brief summary of what I witnessed. You can share if you would like.  I was 1 of 2 board members (that I am aware of) that experienced the tsunami event and the Whaler's response firsthand. The emergency response, in my estimation, was nothing short of professional. 

• I first heard about the tsunami around 1:30 pm after I finished an ocean swim, and arrived back to our first-floor unit to find flyers provided by the TIOA warning of the tsunami, and providing various information including safety tips, an evacuation map, and a history of tsunami events in Hawaii. 
• Around 2 pm Mila provided the first of 3 emergency intercom announcements informing the property of the tsunami warning, and that a tsunami was expected to arrive at 7:17 pm. The announcement encouraged people to seek higher ground near the Fairway Shops, and if they were unable, to relocate to the 6th floor or higher. After this, most people began to evacuate. You could see people hurrying away with luggage, and I was told Kaanapali Parkway was bumper to bumper with cars fleeing to higher ground. Around this same time, Todd Capizzo shared a communication with Mila that he would send out to guests on property providing information about the tsunami warning. 
• By about 4 pm the pool area was empty, and the Whaler had stacked furniture in strategic locations, and barricaded entrances from the beach. The beach was eerily quiet, absent of the few hundred people that would typically be out on an afternoon. Soon Maui police patrolled the beach, ensuring everyone had evacuated. No one knew how bad the tsunami would be, but some reports suggested the surge could be 8 to 12 feet above the high tide line, which could reach as far as 1 mile inland. By this point, it was apparent that a tsunami was going to happen, and my family packed everything we could, and moved to a higher floor. Per Mila's announcement, we charged our electronics and conserved water, preparing for a potential failure of power and utilities. 
• Closer to 6 pm, reports began to come in from Midway Island, suggesting the surge could be less severe at 1 to 3 feet above the high tide line. But this was still speculated to be enough to flood the lower lobby and garage, and potentially the ground floor. Then after the latest HEMA communication, Mila made a final announcement before 7:17 pm encouraging anyone able to evacuate to higher ground. This would explain why there were limited staff on the ground floor approaching 7 pm or later. 
• After 7 pm all eyes were on the ocean awaiting the tsunami wave until we could no longer see after dark. Then we watched the local news awaiting reports on how the tsunami would impact Kaui and Honolulu before it reached Maui. Hours went by with no report of any serious damage. But the tsunami warning remained in effect until around 10 pm when it was downgraded to an advisory, and people began to return to their units. 

I support our emergency protocols being regularly reviewed. But given the short window of time that these events transpired, and the unknown factor as to how severe the tsunami would be, I thought the Whaler, including the AOAO, TIOA, and HEI teams responded appropriately.

On 08/01/25 10:28 AM, "christinekline" <christi...@dccnet.com> wrote:

Aloha Tom:

Thanks for your assistance here.  

Both AOAO and HEI will be adding this to their emergency protocols.

Chris Kline

--

[christinekline]

Aloha Tom:

Thanks for your assistance here.  

Both AOAO and HEI will be adding this to their emergency protocols.

Chris Kline

On 07/30/25 04:35 PM, Tom G Stevens PhD <drtomg...@gmail.com> wrote:

--

[Sharon Purvis]

A lesson learned and is now taken care of. Enough already.

Sharon Purvis

To view this discussion visit https://groups.google.com/d/msgid/whalerowners/CAHp5tbH%2BqpLBWYgNY2Tq%2BwEAW8fW49N3Vej%3DwsWh%3Dqhh%2BWhOsw%40mail.gmail.com.

[Kristin Tassin]

Aloha everyone,

I am one of the board members and just wanted you all to know that I passed along these concerns to Mila and Board President, Ted Purvis. Mila acknowledged the oversight and said they would make adjustments. Thanks for sharing the info!

Sincerely,

Kristin Tassin, Unit 673

---

From: whaler...@googlegroups.com <whaler...@googlegroups.com> on behalf of Jim Doan - Maui condos <whale...@gmail.com>
Sent: Friday, August 1, 2025 3:07:59 PM
To: whalerowners googlegroup <whaler...@googlegroups.com>; whalerowners googlegroup <whaler...@googlegroups.com>
Subject: Re[2]: [Whaler Owners] NO AVAILABLE CONTACT AT WHALER DURING EMERGENCY

 

To view this discussion visit https://groups.google.com/d/msgid/whalerowners/emcdfa06d5-568d-4e8d-a2e7-5f23b19c617b%405c406001.com.

[Cindy]

Aloha and thank you Kristin.

Cindy Bigeh

To view this discussion visit https://groups.google.com/d/msgid/whalerowners/BY1PR14MB7031403293D93B03DE9E58A8D326A%40BY1PR14MB7031.namprd14.prod.outlook.com.

--

Cindy Bigeh 

[Sharon Purvis]

Thanks Christine,

To view this discussion visit https://groups.google.com/d/msgid/whalerowners/a99d31e522517d9e.688e070a%40dccnet.com.