Ka'upulehu, Hawaii's Big Island ~ Ulrich Krauer, general manager at Kona Village Resort, recently welcomed two new members to the resort's longstanding and unique complaint department.

Many resorts rely on hours of staff training, seminars, and more to teach employees how best to handle inevitable complaints from demanding guests. Kona Village Resort expended no such efforts with their complaint department, which has been in place since the resort's founding in '965. The complaint department is the area's Kona Nightingales - better known to most as donkeys!

When the free roaming Kona Nightingales were to be rounded up and moved away from the area and no longer left to freely wander Ka'upulehu as they had for decades, Kona Village "adopted" a small herd and now provides them room and board at the exclusive resort. The Kona Nightingales employment contract calls for a Full American Plan and all activities just like the regular guests. In exchange, the donkeys serve as the resort's resident complaint department. Kona Village was surprised recently to discover new members of the complaint department when two of the adult females each gave birth.

Krauer welcomed the new members in true Kona Village Resort fashion with flower lei. Dad, Kau and mom, Pili are proud of their offspring, Hauoli and Aloha.

The tradition of utilizing the Kona Nightingale as the resort complaint department dates back to the days of founder Johnno Jackson. A particular donkey frequented the back step of the resort's small gift shop. Jackson would refer the occasional guest who had a complaint to that back step and recommend they talk it over with "the person in charge back there." The complaints, needless to say, were (and still are) very few and far between and the guests quickly realized they'd discovered a place where they could relax and truly experience Paradise.

Over the years many celebrities have frequented Kona Village resort including Lee Marvin, Natalie Wood, Robert Wagner, Marlon Brando and others. It is not known whether any of these celebrities had any complaints during their stays. The donkeys are excellent listeners..but they never tell.

Discover Kona Village Resort on 82 acres along the Big Island's Kohala Coast. Once the site of an ancient Polynesian fishing village, the resort now welcomes guests to '25 thatched-roof hale, nestled around lush lagoons and pristine white and black sand beaches. Hale are designed reflective of architectures of Hawaii, Samoa, Tahiti, Marquesas Islands, New Hebrides, Fiji, Palau or New Caledonia cultures. Fronting the marine preserve of Kahuwai Bay, guests enjoy snorkeling and diving with spectacular viewing of Hawaii's rainbow-colored marine life. A centuries-old petroglyph field reflects the area's history. Room rates at Kona Village Resort include three generous meals daily, the Friday evening luau, lei and fruit punch arrival greeting, fitness center access, tennis, two swimming pools, glass-bottom boat tours, kayaks, snorkel equipment and daily activities. In room complimentary '00 percent Kona Coffee, soft drinks, bottled water, and juices are replenished each day. From petroglyph tours to Hawaiian cultural programs and the Hawaiian practice of ohana (family) and ho'oponopono (to make right), Kona Village Resort has long stood apart from others. Since opening in '965, this hideaway has provided visitors with an unparalleled Hawaiian sense of place.

For reservations and information, contact your favorite travel planner, Kona Village Resort toll free (U.S. and Canada), 800-367-5290, inter-island at 800-432-5450 or visit www.konavillage.com.