Not Terrible, but Not a Great Experience
We rented these adjoining units for a work trip/extended family vacation. There were 6 adults & 4 kids (5 & under). We've had great experiences with VRBO in the past; this one didn't quite stack up. There were some good things: 1) The location is great; A-Bay is a great, kid-friendly beach (a 2-3 minute drive away). The property is also near (walking distance) lots of shopping, so you can get anything you need. The complex has a great pool which our kids enjoyed daily. The condos themselves were clean & the pictures are generally accurate, with one caveat (see below).
The downsides: 1st, the description is a bit misleading. Each unit has 2 bedrooms downstairs and a 3rd upstairs. You can't tell from the listing, but the 3rd BR is actually a loft (no doors, no privacy). This is a big deal if you're traveling with kids (and for some adults as well). The spiral stair case leading to the lofts is also tricky for the 3 and under crowd or for grandparents carrying suitcases. 2nd, there were some maintenance issues in the condos. The DVD player in 1 unit didn't work. The garbage disposal in the unit had a short circuit and actually gave us a (minor) shock. The spin cycle on one washing machine didn't work, and it left our clothes with a funny smell. And, although the property manager said it was fine, many of us did not feel one of the refrigerators was cold enough. The property managers (Abbey Vacation Rentals) did respond to my emails about the maintenance problems & did send someone over to fix some things. But it's not the kind of thing you'd like to deal with on your vacation. A 3rd thing renters should be aware of is that this condo does not come with some of the things you might expect of a beach rental: no beach chairs, no umbrellas, no beach toys. Also, no kid items (Pack and Play, etc). You can rent these items, but it adds a pretty penny to the cost of the vacation, so you need to budget for it. Finally, we have mixed reviews for the management company. The folks at Abbey were always polite and they said they have addressed many of the maintenance issues. However, we were renting 2 units, with 2 families, and after we booked, we requested 2 receipts, so that we could submit the units for reimbursement. However, because we didn't do it at booking, Abbey refused this request, so we can't get reimbursed for our stay. They never gave us a satisfactory reason, just that it would take too long. Bummer, right? Oh well. Hawaii is still lovely.
Owner's Response: Aloha,
I would like to take this opportunity to respond to the your review above. Abbey Vacation Rentals seeks to provide wonderful homes for our guests to stay in during their visit to Hawaii's Big Island. While every attempt is made to insure a stay is problem free, when we become aware of a problem during a guest stay, we seek to address and remedy the problem as soon a possible. During your stay, when a problem was identified to us, we behaved in this manner. By way of example, when we were told that a member of your party had experienced a "shock" when using the sink's garbage disposal, we immediately arranged for a licensed electrician to evaluate and repair the cause of this problem.
As explained in our phone conversations with you, as well as an in-depth email to you of February 20th, upon our maintenance team reviewing the temperature of the refrigerator in question, they found it to working properly. Similarly, we were unaware of your concern with the laundry washer until after your departure, so unfortunately were unable to have this looked at during your stay. When we became aware of your thoughts in this regard, we had an appliance repair person service this unit to investigate your concern.
In our email to you we thoroughly explained to you that your assertion that the 3rd loft bedroom's marketing was deceptive was incorrect. We have been renting your unit for more than 5 years, and have never experienced this complaint from a previous guest of this unit. Reviewing our websites, the pictures of the loft bedroom certainly convey that this bedroom is a loft bedroom. This is certainly true for this unit's VRBO.com advertising. Further in most of our website's advertising, the picture of this bedroom is actually identified as a "loft" bedroom. As we shared with you in our email to you, based upon your input, we have updated all of the picture identifiers for this bedroom in our advertising, to distinctly identify it as a "loft" bedroom. Our goal is for our websites to offer as much information on a property to a viewer as possible.
We have not previously heard of the baby equipment concern of yours that you raised within your review of this property. Baby equipment is a sensitive item for many people, and they have detailed requirements for any items touching their young ones. This being the case, we work with vendors specializing in providing baby equipment who can properly cater to our guests needs. So while
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