Submitted: June 9, 2012
Stayed: May 2012
This is an older facility and this particular condo has had some updating however the bathroom ceiling has black mold growing on it and the unit has a very musty smell. The ceramic tile floor is raised in places as the sub floor must also be rotting. Since the unit is on the ground floor, there are no windows only 4 sliding glass doors to the outside, there is no way to have any ventilation at night with out leaving the doors open, therefore you are sealed in the moldy, musty air for the night. When contacted about the leaky, moldy bathroom ceiling the management did repair the toilet in the condo above, but didn't even offer to clean up the mess in the bathroom of this unit. When told the unit smelled horrible, we were told to purchase air fresheners. We will continue to visit Maui every year as we have for the past 5 years but will not stay here.
Owner's Response: Our guests' satisfaction is of vital importance to us. Therefore, we encourage our guests to contact us directly should they have any needs or concerns. We live only five minutes away from this unit and can respond immediately. When contacted by this guest, we responded to that guest and communicated the problem to the Maui Eldorado staff within minutes of receiving the information. The Maui Eldorado promptly issued a work order, a problem was detected in the unit above this unit and the problem was fixed the following day. I asked that the guest get back to me if the issue was not satisfactorily resolved. I try not to bother our guests with repeated phonecalls so as not to disturb their vacation. I did not hear anything back from this guest until well after their departure. It is unfortunate that this guest did not attempt to re-contact us if they were not satisfied with the steps taken. I have personally investigated the smell and mold issue with a team of my associates and the staff of the Maui Eldorado has done the same. None of us detect any smell or mold issues, nor did we find any "mess in the bathroom". With regard to the "air freshener" response, I was not privy to this conversation and am unsure where this comment was made or by whom. We sincerely regret that this guest's satisfaction was not met. This unit has a reputation of having repeat guests that have had a pleasant experience both in the unit and on this property. Our guests frequently let us know that the reason they ultimately chose to stay with us was the promptness in our responses, our attention to detail and our full disclosure with regard to fees, views and the like.
Helpful votes: 5/5
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