Beautiful spot/ disappointing hosts
During our honeymoon we spent 4 nights at this wonderful spot. The appartment is clean and very spacious. The 50's-style of the house is very charming. We spent most of the time chilling in the garden enjoying the beautiful view (that in reality is even more beautiful than on the picture), snorkeling in the mornings (one of the best snorkelspots we met during our three-weeks-stay on Big Island, Kauai and Oahu), observing the numerous seaturtles and preparing yummie dinners in the well equipped kitchen.
HOWEVER, we were very disappointed by the unprofessional behaviour of the owners.
- After a rather complicated and longlasting mail-communication they sent the paypal request to the
wrong (my husband's instead of mine) and furthermore misspelt mail-adress. As we never got the
mail we weren't able to pay. So they told us as they haven't received the paiment, they'll cancel our
reservation (even if we had already signed the contract...).
Just after a phone call in the middle of the night (time difference around the globe) in which I
communicated the paypal-mail-adress (already mentioned in two previous mails) again,could I save the
deal. This time it worked. But we never received apologies from their part.
That's not in the spirit of Aloha!
- arrived on the place everything was as described on vrbo, we finally could relax
- BUT, the day before our departure I found myself locked out at 11.30 a.m. because the doorcode didn't
work anymore. Luckily my husband still was in the house, so we could contact the very helpful
housekeeper who found quickly a solution for our problem. THE OWNERS HAVE ENTERED THE
WRONG DATES so SO THE CODE STOPPED WORKING 24h TOO EARLY!
We were really upset because we came back from snorkeling just at 10.30 a.m. Imagine if we had
come back 30 minutes later. We would have found ourselfs locked out with nothing more on us than
bathsuits and snorkel gear.
We recommend the place and would rent it again as it really is a wonderful place. But for the price one pays (equivalent to a room at a five star hotel) I expect a far better service. We strongly hope that in the future the owners will read their mails more carefully and treat their clients with more attention and friendliness.
Families with Teenagers,
Families with Young Children,
Owner's Response: Our family has been renting our two beach homes in Hawaii to guests from all around US and abroad for a combined fifteen years. We rent to a large number of repeat guests each year who stay weeks at a time as they have been pleased with their experience. We, as hosts, feel fortunate to have had mostly extremely nice people who treat us and our home with respect and care - after all it is our HOME, not hotel. We love to share this magical place with others who appreciate it and as part of the process we interact with people we have never met. It is process a process of communicating and building mutual trust.
Therefore, it was quite a surprise that these guests from Switzerland ended up feeling such strong disappointment with their experience. We agree that the entire process of getting their rental agreement and payment to us was unusually lengthy and frustrating, mostly due to very sluggish communication on their part. We spent a lot of time trying to complete this rental paperwork for their last minute 4-day stay. Finally when it was just days away from their check-in date they still had NOT responded to REPEATED emails asking for the rent payment OR an explanation of where it may have disappeared. With no other information to go on --please keep in mind we DO NOT KNOW these people- and they did not communicate when prompted, we finally concluded that this is possibly another fraud attempt. We have seen a few of those over the years. After one final email stating that we will be forced to cancel their reservation for lack of payment I received a middle of the night phone call from them. I do not remember if there was an apology?
Further, these guests seem to be under the mistaken impression that we canceled their resort lock combination 24 hrs too soon. My onsite rental manager reports that they contacted her about being locked out about two hrs after they were supposed to have checked out according to the rental agreement and the resort lock code schedule. (The individualized code for remote controlled resort lock is a way of making sure guests leave as agreed and make sure the home is secure for the next guests who often arrive just a few hours later. This information is detailed in the instructions every guest receives before arrival). Just because there is no representative for check-out does not mean guests can stay a few extra hours.
One more correction: this rental is a two BR single family house- not apartment!
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