Business ProfileforMaui Sunset Vacation Rentals Condominiums

My family and I have stayed at Maui Sunset multiple times including 2016, 2017, and 2019. We had reservations to go and stay again in 2020 and obviously COVID put the brakes on that plan. Until now it has been our favorite place to stay. Affordable, amenities are great, and location to everywhere else on the island is great. Our cancelled 2020 trip landed us a credit to be used by end of 2021. We had planned on going until the Governor went on the news asking visitors to please not visit due to rising cases. We were going to let our niece and new husband take our spot for their honeymoon, but when the governor made his plea, we contacted Maui sunset stating that at this time we would like to just keep it as a credit to be used by the end of the year with hopes things would improve and to help the locals have the resources needed to fight the rising number of cases. Unfortunately *****, apparently one of the owners of the rentals at Maui sunset misinterpreted my request and now refuses to allow us to use our credit. He states we never actually cancelled even though after numerous emails back and forth it shows where we asked to keep it as a credit to be used before the end of the year. After not getting responses back from emails we decided to call and speak with him to get this sorted out. When we read exactly word for word the email we sent he stated that he could see now where we cancelled but if you read it it could be taken differently and so there will be no credit or refund!!!!! He even told us in an email that it had to be used by end of year no exceptions, but says that was just a response to a question, not acknowledgement of cancellation. We even stated that his misinterpretation shouldn't mean that we should just lose over $2400. He refused to take ANY responsibility and even laughed at me on the phone. THIS IS NOT A PLACE YOU SHOULD WANT TO STAY OR SUPPORT!!!! I will gladly be visiting Maui many times in the upcoming future and not 1 ***** will be at Maui Sunset.

Hello and Aloha, We don't or didn't have a reservation under this last name, however will respond as the circumstances match another guest, and can only assume they are connected. The ***** pandemic began in early 2020, the original reservation was booked on a extreme discount as a non-refundable booking in March 2020 for the same month. Many companies considered booking in March of 2020 aware of the pandemic, we instead offered full credit through the end of 2021 (20 months) We also allowed to assign the booking to a 3rd party, or in this case a daughter. In March 2021, 12 months after the cancellation, new dates were selected, including 2 extra nights, confirmation of non-refundable final dates emails were sent and payment made. The ********** of Hawaii have asked travels, especially unvaccinated to postpone travel if possible. This is not at all like the mandatory quarantine of early 2020. Travel restrictions have not changed in Hawaii since October 2020, and they are easier now with the option of a Covid Vaccination. When an email was received just weeks before arrival many emails were traded answering questions and offering if cancel to extend credit. Whether we did not understand your intention to cancel, it was not clear and so it was not cancelled. As with the original booking, and revision, all reservations and cancellations are confirmed in writing via email. Although non-refundable , a refund of the two additional nights was processed as a gesture of good faith. We do our best to be flexible in our cancel polices in order to accommodate , however there is only so many times we can adjust. Understandably this is not the outcome desired. Best wishes in future travel

In response to the company's response to my report....in your response you even state that YOU misunderstood *** when we spoke with you on the phone yesterday you also admitted that hearing the email out loud you see that we had cancelled and chose to keep the credit to travel by and of the year, yet you still refuse to meet half way on this. Unacceptable.

In response to the company's response to my report....in your response you even state that YOU misunderstood *** when we spoke with you on the phone yesterday you also admitted that hearing the email out loud you see that we had cancelled and chose to keep the credit to travel by and of the year, yet you still refuse to meet half way on this. Unacceptable.