ComplaintsforParadise In Hawaii Luxury Homes, LP

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had terrible customer service from **********************. I contacted them on June 28st when my flight was canceled, and I asked them to help me postpone my stay, switch the date to another location, or credit me because I would not be able to make it there in time for my stay. They told me that they would see what they could do, but then they went silent. I messaged Airbnb as well, and we were going back and forth in text with the management company, but they never responded to me. They pretty much went silent until after July 2nd, when my stay would have been over.After asking for my money back, they refused to give it to me. I can understand if they wanted to keep one day, but they were only willing to give me the cleaning feedback. They were not even willing to help me when I got to Hawaii to stay during the time that I finally got there. I believe that they purposely did not reply to me until after July 2nd, knowing my situation.Terrible customer service Refusing to help me and give my money back. When this was something totally out of my control.

  

  Business response

  07/13/2023

   

  While this was a very unfortunate that the guest had a problem with the airline, we suggested multiple times for them to contact the airline company. We communicated with the guest throughout the whole process and we advocated on their behalf with AirBnb multiple times as well. We prepared the home and it was ready for the guests arrival, their flights cancelled by the airline last minute. The homes are individually owned and it is unfair to expect the owner of the home to be the one to bear the responsibility and cost related to flight issues.  We suggested travel insurance prior to the stay, which the guest did not purchase, and we also suggested contacting the credit card company regarding as well. The guest has now retaliated with this negative review 

• Initial Complaint

  06/07/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Having a firm reservation for a villa in the Islands in ********************* at 68-1375 ******** Kohala HI ***** for many months with a deposit, making big plans for our 50th wedding anniversary with grandkids and family and paying in full on May 30th and receiving a confirmation of payment and booking, we relied upon, the company cut us off and said we weren't welcome. Not only was this a tragic disappointment to our family, but it will cost us several thousand in plane and activity reservations already paid for. Rental agencies should not treat customers by leave them hanging without a place to stay. The reason given by the rental agency, was that our family was being hostile. I will forward a chain of emails (post full booking and payment) asking about our access to other venues at the resort reflecting what I believed was misleading advertising on their part, and they withdrew they withdrew the paid contract. We are panicked and ask you call them to resolve before they rent to other

  

  Business response

  07/21/2022

  Aloha!
  
  
  ******************* made a reservation directly on our website to stay in one of our homes. All of the descriptions and photos accurately depict what is included while staying in each particular home. During the time between booking and arriving he had many questions regarding what was included which we patiently explained. The particular community in which he stayed has a lovely community pool. ******************* was insistent that we misled him into thinking he had access to the facilities at the nearby hotels and made various assumptions about use of hotel pools and hotel parking on his own. When he posed questions about his incorrect assumptions our staff politely clarified.We repeatedly tried to reiterate what is already clearly stated on our website and he became increasingly irrational and aggressive towards our staff. After many back and forth interactions, we decided that we did not feel that renting to ******************* was the right fit. Unfortunately, there are occasional guests who are threatening, openly hostile and represent an unacceptable risk to the safety of our staff, neighborhoods, and the homes that we have a fiduciary responsibility to protect. With 2 months for him to find alternate accommodations, we cancelled his reservation and refunded him in full. ******************* filed a claim with the Hawaii *******************************************, which was dismissed and no legal action taken.
  
  
  
  Thank you so much,
  ***************************
  Paradise in Hawaii Luxury Homes

  Customer response

  07/21/2022

   
  Complaint: 15536451
  
  I am rejecting this response because: SEE MY COMMENTS IN CAPS ******************* made a reservation directly on our website to stay in one of our homes. All of the descriptions and photos accurately depict what is included while staying in each particular home.THIS IS NOT TRUE AT THE **** THEY POSTED MANY MORE PICTURES OF THE SURROUNDING FACILITIES AND WORDS TO THE EFFECT AS GUESTS WE CAN ENJOY EVERYTHING THE **** OFFERS During the time between booking and arriving he had many questions YES AS O QUESTIONED WHICH FACILITES THEY MEANT AND I DID BECOME IRRITATED THAT THEIR ADVERTISING WAS MISLEADING AND I TOLD THEM I WAS DISSAPOINTED THAT ALL WE HAD FREE ACCESS TO WAS THEY POOL  regarding what was included which we patiently explained. The particular community in which he stayed has a lovely community pool. ******************* was insistent that we misled him into thinking he had access to the facilities at the nearby hotels and made various assumptions about use of hotel pools and hotel parking on his own. When he posed questions about his incorrect assumptions our staff politely clarified. NO THEY DID NOT POLITIELY ******** THEY BECAME INDIGNANT AND IN NO WAY WAS I ABUSIVE OR HOSTILE ON THE ****** QUITE TO THE CONTRARY AS THEY WITHOUT WARNING AND IN VIOLATION OF THEIR OWN CONTRACT DID NOT OFFER ME AN OPTION TO DECLINE, BUT RATHER CUT ME OFF ON THE ***** REFUSED TO ANSWER MY CALL BACKS AND WITHIN MINUTES DECLINED MY RESERVATION AND PROCEEDED TO REPOST THE PROPERTY ON LINE FOR A HIGHER PRICE. I.E. THEY USED MY FRUSTRATION AS AN EXCUSE TO MAKE MORE MONEY ON A MUCH LATER RENTAL.We repeatedly tried to reiterate THAT IS A BALD FACED LIE. THEY JUST DECIDED ON THEIR OWN WITHOUT ATTEMPTING TO PRESENT ME WITH ANY OPTIONS.what is already clearly stated on our website and he became increasingly irrational and aggressive towards our staff. After many back and forth interactions,THERE WERE NONE OF THESE BACK AND FORTH EXPLANATIONS BUT WITHOUT NOTICE THEY SPOILED MY VACATION PLANS SET ASIDE FOR A 50TH WEDDING ANNIVERSAY AND TREATED ME LIKE DIRT. we decided that we did not feel that renting to ******************* was the right fit. Unfortunately, there are occasional guests who are threatening, THREATENING WHAT MAY I ASK openly hostile HOW EXACTLY COULD I DO THAT ON THE ***** EXCEPT TELL THEM I HONESTLY THOUGHT THEY MISREPRESENTED THE PROPERTY  and represent an unacceptable risk HOW WAS I GOING TO RISK ANYBODY DID I HOLD A GUN TO THEM ON THE ***** THREATEN TO WRECK THE PLACE.THEY CANT BE SPECIFIC AS THERE WAS NO SPECIFICITY. THAT IS AN INSULT AND A LIE TO MAKE THAT UP to the safety of our staff, neighborhoods, and the homes that we have a fiduciary responsibility to protect. With 2 months for him to find alternate accommodations, we cancelled his reservation and refunded him in full. ******************* filed a claim with the Hawaii *******************************************, which was dismissed and no legal action taken. THESE PEOPLE DO NOT TREAT TOURISTS WITH ANY REGARD OR RESPECT AND ARE ONLY THERE TO S**** PEOPLE IN ANYWAY THEY CAN TO MAKE AN EXTRA BUCK. SHAME ON THEM AND SHAME ON THOSE WHO PROTECT SUCH ROTTEN BUSINESS PRACTICES.
  
  
  
  Thank you so much,
  ***************************
  Paradise in Hawaii Luxury Homes
  
  Sincerely,
  
  *****************************

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