ComplaintsforKauai Calls! Set Your Heart Free

• Initial Complaint

  06/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I booked an oceanfront condo with this company, as I had done with them many times in the past. The view is the reason for my choice and the premium price that I paid, along with another property that I rented with them as well. The view was completely obstructed by ugly orange construction fencing and torn up dirt and land, ruining it! When I reached out to the company, the agent *********************** denied knowing anything about it, that they were not notified. When I inquired with other owners and renters they confirmed that they indeed had knowledge of this. When asked to compensate me for what was a very high price, I was treated as if there was no recourse available. After many times as a customer, she claimed she was comfortable with losing me as one. Very much an uncomfortable and disappointing response, I feel taken and lied to. I have since discovered that this agent and company has done this many times before. Im extremely unhappy. Thank you, I would appreciate a response from you, thank you so much.

  

  Business response

  07/08/2022

  My thanks to the Better Business Bureau for the opportunity to share our perspective. 
  
  The information in this complaint is not accurate. I had NOT been informed of the County of Kauai schedule to initiate the Bike Path Continuation Project on 100% County Owned land located between the ********************* and the ocean. 
  
  This situation was unfortunate but out of our control. This project is 100% by the County of Kauai, and 0% *********************. 4 Kauai County Offices were NOT aware of the work: not even the Kauai *************** the ************* referred me to the Parks & Recreation Department.
  
  During the very same week / same time period as this guests stay, we received 5 STARS reviews from the guests staying in our other ********************* units, these guests understood we had not been informed - one review is from guests staying in the very SAME building:
  
  Stay June 10 to June 15, 2022 A hidden gem. Great location and very responsive hosts. Highly recommend this place. 
  
  Same building / very same time period at Islander: Stay June 15 to 18, 2022 We had a great stay at your beautiful condo and condo development. Best regards. 
  
  Oceanview unit / very same time period at Islander: Stay June 13 to June 17, 2022 We had an amazing time!! It was so awesome to relax and to spend time together. So peaceful and wonderful! We spent our 20 year anniversary and loved every second! Thanks for making this stay comfortable and easy for anything we needed. 
  
  The lanai railing for this unit covers a large portion of the safety fencing below. The ocean view is beautiful and the main view above the lanai railing.   See photo attached.
  
  The rate for this unit is SIGNIFICANTLY LOWER than comparable units offered by the Aston Resort and outside of the Aston Resort:  the rate is 56% lower than the average ****************** rate and 35% lower than comparable units outside of the Aston. 
  
  AIRBNB GUEST REVIEW FOR EXACT SAME UNIT June 27 to July 1, 2022:  Airbnb Great value! You will not find a better value in Kauai!!!!!  Great location!  Great Vibe!  Great price!
  
  The 5 Star reviews from other guests stay during the same time period under similar conditions and the rate is significantly lower than comparable units with an Airbnb guest verifying the value is excellent.  
  
  We refunded 10% of the rent rate plus applicable taxes on June 23, 2022 for each of the 2 units booked.  The refund should show on the guests account if not already.
  
  Aloha,
  
  **************************
  

  
  

  Customer response

  07/13/2022

   
  Complaint: 17432765
  
  I am rejecting this response because:

   

      The other reviews posted in the response from ******* are irrelevant to my personal experience and what happened to me.  I am a repeat customer, having stayed in this exact unit twice before and was previously pleased with my stays which is why I booked this unit for this third stay.  I specifically booked this unit because I knew what to expect, however this experience and visit greatly fell short. In my past visits, the view was unobstructed and stunning with direct beach access, however this time it was obstructed and not easily accessible due to the pathway construction and bright orange construction fencing that impeded not only the view but the ability to easily access the beach.
  

      In the reply from ******* stating she was not informed about the construction activity prior to it beginning may be true, however, that activity and destruction began prior to my arrival and I was told by multiple guests that arrived prior to my stay that it was in existence upon their arrival, so I don't accept ********* response that she knew nothing of it as it was occurring. 

      The 10% refund ******* claims to have provided me for this disappointing and misrepresented views and beach access, yielded absolutely zero communication or correspondence to me via email, telephone or text. The first I have learned about her providing me any refund was through her response to my complaint.  10% compensation is inadequate. The date she claims to have refunded me is June 23, 2022, after my claim with the BBB. Communication from her for this "refund" is standard operating procedures when operating a business and again, I received none through the date of this response to the BBB.

      ******* and I had a telephone conversation while I was in Kauai, staying in her unit and she informed me that due to the construction occurring in front of the unit, and lack of beach access that I was given "last years" pricing.  This was news to me, because when I booked the unit, I payed the listed price and was absolutely not informed about the construction or that I would receive a reduced rate because of this. Had I been informed in advance of my stay, of the construction, I would have rented another unit higher ** in the complex or rented from another unit at a different property all together. 

      ******** is not being honest and forthright in her responses to me and absolutely misrepresented her property. 

  Sincerely,
  
  *****************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩