ComplaintsforMaui Resort Rentals

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 14, 2023 I paid a deposit for a condo rental on Maui $848.00 was to VRBO and $4781.22 was to Maui Resort Rentals on my credit card. Because of the fires my rental was cancelled. VRBO promptly refunded $848.00. Maui Resort Rentals has refunded $4642.26 to my credit card on 8/22, They told me the $4781.22 would come in two separate credits one for $4642.26 and a second for $******. I have repeatedly called them over the past two months. Each time they tell me they refunded the $****** to my credit card. They have not done so. My credit card company has searched for this on two separate occasions and has no such refund. I'd like the balance of my deposit (******) to be refunded to me.

  

  Business response

  10/25/2023

  Please see included screen shot showing proof of full refund. We have no funds remaining for this guest.

  Customer response

  10/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We rented two units at the ********* resort from Maui Resort Rentals from Jan 23 - Feb 4. The day after we checked into our second rental, my husband remembered that he had accidentally left some things behind at the first. He had emptied the following contents of his carry-on into a drawer so we could use it at the beach: Bose headphones, baby headphones, a notebook, computer charger, and our personal truck keys. We never used them during our stay or removed them from that location. We dont THINK we left our things there, we are SURE. We called MRR right away to get them back and to our surprise and confusion, they had no record of anyone turning them in. We walked over to leave a note for the new guests who were renting that unit and we were able to speak to them directly. They looked and nothing was there. This means that our belongings were in the unit when we checked out and gone when the new guests checked in. This leaves one explanation - a staff member working for MRR took them. It may have been our mistake for forgetting our belongings but that does not excuse someone from stealing them. They should have been turned in to lost and found and we should have been notified.We had tried endlessly to retrieve our things, including a report with hotel security. My husband spoke to ******* at MRR, who was rude and condescending. He told her our only remaining idea was to a police report. She begged him not to, saying things like Please dont, these people have families. As if its ok to steal from our family, but not ok be held accountable? At the end of the conversation, they made an agreement that MRR would compensate us for our losses. My husband suggested making a list of the items and their value and emailing it to them the next day. She agreed. When we tried to follow up with them they just said to go ahead and make a police report, they wouldnt be compensating us for anything, we had no proof, and we must have misunderstood what ******* had said.

  

  Business response

  03/03/2023

  Aloha and thank you for your communication. As property managers we collect and hold a good deal of personal items that guests leave behind, and we regret that your items were not found.  It is standard operating procedure for our housekeeping team to collect and identify by date and room # all items left behind, and daily our team turns in a wide variety of both expensive and inexpensive items.
  
  We understand that you are certain you left the items behind, however, these items were not found by an MRR staff member. And while we understand your skepticism, we also trust that our staff is honest and values their employment more than a few random items. Theft of any kind is not okay, ever, and at no time did we consider your situation or loss to be insignificant. We endeavor to treat all of our guests with kindness and respect, so please accept our sincere apologies if you felt otherwise.  
  
  Our guest experience manager spoke with the staff that attended the room and searched in all areas of lost & found in case your items were incorrectly stored, but nothing has turned up.  You may also still file a report with the **********************.
  
  
  We will continue to watch for your items, but we will not offer a refund. We wish you all the best with your future travels.  Maui Resort Rentals
  
  

  Customer response

  03/13/2023

  I do not accept this response and I still hold Maui Resort Rentals responsible for our losses. I cannot fathom a scenario where and entire drawer of belongings just disappears. What other explanation is there? Again, once we put our things in the drawer we never removed or used them during our stay. We didnt bring them anywhere and leave them behind. We didnt let anyone else into our room. We didnt just misplace them. Any honest company would see this and make an effort to rectify the situation. We would not have wasted days of our vacation and time afterwards trying to retrieve our things/get compensation if we were not 100% confident that we were stolen from. Their refusal is unbelievable. 
  

   

  They keys alone cost us $450. Without them, we had no way of getting home from the airport after our return flight. We couldnt just get a ride because we need a car seat for our toddler. For that reason, we parked my husband's truck at the airports long-term parking garage so we could drive ourselves home. Instead, we had to find a safe way home, drive back to the airport and hire a locksmith to both open the truck and make a new key. Add this to the Bose headphones, baby headphones, work notebook, and computer charger, and were well over $800.

   

  We are not asking for a refund. We are asking that Maui Resort Rentals uphold their ORIGINAL AGREEMENT made on the phone by ******* on February 1 for fair compensation. 

   

   

   

   

   

   

• Initial Complaint

  09/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After receiving an email from ******** stating I could earn double points if I booked soon at a Homes and Villas property, I booked a 3 BR Villa in Maui from 2/11-2/19 at ********* Resort. After I paid 50% down and received a confirmation number, I received an email saying thank you for booking a 1 BR villa. I called right away because I was concerned they said thank you for reserving a 1 BR when I reserved a 3 BR for my family. After being bounced around multiple times by both ********, Homes and ****** because each said they couldn't help me, I finally reached someone who said he could help. I was soon told all they could do was cancel my reservation and I could book a new one. The problem now is that the room I booked was $715/night and now a similar room is $1,700/night. I have told ******** now on several occasions, I don't want to cancel my room, I simply want ******** to honor the reservation I made. They have repeatedly said no and have now canceled my reservation. They only thing they say is that there was a website glitch and I shouldn't have been able to book that room at such a great rate. Now, I don't have a room, I don't have double points and my only option to rebook will cost me more than $10,000 more than my original booking. I feel this is a bait and switch program and am hoping to get resolution as well as save other customers from having similar experiences.

  

  Business response

  09/08/2022

  Aloha and mahalo for your feedback. Please understand that, unlike a *************** the properties listed on the Homes and Villas by Marriott website are all privately owned residences. Maui Resort Rentals is a local Maui-based luxury vacation rental manager and we market the properties we manage on a number of third-party listing sitesincluding Homes and Villas by Marriott. All of these marketing channels are integrated with our property management system via a number of software integrations. Unfortunately, in your case, there was a bug with the Homes and Villas by Marriott integration that caused you to believe that you were booking a 3 bedroom residence for the price of a 1 bedrooma nearly 60% discount. Once you received the one-bedroom confirmation you reached out for clarification, first to Marriott and then to MRR. After we explained the situation you were understandably frustrated to hear that we could not honor your 3 bedroom at the 1 bedroom price. The reality is that we confirm close to ****** reservations a year, and while we do occasionally have technology glitches, this is the first and only time we have seen this particular issue. While we would love to be able to give you a 3 bedroom residence for the price of a 1 bedroom, neither MRR, nor Homes and Villas by ******** owns these residences. Therefore, in this particular situation we feel the only resolution fair for all parties involved is to simply cancel your 1 bedroom reservation and refund you 100% of your deposit monies. Again we are very sorry for the confusion and frustration, but in this case we stand by our original resolution.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family rented a suite at ********* Resort in Maui. Cost was $1600+ a day plus $600 cleaning fee at end. We were there 8 days from June 14 to June 21st.The first night I got bed bugs from the futon ******************** left. The futon was completely bagged in the kitchen and when we arrived (only minutes after they finished cleaning the room) I took the futon out on the balcony where I was going to sleep. I woke ** in the morning with bed bug bites all over. At least thirty and it was GROSS. I called the property management company and within an hour they removed the futon after asking me three times if I got any photos of the futon and I said no. I was in the shower cleaning myself when they took the futon. After the futon was gone they then called pest control to check the suite. I didnt understand because the futon was where the bugs were, there were none in the 3 rooms in the suite. I was the only one with bed bugs out of our group of seven. I was the only one to have the futon. The pest control company inspected the suite and found no bed bugs, and I said OK, well what about the futon... He looked confused and said he had not seen it. I was assured he would see it that day. Two days later I asked for the report and it took them all day to get it because the pest control had not looked at it... So I am sure they did not give him the correct futon two days later. He added an addendum that the futon had no bed bugs. At the same time I got a Doctors Letter stating I had bed bugs and was being treated because they were oozing. I also have photos for 9 of the past 10 days (couldn't get pictures on the day I flew home) Some bites are getting better, but others are infected and will be leaving scars. I have the letter from the Doctor. ******************** is unscrupulous and unprofessional. I have more to say regarding the upkeep of the room, throw up on the curtains, different colored paint on the walls covering up holes, balcony table all frayed-more with pictures

  

  Business response

  06/25/2022

  While we appreciate your desire to sleep outside on the lanai, a tropical environment is well-known to have biting bugs of all sorts and sleeping outdoors (without a mosquito net) is very uncommon. Your doctors note does not state they are bed bug bites but are consistent with bed bug bites. As you slept outdoors with exposed skin you could have been bitten by any number of tropical bugs. Its also possible you had an allergic reaction to bug bites, hence our offer to purchase you some special soap. This offer was made in a vein of kindness and no sarcasm was intended. You stated you had skin sensitivities and we wanted to help lessen your discomfort. We are also perplexed as to your understanding of the bites, in that you state the bites were on the top of your hands, arms and one leg, which were all exposed, but had no bites on your stomach, back or covered leg. This is not consistent with bed bug bites. Please understand that as property managers we make roughly 500 beds per week and if we have bugs of any kind, we want to know. We must know. ************************ (report attached) and the *************** (report attached) both provided written documentation that they found no evidence of bed bugs. Neither bugs, eggs nor their excrement was found. Neither in the unit, the futon bag, nor our warehouse or any of the futon beds & bags that were inspected. As you were still upset about the situation, threatening us with legal action and demanding restitution, we offered you a 100% refund of your monies so that you may leave and find another accommodation, which you declined. On June 16th you sent us a text stating: Since you removed the futon with the bed bugs which came in a closed bag and was never in any room accept the kitchen and balcony we are comfortable to stay. We then moved forward trusting that the issue was resolved to your satisfaction. For the remainder of your stay our guest experience team had the opportunity to speak with you and your father (the registered host) daily. You state we made your vacation a nightmare, yet your father had only wonderful things to say about the unit, resort, and our service. We also provided your group daily shuttle service with 16 complimentary rides. Thank you. Maui Resort Rentals

  Customer response

  06/26/2022

   
  Complaint: 17475620
  
  I am rejecting this response because:

  The explanation said that they received a letter from the ******************** and the *********************************. The ********************************* said that all futons in the warehouse had bed bug covers. The futon I had the first night I slept on the lanai did not have a bed bug cover, however the futon we received for the second day did have a bed bug cover. I slept on the lanai the whole vacation and never got any more bug bites, I am sure the futon that was shown to the ************ WAS NOT the futon I slept on. 

  I am 11 days past the bed bug night incident. The bites are still visible. New pictures attached.  The response says that bed bugs can be anywhere on the body, however according to Web MD bed bugs: Where on the body do bedbug bites occur? Bedbugs can bite any part of your body. However, they'll normally bite areas of skin that are exposed while you sleep. This includes your ******************, arms, and hands. Mosquito bites last ***** hours. Spider bites last a week. Bed bugs last 7 to 14 days... The new attached photos are day 11. The first night, when I received the bites from the futon that DID NOT have a bed bug cover, I was covered the whole night by the comforter they provided (perhaps that was where the bed bugs were). The only bites on my body are on the exposed skin under the comforter, except for one bite on my eyelid. 

  The explanation says that they were going to let us out of our agreement. We did not and never did have a problem with the suite. We had a problem with the futon the first night giving me bed bugs. As they took the futon away within an hour of our call reporting the bed bugs we could get pictures because I was in the shower and cleaning up. There was never a problem with the soap and at no time did I indicate I had skin problems. We had a problem with them not assisting us by paying for the doctor visit to get the medication. We were offered free towels and sheet service daily for the remainder of the vacation that we never received. 

  The explanation said that I was threatening legal action. After we received the offer for the free sheet and towel service I did ask that they reimburse me for pain and suffering for the bed bugs as well as reimburse me for the doctors visit and medication. I told them if they did not I would move forward with further action.

  The explanation referred to my comment that the vacation was a nightmare. My family had a great time. We did utilize their shuttle service, which was exceptional and included in the price of the excessively priced rental. The experience for me was a nightmare. I had itchy bed bug bites the whole vacation. I could not be in the sun for more than fifteen minutes because the welts from the bugs began to itch excessively. I had to sit in the shade the whole trip. 

  Just as they disregarded and did not listen to my needs after receiving the bites the first night, they again are disregarding that I got the bed bugs from their uncovered futon.

   

  I am again asking for reimbursement of the medical expenses due to their futon and for pain and suffering and probable lifelong bed bug scars and my hand and leg.

   

  Regards, 

  ***********************

  The explanation said that they spoke with my Dad, the person who signed the lease, daily. Speaking to my dad today, he told me he did not talk to them daily.

  
  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. ↩