Complaints

• Initial Complaint

  09/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We rented a condo from Maui Life Realty months in advance (receipts available upon request). Upon arrival we received a phone call from ************************* telling us that there is an issue with the condo (something about termites) and he will need us to move to another condo on Saturday, 6 days after our arrival and that Maui Life would credit us two days stay for the inconvenience. We agreed provided that the condo would accommodate all 8 of us as we did not want to be separated and the location would be similar. We were moved to a condo that could only accommodate 5, had no hot water and the roof was leaking just inside the entrance. We called ****** to inform him of the situation. He told me he would call me back and the only solution was to find another condo (which he did and was very nice, no issues). However, it was not even in the same building, was a significant walk to the beach (our original condo was a 5 minute walk with a partial beach view). As you can imagine it was quite an inconvenience to move 8 people. Plus the fact that I missed a trip to **** waiting for ****** to reply with the second condo information. He received notice at 10:44 a.m and did not bother calling me back. I finally called him at about 5pm requesting the information; he then forwarded me the email he had received at 10:44 am. He never addressed the issue regarding the lack of hot water and the roof leaking. Cold showers have a way of ruining your vacation. It was terrible. At minimum, he should do as promised and reimburse us however at this point, the complete lack of caring and substandard accommodations should result in a full refund. I can provide receipts and emails upon request/

  

  Business response

  10/01/2022

  My employee ****** had correspondence with this incident, in his words he describes the events as follows. "On 9/7/22 I went to do a pre-arrival check for ************* L-105. When I went to the front desk to get keys for my arrival, the front desk informed me that the reservation would be impacted by the termite tenting that was scheduled for 9/10. I contacted ******************** at prior to check in, to inform her of the miscommunication and that we would be happy to get accommodations for the two nights that were impacted during her stay. The original rental agreement listed only 5 guest when there was actually 8; which was problematic finding lodging for 8 at such quick notice. We found lodging at the ********* Royal G302 a two bedroom. We secured this suite through a third party management company on the 9/9/22 and thought we had situation handled. We came to discover that the sofa didnt have the pull out option, so we were short bedding for 4 people. We secured another room at the ********* Royal. I spoke with *********************, and explained the other room would not be check-in ready until 4pm. She told me they were going to **** for the day, which was a perfect window of time needed to refresh the new suite. ******************** reached out to me on 9/10 at 4:22 wondering if I was going to contact her about the other room. It was my misunderstanding, and I thought she was going to contact me on her way back from ****. She had in fact, not to my knowledge, not gone to **** and waited for my response. 
  
  While staying at the ********* Royal the ******** family experienced situations in the units that were beyond Maui Life Realtys authority to rectify. (lack of hot water in one suite and a water leak in the second)
  ******************** relayed this information to me, which I in turn, relayed to ****************. They assured me that the issues would be addressed and checked out.
  **************** did not have any correspondence back to me regarding the leaks and hot water issues until the day of check out on 9/12/2022. The guests had already vacated the units by this time. Any efforts made were too late.
  
  ******************** emailed me reporting her daughter might have left her fire stick in the **101 unit. I reached out to ****************, but nothing was reported found or recovered. This was an unfortunate series of events and MLRP LLC DBA Maui Life Realty did its best to rectify the situation and accommodate the guests with in our means."

   

  We encured costs that far exceeded the rental revenue received by ***************************** in attempt to provide ******************** with the best possible solution. Attached is a copy of the Rental Folio between Maui Life Realty and ******************** as well as the folio's between Maui Life Realty and ****************. The rental revenue received by Maui Life Realty is in the amount of $1,600.02 for 5 nights. We incurred costs of $1,607.43 to rent D101 for ******************** and $1,494.94 to rent G302. In total we incurred costs of ******** which resulted in a total loss to Maui Life Realty of $1,502.35. 
  

  Attached is a copy of our rental agreement which states on pg. 4 "A FULL REFUND WILL ALSO BE MADE IF THE PROPERTY BECOMES UNFIT FOR HABITATION DURING THE **** RESERVED AND IN MLRP LLCS OPINION NO EQUIVALENT SUBSTITUTE CAN BE FOUND." The unit became unfit for habitation and MLRP LLC's opinion was that G302 was an "equivalent substitute" because of the circumstances that occurred at G302, MLRP LLC found a second "equivalent substitute". We did everything that we could to fulfill the accommodations for ******************** and her group and even incurred substantial cost to MLRP LLC in order to fulfill them.
  

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