Elite Pacific Properties

We put a 50% deposit on a Maui vacation property for a June vacation date. Due to the ongoing Covid-19 travel restructions we are not able to make the trip. The company is refusing to refund our deposit, and has only offered a travel voucher that is only good for the same exact unit we rented at a future date. The value of the voucher doesn't include the security deposit we put down and they have not refunded that amount back to us. There is no guarantee this specific unit will be available in the future at a time that our family can travel.

I originally booked a vacation to Honolulu, Hawaii through ***. Since my booking the owner has hired Elite Pacific to manage the property. Because of Covid-19 and the 14 day mandatory quarantine we are unable to visit Honolulu. I request a refund from Elite Pacific and was denied. I was told I would be given a voucher for the amount of my rental. This is unacceptable!!

In addition Elite Pacific if also guilty of price gouging. We originally booked the property for $1,935.41 per night because of the charge for extra people. There were 19 of us going. Elite Pacific has raised the price to $2,000 per night with a cap of 12 people. They have no properties available for our group that are not several thousand more to rent.
Therefore, it is to their benefit to only give a voucher.

They are using their blanket Covid refund policy as an excuse to not give refunds. They say it is not their fault we can’t take advantage of our vacation. Guess what it’s not our fault either. We paid in good faith and since our vacation hasn’t started where did our money go? As a private individual we saved so our family could take a vacation. We will be out thousand of dollars. Elite on the other hand can take advantage of the small business loans from the government.

After searching for months to find the perfect property to celebrate my 60th Birthday with my family, we found what we thought would be our dream vacation with Elite Pacific Properties. Unfortunately due to Covid-19, we had to cancel our reservation. We felt that under the circumstances, the cancellation policy would or should be modified. Instead, even though we canceled over 90 days ahead of time, we were disappointed to see that they held onto 10% of the total reservation, not just the initial deposit. *** saw fit to give us all of our money back, but not EPP. In these difficult times with so many changes to our lives, and so many companies and people coming together to support each other, this penalty, as they call it, seems that they are taking advantage of the situation. Because of Covid-19, we are missing out on a dream vacation, the property owner loses a rental, and the property manager makes money. We feel that 10% of our deposit is fair, but 10% of our total rental seems very unfair considering the times we are currently living in. Thank you for your time.

Elite Pacific properties does an amazing job with marketing and allowing the sales process to be seemless.

In June 2019 we reserved a house in Kauai through ***, with Elite. The charged us a small deposit. In November 2019 my wife was diagnosed with breast cancer and had a lumpectomy. I contacted Elite about this before making our final payment, and they recommended we purchase insurance with them through ***. We made the final payment in January, including the trip insurance premium. In March 2020 my wife was advised not to travel due to being immunocompromised from her cancer treatments, and we cancelled the reservation with Elite. They agreed to refund us our security deposit, and cleaning fee, but refused to give a refund for the rental fee, even though at that point our flights had been cancelled due to the covid outbreak. They recommended we file a claim with ***, which we did. We waited >30 days and finally heard that *** was denying our claim (because we didn't buy the insurance back in June 2019, which Elite never offered us). We have no plans to return to Kauai, so the voucher they are offering us will not work. We would like a full refund of the rental charges. I am a first responder who was ordered to stay home to work in April and May; my wife is an RN caring for covid patients, and she has breast cancer! We should be allowed a refund, because of our own circumstances, but also because it was Elite who improperly advised us to purchase their trip insurance with the 2nd payment (they should have allowed us to purchase it in June). Their lack of knowledge of the trip insurance policy they are selling led to a denial of coverage for us.

Our family had booked a vacation rental. Due to Covid 19 we are unable to travel. The borders are closed. It is unfortunate but our family circumstance is such that we will not be able to rebook for anytime in the foreseeable future. This company has hidden behind non-refundable policies and those of their booking organization. Our family had every intent of visiting Hawaii and enjoying our stay. It had taken us several years of planning to get to a point in which we could afford the expense and organize our schedules and the schedules of our boys, their wives, and now our two young grandchildren. The company initially intimated that the trip was non refundable and that the Covid 19 was entirely out of their control. But they did suggest that a credit may be extended. I explained our circumstances including that a credit would not be helpful to us as we would not be able to utilize the credit. It was then suggested that a 50% refund might be available, as that is the minimum suggested by *** (their booking platform.) When we contacted ***, we were told that the amount of refund would be determined by the company, Elite Pacific. This is an extraordinary situation, no one could have planned for this. We are unable to travel and we are unable to utilize a credit in the next couple of years. On April 3rd we were offered a 50% refund and a 50% credit. Unfortunately, we are unable to use a credit. The behaviour here is not good business, our family circumstance is such that we are unable to utilize a credit. We are unable to travel, the borders are closed. It is our hopes that the state of Hawaii, the US Federal Government and any business interruption insurance will be able to assist companies and property owners during this time of crises; however, you do not take it out on a tourist who cannot travel due to closed borders and travel bans, quarantines and potential virus exposure.
Respectfully

My family and I booked a vacation rental through Elite Pacific Properties (EPP) in January 2020 before the COVID-19 pandemic hit. Then, in March, both Canada and the United States closed their borders for leisure travel as well as as grounding all international non-essential travel via commercial flights. As a Canadian, there is no way for me to get to Hawaii and I have no idea when I will be able to 1)afford to travel to Hawaii again, 2) be legally allowed to. EPP is only offering a one time rebook within a year that in non-refundable and non-changeable; again, may not be able to travel in a years time. Also, part of my family includes my four year old daughter and my elderly mother who are both considered part of the vulnerable population for the COVID virus. I reached out to EPP on two occasions to seek a refund due to all these extenuating circumstances however EPP is unwilling to refund. Both other vacation rentals that we had booked for Hawaii in the same time frame gave us FULL refunds, no hassles.

We had a vacation rental booked with this company prior to the nationwide emergency and shelter-in-place ordered by our Governor. In order to travel, we would have had to take my elderly mother out during this pandemic, putting her health at risk. All restaurants are closed in the city we are travelling too. Supplies are in short order. Unlike other travel entities, and despite the request from ***, Elite refused to provide a refund. We only have the option to re-book our trip. There is no way we can re-book at this time and plan to travel with my elderly mother when this may mean putting her at risk. They are inflexible and not willing to provide a refund. They want me to put myself and my family at risk and travel during a time when we have been advised to shelter at home.

To Whom It May Concern: We booked a vacation rental for our family on January 21, 2020 on the island of Kona through Elite Pacific Vacations. We paid $8,963.54 on January 22 for the rental period of 4/10-4/17/2020. Due to COVID-19 and the prohibiting of travel, remanding everyone to "Stay in Place," as well as the discovery of my immune compromised status, we left a message for the Guest Relations Manager and also sent an email to their reservation support on March 17, 2020. We reviewed the policy that Elite posted on its website and we met all the criteria the policy stated. We kindly requested our money back for a vacation that we were FORCED to cancel and also relayed my new cancer diagnosis and the unknown time frame for cancer treatment(s). I offered them documentation proving my cancer diagnosis. We received an email response from Kate on March 20, stating that they acknowledged my health condition but their cancellation policy is firm and they would provide us with a voucher for rebooking within 1 year. We are completely devastated and I personally find this upsetting to say the least. We could use this money to survive like everyone, if not more because of my health crisis and cost of cancer treatments. We have used other rental companies in the past and have a stellar rental history with all and have been pleased. This is our first experience with Elite Pacific and we are beyond disappointed with their response and offer. Also, this company stands out for their lack of concern for everyone in a historical time of crisis, and also personally the lack of compassion for me and my family. Refusing to issue a refund despite meeting their criteria is essentially telling us they don't care if we are having a hard time financially, if we can feed our kids or even worse pay for a cancer procedure. Vacation is a luxury that many of us now have to rethink in a time of national crisis and Elite Pacific doesn't seem to care.

Please return our rental fee! We made a reservation and paid for a stay at a property in Kauai from April 18 thru April 24. The national pandemic has since taken over our lives on all levels. The amount we paid to Elite Properties is $4047.30 and they refuse our refund request. Three of our party have a military no domestic travel order through May 11. Proof of this was provided to Elite Properties. They refuse to refund our rental fee, but offered to give us a credit for one year. They can't possibly know if they will be in business in the months to come, or when travel will resume. We are not willing to risk exposure under any circumstances. We live in Washington State, the center of the Coronavirus outbreak. We are currently self quarantined to eliminate the spread of the virus. Another of our party is an ICU nurse on the front line of this crisis at a hospital, who also may be quarantined after any shift. It is unimaginable that during these extraordinary times they will not return our money. Elite Properties appears to be taking advantage of us and possibly others who scheduled rentals during these dates. We understand these are trying times for all, but retaining ours and others' thousands of dollars for reservations impossible to fulfill (now or in the immediate future) is not acceptable. There is no known date when we or anyone can freely travel again. Our military family will be deploying soon for months (Special Forces are always at the ready). We made this reservation in good faith and were all looking forward to our stay. We believe the request of refund is not exceptional and we honestly cannot believe refunds were not given without asking during the current national crisis and the dates of our rental. To have to write this saddens all of us. We implore Elite Properties to do the right thing. Regards and good health to all.

To who this may concern:
My family and I have a vacation booked in Kona for 4/24-4/29. Obviously, it’s not gonna happendue to coved-19. Long story short, I have contacted the rental company in regards to cancelling and having our money refunded... I was basically told no moneys would ever be refunded but vouchers would be issued. I know personally that the economic effects of this will not permit my family to vacation for possibly yrs!! We could really use that refund... I don’t believe this is unreasonable to ask for in these times!!! What I am trying to bring to your attention is that your state is asking people to kindly stay away but vacation rental company’s are not refunding cancellations... something wrong with this!!! I will be happy to provide all documentation from rental company... including there “extenuating circumstance policy.” This is Horrible behavior by a business and Hawaii should be aware! I can be contacted at *** for more details or via email. I truely hope something is done about this. I will speak to anyone who will listen and help find justice in my situation.
Sincerely

On Jan 17th 2020 I made a reservation arriving on 1-17-20 and departing on 1-20-20 for $4,003.87.
My reservation Number is ***.
Elite Pacific Reservations confirmed in an email "We have received your payment and my reservation was paid in full."
Upon checking into the room on Friday 1-17-20 the managing resort "***" charged the same credit card a second time in a double billing fraud charge of $3,991.20. My rep confirmed it was a fraudulent charge and said the double payment would be returned "Immediately." I never received the return from the fraud charge until 3 days later. In the meantime, my guests credit card was Fraudulently charged again for $4,003.49. He has not received a refund for the second fraud charge. Lastly, the resort billed $1,119.57 for incidentals and did not send any receipt or any itemized transaction invoice. It is pour opinion this is a fraudulent enterprise and they have a history of accidentally placing multiple fraud charges illegally for pre paid resort rooms.

Dont use this company! Placed a $5000 deposit on rental. Ran full amount, never sent confirmation. Then without any reason they cancelled our reservation without reason or cause.