Kona Vacation Rentals Reviews (%countItem)
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Kona Vacation Rentals Rating
Address: 75-5995 Kuakini Hwy Ste 311, Kailua Kona, Hawaii, United States, 96740-2123
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I have 3 issues with Kona Vacation Rentals: 1) Quoted price differentials: months before our arrival we had issues with the KVR contract charges not matching the *** quote. 2) The expensive condo we rented was an unmitigated disaster! 3) The company owners/employees do not follow thru on promises of financial adjustment. Plus they are unavailable and unresponsive. Their office appears to be a fake front--I visited several times on various days & hours and it was all locked up with blacked out windows.. Calls on the phone are rarely answered--just leave a message for a later call back.
issue #1) 6 mos. before arrival, there was a $500 dollar difference between the quote and the contract; it was adjusted eventually down to a $103 difference. I agreed to that sum because it was more reasonable & it was too late to find anything else. They seemed nice on the phone so I assumed if I visited their office to show my paper quotes, it would be fixed, but no one was ever in the office.
We arrived around midnight and had great difficulty with the lock box: We awoke in the morning to find a mess! It had not been cleaned since the last tenants! There were old grounds in the coffee machine, old food in a dirty refrigerator, Wet laundry in both the washer and dryer - no towels, not even 1 square of toilet paper, no sponge, soap, dishcloths, paper towels etc. The carpet was badly stained; the furniture was equally dilapidated and filthy. The linen closet was a jumbled mess of unfolded unmatched bedding and towels. It was overall poorly equipped. The cookware was unsafe, it's non-stick coating peeling off into the food! And we paid $2500 for 10 days for this?? I called and left a message with "Cindy" who returned the call and was sympathetic and offered to refund our cleaning fee ( on 12/30) -not received yet- Several follow-up Visits to their office were futile -because it is an unmanned office. I even requested that someone come and inspect the property.
Revdex.com Response to Guest Complaint
We are sorry your expectations were not met; and have made
changes with our third party partners to prevent these types of things from
occurring in the future.
1. We have refunded the
difference of $103.00 for the nightly rental rate based on your ***
invoice of $2,417.80 and the
booking/contract amount of $2,520.83 dated
August 201*. Your original booking
on *** July 201was for 14 nights in the amount of
$2,*41.60. This was
modified by you on *** August to 12 nights which changed the total amount
to $2,520.83. At the time of both
the original
booking and the modification we have signed Reservation
Agreements for each of these bookings.
Please note that *** is a
third party marketer for Kona Vacation Rentals, and although we work closely
with *** and
mistakes were made. When you modified your original stay
(14 to 12 nights on *** August, 201*), it caused ‘miscommunication’ between
*** and our property management software. We had discussions about this
in both August and again in December 201*.
The issue of refunding the nightly
rental rate has been rectified and your account has been credited.
2. We contract with a third
party housekeeping service who was notified after you contacted our office
on *** December 201at 11.13 AM.
Cindy returned your call and discussed
your concerns including offering to have housekeeping return to completely
clean the condo, which you
declined. The housekeeping company has 15
fulltime employees; however 6 of them were out with the flu which hit Kona
hard this year. There
is no excuse for not having your condo ready when
you arrived, however when you spoke and in your numerous emails with
Cindy, you
declined her offer to have housekeeping come to clean.
We have refunded the total cleaning
fees of $135.41, which is the total cleaning fee. The total of $214.*** you
reference in your complaint
includes both damage protection insurance and a
reservation fee. These fees reflect the
difference between the two amounts and both are
paid out to third party
vendors. However, if you reference both your signed Reservation Agreements;
July 201and December 201*, you
will see these fees are detailed in separate
lines.3. Your complaint refers to
your stay being 10 nights; however your reservation was 12 nights (*** December to *** January 2020).
Additionally, you mention coming to our office to find it
‘unmanned’ and ‘blacked out windows’ implying (and stating) the office was
a ‘front’.
This could not be more inaccurate! Our office is located in
Pottery Terrace, suite 311, right across the street from the West Hawaii
Association
of Realtors. There are only two tinted windows which are for
sun protection. The two clear glass French doors are glass from top to
bottom
which make the reception area clearly visible. There are two signs;
above the door is Kona Rentals and on the glass French doors is West
Hawaii Property Services, Inc.
A confluence of unfortunate
circumstances coincided with one of our busiest seasons and your visit. As I
mentioned, this past flu season was
particularly bad in Kona and it hit Kona
Vacation Rentals too. We had 3 people out from Christmas through and the first
week of the New Year.
It would have been helpful if you had called the office
(or the emergency number printed on all your documents and in the condo
notebook) to
let us know you were coming by for a visit. We would have been happy meet you; however
you did not provide us the chance. We maintain
fully functioning office and
staff.
After reviewing your email
correspondence with Cindy, there is no mention of wanting to meet in our
office. In one of the emails Cindy offered
to have housekeeping come and
perform a complete clean which you declined.
4. Your reference to our
staff not following through and your numerous calls. After reviewing our
phone records for our main phone number
***, Cindy’s direct line
*** and our emergency phone line ***, there are no
inbound calls from your mobile
number ending in ***,
except for two on *** December 201prior to your arrival. Our emergency
number (0827) is printed on all of our email
correspondence, booking
confirmation, Reservation Agreement, Check-In Instructions, in the
recorded voice mail message during non-business
hours and there were 5
text messages sent to you that included our emergency number.
As stated above, our numbers our
available on numerous documents, voice mails and text messages. So I’m unclear
as to your comments of
‘unavailable and unresponsive’, since Cindy and you seemed
to have emailed numerous times.
Once again, I regret your experience did not meet your
expectations. We offered to rectify some of the problems and were not given the
opportunity to do so. We have refunded the $103.00 for the difference in our Reservation
Agreement and the invoice from ***.
Additionally, the $135.41 departure
cleaning fee was refunded. These should both reflect on your CC statement today
or tomorrow.Thank you for your feedback so we can improve our services.Mahalo,Craig *. M
Executive Vice President/Owner
West Hawaii Property Services, Inc.
Dba Kona Vacation Rentals
Attachments:
Vacation Rent Payments screen shot showing two refunds;
$103.00 and $135.41
*** July 201– signed Reservation Agreement
*** August 201– signed Reservation Agreement – modified
*** Invoice showing $2,417.80
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
However, I have checked both my Credit Cards and the two refunds that they said they have issued have not posted to either of my credit cards. Recently my purse was stolen and both my cards now have new numbers but that should not be a problem. .
Sincerely
I have been using Kona Vacation Rentals (West Hawaii Property Services) to manage my rental condo in Hawaii since 2011. In February 2018 I sold the condo and stopped using their rental services. Since then I have been trying to get them to send me my owners statement for February 2018 (my last owners statement), which I need for filing my 2018 taxes. After repeated calls and emails they still have not sent me my final owners statement. By contract they also need to file with Hawaii government the GET and TA taxes that they collected from vacationers who rented my unit in 2018. I would like confirmation that they paid these Hawaii taxes on my behalf, as required by Hawaii law. These two documents are things that they have supplied to me for 2017 and previous years that they managed my vacation rental condo, so I am not sure why they are not providing them to me in 2018. I need these to file my 2018 taxes so this is very important.
Aloha,
Mr *** is correct that we did not provide his statement timely per his request and our policy. We were in the midst of a software conversion, an error made by the new software provider created havoc in eliminating all owner and vendor statements and we lost an integral person in accounting for a period of the past 6 months. She is still not back full time.
Unfortunately those things are our problem and should not have been an issue for Mr.. We have since sent him the statement he requested and will be forwarding his tax filing to him via email. We are not offering excuses, Mr *** is correct that we let this fall through the cracks.
We offer our most sincere apologies.
Craig *. M
Vice President, Kona Vacation Rentals