ComplaintsforKBM Hawaii

• Initial Complaint

  07/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dear Airbnb/KBM Resorts Re: Full Compensation for obstructed view, balcony access, privacy violation and ** issues on 6/19-6/26. I am writing to express my disappointment and frustration with the poor experience I had at ************ on 6/19-6/26. Despite my enthusiasm and expectations, the rental property failed to meet my standards, leading to a distressing and unacceptable experience.The issues I faced were:1. **Obstructed View:** The ocean view from our accommodation was obscured by multiple boom lifts. It was fraudulently advertised as what the view provided in the Airbnb listing. 2. **Balcony Access:** The balcony was prepped, primed and painted and unavailable for use on multiple days. There was a Danger sign posted on the window during our visit. 3. **Privacy Invasion:** An unannounced male worker entered our Airbnb, compromising our privacy safety and security as my daughters were in the shower and not fully dressed. Which has caused an extreme amount of stress. On a second occasion another make worker came unannounced with a utility cart to remove the baloney light fixtures which left electrical exposed and unable to use. There were also several male workers who gained access to the balcony unannounced and unwelcome while we were inside partially dressed. 4. **** issues**We experienced a dysfunction with the ** in 2 rooms. We expressed our concerns multiple times via direct messaging and phone calls. Problem was never resolved. I believe that Airbnb/KBM Resorts should take responsibility for the subpar experience and provide full compensation for the inconvenience and distress caused. I am requesting full compensation for the illegal incidents that occurred during our stay. The property was fraudulently advertised and rented and due to your negligence our daughters suffered emotional trauma and severe distress.

  Business response

  07/04/2024

  Aloha *****************************,

  We do apologize for any inconvenience and consistent with our previous correspondence have escalated your concerns directly to **************** for review.  KBM Resort's primary goal is to ensure each guest has an outstanding vacation experience and are excited to host you and your ohana on your next island vacation.  

  Mahalo,

  *****
  Director, Guest Experience

• Initial Complaint

  01/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  ***********, acting through a listing from VRBO is failing to refund payment after they cancelled a pre-booked reservation though they have stated repeatedly that the reservation has been cancelled and your full refund will be issued.

  Customer response

  01/27/2024

  This correspondence is regarding BBB further information, regarding the failure of identified $3780.51 refund payment by *********** for a cancelled **** reservation.  In it we will provide timeline with attached supportive documentation.
  

  Unfortunately, our assertion is that ***********, acting through a listing from **** is failing to refund payment after they cancelled a pre-booked reservation though they have stated repeatedly that the reservation has been cancelled and your full refund will be issued.
  

  Below is a timeline of events:
  

  May 22, 2023,     **** Booking of *************: ************ NAP-C18, Ocean Front Spacious Villa, Vrbo reservation ID:144647HHBB from Sunday, March 17 to Tuesday, March 26.
  It was understood at the time the cancellation policy was half the payment made at that time and we had up to December 31st to cancel for a full refund.
  

  May 24, 2023,      Charge of $3780.51 posted to **** of America card ending 2015 from KBM HAWAII *********** CA
  

  January 3, 2024, 2PM PST, ********************* received a phone call from **************. She answered and the female caller identified themself as a KBM representative and stated that the unit we had rented at Mapili Point NAP-C18, would not be available on the dates reserved and we could either cancel at a full refund or book at an alternate site that they chose.
  

  Jan, 3 email correspondence from ***** Services @ KBM to ********************* email listing the alternative that they were offering (LOK B203)
  ***** was at work and could not look at the listing or respond until later.
  

  January 4, 2024, 2:08PM PST, ********************* contacted ************** and spoke to a male representative informing him that the unit would not work for our needs, and we would like to have them cancel for a full refund. His reply was that they would get that cancelled and a refund would be issued.
  

  January 5, 2024, 9:10AM PST, ********************* contacted ************** (KBM) to ask for a cancellation confirmation as it had not yet been cancelled via the **** site as agreed. She did not receive any written documentation from KBM and found this odd.
  

  January 5, 2024, 11:54AM PST, ********************* contacted ************** (Vrbo guest services) to request information and inform them that the listing had not yet been cancelled. While she was on hold, **** contacted *********** and patched into a 3-way phone conversation.  In that conversation KBM confirmed the cancellation and stated that it could take up to 8 days for a full refund to post to the original form of payment.  ********************* requested an email as documentation of the cancellation.
  

  Jan 5 email correspondence from ***** Services @ KBM to ********************* stating ****************, your reservation was cancelled, and we will be issuing a full refund. Mahalo
  

  Jan 5 vrbo chat correspondence with KMB stating ****************, The reservation has been cancelled and your full refund will be issued this week.  Please let me know if I can help with anything else.  ******************
  

  January 7, 2024, 12:06PM PST, ********************* contacted ************** (Vrbo guest services) to inquire about the refund and if it had been recorded on the app.  Vrbo placed ********************* on hold while they contacted KBM on her behalf.  While she was on hold with Vrbo, KBM put Vrbo on hold for 56 minutes at which time Vrbo disconnected from KBM and informed ********************* that vrbo was not responding to their inquiry and they (vrbo) would be instigating a fraud investigation and would contact ********************* within two days (which did not happen).
  ********************* sent a message to KBM through the Vrbo chat stating Please cancel this booking as confirmed via email and message, vrbo is aware (attached)
  

  January 8, 2024, KBM responded through vrbo chat stating this reservation has been cancelled (attached)
  An immediate response from ********************* on the chat stated that vrbo doesnt reflect that info
  

  January 9, 2024, KBM sent a message through the Vrbo chat stating we have processed your refund. It might take up to ************************************* your original form of payment. Please contact your bank for further updates
  

  January 9, 2024, 12:**** PST, ********************* contacted ************** (Vrbo guest services) for a status update and they stated their portion of the service fees were in process of being refunded.
  

  January 16, 2024, 9:55AM PST, (11 days after the January 5 conversation) ********************* contacted ************** (Vrbo guest services) informing of the lack of refund from KBM.  Vrbo again placed ********************* on hold while they contacted KBM on her behalf.  While she was on hold with Vrbo, KBM put Vrbo on hold for 36 minutes at which time Vrbo disconnected from KBM and informed ********************* that KBM was not coming back to the line.
  

  January 16, 2024, (approximately 10AM PST) ********************* placed a one star ****** review in hopes to have KMB contact her regarding the situation.
  At 11:16AM PST, ***** from ***********, contacted ********************* phone from ************ and stated that the refund had been issued on January 15th back to the original form of payment and it could take up to a week to see the funds on the credit card.
  

  January 24, 2024, 11:35AM PST, ********************* contacted ************** (Vrbo guest services) and spoke to ***** they tried again to contact *********** who again did not respond.  **** stated that they were referring this to the ********************* with an attached case number ********* and informed her that someone from vrbo would get back to her within 2 business days (which again did not happen).
  

  January 24, 2024, ********************* contacted **** of America and requested to open a claim to dispute charges.
  

  January 25, 2024, ********************* sent a message to KBM through the Vrbo chat stating Refund has not posted still (attached)
  Response to that chat from KBM stated ****************, The refund was sent by check to the following address: *************************************************************************** It should arrive shortly. *****************
  

  ********************* responded with Okay. Please provide check number, date it was mailed and if it was sent certified for tracking
  

  No response to that request as of this date.

  We are available for any follow-up questions that your investigation team might have.
  

  Thank you for taking the time to review this request.
  

  Sincerely,
  ******** and *********************

  Business response

  02/07/2024

  ****************,

  We confirmed your refund of $3780.51 was mailed payable to "*********************" to the following address:

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

  If you have not received, please call ** at *************** and our accounting team can place a stop pay and reissue to a new address.  Please note, once a stop pay is entered, DO NOT attempt to deposit the original check as it will be declined by your bank.

  Mahalo and see you soon,
  

  ***********.

  Customer response

  02/08/2024

   
  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.

  Thank you for your efforts in this matter, they were extremely helpful.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/25/2023, I reserved a condo in Maui for the period of 7/31/20204-8/8/2024. On 9/26/2023, I cancelled the reservation and acknowledged that I would receive a ************* minus a $99.00 processing fee. After a dozen or more phone calls and emails, we have yet to receive our refund. Our calls now go straight to voicemail, no calls are being returned. To note, we incurred credit card interest charges due to the open balance. I have spoken with ********************* and "Dear" who state the refund request was sent to accounting, will follow through but have heard nothing.

  Business response

  11/12/2023

  Aloha!

  Your refund was already processed, feel free to reach out anytime for status or tracking at ***************************

  Mahalo,

  KBM Resorts

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a condo through *********** - for 9/2/2023-9/8/2023 in *******, West Maui. Due to the Maui Fires, they were advising tourists not come there and instead save all the resources (including lodging) for all the residents impacted. In addition, the emergency declaration in place and the disaster declaration by the President made it very clear that non-essential travel should be avoided. We reached out to *********** multiple times via phone and email to request to cancel our reservation and asked for a full refund but received zero response from them. They finally replied on 8/24/23 (8 days before our reservation was set to start) and told us they would not be offering us a refund. This seems completely unacceptable given the circumstances.

  Business response

  09/21/2023

  Aloha,

  Thank you for sharing your complaint regarding our delayed response times while we had no power, no internet, and no phone service after the deadliest fire in ** history.  

  We sure do apologize for the inconvenience this disaster has caused you, and our normally stellar response times and exemplarily customer service tarnished while we pick up the pieces of our community.
  
  Looks like all your complaints and demands were resolved successfully, and gosh we sure do hope you come see us soon to share all your magnetic energy and aloha spirit with aloha!

  Mahalo!
  

  Customer response

  09/24/2023

   
  Complaint: 20634643
  
  I am rejecting this response because:

  The issue has not been resolved. Our complaint was not directed to the employees of KMB Resorts and the delayed response times caused by the Maui fires. Our complaint is directed to the business and how this business is choosing to operate. In their response it was acknowledged that their employees were without power for weeks, as we had mentioned in our initial complaint to help provide context. We chose to cancel because of this and other reasons, requested a refund, but that request was rejected. Even as KMBs employees along with the entire area were struggling with a lack of resources, we were still asked about our arrival? Seems like KBMs aloha spirit consists of keeping customers money regardless of the situation. We just want a refund for a rental that we never stayed at because of the disaster that happened in Maui. 
  
  Sincerely,
  
  *********************

  Business response

  10/19/2023

  Aloha ****** please reach out ************, and we can help you with any questions or next steps.  Unfortunately the BBB does not have any customer service agents to help you.

  Mahalo,

  ***********

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have booked a room 8/26 in ********* managed by *********** right next to the Maui ******* Fires. Maui Officials are advising no one travel to the area for nonessential purposes and water is not safe to drink there. Also a large portion of the area lost power and internet services. We have called and emailed for over a week and have gotten 0 response from the resorts on cancelling and receiving a credit. They will not provide any such credit in writing and are not responding to any of our correspondence. We need to change flights and make other arrangements, but would like to know the company is not going to keep our over $7000 for a room that is not able to be used.

  Business response

  09/07/2023

  *********************************!

  We do apologize for the inconvenience this disaster has caused you, and our normally stellar response times and exemplarily customer service tarnished while we pick up the pieces of our community.
  

  While we have offices at all our locations (Maui, Big Island, Oahu, **********, ****, Colorado), it is our Maui employees that receive your phone calls and emails. Regrettably, we have been without an ************* and/or wifi for weeks, so when we say "give us time", we really mean "give Hawaii Telecom time to get the wifi on so we can get some work done!"

  Looks like your refund was processed and come see us soon. Mahalo!

• Initial Complaint

  08/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a reservation with *********** in Maui, ** for 08-27-2023-08-31-2023. Then the wildfires broke out on Maui and we have all read of the distruction that has occurred. The Governor of HI closed tourisim for the Island and air lines and all other resorts and hotels were giving full refunds. When I called *********** they told me that they would not issue a refund for the dates of the stay. Even the hotels on the other islands were giving full refunds to guest so they could have space for displaced persons from Maui. I continue to reach out, but get no response from KBM.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked ******* Bay Villa unit 37G1 directly through KMB Hawaii (also goes by KBM Resorts and KBM Properties) on 19Jul2022 for a stay on 26Aug22 to 02Sep22. I was forced to move out due to cockroaches infestation in the unit after staying there for 2 nights. Initial arrival was ~9pm on 26Aug. Initial problem was noticed on the day of 28Aug. Called KMB immediately upon notice (one large ***** in the kitchen), which they assured me was a normal sighting on the island). I agreed for them to spray on the outside that day with high hopes that this is only a one time sighting. That turned out to be a waste of my time, money and a lot of undue stress. I left the unit for a few hrs that day & when came back around 8pm I started noticing multiple roaches all over the mattress (2nd bed) on the second floor, bath, and hallways. I was forced to find a resort in the last minute, pack and move that evening. I spent extra money for having to rebook in the last minute. I requested a refund for a full stay considering the inconvenience and undue stress. The staff from KBM did not contact me immediately with a solution. They reached out to me on Wed 31Aug offering to refund for 4 nights only, even though I stayed there 2 nights and moved out before the 3rd night. They also said the refund would be conditional upon me not posting any reviews or images of the issue in their condo. I think its an absurd for the business to be asking a customer to conceal a problem. I did not agree to this and did not accept the refund for 4 nights only. I expect a full refund. Thus, I opened a dispute with my bank on 31Aug. My bank agreed to only pursue a refund request for 5 nights. However, the company has not yet responded to the dispute nor have refunded anything to me. At this point I want to get a full refund (not 5 nights nor 4 nights but all 7) for my nightmare stay at a condo 37G1 managed by KBM Hawaii/Resorts. My vacation was ruined, I wasted ************* and incurred undue stress. Thanks

  Business response

  10/10/2022

  *********************
  199 ************
  *****, ** 60124
  Daytime Phone: **************
  
  Aloha *****!
  
  During your visit our staff attempted to quickly resolve your issue, regrettably you would not take our calls other than to communicate 'deal with my credit card company'.  As per your request, your resolution is being handled by your credit card company and you can contact them for updates and status.
  
  The Hawaiian Islands are home to many of nature's beautiful creatures, including the mourning, *****-toed, and fox gecko.  Our culture considers them good luck when encountered.  Your arrival package included information on these creatures, as well as a recommendation not to leave food out for extended periods of time or bring in boxes from ****** which may contain unwanted hitchhikers.
  
  Mahalo.
  

  Customer response

  10/10/2022

   
  Complaint: 18139224
  
  I am rejecting this response because:I did not take your call when I had 4 days left on the island after I moved, because I was trying to enjoy what I had left of my vacation. However, I did sent you a very informative email on Aug 31st, to which you did not respond nor tried to contact me, and I sent you another email on Sep 4th, when I returned home, to which you also did not respond. 

  Your current response sounds pathetic, if you are comparing geckos to cockroaches. Cockroaches and beautiful creates like geckos are totally different creatures from different animal kingdoms.

   

  I wanted you to refund me all the money for the inconvenience and when I spoke with you on the phone when on the island you refused and said you would only refund for 4 nights (even though I left after 2 nights out of 7). Again, you had ruined my birthday, you ruined my vacation, and I am still paranoid about getting roaches at my home after about a month now. 

   

  You response just proves how irresponsible you are about this situation. 

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

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I reserved a 3 bedroom condo on 12/19/2020 with a check in date of 12/26/2021 with a reserved guaranteed deposit. The reservation was made with KBM Resorts. They have sent me an email stating the unit I reserved is now not available and that I would need to take a smaller unit. I feel I have been misled by the misrepresentation of this company. They took a deposit from me and sent me a guaranteed reservation confirmation and now 11 days before I fly out are not able to provide what I purchased. they should not be able to book reservations and not have the unit available to their customers.

  Business response

  01/09/2022

  Aloha ******,

   

  I am very sorry for your loss and have your family in my thoughts and prayers.  Per our many phone and email correspondences, I successfully upgraded your villa to your expectations and upon departure you shared your 5/5 experience with me that you enjoyed a wonderful Maui vacation and look forward to coming back again.

   

  I look forward to having you back next year and call me direct ************ for our return guest discount and upgraded accommodations as we discussed.

   

  Mahalo,

  *****

  KBM Resorts

  Customer response

  01/09/2022

   
  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

  11/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a luxury ocean view condo with KBM for 8 nights (KBM Resorts Reservation #***-227-549). About 2 weeks before our departure we received a call from KBM regards to extensive repair work that will take place to the condo during our stay. They offered discount but since we are going to the island for my husband's 50th birthday the sight of exterior scaffold and constant noise will ruin our vacation. Due to the very short notice the alternatives they provided also didn't work out. KBM promised on the phone many times that they will cancel the reservation and give us a full refund. However we still didn't receive any email confirmation of refund or the extra refund after a week. After the cancellation we spent 2 days to search for a new place and another $7000 for the new booking. It was extremely stressful. Meanwhile we still haven't received $4467.20 refund for the cancelled booking after many calls to the company. We request KBM Hawaii to refund us full amount of $4456.20 as soon as possible. There were many reasonably priced condos during the time we booked with KBM, but everything is booked because of the holiday season by the time we tried to rebook. We are not asking for the money we had to overpay for the new booking but simply the cancelled booking that is not of our fault.

  Business response

  11/20/2021

  Aloha *******,

  We do apologize for the inconvenience the ****** Resort temporarily closed unexpectedly to perform emergency spalling repairs to ensure the structural integrity of the cement lanais that protrude from each villa.  We confirmed your full refund on November 12 and your refund check was processed to your address of record ************************************************ on November 15.  

  As we noted on the phone, the US ************** takes up to 10 days to deliver mail from Hawaii to ********** and your refund has only been in the mail for 48 hours.  Please be patient, your full refund is on the way.

  We look forward to having you back next year!

  Mahalo,

  KBM Resorts

• Initial Complaint

  08/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On April 23, 2021 , KBM Maui offered to refund me of funds that they had been holding on a condo reservation cancellation in 2020 that was due to forced cancellation during Covid -19 travel restrictions to Hawaii. The original amount was $1751.24 . KBM said they would refund the $1751.24 minus a $99 fee. Please see email regarding this offer to my wife, ******** *******, who has been handling much of this correspondence. Then on 4/27/21 KBM emailed that the refund was approved by accounting and would be received by mail in 2 to 3 weeks. On 5/28/21 we emailed to state the check had never been received. On 6/4/21we emailed again. KBM responded and said they would look into the matter and again asked for our mailing address. On 7/6/21 ,KBM emailed and claimed to have re-issued a check to us in June that was never received. KBM Is now not responding to our 7/30/21 or our 8/10/21 email requesting information regarding the refund. We seek $1650.24 refund for Res# *********

  Business response

  08/25/2021

  Good morning,

   

  A refund check for $1650.24 was already processed once in May 2021, stopped and reissued at your request again in July 2021, both issued to ***** ******* and sent to your home address at ***** ***** **** ** ****** ***** ** *****.

   

  ***** L****** already signed and deposited the refund check into your bank account August 11, 2021 with a confirmation number of RTBN7-J8HMK.

   

  It seems your right hand is not talking to your left hand.

   

  If you need a copy of the check you deposited into your bank account just let us know.

   

  Customer response

  08/25/2021

  
  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. I do want to bring attention to the fact that this check was not received or deposited before filing a complaint with the Better Business Bureau. So for KBM to add a little insult about “right hand not talking to the left hand” was unnecessary and unprofessional of KBM. 
  
  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. ↩