ComplaintsforHawaiian Americana Realty, Inc

• Initial Complaint

  11/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Stayed at one of their condo locations in ********, ******- ****** - the Unit # was **** from dates 11/9/23-11/14/23. The unit was disgustingly dirty, cheaply furnished. Shower curtain had mold stain and rod was being held by a ziplock bag. During our stay we had to endure 3 days of little to no shower accessibility due to a backed up shower tub. Someone also walked into the unit after our check in time to drop off a blanket. Something that should have been done prior to our arrival. This reservation was done through Airbnb and they claim they are only able to refund $186 from my entire stay because the host needs to approve reimbursement of the remainder which i was told they refuse to do. I am seeking for reimbursement of my 3 night out of the 5 where we had bathroom issues. Plus my cleaning fee, since no cleaning was ever done to begin with. I payed $206.67 per night plus $166.00 cleaning fee. They are also not posting my review from my current stay.

  Business response

  11/30/2023

  Im sorry to hear that you did not share the 5-star experience that our guests who have stayed before and after you have, although I understand that no two experiences are alike and expectations vary. The refund that was approved is more the standard Airbnb policy based on slow drain issue reported, however neither Airbnb or our company agree with your request for a 100% refund of three nights, as that is far too excessive considering the slow drain issue that you experienced during your stay that only affected two nights. As a guest you did have the option to checkout with a full refund of your unused nights, however you choose to stay for the entire five nights, and then expecting a 100% refund of three nights, which is not an option. As a property Host on Airbnb we have absolutely no control over the posting of guest reviews, if Airbnb has chosen to not post your review then Airbnb review standard's has a reason for not posting.

  Customer response

  11/30/2023

   
  Complaint: 20924801
  
  I am rejecting this response because:
  Ive attached the maximum allowed pictures however I have plenty more to show the conditions of the unit. WE WERE NEVER OFFERED AN OPTION TO LEAVE because trust me I would have. They didnt even call me back until Saturday. I arrived Thursday. ****** told me  nothing was taken care off Thursday and Friday because he was off and his manager ***** was supposed to take care of the issue and he didnt. How that is my problem Im unsure. The shower was not draining at all after day 1, dont know what u mean by slow drain it WASNT draining at all.  After waiting till someone came to unclog the nasty shower SATURDAY EVENING cleaning crew never came up clean to clean the place they came Sunday ONLY to scrub the tub and cleaned nothing else. When the toilet practically has mold growing on it and shower curtain as well. Why didnt you touch on the subject that someone Also walked into to unit AFTER we checked in. You are scamming people with false advertising on your property listing. 
  -******************************;

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ************************ promised a full refund due to knowingly renting out a room to ** with mold growth and water damage. See the attached pictures of water damage and mold growth and a screenshot documenting a statement from **** that we are to receive 100% full refund. Putting unknowing customers lives and health at risk.

  Business response

  04/28/2023

  the complainant has received a full refund - the claim that we 'knowingly' rented an apartment with issues is absurd - the once in a year significant rain storm caused water intrusion that was cleaned up by our staff the following morning after the rain event - the complainant made various false claims and 'inches deep' water and 'water bugs' as if water bugs swam in with the rain. At one point the complainant wanted to stay in the apartment with a partial refund. We where uncomfortable with this arrangement and encouraged them to checkout with a full refund - the full refund has been issued

  Customer response

  04/28/2023

   
  Complaint: 19981936
  Yes, I have received a full refund however it took taking this to this extent to receive when it could have been handled much sooner and quieter. 
  The host offered a 50% discount but staying in the unit was NEVER an option for us which is why we demanded a full refund and left once that was an acceptable option. No false claims were made as multiple employees agreed this is a regular occurrence when it rains due to the building needing repair. Mold on the walls does not appear immediately it requires time to form and there were many locations where mold was grown on the walls and curtains. 
  
  Sincerely,
  
  ****** Dos ******

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