ComplaintsforSouth Kohala Management Corp.

• Initial Complaint

  04/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rented the Mauna Kea Fairways H**3737373730383438**H #** home for a stay March ****, 2023. The home is described on the H34**3433383335353730H website as: "Located on a choice home site, the property is optimally positioned on a bluff providing for exceptional 200 degree views of the ocean, H3835**353238**3832H coastline and Maui off in the distance. A long driveway separates the home from other Mauna Kea residences, affording the utmost seclusion. Fairways H**3737373730383438**H **************************************** adult groups, offering three private master suites and picture-perfect outdoor spaces." Nowhere in the website description does it call out that there is an active construction site next door. There are tractors excavating the yard, extremely noisy and a complete lack of privacy. There were 3 tractors working on the landscaping (one **** away from the supposedly peaceful pool of our rented home) each weekday we were there. Additionally, workers were on the roof of the home next door cutting stacked stone at 9am on a Saturday. We NEVER would have booked and paid over $30,000 for our stay if we knew we had little peace and quiet and unable to use the pool during the day without the noise and onlookers.To add to our frustration, the swimming pool was filthy dirty. We realize that the strong winds were to blame. but the pool technician didn't arrive until March 7th! Then more winds arrived that same afternoon, and because the pool sweep was broken, the pool remained filthy dirty the entire time we were there. It was unusable.We complained often via phone call/email, but little acknowledgement of the issues. They did credit us the cost of 1 night's stay, but the home was falsely advertised and at no point during our 12 night/13 day stay was the pool usable, and during at least 8 of the days there was so much noise and disruption from the construction next door that we had little ***************** do have several videos if useful to you. Unfortunately I cannot upload them here.

  

  Business response

  04/21/2023

  *****,

  I appreciate the feedback from this guest and I am sorry that she did not have the vacation experience that she was hoping for. In this case, my company did communicate with Mrs. *************;on an almost daily basis during her 11-night stay. In regards to the pool, the Big Island experienced a damaging week-long windstorm (one of the worst in living memory) during her stay. We sent the pool vendor over several times and did our best considering the extreme circumstances. We provided two complimentary housekeeping services to the guest to replenish linens, clean the property and address debris from the storm. I feel our communication and course of action was appropriate given the unusual circumstances.
  
  
  As for the construction, a neighboring property began undergoing renovations around the time the guest arrived. Unfortunately, projects at private homes are not required to notify neighbors in ******, and we were unaware of the work until it started. I believe we offered fair compensation to the guest - a night of rent back plus taxes, totaling $2,654.15 - to account for the disruption of the project. Two of our property managers checked regularly and found the noise was intermittent and within the confines of working hours on weekdays. 
  
  
  We pride ourselves on being expedient and available for our guests, and we do offer compensation and free service to guests in unusual circumstances when forces outside of our control impact enjoyment of the property. In this case, we did offer both compensation and free services to the guest, and did our best to make her stay as enjoyable as possible. 
  
  
  Mahalo,
  *************************
  President & Principal Broker
  South Kohala Management
  Luxury Vacation Rentals on ******* Big Island
  www.southkohala.com

  Customer response

  04/25/2023

   
  Complaint: 19941895
  
  I am rejecting this response because:

  South Kohala Management's response is simply untrue.  The pool technician came only 1 time during our stay and it was on Tuesday, March 7th, 5 days into our 12 day stay.  The winds came again after the pool technician cleaned the pool and because the pool sweep remained broken the entire stay, at no time was the pool usable.  When I spoke with someone from the management team, she said that "their people" had visited the site and did not hear any noise.  I have videos of several days that certainly illustrate that these tractors (there were 3) were working throughout the week days. They had clearly been working well before our arrival.  The home appeared to be nearly complete and the yard was well underway, so for them to say that they were unaware of the construction and the noise is unimaginable. 
  I do have many videos during our stay that I am happy to share but cannot do so here as the file type is not allowed.
  Feel free to call me anytime.
  
  Sincerely,
  
  ***********************************

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