ComplaintsforAli'i Resorts, LLC

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a vacation on July 9th for September 10th to 15th, to Maui prior to the fires in Maui. This is my first trip and vacation in over 7 years. We was looking forward to taking our 1st trip together and enjoying out time away. The fire caused us to revisit the decision, based on health concerns and reports on the news. We tried to cancel and obtain a refund via VRBO and Ali'i Resorts, LLC via email and the websites. On August 21st, we spoke to ****** with VRBO and CS **** ****** and Office Manager, ************** with ***** - both companies refused to refund our $2,000 booking fees. Stating we needed to cancel within the 60 days window, (we booked within the 60 days window). We explained that the fire brings up health concerns for us and it is not safe to travel to Maui. We have contact with residents on Maui and they have information stating the air and water are not healthy. I have Asthma and autoimmune illnesses requiring me to take extra precautions, especially when traveling.Our children and family need us around after a vacation. Because these resort management companies are greedy, they are refusing to submit a refund.I need this company to issue our refund as soon as possible.

  

  Business response

  09/01/2023

  Many challenges have presented themselves because of the Maui Wildfires.  Our teams have followed regular cancel policy, when possible, with the focus of supporting the Maui economy.  (This policy is attached to each confirmation and is posted on our websites.) We appreciate your support and understanding but know its difficult at times to see this picture. 
  For this stay, we were able to offer credit to use on a ***********.  We want to thank the ********** for their support of **** in accepting this offer.  If you have travel insurance and can make a claim,they will cover based on health matters, we will work with you on that.  We encourage all travelers to purchase travel insurance for any stay, especially if they have health concerns.
  For other readers of this post, please know that when you visit ******,you are not just on vacation. You are also contributing to the economic well-being of the state and its residents. 
  Please keep or put a ******** vacation on your calendar to support the recovery of the ***************

• Initial Complaint

  04/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Stay: August *****, 2022 Upon our arrival at the ************ #***, after a grueling 20-hour travel, we were disheartened to discover unsatisfactory conditions, despite having paid a nightly rate of $595. The bed sheets in the master bedroom were found to be covered in hair, while the corners of the comforter were tarnished black due to dirt. As my young children quickly went to bed, the following morning we were disgusted to discover that one of the beds in the second bedroom had a large yellow stain and pillowcases smudged with mascara. This issue was escalated to customer service, who assured us that the situation would be remedied and the unit would be cleaned.(We also received notice the first morning that the unit was scheduled to undergo fumigation and thus we had to vacate for a few hours on the second day.)Upon our return that evening, we were dismayed to find that only the sheets in the master bedroom had been changed, while the comforter had not been removed and not replaced. The bed in the second bedroom was still covered with the yellow-stained mattress pad, and the pillows remained blemished with mascara. Housekeeping was called again, and upon inspection, discovered that the yellow stain had seeped through to the mattress. Housekeeping placed the soiled linens into the unit washing machine I was left to wash the remaining sheets in the washing machine for several hours, which frequently shut off during the spin cycle.On the third night, we returned to the unit to discover that the air conditioning unit was not working. It would turn on, run for a brief period, and then turn off. After several failed attempts to fix the problem, customer service was contacted, who advised me to locate the breaker box. This proved to be a challenge, and when finally found, it was only a temporary solution. The outside unit was found to be covered in dust and debris, which suggested inadequate maintenance and care, as per the manufacturer's guidelines. A resolution was not found until the next day, and we were left to open all the windows and shift sleeping arrangements, as we were uncomfortable with our young children sleeping with open windows facing the street-accessible hallway. The ceiling fan was also found to be hanging loosely and prevented it from being used.It is essential to note that additional maintenance issues were discovered, such as the dishwasher failing to run correctly and emitting a foul odor. The washing machine was also found to be stuck on one cycle for up to two hours on spin and wash. The cleanliness of the kitchen cabinets was also inadequate, with grime coating them, and the floor was covered with sand upon first day arrival. Even the coffee machine displayed the "clean" light.As a gesture of goodwill, we were promised compensation for our troubles after our trip. We contacted several individuals, including ********************, *********************, *********************, and ***************************, and after many emails, we were offered 10% off a future stay at the same condo and $350, which we never received. After several more attempts to resolve the matter, we were told that "This letter closes the matter of compensation."We appreciate your attention to this matter and would appreciate prompt resolution to these issues.

  

  Business response

  05/01/2023

  Dear ******************,

  I am sorry to hear that you had any issues during your stay,and I appreciate you working with our teams to resolve your concerns.

  After receiving your letter and reviewing the notes on your experience, I find it necessary to note that your stay was from August 23rd through the 30th of August 2022. The owner of the condo was paid out for your stay at the close of that month which presented some challenges with your request as it came into our office on October 13th, 2022, 44 days after your departure from the island. Future stay compensation was offered considering this timing.

  We notify guests at the earliest opportunity after receiving notifications from properties on items such as pest control.  This is why you receive a notification on August 22nd. 

  We check on guests the day after arrival to resolve any such issues and, ideally, resolve them immediately. ***** in our office conveyed this to you when she made an arrival call to you and asked that you report anything that was amiss. We appreciate the details you provided. With immediate service, compensation is not provided. In this case, you experienced one day delay in getting service, and you received $350 compensation for cleanliness issues.  This payment was issued and sent to the address on file which matches that of your complaint to the BBB. 

  The ** breaker did trip, and we appreciate you working to troubleshoot this issue.  We cannot predict when these instances will occur. Service was ordered and rendered at the ** vendor's first available time. 

  Please note that the contract signed by you states that, "Alii Resorts, LLC will communicate with guests as Alii Resorts is notified of disruptions to the tenants' enjoyment due to construction projects, noise at neighboring properties, or interruption in available amenities. Properties are treated professionally for insect control. Additional measures are available upon request. Appliances and electronics which include but are not limited to;air conditioning units, TVs, DVD players, water heaters, washers/dryers,internet, and ************* are known to be in operation upon arrival unless the guest is notified otherwise. The guest accepts that unexpected impacts happen due to construction projects, noise at neighboring properties,interruption in available amenities, insects, failed appliances/electronics,and interruptions in utilities including but not limited to the internet may occur and the guest agrees to hold *************************/Owner harmless for such incidents.Alii Resorts, LLC agrees to make good faith efforts to resolve the reported problem as quickly as possible.

  Alii Resorts will work to ensure that all appliances and equipment are in proper working order. The unexpected failure of any equipment/appliances will not constitute a guest refund. Provided that Alii Resorts is promptly notified of any property or equipment defects,malfunctions, or damages, be assured that Alii Resorts will work to remedy the breakdown as soon as possible to minimize guest inconvenience." Alii Resorts did work to remedy the breakdown as soon as possible to minimize your inconvenience with the reported items.

  We offered 5% off a future stay.  We extended this to be a 10% total discount off a future stay in this condo next year and $100 off the guest service fee.  I further extended this offer to 10% off a future stay in this condo available for a stay within two years and a credit of the $350 on the guest service fee. We postmarked check #***** on 11/2/2022 in the amount of $350 to the same address listed in your BBB complaint.  A stop payment was issued on this check (our expense) and we are issuing you a replacement check.  It will be sent to the same address.

  We wish you the best with your future travels.

  Sincerely,

  Alii Resorts

  Customer response

  05/22/2023

  Hello,

   

  I missed the 7 day window to respond as I was out of the country until yesterday, but would like to provide a response.

  The resolution provided is not adequate for the amount of issues that we endured and does not meet my request for compensation.

   

  Thank you

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

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After seeing a picture of a condo at ************** #*** on line, my friend and I made a reservation and received a confirmation. We arrived on 9/22/22 and were shocked by the appearance of the place. It was unlivable! We left our shoes at the door and walked around with bare feet and they became black from the dirty floor. The furnishings were not what was shown in the picture on line. The glass top tables had glass and cup stains. The pull-out sofa did not have a mattress; it had a four-inch mattress topper. My friend slept on it and complained about her body aching the next day.When the property manager, ***************************** from ***** Resorts, LLC, called to see how we were doing, we expressed our complaints. He came right over with clip board in hand. During the walk through, he made many notes as to what he was seeing. He offered us two options (1) FULL REFUND or (2) another condo at this property. Sounds fair we thought. We opted for the full refund and expected to apply the refund to another condo in *****. What ***** considered full refund was $1600.00, for six nights not used. He kept the full amount of all taxes and fees, which amounted to almost $1,000.00. We were charged those same fees at **** H** Kai where we did stay. Why were we charged taxes and fees for an unused stay? Who gets the money from the taxes and fees for the unused stay? This looks like an unscrupulous and dishonest way to do business. I look forward to your reply. I have posted my experience to our Neighborhood daily bulletin and received many comments. Maui is a wonderful place and now I have made people aware of dishonest business practices used in condo rentals. I'd like to be able to repost that this was a misunderstanding and that ************** did refund all of the money. This was a "Bait and switch" tactic used by a disreputable property manager, *****************************.

  Customer response

  10/24/2022

  ************** #***

  Mailing Address:  ****************************** 96753

  Physical Address:  ************************************** 96753

  Managed by:  Ali'i Resorts - *****************************

  Dates: 9/22 - 2/27/2022

  

  Business response

  11/04/2022

  Dear ******************,
  We are in receipt of your complaint to the Better Business Bureau.  Our previous communications have addressed this experience as well as the resolution process. We will share the details with the BBB, as this is the next step in this process. This reservation was under the name of ********************* as the primary guest.
  We disputed the chargeback that was issued by ********************* via Discover for the case in the amount of $994.24.
  ****** booked a reservation with us in July 2022 for a stay to commence September *****, 2022 (a total of 7 nights). The cost of this reservation (including 7 nights of rent, taxes, fees, and a travel insurance policy) was $2597.00 and was paid in full by July 27, 2022.
  A signed rental agreement including cancellation policies was signed by ********************* for this reservation on July 26, 2022.
  On September 23, 2022, 1 day into Kathies reservation with us after 1-night spent in the rental, she communicated by phone with us that she was unhappy with the cleanliness of her rental accommodations. We offered to send our housekeeping staff back into the condo to perform cleaning. The guest refused this solution and instead wanted to check out earlier than her original departure date and find alternate accommodations elsewhere. Our cancellation policy is to retain all funds paid toward reservations for any cancellations within 60 days of arrival, including an early departure. ****** signed the rental agreement with this policy. We made an exception to our policy and offered for ****** to depart early with a refund of any nights not stayed in the rental.
  Kathies party checked out of the accommodations on 9/23/22 (after staying 1 night).
  On 9/27/22, our company issued a refund to her for the 6 nights that she would not be occupying the rental. The refund totaled $1683.79 ($1602.76 refunded to a credit card on file ending: ****) ($81.03 issued by check #***** and mailed on 9/27/22). Our rental manager communicated this by phone with ****** on 9/27/22.
  As the guest occupied 1 full night in the rental, we retained 1 night of rent/taxes, check-in fees, and the **************** Policy as this was non-refundable per the **************** Policy provider. The guest was refunded for all nights they did not occupy the condo and applicable taxes for those nights.
  I have included the following attached documents for review: A signed rental agreement of all cancellation policies, a statement reflecting refunds processed, print-screen of reservation notes documenting communications with the guest. Please feel free to contact me if you have any questions.
  Mahalo,
  ***************************
  

  Customer response

  11/09/2022

   
  Complaint: 18172204
  
  I am rejecting this response because: There is no question about paying the one night's stay.  The question is why the fees and taxes were not refunded for the unused rooms. We chose other accommodations and had to pay those same fees and taxes.  Also, how can you possibly know the condition of this condo unless you were there to see it?  Your determination was made by hearsay.  It was unlivable. When ***** arrived to see what were complaining about he jotted a lot of notes as he walked around the unit.  ***** said he could offer two options:  "to stay in another unit on the property OR FULL REFUND".  He did not say we will be keeping the fees and taxes.  Full refund means all money paid except for the one night we stayed.  Unfortunately, I did not take many pictures since I had no idea it would come to this.  During these crucial times of inflation, I really need that money.
  
  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. ↩