ComplaintsforMaui Rental Group LLC
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Complaint Details
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Initial Complaint
03/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
The condition of this rental unit was not acceptable, I call when I first got there with the complaints of the condition of the unit. emailed with the complaints, was told someone would be out to correct the issue.As the photos show, for the money and the beautiful property, this unit is not acceptable. Have seen other units in this complex and none were in this condition.The Maui rental group should not be allowed to continue renting this unit.I wait to hear what you can do. Thanking you in advance for any help you can assist with.Business response
03/20/2024
We sincerely apologize for missing the **** on this occasion, *****. Providing a comfortable and enjoyable experience for our guests is our top priority, and we regret that we fell short of your expectations. Your feedback is extremely important to us, and we take your concerns very seriously. Our home is scheduled for painting in June when there's an opening, as we're trying to avoid moving any reservations. We're also in the process of replacing the bedroom furniture. Additionally, the bedroom just got new carpeting. We're also upgrading the ** in the living room, and we just received our upholstery/carpet vacuum, so we'll be working on the furniture next. We appreciate you bringing these concerns to our attention, but we will not be able to refund your stay.Initial Complaint
03/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Maui Rental Group reservation #******, starting Feb 28th, 2024.Arrived into ***** on Feb 28th to stay in a vacation rental at Paific Shores A-209 in *****, and check out on March 13th, 2024. No door code provided in a timely manner !This is gross negligence on the part of Maui Rental Group.Maui Rental Group failed to provide a "door code" to the unit prior my arrival, and upon arrival. I could get access to the unit. I called Maui Rental office many times that late afternoon of Feb 28th, and left detailed voice mails on all the phone options. No response. I waited until 6 pm, and still nobody got back to me by phone nor email I was basically stranded to spend the night outside. Checked nearby hotels....all booked. I found a room at ************* in *****, and they only had 1 room left, with a minimum 2 night stay. I had no choice but to stay there and pay for the 2 nights ($1241 total). Still no word from Maui Rental Group to inform me of the door code. The next day (Feb 29th), I did not receive any phone calls nor email from Maui Rental Group, until later that day (after many calls and emails) I finally received the door code by late afternoon of Feb 29th. But I had already paid ************* ($1241) for 2 nights (required). I am asking Maui Rental Group for a full refund of $1241. I have emailed them the receipt from ************* several times. Still no response, nor apology, for my stressful experience and extra cost. Where is the Aloha ? Pono ?They can refund the $1241, back on the same credit card I used to pay for the rental in full ($3400 +)....card ending in #**** ******* I am scheduled to return to ******* on March 13th, 2024. I hope to resolve this before I leave, and receive a full refund ($1241). Please assist me in getting this refund. Call them if possible at following contact info: Maui Rental Group *********************************************************** ************** ******************************* *************** ---------Sincerely,******************* ************ **********************Business response
03/08/2024
******, we sincerely apologize for the inconvenience and frustration you experienced due to the delay in receiving the door code. Providing timely and efficient communication, along with seamless access to our properties, is of utmost importance to us, and we deeply regret falling short of this standard during your stay. We take your feedback seriously and will be reviewing our processes to ensure that such issues are addressed promptly and effectively in the future. As for refunding you $1241 for your two nights at *************, you filed a chargeback against us, so we must wait for the bank's mediation before we can proceed.
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.