Complaints

This profile includes complaints for Maui Paradise Properties's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Maui Paradise Properties

  910 Honoapiilani Hwy STE 2 Lahaina, HI 96761-1587

• 

  Maui Paradise Properties

  PO Box 1247 Kihei, HI 96753

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/18/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After booking a luxury condo experience via Maui Paradise Properties (henceforth MPP), we arrived to find a property that had fallen into disrepair, with a broken back door lock; broken windows; filthy window screens, floors and rugs; abundant bugs (several roaches and even a centipede that crawled onto my leg as I sat at the kitchen table), and more. We logged complaints months ago with via email and voicemail, and had one discussion on April 4, 2023 with a person named ****. **** was initially apologetic and responsive to our concerns in our phone call, but has since disappeared. **** indicated during the April 4 call that he could probably refund us at least $500, and then said he'd speak more with the property owner. But from what we can find, he never came back with any refund or follow-up.Weve stayed at another condo in ****** at this price point (and other locations at lower price points) and experienced nothing of this sort, so we know this is an exceptional negative experience.Although MPP claims that they would have solved all our issues during our stay if we'd contacted them:- The lock to the kitchen door was **deliberately** left broken by with a sign from MPP indicating it was known already to be out of service - a security risk and a logistics frustration as we couldnt walk out that door to the beach. - The washing machine was extensively rusted/moldy. We saw no way this could be easily fixed while we waited.- Midway through our visit, the living room painting crashed down from the wall in the middle of the night, startling us awake and preventing us from sleeping through the night.- There were cleanliness and damage concerns that could not have been addressed without a disruptive, multi-hour deep cleaning (filthy window screens and floors/rugs), major repairs (broken door/windows), fumigation for abundant bugs (which the brochure indicated wasnt going to get any attention because we were in the tropics and should expect bugs).

  Business Response

  Date: 11/30/2023

  ************** has given us great information which we have used for repairs and requested upgrades with the owner of the unit which were very helpful in getting these upgrades completed. Most all of the cleanliness items are continually addressed as the majority of the concerns voiced are continually happening throughout our management of all our owner condos.  Additionally we have bi-annual deep cleans to provide the best experience possible for our guests and owners.
  
  We would have greatly appreciated knowing any and all of the guest concerns during the stay so that we could remedy as best possible. Our terms and conditions, which the guest agrees to prior to booking, requests that any issues are immediately reported so that we can remedy them during the guest's stay.  In this case we were not contacted by this guest until well after their departure.  We feel as stated above that the information is appreciated and useful for remedy and allows us to ensure future guest experiences are excellent. We however do not feel any compensation is warranted as a result of this as we were not given any opportunity to remedy (or move the guest) while they were here during their stay. 

  Customer Answer

  Date: 12/26/2023

  Hello,

  We attempted to proactively address in the initial complaint why we believe that compensation is warranted; so its disappointing that this business continues to attempt to hide behind their policy of contacting them for fixes during the visit. We continue to consider that policy to not be applicable to the situation at hand.

  To reiterate some points and expand on why we expect compensation despite not contacting the business during our visit:

  - Maui Paradise Properties (***) representative **** already offered compensation during a call in April. That offer was never paid. We asked for **** to increase that amount and **** agreed to see what he could do, but stopped responding. We simply expect *** to follow through, at minimum, on the compensation offer by **** at *** on the April 2023 call.

  - The business had left a note in the lodging acknowledging the broken door lock, but choosing not to repair it. It makes no sense that wed need to notify *** of something they already acknowledged in writing (see pictures).

  - Similarly, *** sets expectations in writing that the condo has a pest problem and that further treatment is unlikely to be needed. We therefore had no hope that further treatment was available and/or would resolve what we were experiencing and didnt wish to expose ourselves and our belongings to pesticide fumigation (as the problem was clearly inside).

  - As previously noted, the sleep disruption from a painting falling off a wall and crashing in the middle of the night could not be resolved by calling ***.

  - We dont accept that there were better accommodations available for relocation. We searched extensively the *** portfolio before selecting this property and anything similar was sold during the busy holiday window. But assuming there was a relocation option, wed expect compensation regardless for the disruption to our highly valuable vacation time to have to relocate after unpacking and settling in to this property. Or if they were to come and do all the repairs needed to this property, similar disruption would have occurred.

  We therefore ask the BBB to please hold this business accountable to what was already offered in terms of compensation, and not allow them to simply hide behind their flimsy insistence that all complaints must be brought up during the visit. We all know this is an empty tactic used by some lodging companies, and it is incongruent with the offer *** already put forward but has not yet paid.

  Business Response

  Date: 01/18/2024

  This guest stayed with us in 2022. They filed a complaint with BBB almost a year later. We responded in a timely fashion on November 30, *************************************************** to you when you followed up. He is now sending the same complaint again more than a month and a half after our response. Is there not a requirement for the customer to also respond within a certain timeframe? 

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 20890248
  
  The complaint timeline described by the business makes no sense, and does not represent a good-faith effort to resolve this complaint. I ask that the BBB further intervene to compel its member to respond in good faith.

  For what it's worth and to reiterate, my complaints directly to the business were in early 2023. I emailed and called in several follow-*** to them through the course of 2023, all of which went unanswered/unresolved. Given that the business disregarded my several follow-up communications for several months, I then filed this BBB complaint to try to compel a resolution from them. It is Maui Paradise Properties (MPP) who has dramatically elongated this process. so it is shocking they would try to blame their customer vs. resolve the dispute. As for how fast I respond through BBB, MPP's responses are taking about as long as mine, but I'm not in the hospitality and customer service industry. They are. 

  Does Maui Paradise Properties actually have a resolution to this dispute - as they offered by phone nearly a year ago?

   

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

  Customer Answer

  Date: 02/14/2024

  Hello, is there something we can do to help drive toward final resolution of this complaint? Given that the business complained in their recent follow-up about the delay between communications, for my part, I responded right away. But having not heard any response for weeks, I'd like to understand better how we can wrap this up.

  Thank you so much,

  *****

• Initial Complaint

  Date:08/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a rental from the agency and subsequently Maui has suffered wildfires. Received the following.Thank you for reaching out to us during this difficult time. We have an extremely limited staff available at this time as we continue to follow this situation while working to assist our displaced guests, family, friends, and employees.We understand and appreciate your request, as we are devastated by the impact to our island home.To help everyone we are allowing all of our guests with reservations arriving before October 13th 2023 to move their reservation or receive a credit for a future reservation within 12 months. We highly recommend that ALL of our guests check with your **************** and/or the credit card used to book your trip as many have travel insurance coverage. **************** has Trip Interruption Coverage that covers mandatory evacuations, interruption of essential services (electricity, gas, water, sewage), and road closures. Once you start your claim, we will provide any and all information that your insurance company need to process your claim.If you purchased your **************** through us, please use the link below to start your claim. www.csaclaims.com/vacationrental If you obtained **************** through another carrier, please contact them directly.Due to the fact that it could take years to return to normal, I feel as if they should give me a full refund without having to file a claim with lengthy paperwork.

  Business Response

  Date: 08/16/2023

  We have received your cancellation request. You will be able to refund or rebook your reservation. We appreciate your patience as most of our employees were directly impacted and displaced by the wildfires and our very limited, remaining staff are prioritizing guests in emergency situations. If you could kindly close this BBB complaint it would be appreciated and would help us to move through the backlog of guest communications more quickly. Our reservations team will get back to you as soon as possible. 

   

  Customer Answer

  Date: 08/17/2023

   
  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.  Thanks for your prompt response and attention.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We arranged to rent a vacation property in Maui, ******, *** from February 1 - 28, 2023. On January 31, 2023 my husband had a bad fall and we were obliged to cancel our reservation. Some days later, we had a call from an agent working for Maui Paradise saying they had been able to rent the property and we would receive a refund. To date, we have not received a refund, and as the amount in question is $16,611.93 we would like some resolve of this issue. I emailed MPP several weeks ago and to date have not received a reply.

  Business Response

  Date: 05/26/2023

  ****************,
  
  We hope this message finds you well.  We are writing in response to your inquiry regarding the refund for your canceled reservation.  We apologize for any inconvenience you may have experienced and appreciate your patience in this matter.  ******* from accounting has communicated with you regarding a check that we have mailed but unfortunately you werent able to cash.  Please, once again we apologize for the inconvenience and frustration that has occurred!  Your satisfaction is of utmost importance to us.  We will be in contact with you as soon as possible.  Should you have any questions or concerns please contact us at ************!
  
  Warmest Aloha,

  Maui Paradise Properties

  Customer Answer

  Date: 06/01/2023

   
  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

  Date:11/03/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January of 2022 I booked a vacation rental on **** for travel March *****, 2023 (****** #**** on Maui, **). On June 5, I received an email from Maui Paradise Properties advising that they were the new property management company for ****** #**** (Vacasa was the prior property manager). The email stated that MPP would be honoring the original booking and would be working with ****** on the backside, presumably to provide for a seamless transition. On October 6, after we had already purchased our airline tickets and booked our car rental, we received another email from Maui Paradise Properties advising that they would NOT be honoring our original reservation after all. Rather, they advised that, per the contract with the owner, if we wanted to keep our reservation we would need to pay a new, much higher rate. Otherwise, they would cancel the booking and refund the deposit. Because I felt it was completely inappropriate, and potentially illegal, for MPP to suddenly and inexplicably increase the rate on a reservation we had made 10 months prior, the booking was canceled. As of today, I am still waiting for my refund. MPP did mail me a check in the amount of $1,776.06 but I have not cashed it because the deposit I paid that should be refunded is $3,273.08. MPP is claiming that $1,776.06 is all they received from Vacasa. I have tried working with both MPP and ****** for the past several weeks to get my full refund. I have provided copies of both the **** booking and my credit card statement showing that the charges for the booking were $3,273.08 but its been a month now with no resolution and no refund. None of this ordeal was my doing, and I dont feel I should have to wait while MPP and ****** try to figure out what happened to the rest of the deposit I paid. Please help. Thank you.

  Business Response

  Date: 11/15/2022

  We are so sorry for any inconvenience that you have experienced with the change of the management company. We understand the frustration on having to wait for the full deposit to be refunded. Maui Paradise Properties (MPP) refunded you within a week 4 days the portion of the deposit that we had received. We reached out to Vacasa for the remaining amount of the deposit you had initially given them, this took weeks to get resolved. We were sending emails to them daily asking for assistance on the refund for this guest. 
  We stayed connected with you (the guest) concerning this and CC'd you on the emails we were sending to Vacasa. ****** confirmed that they had the balance of your deposit and would refund it back to you. They unfortunately do not follow timeline requirements. 
  There were 24 emails between Vacasa, you (the guest) and MPP between Oct. 6- Nov 11. We all knew that we (MPP) was diligently working on refunding you the full deposit. MPP did not receive the full deposit from Vacasa, we were not involved with the original booking of this reservation. However, we worked on behalf of the guest to make sure that ****** refunded you the portion that was not paid to Maui Paradise Properties. It is unfortunate that you had to wait for the remainder of the deposit, we did have it refunded in full within the month of the cancelation.
  Please know we are having tremendous issues with ****** and feel they are simply under performing and delaying these types of issues without justification.
  Again, we do apologize for your difficulties, we wish we could have made this smoother for you.
  
  

  Customer Answer

  Date: 11/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *******.  I actually notified you via email on November 12 that I had finally received my full refund and, therefore, this complaint could be closed (email was sent to ************************************** and the complaint # was included in the subject line.) Thank you.
  
  Sincerely,
  
  *****************************