Hana Maui Vacation Rentals — Hotel in Maui

Absolutely awful customer service!! We found their listing thru Google, booked a reservation online through their website, paid via PayPal, got receipt for payment. Great, right? Boy, were we wrong! We called the company to confirm our reservation shortly after receiving receipt of our payment. Staff members (Rolene and Guy, the supposed owner) were incredibly rude and unhelpful when they told us they had no record of our reservation. When we asked how we would get a refund, they insisted we would not be charged. However, our checking account already had money taken out and PayPal couldn't reverse it. So now we are dealing with filing a PayPal dispute because this company is not invested in providing customer care. What a terrible inconvenience and bad business practice. We strongly advise NOT working with this company and their staff members.

Can you believe it gets worse? About 20 min later, we received several very apologetic voicemails about how they made a mistake. And then we received another one a few minutes after those calling us fraudulent and to “shove it up our @**.” When we finally called back, they were still very adversarial and combative that they even threatened us with violence. Unbelievable!

Better Business Review & police report filed. Let us know if you’d like to hear the voicemails they left us. WOW.

*To Rolene & Guy: It’s quite obvious you don’t understand how your website works or that you make a habit of ripping people off. I guarantee those other ‘fraudulent calls’ you received were from other unlucky potential customers like us. What a disappointment to be treated the way we were from a local Maui family. I hope you learn some lessons from this so others aren’t left...

First stay several years ago went OK in room 3 with a "full" kitchen and windows on 3 sides...and a view of the construction company's storage yard next door. For a second stay we knew we did NOT want the middle room (#2) with noise from people on both sides and windows on only 2 sides. No ceiling fan and poor ventilation is a bad combo. We signed up months ahead VERY SPECIFICALLY for room #1 that even has a sliding glass door on the other end of the building. When we arrived, we discovered they had switched us to room #2!!!! since someone else was now in room #1. I forget the wife's name that runs the place, but she was extremely rude and totally uncooperative on fixing their problem. I think it was her husband that finally helped and suggested we take room #3 at the price of room #1 since it was unoccupied anyway. Not exactly what you want to be doing on vacation. We will never go back. There are better choices we know of now. Way over priced for what you get like most of Hana. Motel 6 would be a substantial upgrade from this place if it were available here! Our 1 bedroom condo in Keihei with an ocean view was less that this and many...

I booked this "hotel" months before my trip, Rolene asked me to mail her half of the price of the room, Didn't think much about that. Arrived there yesterday to check in hot and sweaty from hiking and exhausted From the drive. The room is nothing special but that would have been ok since I was just looking for a stopping point in Hana and would continue my tour the next day. Room #1 has no ceiling fans and no AC it has one small window and a sliding glass door. It was about 80 degrees in there and it has a small portable fan that barely blew. It has a mini frig, small microwave, coffee maker. The towels felt like sand paper. This is a detached building behind her home. I could have lived with the room for one night but it was a warm sunny day in Hana yesterday the no air no fans wasn't going to work so I called it a loss and left. Guess it's true you pay for what you get. I would not...