Grand Welcome Hawaii (Oahu & Big Island) - Vacation & Short-term Rental Management — Local services in Hawaii

DO NOT USE THIS COMPANY!!!!!

INCOMPETENT LYING THIEVES WITH HORRIBLE CUSTOMER SERVICE

We recently stayed at a condo managed by Grand Welcome in Kona HI. With our waiver signed twice, once 6 weeks previous and again the day before our arrival, they did not send us any information to access the condo on our check in day. We called multiple contact numbers, emailed multiple times with zero response. Our young family was stuck in Hawaii with nowhere to stay. We were forced to find a hotel late at night, costing us $300+ and also costing us a day of our vacation. We finally got the information a day late and eventually got in.

Someone from Grand welcome finally answered the phone in the morning. I asked for a refund for the time lost. The person claimed that they emailed the information to me 5 days previous, which I DID NOT receive. She said she could see that the email was opened and read. I asked her how she could see that. She claimed to have a special program for this. I then replied asking for her to resend the email in question with the timestamp on it. She said she needed a manager to do that. I asked for the manager, she said they were in a meeting and would call me back in an hour…. I am still waiting weeks later for that call.

An absolute JOKE of a company that claims to have good service.

I feel sorry for the owners of any condo that is managed by this incapable, unqualified, lying, unaccountable company. When someone makes a mistake it is easily repaired by taking responsibility for it. This company doesn’t have this quality.

👎ZERO...

We stayed at I1 in NA Hale Keauhou managed by Grand Welcome. We have stayed at this property before in a different unit. Upon arrival it was nice to see the house had lights on and we were greeted with a bunch of Hawaiian snacks. Upon closer examination both of the chip bags were expired 5/29/23 and the shortbread cookies were expired on 1/4/23. Personally, that showed lack of details and professionalism. Gross!

The colors on this house need to be changed and have a beach theme. The awful orange and yellow gave me a headache all week. The front room furniture is very uncomfortable. You need to have a larger couch. And get rid of the wicker furniture. It’s horrible and very uncomfortable. The downstairs bedroom at night did not adequately cool the space. Many night we woke up very hot. I am unsure if the AC is set yo turn off during the middle of the night. We did not mess with the thermostat.

The water pressure was awful in the upstairs bathtubs. It took over 30 minutes to fill the master tub. The smaller upstairs bed sags in the the middle but the other two beds were great.

My overall impression of the unit was just ok. The view is a peek a boo view of the ocean in I1. The house was clean. I guess I expected more as the last unit we rented in the C building...

This company is the absolute worst. I wish i could give them negative stars. They cancelled my 8-day booking in Kona, HI that was booked over 2 months ago. They did this the morning of my arrival. Offered zero compensation. Their excuse made no sense at all. I own and manage vacation rentals in San Diego. I can personally tell you I would never treat a customer this way. My recommendation is you look elsewhere. - Read their response below. First of all no incorrect email was given. They communicated successful with me about check instructions etc. They easily could have made this situation work. First, you simply empty the current unit of any Freon. It had a leak anyway. Then buy a portable AC at Costco. This what a company who cares about their guests would do. I had to do it once(I also gave the guest the option to cancel and provide them with some money for their trouble when they decided to stay). There are solutions but this company simply unwillingly to provide them. Looking at their reviews they have a pattern of poor...