Dear Revdex.com! Thank you for providing me with opportunity to respond to a complaint made by Mr [redacted] from [redacted] , anada who stayed in our vacation rental unit# [redacted] in [redacted] on the ***, Kapaa between November and December 8, We are proud owners of vacation rentals units in [redacted] on the [redacted] and we are actively renting our units to guests since Our property is advertised on different vacation rentals websites (***, [redacted] and [redacted] ) and rated one the best properties on all three websites based on excellent reviews from our guestsOur returned guests are comprising almost 30% of the total booked guests and this number in addition to 5-star rating from the guests reviews are showing our dedication to our guests experienceKauai is not only our vacation rental business but it is also the second home for us and our familyWe love Kauai, we love hard working people who live on the island and striving to share this love with our guests We want our guests to enjoy their stay in this beautiful piece of paradise as much as we doWe believe that over guests reviews on multiple vacation rentals website express our dedication to their satisfactionWe are also striving to ensure this beautiful Hawaiian vacation experience is affordable for more guests as wellOur housekeeping team who is taking care of all three our units is one of the best housekeeping company on island and we always receive the highest compliments from our guests for their professionalism, readiness to help and ALOHA spiritPlease, see response from our housekeeping company (attached) Below I copied some of recent guests reviews of unit# [redacted] posted on [redacted] (we have guests reviews posted on this website alone!): “condo was bright, clean and well-stocked with kitchenette items”–posted on “Veroni*a, the owner of our rental unit, was so easy and great to deal withHer *ondo was spotless, bed new, air conditioning unitAny concerns or questions were immediately answered & her housekeepers nearby if we needed anything” – posted on “Unit is very cleanThe owner Veronica is the best person to work with! The a/c went down the day before we came in & the part needed to be shipped the next dayShe got us a room on the hotel side at her expense! Very apologeti [redacted] about the inconvenience but more than made up for it by getting us a room & for that we are very grateful!” – posted on “The [redacted] complex is very clean, well maintained and quiet” – posted on Having earned a great reputation for all these years in business, it was a shocker for us to get this sudden complainThis complain is a first of that kind in our business experienceLet me address * [redacted] *omplains: Mr* [redacted] made an initial request to reserve one of our room on February,14, He was provided the detailed quotes for two of our rooms – unit# [redacted] and #***Although, the quote for the room# [redacted] (also on ground floor) was less expensive (around $ less), he sele*ted to book more expensive unit# [redacted] (direct oceanfront)He was also given 20% discount out of our standard rate for unit# [redacted] despite it was Holiday season when the room rates are higherMr* [redacted] was provided with the detailed Booking Agreement on Mar*h, which specified all the conditions in writing – such as detailed pricing, a cancellation policy, a damage deposit, what amenities/services are included and what are not inclcudedI attach the complete booking agreement for your referenceUpon his acceptance of terms of the booking agreement, he directed us to charge his credit cardHowever, his credit card in the amount of $($plus 3.5% [redacted] processing fee) was charged only on August 2015, which is months after he made the reservation and signed the agreementOur cancellation policy is days prior to arrival which allows to cancel the reservation for any reason with a full refund within days of his arrivalMr *[redacted] had more than month to carefully review the booking conditions and cancel his reservation if he felt that arrangements outlined in it were not meeting his requirementsAccording to our Booking process the damage deposit is not included in the cost of the reservationWe actually never charge our customers the damage deposit but place a *** (authorization for charge) on the credit cards 2-nights prior to guests arrivalsWe followed the same process for Mr* [redacted] reservation: the damage deposit was a h [redacted] on his credit card (not a real charge)We released the h [redacted] from his credit card after he checked out and his credit card has never been charged for damage depositSo, if he was waiting for or asking for a refund from his credit card company, there is nothing to refund, since there was no charge made to his credit card for damage depositIt can be easily explained if he would contact us directly with this question but he never did It is also clearly stated in the agreement (pls see page#of the attached document)Our units' instructions specifically directed all our guests to contact us or our local representative in case of any cleaning/maintenance issues, so our local company can address it immediatelyOur cleaning/maintenance people are conducting business at the property on a daily basis and they are very attentive to all guests concernsOur goal is to deliver the best vacation experience to all our guests and our dedicated staffs are always there to help! Mr * [redacted] never contacted either me or local manager in re: cleaning/maintenance issuesHis reasons to not contacting us during the stay are really strange He had never given a reason for being upset with us and we never had even a sign of dissatisfaction from Mr [redacted] prior, during and after his stayNot giving us an opportunity to address his concerns immediately and make vacation experice more enjoyable does not seem to be fairIn re: a cleaning fee – we, as owners, are not profiting from check-out cleaning feeThe check-out cleaning fee are simply collected from the guests and are being passed directly to the cleaning companyThe cleaning fee amount (which includes the room cleaning, initial set of amenities and the bedding/towels laundry) is defined by the cleaning company, but not by the ownersThe amount of cleaning fee charged by our cleaning company is very reasonable and competitiveThis cleaning company is providing service to other owners at our property, charging the same amount of cleaning fee from all guests
Dear Revdex.com! Thank you for providing me with opportunity to respond to a complaint made by Mr [redacted] from [redacted] , anada who stayed in our vacation rental unit# [redacted] in [redacted] on the ***, Kapaa between November and December 8, We are proud owners of vacation rentals units in [redacted] on the [redacted] and we are actively renting our units to guests since Our property is advertised on different vacation rentals websites (***, [redacted] and [redacted] ) and rated one the best properties on all three websites based on excellent reviews from our guestsOur returned guests are comprising almost 30% of the total booked guests and this number in addition to 5-star rating from the guests reviews are showing our dedication to our guests experienceKauai is not only our vacation rental business but it is also the second home for us and our familyWe love Kauai, we love hard working people who live on the island and striving to share this love with our guests We want our guests to enjoy their stay in this beautiful piece of paradise as much as we doWe believe that over guests reviews on multiple vacation rentals website express our dedication to their satisfactionWe are also striving to ensure this beautiful Hawaiian vacation experience is affordable for more guests as wellOur housekeeping team who is taking care of all three our units is one of the best housekeeping company on island and we always receive the highest compliments from our guests for their professionalism, readiness to help and ALOHA spiritPlease, see response from our housekeeping company (attached) Below I copied some of recent guests reviews of unit# [redacted] posted on [redacted] (we have guests reviews posted on this website alone!): “condo was bright, clean and well-stocked with kitchenette items”–posted on “Veroni*a, the owner of our rental unit, was so easy and great to deal withHer *ondo was spotless, bed new, air conditioning unitAny concerns or questions were immediately answered & her housekeepers nearby if we needed anything” – posted on “Unit is very cleanThe owner Veronica is the best person to work with! The a/c went down the day before we came in & the part needed to be shipped the next dayShe got us a room on the hotel side at her expense! Very apologeti [redacted] about the inconvenience but more than made up for it by getting us a room & for that we are very grateful!” – posted on “The [redacted] complex is very clean, well maintained and quiet” – posted on Having earned a great reputation for all these years in business, it was a shocker for us to get this sudden complainThis complain is a first of that kind in our business experienceLet me address * [redacted] *omplains: Mr* [redacted] made an initial request to reserve one of our room on February,14, He was provided the detailed quotes for two of our rooms – unit# [redacted] and #***Although, the quote for the room# [redacted] (also on ground floor) was less expensive (around $ less), he sele*ted to book more expensive unit# [redacted] (direct oceanfront)He was also given 20% discount out of our standard rate for unit# [redacted] despite it was Holiday season when the room rates are higherMr* [redacted] was provided with the detailed Booking Agreement on Mar*h, which specified all the conditions in writing – such as detailed pricing, a cancellation policy, a damage deposit, what amenities/services are included and what are not inclcudedI attach the complete booking agreement for your referenceUpon his acceptance of terms of the booking agreement, he directed us to charge his credit cardHowever, his credit card in the amount of $($plus 3.5% [redacted] processing fee) was charged only on August 2015, which is months after he made the reservation and signed the agreementOur cancellation policy is days prior to arrival which allows to cancel the reservation for any reason with a full refund within days of his arrivalMr *[redacted] had more than month to carefully review the booking conditions and cancel his reservation if he felt that arrangements outlined in it were not meeting his requirementsAccording to our Booking process the damage deposit is not included in the cost of the reservationWe actually never charge our customers the damage deposit but place a *** (authorization for charge) on the credit cards 2-nights prior to guests arrivalsWe followed the same process for Mr* [redacted] reservation: the damage deposit was a h [redacted] on his credit card (not a real charge)We released the h [redacted] from his credit card after he checked out and his credit card has never been charged for damage depositSo, if he was waiting for or asking for a refund from his credit card company, there is nothing to refund, since there was no charge made to his credit card for damage depositIt can be easily explained if he would contact us directly with this question but he never did It is also clearly stated in the agreement (pls see page#of the attached document)Our units' instructions specifically directed all our guests to contact us or our local representative in case of any cleaning/maintenance issues, so our local company can address it immediatelyOur cleaning/maintenance people are conducting business at the property on a daily basis and they are very attentive to all guests concernsOur goal is to deliver the best vacation experience to all our guests and our dedicated staffs are always there to help! Mr * [redacted] never contacted either me or local manager in re: cleaning/maintenance issuesHis reasons to not contacting us during the stay are really strange He had never given a reason for being upset with us and we never had even a sign of dissatisfaction from Mr [redacted] prior, during and after his stayNot giving us an opportunity to address his concerns immediately and make vacation experice more enjoyable does not seem to be fairIn re: a cleaning fee – we, as owners, are not profiting from check-out cleaning feeThe check-out cleaning fee are simply collected from the guests and are being passed directly to the cleaning companyThe cleaning fee amount (which includes the room cleaning, initial set of amenities and the bedding/towels laundry) is defined by the cleaning company, but not by the ownersThe amount of cleaning fee charged by our cleaning company is very reasonable and competitiveThis cleaning company is providing service to other owners at our property, charging the same amount of cleaning fee from all guests