Abamex Auction Co

Complaint: [redacted] I am rejecting this response because: About 75% of what they are saying is lies Malia told me during our phone conversation that the housekeepers did use the washing machine and that is how my belongings got mixed in with the towelsI never asked for the phone number of the guestsI asked that they contact the guestsI did not "lose" my itemsI left them in the dryerI have a time and location stamped photo proving thisSKM continually doesn't mention thatI was told they made one trip, NOT two, to try to find my clothingMaria also told me they called the laundry service ONCE, and did not drive to the facility.I was told multiple times by multiple employees of Cody, Teri and Malia, that they would call or email me backThey either never did or did so 3-days lateThe reason I did not immediately report it is because I was vacation on Maui and Kauai and I did not realize the extent of clothes I was missing until I got home and unpackedWhen I reviewed the photos I took of the property at checkout, I noticed that I had left, again left not lost, my clothes in the dryerIt is a front loading dryer and I can clearly see my clothing in itAgain, this has never been acknowledged publicly by SKMAs a consumer, it is my right to leave negative reviews, which included MUCH more than my stolen itemsThe only other people I know who have left negative reviews are my colleagues that also stayed on SKM propertiesThey have left honest feedback about their stays which included broken amenities such as dishwashers, wifi and poor customer service as well as poor communication from SKM

I stand behind my *** response to the complainant and my offer to comp the cleaning fee for any future bookingI have attached the complainant's response and the remainder of our email exchange from ***.I had a phone conversation with the complainant on September in response to her reviews all over social media and her accusations that our housekeepers stole her belongingsI tried to explain to her about our housekeeping and laundry processes and tried to explain that if her clothing did get mixed up in the laundry then there could be other explanations as to what happened to her belongings aside from theftEither way, South Kohala Management is not financially liable for her lost items.It was a mistake to try and reason with the complainantShe has distorted everything that we say and insists that she is entitled for someone to pay for her belongings that she lost and failed to report for daysThe complainant's most recent response demonstrates her misrepresentations about the meaning of my response to her on ***We have done everything required of us as a rental management company to help this customer but unfortunately she has the unreasonable expectation to be paid $for forgetting her clothes

This customer was one of the guests who stayed at a property that we manage from 8/4-8/12. The property was not booked or paid for by the complainant. The customer who booked this reservation entered into a rental contract with South Kohala Management. As part of our Terms and Conditions as is...

standard in the hospitality and property management industries, it is included in South Kohala Managements' Rental Policies that we are not responsible for guests personal belongings. See policies here: [redacted]On 8/12 this complainant checked out of their rental property by 11am and a subsequent set of guests checked in that same day at 3pm. South Kohala Managements housekeeping employees cleaned the property and prepared it for the next check in. The housekeeping staff strip the towels and linens from the bedrooms and bathrooms and bag them up to send out to a commercial laundry service. We do not launder any items in the property, the laundry facilities are solely for the use of guests. The staff did not turn in any items to lost and found that day.Seven days later on 8/19 this complainant called our resort office to report that she believed she left clothing behind in the dryer. We informed her that nothing had been turned in to us. The complainant asked that we check the property again and we informed her that it was occupied by guests. She asked for the phone number to call those guests which we told her we cannot do. Our front desk manager, Teri, told her she would check with the guests and housekeepers. After multiple conversations in which we informed the complainant that nothing had turned up and she was very displeased and filed this complaint on the day of her last conversation with our manager.The complainant is not entitled to a reimbursement from our management company for her belongings that she lost. She is not acknowledging all the efforts (2 trips to the property to search it, multiple phone calls to current renters to ask if they found anything in the dryer, multiple calls to the laundry service, multiple meetings and conversations with housekeeping staff and a personal drive to the laundry facility to search the lost and found) that our staff made to search for her belongings. To do all this took us many days which she is calling being ignored and poor customer service. We did everything in our power, short of giving her cash, to search for her belongings and she is not taking responsibility that she lost her stuff and she did not immediately report it. Many people had come in and out of the property after the 7 days that she made the report and we have no choice  but to believe the subsequent guests that they did not find anything in the dryer.The complainant has been lashing back at us by putting negative reviews of all of our social media sites and had friends and family to so as well. This was her response to my direct message to her on [redacted]
[redacted] Hi [redacted], Thank you for your private reply, which was much more thought out and fair than your public reply. Nobody from my unit ever said we were satisfied, or would book with your company again. The person who said she would rebook, [redacted], stayed in [redacted]. She was planning on rebooking 3+ properties again next August, but after I told her about  my experience this will not be the case. She will reach out directly, but is extremely disappointed in what has transpired, especially Terry's inexcusable lack of customer service. Threatening to hang up on me and leave me bad reviews in response to my stay are not only threats, but extremely poor customer service. If I had simply left a few items in the dryer I would have called it a day, but it was a full load of laundry which will take at least $750 to replace. Maybe you are used to wealthy guests who wouldn't blink an eye at losing that much, but I am a hard working person, and it will take me a long time to recover from this. As I told Terry, I have date and time stamped proof that my items were left in the unit. If what you are both saying is true, your housekeeping crew came into direct contact with belongings and discarded them without a thought. Even if it is not a case of theft, it is extreme negligence at [redacted].  We had a total of 10 people staying in the three units and they too will be leaving negative reviews on all social media channels and Revdex.com. This is not only due to the horrible customer service I received, but the conditions of the properties we stayed in. We initially decided not to complain because it simply wasn't worth our time, but this situation has changed that. Your [redacted] account has already dropped from 5 stars to 3 and your [redacted] rating to a 3.8. I hope your employees negligence, theft, and/or carelessness was worth it. Like I said in my Better Business review, you should have offered to reimburse me in some way. Simple throwing your hands up in the air and blaming me is not a sufficient. Please see attached photos. Angela-- Angela B[redacted]

Hi there, I do have a screenshot of the private message Malia, the Owner/President of South Kohala Management sent me. The highlighted text shows that Malia took responsibility for her housekeepers. She also said she would reimburse a cleaning fee, which has not happened. When we spoke on the phone she again explained that there was another guest checking in to the unit I was staying at at 1pm the same day that I checked out. My checkout time was 11am. She said the housekeeping was in a hurry and may have used the washer and dryer to expedite the cleaning process. She also said in that process her housekeeping must have mixed it in with the towels or linens. I have photos showing that I left all of our towels in the bathtub and all of the linens on the beds, per our checkout instructions. She admitted that in order for my clothes to get mixed in with the towels or linens her housekeeping staff had to have come in contact with my belongings. Unfortunately, I do not have a recording of our conversation as it is illegal in the state of California, where I live, to record a phone call. I hope Malia's private [redacted] response is proof enough. Further more, our check in time was 4pm, not 1pm, which leads me to believe that Malia is once again lying about the housekeepers being rushed. A typical check in time for any rental is 2pm - 4pm, and I can confirm that our check in time was 4pm. You will also find the time and location stamped photos that show my laundry was in the unit when I checked out. I would like to send you more photos showing the linens on the beds and towels in the bathtubs of all 3 rooms, but I can only attach 4 items. I also have the checkout instructions and I would like to send those to you as well. It shows again that I am being honest about leaving the linens and towels per SKM's instructions. Regards,Angela

Complaint: [redacted]
I am rejecting this response because: About 75% of what they are saying is lies.  Malia told me during our phone conversation that the housekeepers did use the washing machine and that is how my belongings got mixed in with the towels. I never asked for the phone number of the guests. I asked that they contact the guests. I did not "lose" my items. I left them in the dryer. I have a time and location stamped photo proving this. SKM continually doesn't mention that. I was told they made one trip, NOT two, to try to find my clothing. Maria also told me they called the laundry service ONCE, and did not drive to the facility.I was told multiple times by multiple employees of Cody, Teri and Malia, that they would call or email me back. They either never did or did so 3-8 days late. The reason I did not immediately report it is because I was vacation on Maui and Kauai and I did not realize the extent of clothes I was missing until I got home and unpacked. When I reviewed the photos I took of the property at checkout, I noticed that I had left, again left not lost, my clothes in the dryer. It is a front loading dryer and I can clearly see my clothing in it. Again, this has never been acknowledged publicly by SKM. As a consumer, it is my right to leave negative reviews, which included MUCH more than my stolen items. The only other people I know who have left negative reviews are my colleagues that also stayed on SKM properties. They have left honest feedback about their stays which included broken amenities such as dishwashers, wifi and poor customer service as well as poor communication from SKM.