Complaint: [redacted] I am rejecting this response because: We have already called and asked for termination and a refund My wife was not given cancellation terms in any agreement that she signedWe don't need to email to tell themWe have already told them via a phone callAbbey Vacation Rentals should not be holding the unit for usWe are not visiting an Island in a "state of emergency" The fact that this company would not allow us to use the rental next year or cancel shows they are all about taking people's money for services not provided and don't care about visitorsThey ignore the facts presented by the mayor and now the Governor Horrible company to talk to and they show bad customer serviceAll the major hotels and [redacted] on the Island are offering accommodations The Mayor advised businesses in November to alert people; this company choose not to disclose the outbreak that would effect visitors' healthFrankly this company and all the others on the island should be sued with a class action lawsuit for not disclosing an outbreak and state of emergency Sincerely, [redacted]
In response to complaint received by Mr [redacted] :On Febn;ary 10, we were contacted by [redacted] with a request for a full refund of a reservation that was booked by [redacted] on January 4, At that time, per our tenns and conditions, the reservation was paid in full We notified him that If [redacted] sent us an email request, we would free the condo up for possible re-rentallf the condo was re-rented,we would be able to refund the guest that amount With more than a month before their arrival, we suggested they email right away, so they had the best possible chance of a refundThey were not satisfied with this answer and instead decided to post a bad review of our services as well as sending in this complaint to the Revdex.com Mr [redacted] called our office multipletimes and spoke with different agents that all advised them to email a cancellation request as soon as possible to give him the best chance of a refund, We have still to date not received a cancellation email, thus, not making it available for another person to re·book any of the dates that he currently has blocked and paid for his useAt this point, the condo he has reserved isbeing held for their arrival, as promisedThe owner of the condo should not have to take the financial loss due to the fact that the guests have not followed the proper procedure to cancel the booking At no point in time did any of the agents tell the guest that we didn't care, instead we offered all options avallable to him and his family Had we been given the opportunity, we would have done our best to re-rent the property and refund the guest.Sincerely,Abbey Vacation Rentals
We stayed at Waikoloa Village The Fairways Unit WFVL Jan 15th-19th and rented through Abbey Vacation Rentals The reservation required me to pay insurance in case of property damage, but does not protect me in case of problems at the condo property itself Abbey will not take responsibility for anything on the grounds (only inside -maybe ?- now I wonder about that too)
This is my 2nd visit this same unit on the 3rd floor On my 1st visit, I did not have any problems and I chose to return in I am disabled and require the elevatorI can not walk stairsOn my last full day at the condo Jan 18th I was about to go shopping (on my scooter that was in the vehicle) The elevator did not work at all and I was stuck on the 3rd floor and forced to stay in the condo no matter how lovelyI must say that Abbey called the property manager and he called the elevator repair man and all was fixed in about 3-hoursI was worried as to how I was going to get to the ground level, to eat or even get to the airport I felt trappedI feel that some small monetary compensation is in order however
Abbey will not contact the owner on my behalf, and claims they are not
responsible (I am sure the owner pays a condo maintenance fee and all things were NOT working properly) I think the owner would like to know
In response to complaint received by Mr. [redacted]:On Febn;ary 10, 2016 we were contacted by [redacted] with a request for a full refund of a reservation that was booked by [redacted] on January 4, 2016. At that time, per our tenns and conditions, the reservation was paid in full....
We notified him that If [redacted] sent us an email request, we would free the condo up for possible re-rental. lf the condo was re-rented,we would be able to refund the guest that amount With more than a month before their arrival, we suggested they email right away, so they had the best possible chance of a refund. They were not satisfied with this answer and instead decided to post a bad review of our services as well as sending in this complaint to the Revdex.com. Mr. [redacted] called our office multipletimes and spoke with 3 different agents that all advised them to email a cancellation request as soon as possible to give him the best chance of a refund, We have still to date not received a cancellation email, thus, not making it available for another person to re·book any of the dates that he currently has blocked and paid for his use. At this point, the condo he has reserved isbeing held for their arrival, as promised. The owner of the condo should not have to take the financial loss due to the fact that the guests have not followed the proper procedure to cancel the booking. At no point in time did any of the 3 agents tell the guest that we didn't care, instead we offered all options avallable to him and his family. Had we been given the opportunity, we would have done our best to re-rent the property and refund the guest.Sincerely,Abbey Vacation Rentals
Our goal as Vacation Rental Managers is to provide an exceptional experience for our guests. When this does not occur in spite of our best efforts, it is discouraging. We take each guest concern very seriously & respond to it...
swiftly and with an earnest resolve. It is clearly an unfortunate situation that this guest’s elderly parent could not experience the full range of the home they rented as it is truly a lovely place. Our website provides comprehensive detailed information through photography & written description. Under no conditions did we represent the home as being handicapped accessible. Rental agents are available to answer questions & provide additional information 7 days per week. We telephone all guests the morning following their arrival to ensure their satisfaction and to encourage dialogue should they have any concerns at some point latter in their visit. Every effort is made for an ideal, problem free vacation. It is with a clear conscience and a decisive resolve that we attest this guest has grossly exaggerated the condition and /or situation described and our response is compensation by way of monetary reimbursement was not consideration as virtually every avenue was exhausted (at the property owners expense) to win their approval. Mahalo, Eme M[redacted] General Manager [redacted]
Complaint: [redacted]
I am rejecting this response because: We have already called and asked for termination and a refund. My wife was not given cancellation terms in any agreement that she signed. We don't need to email to tell them. We have already told them via a phone call. Abbey Vacation Rentals should not be holding the unit for us. We are not visiting an Island in a "state of emergency". The fact that this company would not allow us to use the rental next year or cancel shows they are all about taking people's money for services not provided and don't care about visitors. They ignore the facts presented by the mayor and now the Governor. Horrible company to talk to and they show bad customer service. All the major hotels and [redacted] on the Island are offering accommodations. The Mayor advised businesses in November 2015 to alert people; this company choose not to disclose the outbreak that would effect visitors' health. Frankly this company and all the others on the island should be sued with a class action lawsuit for not disclosing an outbreak and state of emergency.
Sincerely,
[redacted]
Complaint: [redacted] I am rejecting this response because: We have already called and asked for termination and a refund My wife was not given cancellation terms in any agreement that she signedWe don't need to email to tell themWe have already told them via a phone callAbbey Vacation Rentals should not be holding the unit for usWe are not visiting an Island in a "state of emergency" The fact that this company would not allow us to use the rental next year or cancel shows they are all about taking people's money for services not provided and don't care about visitorsThey ignore the facts presented by the mayor and now the Governor Horrible company to talk to and they show bad customer serviceAll the major hotels and [redacted] on the Island are offering accommodations The Mayor advised businesses in November to alert people; this company choose not to disclose the outbreak that would effect visitors' healthFrankly this company and all the others on the island should be sued with a class action lawsuit for not disclosing an outbreak and state of emergency Sincerely, [redacted]
In response to complaint received by Mr [redacted] :On Febn;ary 10, we were contacted by [redacted] with a request for a full refund of a reservation that was booked by [redacted] on January 4, At that time, per our tenns and conditions, the reservation was paid in full We notified him that If [redacted] sent us an email request, we would free the condo up for possible re-rentallf the condo was re-rented,we would be able to refund the guest that amount With more than a month before their arrival, we suggested they email right away, so they had the best possible chance of a refundThey were not satisfied with this answer and instead decided to post a bad review of our services as well as sending in this complaint to the Revdex.com Mr [redacted] called our office multipletimes and spoke with different agents that all advised them to email a cancellation request as soon as possible to give him the best chance of a refund, We have still to date not received a cancellation email, thus, not making it available for another person to re·book any of the dates that he currently has blocked and paid for his useAt this point, the condo he has reserved isbeing held for their arrival, as promisedThe owner of the condo should not have to take the financial loss due to the fact that the guests have not followed the proper procedure to cancel the booking At no point in time did any of the agents tell the guest that we didn't care, instead we offered all options avallable to him and his family Had we been given the opportunity, we would have done our best to re-rent the property and refund the guest.Sincerely,Abbey Vacation Rentals
We stayed at Waikoloa Village The Fairways Unit WFVL Jan 15th-19th and rented through Abbey Vacation Rentals The reservation required me to pay insurance in case of property damage, but does not protect me in case of problems at the condo property itself Abbey will not take responsibility for anything on the grounds (only inside -maybe ?- now I wonder about that too)
This is my 2nd visit this same unit on the 3rd floor On my 1st visit, I did not have any problems and I chose to return in I am disabled and require the elevatorI can not walk stairsOn my last full day at the condo Jan 18th I was about to go shopping (on my scooter that was in the vehicle) The elevator did not work at all and I was stuck on the 3rd floor and forced to stay in the condo no matter how lovelyI must say that Abbey called the property manager and he called the elevator repair man and all was fixed in about 3-hoursI was worried as to how I was going to get to the ground level, to eat or even get to the airport I felt trappedI feel that some small monetary compensation is in order however
Abbey will not contact the owner on my behalf, and claims they are not
responsible (I am sure the owner pays a condo maintenance fee and all things were NOT working properly) I think the owner would like to know
In response to complaint received by Mr. [redacted]:On Febn;ary 10, 2016 we were contacted by [redacted] with a request for a full refund of a reservation that was booked by [redacted] on January 4, 2016. At that time, per our tenns and conditions, the reservation was paid in full....
We notified him that If [redacted] sent us an email request, we would free the condo up for possible re-rental. lf the condo was re-rented,we would be able to refund the guest that amount With more than a month before their arrival, we suggested they email right away, so they had the best possible chance of a refund. They were not satisfied with this answer and instead decided to post a bad review of our services as well as sending in this complaint to the Revdex.com. Mr. [redacted] called our office multipletimes and spoke with 3 different agents that all advised them to email a cancellation request as soon as possible to give him the best chance of a refund, We have still to date not received a cancellation email, thus, not making it available for another person to re·book any of the dates that he currently has blocked and paid for his use. At this point, the condo he has reserved isbeing held for their arrival, as promised. The owner of the condo should not have to take the financial loss due to the fact that the guests have not followed the proper procedure to cancel the booking. At no point in time did any of the 3 agents tell the guest that we didn't care, instead we offered all options avallable to him and his family. Had we been given the opportunity, we would have done our best to re-rent the property and refund the guest.Sincerely,Abbey Vacation Rentals
Our goal as Vacation Rental Managers is to provide an exceptional experience for our guests. When this does not occur in spite of our best efforts, it is discouraging. We take each guest concern very seriously & respond to it...
swiftly and with an earnest resolve. It is clearly an unfortunate situation that this guest’s elderly parent could not experience the full range of the home they rented as it is truly a lovely place. Our website provides comprehensive detailed information through photography & written description. Under no conditions did we represent the home as being handicapped accessible. Rental agents are available to answer questions & provide additional information 7 days per week. We telephone all guests the morning following their arrival to ensure their satisfaction and to encourage dialogue should they have any concerns at some point latter in their visit. Every effort is made for an ideal, problem free vacation. It is with a clear conscience and a decisive resolve that we attest this guest has grossly exaggerated the condition and /or situation described and our response is compensation by way of monetary reimbursement was not consideration as virtually every avenue was exhausted (at the property owners expense) to win their approval. Mahalo, Eme M[redacted] General Manager [redacted]
Complaint: [redacted]
I am rejecting this response because: We have already called and asked for termination and a refund. My wife was not given cancellation terms in any agreement that she signed. We don't need to email to tell them. We have already told them via a phone call. Abbey Vacation Rentals should not be holding the unit for us. We are not visiting an Island in a "state of emergency". The fact that this company would not allow us to use the rental next year or cancel shows they are all about taking people's money for services not provided and don't care about visitors. They ignore the facts presented by the mayor and now the Governor. Horrible company to talk to and they show bad customer service. All the major hotels and [redacted] on the Island are offering accommodations. The Mayor advised businesses in November 2015 to alert people; this company choose not to disclose the outbreak that would effect visitors' health. Frankly this company and all the others on the island should be sued with a class action lawsuit for not disclosing an outbreak and state of emergency.
Sincerely,
[redacted]