Aleka Place 147

From: Veronica L [redacted] [mailto: [redacted] onthe***@yahoo.com] Sent: Friday, January 22, 9:AMTo: Kaina Kelley Subject: Re: You have a New Message from Revdex.com of Hawaii Regarding Complaint #11098217Hello,I received this email yesterday but for some reason I'm not able to access it todayI believe that my email was deleted from that link.I also wanted to talk about my next steps - what should I do to address it? Thank you for a help, Sincerely,VeronicaCell: 1-224-595-(CST)

From: Veronica L*** [mailto:***onthe***@yahoo.com] Sent: Friday, January 22, 9:AMTo: Kaina Kelley Subject: Re: You have a New Message from Revdex.com of Hawaii Regarding Complaint #11098217Hello,I received this email yesterday but for some reason I'm not
able to access it todayI believe that my email was deleted from that link.I also wanted to talk about my next steps - what should I do to address it? Thank you for a help, Sincerely,Veronica. Cell: 1-224-595-(CST)

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 [redacted], Kapaa between November
25 and December 8, 2015.We are proud owners of 3 vacation rentals units in [redacted]
on the [redacted] and we are actively renting our units to guests since 2010. 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 guests. Our 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 experience. Kauai is not only our vacation rental business but it is also the second home for us and our family. We 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 do. We believe that over 100 guests reviews on multiple vacation
rentals website express our dedication to their satisfaction. We are also
striving to ensure this beautiful Hawaiian vacation experience is affordable
for more guests as well. Our 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 spirit. Please, see response from our housekeeping company (attached). Below I copied some of recent guests
reviews of unit#[redacted] posted on [redacted] (we have 54 guests reviews posted on
this website alone!): “condo was
bright, clean and well-stocked with kitchenette items”–posted on 10.28.15 “Veroni*a, the owner of our
rental unit, was so easy and great to deal with. Her *ondo was spotless, bed
new, air conditioning unit.. Any concerns or questions were immediately
answered & her housekeepers nearby if we needed anything” – posted on 02.26.15 “Unit is very clean. The
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 day. She got us
a room on the hotel side at her expense! Very apologeti* about the
inconvenience but more than made up for it by getting us a room & for that
we are very grateful!” – posted on 10.04.15“The [redacted] complex is very clean, well
maintained and quiet” – posted on 01.31.14Having earned a great reputation for all these
years in business, it was a shocker for us to get this sudden complain. This complain is a first of that kind in our business experience.Let me address *. [redacted]omplains:Mr. *. [redacted] made an initial
request to reserve one of our room on February,14, 2015. He was provided
the detailed quotes for two of our rooms – unit#[redacted] and #[redacted]. Although, the
quote for the room#[redacted] (also on ground floor) was less expensive (around $400
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 higher. Mr. *.
[redacted] was provided with the detailed Booking Agreement on Mar*h,14
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 inclcuded. I attach the complete booking agreement for your
reference. Upon his acceptance of terms of the booking agreement, he directed
us to charge his credit card. However, his credit card in the amount
of $1877.49 ($1814 plus 3.5% ** processing fee) was charged only on
August 29  2015, which is 6 months after he made the
reservation and signed the agreement. Our cancellation policy is 60 days prior
to arrival which allows to cancel the reservation for
any reason with a full refund within 60 days of his arrival. Mr.
*.[redacted] had more than 6 month to carefully review the booking conditions
and cancel his reservation if he felt that arrangements outlined in it were
not meeting his requirements.According to our Booking process the
damage deposit is not included in the cost of the reservation. We actually never charge our customers the damage deposit but place a [redacted] (authorization
for charge) on the credit cards 2-3 nights prior to guests arrivals. We
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 deposit. So, 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 deposit. It 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#3 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 immediately. Our cleaning/maintenance people are conducting
business at the property on a daily basis and they are very
attentive to all guests concerns. Our 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 issues. His 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 stay. Not  giving us an opportunity to address his concerns immediately and make vacation experice more enjoyable does not seem to
be fair.In re: a cleaning fee – we, as
owners, are not profiting from check-out cleaning fee. The check-out cleaning
fee are simply collected from the guests and are being passed directly
to the cleaning company. The 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 owners. The
amount of cleaning fee charged by our cleaning company is very
reasonable and competitive. This 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 [redacted], Kapaa between November
25 and December 8, 2015.
We are proud owners of 3 vacation rentals units in [redacted]
on the [redacted] and we are actively renting our units to guests since 2010. 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 guests. Our 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 experience. Kauai is not only our vacation rental business but it is also the second home for us and our family. We 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 do. We believe that over 100 guests reviews on multiple vacation
rentals website express our dedication to their satisfaction. We are also
striving to ensure this beautiful Hawaiian vacation experience is affordable
for more guests as well. Our 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 spirit. Please, see response from our housekeeping company (attached).
 Below I copied some of recent guests
reviews of unit#[redacted] posted on [redacted] (we have 54 guests reviews posted on
this website alone!):
 “condo was
bright, clean and well-stocked with kitchenette items”–posted on 10.28.15
 “Veroni*a, the owner of our
rental unit, was so easy and great to deal with. Her *ondo was spotless, bed
new, air conditioning unit.. Any concerns or questions were immediately
answered & her housekeepers nearby if we needed anything” – posted on 02.26.15
 “Unit is very clean. The
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 day. She got us
a room on the hotel side at her expense! Very apologeti* about the
inconvenience but more than made up for it by getting us a room & for that
we are very grateful!” – posted on 10.04.15
“The [redacted] complex is very clean, well
maintained and quiet” – posted on 01.31.14
Having earned a great reputation for all these
years in business, it was a shocker for us to get this sudden complain. This complain is a first of that kind in our business experience.
Let me address *. [redacted]omplains:
Mr. *. [redacted] made an initial
request to reserve one of our room on February,14, 2015. He was provided
the detailed quotes for two of our rooms – unit#[redacted] and #[redacted]. Although, the
quote for the room#[redacted] (also on ground floor) was less expensive (around $400
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 higher. Mr. *.
[redacted] was provided with the detailed Booking Agreement on Mar*h,14
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 inclcuded. I attach the complete booking agreement for your
reference. Upon his acceptance of terms of the booking agreement, he directed
us to charge his credit card. However, his credit card in the amount
of $1877.49 ($1814 plus 3.5% ** processing fee) was charged only on
August 29  2015, which is 6 months after he made the
reservation and signed the agreement. Our cancellation policy is 60 days prior
to arrival which allows to cancel the reservation for
any reason with a full refund within 60 days of his arrival. Mr.
*.[redacted] had more than 6 month to carefully review the booking conditions
and cancel his reservation if he felt that arrangements outlined in it were
not meeting his requirements.
According to our Booking process the
damage deposit is not included in the cost of the reservation. We actually never charge our customers the damage deposit but place a [redacted] (authorization
for charge) on the credit cards 2-3 nights prior to guests arrivals. We
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 deposit. So, 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 deposit. It 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#3 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 immediately. Our cleaning/maintenance people are conducting
business at the property on a daily basis and they are very
attentive to all guests concerns. Our 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 issues. His 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 stay. Not  giving us an opportunity to address his concerns immediately and make vacation experice more enjoyable does not seem to
be fair.
In re: a cleaning fee – we, as
owners, are not profiting from check-out cleaning fee. The check-out cleaning
fee are simply collected from the guests and are being passed directly
to the cleaning company. The 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 owners. The
amount of cleaning fee charged by our cleaning company is very
reasonable and competitive. This cleaning company is providing
service to other owners at our property, charging the same amount of cleaning
fee from all guests.

From: Veronica L[redacted] [mailto:[redacted]onthe[redacted]@yahoo.com] Sent: Friday, January 22, 2016 9:26 AMTo: Kaina Kelley <[email protected]>Subject: Re: You have a New Message from Revdex.com of Hawaii Regarding Complaint #11098217Hello,I received this email yesterday but...

for some reason I'm not able to access it today. I believe that my email was deleted from that link.I also wanted to talk about my next steps - what should I do to address it? Thank you for a help, Sincerely,Veronica. Cell: 1-224-595-6117 (CST)