Hawaiis4me Vacation Rentals & Property Management

Complaint: [redacted] I am rejecting this response because: Both the tone and content of the response are completely unacceptableWe have tried very hard to work with the property management company to resolve these issues prior to filing our complaint with youIn fact, we provided them almost five weeks to resolve these issues which were reported when we returned the access card the day after check-in With respect to the denials regarding the issues raised, I have attached photos of the dead insects and dirty appliances at [redacted] Unit LI have also attached a photo of the large overhead light in the kitchen which did not function for almost a month of our stayWith respect to their phone logs, the first three times that I spoke with their staff following chewere not over the phoneThey were in-person in their office, including the day after we checked-inAt that point, we were simply trying to get these issues resolvedWe did not think that we needed to have written correspondence with the property management company as evidence of our outreachWe took them at their word that they would fix these problemsIt was only after they failed to act for weeks that we sent them written correspondenceSo, the phone logs are rather irrelevant With respect to the parking situation, we were never told that the owner of the unit was storing their car in the allotted space for the unit prior to moving into the propertyWe only learned that after we were provided a written warning from the association that our car would be towed for parking in the guest parking space that we were instructed to use by the property management companyWhen we were asked why we were not parking in the allotted space, we checked with the property management company and their staff told us that the reason that we had been instructed not to use the allotted space was because the owner was storing their car in the allotted spaceThat was three weeks after we moved into the propertyWhen we shared this information with the association, we were told that it was a violation for the owner to be storing their car on-site and that the property management company should have known that since they have multiple units on the propertyWith respect to seeking compensation, we did not ask for any form of compensation during the first half of our stayIt was not until more than four weeks into our stay when the issues described still had not been resolved that we filed a complaint with you or requested some form of compensationThat seemed reasonable given that the issues described and the failure of the property management company to take responsibility and fix themIn summary, prospective clients should be aware that the response provided by the company is indicative of the sort of bullying treatment that we received from the moment that we raised the serious issues with our stay with their managementInstead of taking responsibility for their mistakes, their management was rude and condescendingIf they had simply addressed these issues and taken responsibility for past mistakes, there would never have been a complaint in the first place Sincerely, [redacted] ***

We are very sorry that this complaint has arrived in your office We have tried to work with the guest As always there are two sides to every storyThe first complaint came from the guest via speaking to our secretary and vacation rental booking agent in the parking lot on a Friday evening after hours He mentioned that thelight was not working and would she get someone to fix it This of course never made it to the office as it was the weekend and she forgot - we have now put measures in place that any tenant or guest approaching staff anywhere but in the office they are to say we can only address your issues in the office during work hours There was no mention at the time of bugs which of course is not what the client had said in his emailHe then called to let us know that there were ants and cockroaches in the unit We then made arrangements to have pest control go in....the client made attendance very difficult as could only be during certain hours which did not work with Pest Control, they finally managed between both parties to get them in Upon inspection, the pest control people could not find any cockroaches or antsWhich of course goes with what we had thought as we just had guests check out days prior to that and they loved the unit Of course with the rains we have had, we have since found out that it was carpenter ants which come out with the weather and live in the walls, so nothing that could be detected as an everyday occurrence The client then states stove hadn't been cleaned (which was actually something sticky in a stove pan, which were replaced) Then all of a sudden he says everything was dirty (not sure why this took weeks for the complaint about this We have professional cleaners clean the units between guests, everytime! I do have a time log on our phone that records everything, so although the tenant moved in on April (per his email) the first contact we got from the tenant was 05/05/if the unit was in such bad shape why did it take him days to make the 1st call Then we show all the back and forth calls on May - May trying to get pest control in The next issue was the handyman - he did inspect the light and informed the tenant that he would have to purchase a new one and it would take a few days He went on a Thursday to look at the light and installed it the next week From our standpoint with vendors that is not an unusual timeline It was not another week He did state that we reached out via email him about the appointment as he as not answering the phone and yes although he did confirm, our office was closed, so it was not scheduled, we were trying to make arrangements for a time for the vendor The parking space was discussed with the client prior to him even renting the condo When he was issued a parking warning, I personally immediately called the property manager and he was dispatched to the condo immediately that evening to apologize as it was tagged on the wrong car This has nothing to do with our company it is up to the onsite managers He was checked in by the property managers of the [redacted] condominium complex When the handyman was there he said that he was having issues with the door, nothing was ever said about this prior to the client writing this email It was then taken care of NO ONE EVER SDAID the owners renovated the unit themselves and cut corners This unit was just purchased by the owners and put into our vacation rental program We have had other guests in and also the owners themselves stayed in the unit for a couple of months We have met with the client and tried to see what we could do to try and make things right with him, but that got us no where I feel that our properties are some of the best taken care of units on the islandOur daily involvement with all our units (over 125) is above what most companies provide I do welcome anyone from the Revdex.com to come and look at the unit, I believe you will find it to be very nice it was newly painted, carpets, very nice new furniture, updated bathroom, etc We really do take issues seriously, but feel this client has been somewhat exaggerating what has gone on in an attempt to get cash from us He has told us numerous stories about what he is doing here, why he is here and seems everyone that he has talked to has had different things told to them I would appreciate that you not share my letter with the client as he also reported us to Reco and if this ends up going to court I do not want the client to know about our phone system and how it records all the calls, etc Please do not hesitate to call me if you have any questions Sorry I didn't get this to you yesterday, but my mother in Canada has been in and out of the hospital for the past week and I will also be leaving this week, but am accessible via my cell phone [redacted] sincerely, Valerie H [redacted] Hawaiis4me, inc ps - I have tried to go back and review what I wrote, but the system won't let me Sorry for any grammar or spelling mistakes