Hono Kai Realty

Complaint: ***
I am rejecting this response because: We were assured in January when we made our reservation that the condo had air conditioning in the bedroom and living areaI am attaching the *** email correspondence between MrG*** and myself from January 16, He confirmed that there was AC in the bedroom When we arrived on June 13th and there was no ac in the bedroom I phoned MrG*** He told us he would get an ac We then had to phone back because the ac in the living area did not work He came to the unit to look at it while we were at the grocery store His visit did not solve the problem I phoned him to let him know that it was still not working He hung up on me My husband phoned him back He proceeded to call my husband a horrific name, and hung up again I phoned one more time trying to work through the situation and that is when MrG*** told me to march down to the *** *** desk and rent another unit He said that he would give us a refund We went to the desk that day and they did not have a room and told us to come back the next day, so we had to spend one very hot night in room 10-303.On June we were able to secure a room for the remainder of our vacation After paying for the new condo we called MrG*** and told him that we did what he had requested and found a new room We then said that we would accept his refund offerHe said ok and I then asked if he could please email me a cancellation confirmation and he said that he would do that Later that day we received an email from MrG*** stating that he had changed his mind He decided that he would not issue a refund.The bottom line is that he sold us a condo with air conditioning and when we arrived we had no air conditioning He lied, took our money that we paid in good faith, got incredibly nasty with us, told us to get out and then changed his mind We paid for two condo units because of MrG***.His account is missing some very important details.
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because:Mr. G[redacted] stated verbally in a phone conversation and in writing, see attached documentation, that the condominium unit had a/c in both the living room and bedroom.  We rented the unit, and upon arrival on June 14, 2017 found that there was no a/c in the bedroom and the living room unit did not work.We had numerous phone conversations with Mr. G[redacted] on June 14th and ultimately he screamed at us, cursed at my husband and told us to go to the condominium office and rent another unit.  He said he would refund our money.We rented another unit, paid in full and the next day, June 15th, Mr. G[redacted] emailed us and said that he had changed his mind about issuing a refund, this was after agreeing earlier in the day to send us an email cancellation confirmation.The situation is now at the point of being ridiculous.  I have once again attached the relevant points, which are plain and simple.  He lied about the rental unit, took our money, and treated us horrifically.There isn't much more to say.  It was as if we were robbed of $2,200 in Hawaii and this "Business Man" should be held accountable for his actions.  The whole situation is just a sad reflection on Hawaii.
Sincerely,
[redacted]

The entire agreement between [redacted] and me is presented below:Aloha [redacted], > You have reserved condo 10-303 at [redacted]. > Check in: June 14, 2017 after 3:00 p.m. > Check out: June 28, 2017 before 11:00 a.m. > > The fee for your 14-night stay is: $139. x 14 = $1946. + > 261.15 Hawaii taxes = $2,207.15.> > Today, we charged a 25% deposit ($551.79) to your > VISA for the accommodations at [redacted]. > Thank you. The balance is due by April 15, 2017. > > When you arrive, you can go directly to the condo and enter > [redacted] on the keypad to unlock the door (no keys).  Your > assigned parking space is number **.  The current gate code > is [redacted].> > After settling in, please visit the front desk to register.  You > be asked to provide your vehicle's license plate number. > You will be invited to attend a poolside orientation with > complimentary breakfast on your first morning. There is > also a mai tai party poolside on Wednesday afternoon with > live Hawaiian music. Free newspapers are available daily > near the reception desk, as is some computer time. > > There is a broadband Wi-Fi modem in the condo. > The condo phone number is [redacted]. Local calls > are free. > > Smoking is relegated to several areas designated by the > resort. No smoking is permitted in the condos.> Regards, > > James G[redacted]  > Hono Kai Realty > [redacted]Cancellation policy:If you cancel more than 120 days prior to the arrival date, your deposits will be refunded minus a $75. handling fee. If you cancel 120, or fewer, days before your arrival date, only those funds recaptured through a replacement booking will be refunded.  Partial cancellation will be accepted up to 120 days prior to the arrival date only if it the date(s) cancelled provides for at least a 7-night opening. If, for any reason, we cannot provide the accommodations as described above, or can only provide the accommodations for a portion of the time, our liability will be limited to the return of payments made, or a portion thereof prorated to take account of time spent staying in the accommodations.Security deposit: In lieu of a security deposit, we will retain your credit card information and make charges against your card to cover any losses due to damage and/or missing items.  Likewise, a fee will be charged to cover the cost of extraordinary cleaning, should such cleaning be required as a result of your stay.Security deposit: In lieu of a security deposit, we will retain your credit card information and make charges against your card to cover any losses due to damage and/or missing items.  Likewise, a fee will be charged to cover the cost of extraordinary cleaning, should such cleaning be required as a result of your stay.