Hunakai Cottage

Dear Ms***,Thank for your letter informing us of the complaint ID *** filed by Mr*** ***.My husband, Fredrick S*** M.D(voted one of Hawaii's top physicians by *** ***) and I operate a permitted vacation rental in the Spreckelsville neighborhood of Paia, Maui
Our permit number is: *** *** ***We advertise on *** and *** ***.We take our responsibility and hosts very seriously and are sad when guests are not prepared for a North Shore experience; we therefore have gone out of our way to prepare visitors by posting information about weather conditions and bugs on *** and *** ***Our advertisements state and we write in our rental agreement: "Visitors to Maui please be advised the North Shore is known for bigger waves, wind and overall more intense weatherOur cottage is regularly inspected for bed bugs and treated for bugsWe cover our mattress, box springs and pillows in bed bug and dust mite proof coversWe keep a bed bug inspection report onfileNevertheless, in our cottageyou may see: geckos, a centipede, ants, seasonal bugs that are attracted to light then arefound dead in the morning on thefloor, mosquitos, roaches, unusual spiders, etcWedo the best to makeyou comfortable, but we cannot control the weather or nature's creaturesThat said, we LOVE the North Shore and this is absolutely the best North Shore location! "Mr*** booked our property using ***Our *** listing is You will see from our listing that we post detailed photos of our cottage inside and outThe first sentence of our description notes that our cottage is an over garage cottage*** has not helped Mr*** recover his rental payment for numerous reasons, one being that the rental agreement Mr*** signed includes our disclaimer about the weather and bugs and also states that refunds are not offered after check-in. Furthermore, *** is taking action against Mr*** because he has sent numerous harassing emails, is making claims, is "abusing the *** system" by submitting numerous harassing reviews with increasingly outrageous claims, etc.We use Bowman Pest Control to treat monthly for bugs inside and outsideWe are happy to provide documentation of our regular servicingOur cottage was treated inside for bugs on 10/21/Our cottage was treated outside on 10/16/and again on 11/13/15.Our cottage is professionally cleaned for four hours between check-out and check-in, we hire professionals to deep clean numerous times a year, and our property is regularly maintained (power washed, screens rep***ed, touch up paint inside and out, windows washed, etc.)The claims that the cottage is unclean and poorly maintained are false.The claims that we would not meet the guests' requests to clean or treat the cottage for bugs are also falseThe guests never made this request, verbally or in writing Verbal communication with Mr*** and his wife wasvery difficult After, listening to their very hostile complaints, I asked them to please speak politely, so that I could better hear their concerns Mr.*** stated, that he was leaving and made numerous threats.After the guests left, we had the inside of the cottage inspected for bugsBowman informed us, that when the weather is wet and hot there are more bugsWe were told that there was no German Roach infestation or any sign of any kind of bug infestationWe were told that the larger flying roaches could crawl in from the drain at any timeAll the contents of the kitchen cupboards and shelves were removed; there was no sign of dirt or bug droppings On 10/6/additional bait was placed and the cottage interior was sprayed including the inside of the shelves and drawers.The cottage was inspected for dirt and was found to be cleanWe nevertheless, deep cleaned on 11/4/and cleaned again before our next cheon 11/9/15. Our cottage is booked year round; we have guests returning annuallyOne can see from our other *** reviews that our property is clean, well maintained and has been enjoyed by many visitorsAlthough, Mr.*** states that he has visited Hawaii before, when queried he confirmed that he had never stayed in our area which has a subtropical climateAlthough, we are very sad that Mr*** and his wife did not closely read our advertisement, did not read our rental agreement and chose a location not suited to their liking we cannot be harassed and cannot offer a refund.Sincerely,Melissa S***

Dear Ms***,Thank for your letter informing us of the complaint ID *** filed by Mr*** ***.My husband, Fredrick S*** M.D(voted one of Hawaii's top physicians by *** ***) and I operate a permitted vacation rental in the Spreckelsville neighborhood of
Paia, Maui Our permit number is: *** *** ***We advertise on *** and *** ***.We take our responsibility and hosts very seriously and are sad when guests are not prepared for a North Shore experience; we therefore have gone out of our way to prepare visitors by posting information about weather conditions and bugs on *** and *** ***Our advertisements state and we write in our rental agreement: "Visitors to Maui please be advised the North Shore is known for bigger waves, wind and overall more intense weatherOur cottage is regularly inspected for bed bugs and treated for bugsWe cover our mattress, box springs and pillows in bed bug and dust mite proof coversWe keep a bed bug inspection report onfileNevertheless, in our cottageyou may see: geckos, a centipede, ants, seasonal bugs that are attracted to light then arefound dead in the morning on thefloor, mosquitos, roaches, unusual spiders, etcWedo the best to makeyou comfortable, but we cannot control the weather or nature's creaturesThat said, we LOVE the North Shore and this is absolutely the best North Shore location! "Mr*** booked our property using ***Our *** listing is You will see from our listing that we post detailed photos of our cottage inside and outThe first sentence of our description notes that our cottage is an over garage cottage*** has not helped Mr*** recover his rental payment for numerous reasons, one being that the rental agreement Mr*** signed includes our disclaimer about the weather and bugs and also states that refunds are not offered after check-in. Furthermore, *** is taking action against Mr*** because he has sent numerous harassing emails, is making claims, is "abusing the *** system" by submitting numerous harassing reviews with increasingly outrageous claims, etc.We use Bowman Pest Control to treat monthly for bugs inside and outsideWe are happy to provide documentation of our regular servicingOur cottage was treated inside for bugs on 10/21/Our cottage was treated outside on 10/16/and again on 11/13/15.Our cottage is professionally cleaned for four hours between check-out and check-in, we hire professionals to deep clean numerous times a year, and our property is regularly maintained (power washed, screens rep***ed, touch up paint inside and out, windows washed, etc.)The claims that the cottage is unclean and poorly maintained are false.The claims that we would not meet the guests' requests to clean or treat the cottage for bugs are also falseThe guests never made this request, verbally or in writing Verbal communication with Mr*** and his wife wasvery difficult After, listening to their very hostile complaints, I asked them to please speak politely, so that I could better hear their concerns Mr.*** stated, that he was leaving and made numerous threats.After the guests left, we had the inside of the cottage inspected for bugsBowman informed us, that when the weather is wet and hot there are more bugsWe were told that there was no German Roach infestation or any sign of any kind of bug infestationWe were told that the larger flying roaches could crawl in from the drain at any timeAll the contents of the kitchen cupboards and shelves were removed; there was no sign of dirt or bug droppings On 10/6/additional bait was placed and the cottage interior was sprayed including the inside of the shelves and drawers.The cottage was inspected for dirt and was found to be cleanWe nevertheless, deep cleaned on 11/4/and cleaned again before our next cheon 11/9/15. Our cottage is booked year round; we have guests returning annuallyOne can see from our other *** reviews that our property is clean, well maintained and has been enjoyed by many visitorsAlthough, Mr.*** states that he has visited Hawaii before, when queried he confirmed that he had never stayed in our area which has a subtropical climateAlthough, we are very sad that Mr*** and his wife did not closely read our advertisement, did not read our rental agreement and chose a location not suited to their liking we cannot be harassed and cannot offer a refund.Sincerely,Melissa S***

Complaint: 10953861
I am rejecting this response because:
Sincerely,
[redacted] L [redacted], D.V. (Disabled Veteran)Beverly J [redacted], B.W./B.M./B.G./J.A.G.P.19875 Cedar Run Rd[redacted], Mi 49684Dear Lori, I am thankful that you received a response, maybe this will help the Property Owner and Us find a common ground within we can find a solution.My wife, [redacted] voted the Best Wife, Best Mother, Best Grand Mom and Just a Great Person for the last 30 years by Our our 4 wonderful children, Our 8 GREAT Grandchildren and Great Person and loving Person by friends, neighbors, family and even our critter's Rudy and Buddy (Dog and Cat)We take our lives not quite as seriously as the S[redacted] Family and have been practicing "Aloha" ever since we first fell in love with the county of Maui but with other inlands in the state for almost 20 years now. I realize that we are not quite the pillars of community of Maui as the Sand's family but as Visitors we do try and do the right thing weather at home or on Maui that is just part of our faith.I really  can't deviate from the complaint i've made with the Revdex.com other than we have "never" had a similar experience on ANY of the Hawaii Islands that we had the night we arrived at theSand's loft over the Garage. (Please don't get me wrong the pictures are wonderful and we looked forward with great expectations, the north shore is beautiful!)I guess anyone can have made a mistake (Ourselves and the Sand's included) We have never had a bad review or given one in 67 years ! [redacted]My wife when Melissa Sand's showed up was told to talk to her only with respect, which is the only my wife would talk anyway, and all she requested was maybe the Loft should maybe be resprayed and or be re-cleaned, before that Mrs S[redacted] was presented with a collection of quarter size dead cockroaches and an assortment of other bugs that I had personally killed from the silver ware drawer. That is when Mrs S[redacted] gave us the lecture on the north shores diverse climate, etc. etc. etc.The last e-mail I sent Mrs S[redacted] was to put our personal feelings aside and resolve the issue at hand, we had not stayed 24 hours and had been penalize approximately $ 1800, whew, even the GREAT M.D. must have been surprised at those figures !!  Mrs S[redacted] offered NOTHING to settle. So,I asked that she refund our money and apologize and let me know as soon as possible for I wanted to turn it over to an attorney with the DAV (Disabled American Veterans) Sorry for that outburst, for I am starting to get upset again. Now, I know Mrs S[redacted] must have a iron clad contract, we had a horrible experience and it's has been aggravating for all involved so let's put this all behind us.I would be willing to let the Revdex.com be the arbiter and come up with a solution that we could abide by without ANYmore bickering back and forth, to help put this behind us and to "just do the right thing" I am willing to, RIGHT NOW...and I hope Mrs S[redacted] would be too !!??  I have faith in the Revdex.com....LET'S DO IT...[redacted]PS Since we had to leave her Rental we had to find another, we left a review and they respondedCheck-In:  11/7/15Check-Out: 11/19/15To Whom This May Concern:We are the owners of a studio condo in Kahana, Maui.  We pride ourselves in our home here on Maui, and are pleased to be able to share it with guests from around the world.This note is to "speak to" our rental experience with [redacted] and [redacted].  The [redacted]'s booked our condo early in 2015 for a 9-night stay.  It was our understanding that they wanted to experience Maui from multiple perspectives, so they also booked accommodations on the North Shore for several nights prior to arriving at our condo.During the course of the year we had opportunities to email and phone the [redacted]'s answering questions, getting payments processed, etc. Our interactions with them were always very pleasant and we found them to be extremely cordial people who were willing to answer anything we asked of them concerning their reservation, and we of course very happy to answer any questions or concerns that they may have had.  The [redacted]'s were well-prepared people and only asked us to confirm information, which is the norm in the reservation process.After their arrival on-island, they contacted us explaining that they had need to seek additional nights in our condo if the nights were available.  We were very happy to extend to them 3 additional night prior to their original scheduled arrival date.The [redacted]'s took excellent care of our condo, left it in great shape, and during their stay we had very pleasant interactions with them.  They checked-in with us when they had questions, and we of course were happy to be of assistance when they needed anything.We would rent to [redacted] and [redacted] "in an instant" should they ever contact us again, with plans to return to Maui.  We could not have asked for "better tenants/guests" in our condo. aloha pumehana (warmest regards)[redacted] and [redacted]

Complaint: 10953861
I am rejecting this response because:
Sincerely,
[redacted]
[redacted] L [redacted], D.V. (Disabled Veteran)
Beverly J [redacted], B.W./B.M./B.G./J.A.G.P.
19875 Cedar Run Rd
[redacted], Mi 49684
Dear Lori, 
I am thankful that you received a response, maybe this will help the Property Owner and Us find a common ground within we can find a solution.
My wife, [redacted] voted the Best Wife, Best Mother, Best Grand Mom and Just a Great Person for the last 30 years by Our our 4 wonderful children, Our 8 GREAT Grandchildren and Great Person and loving Person by friends, neighbors, family and even our critter's Rudy and Buddy (Dog and Cat)
We take our lives not quite as seriously as the S[redacted] Family and have been practicing "Aloha" ever since we first fell in love with the county of Maui but with other inlands in the state for almost 20 years now. I realize that we are not quite the pillars of community of Maui as the Sand's family but as Visitors we do try and do the right thing weather at home or on Maui that is just part of our faith.
I really  can't deviate from the complaint i've made with the Revdex.com other than we have "never" had a similar experience on ANY of the Hawaii Islands that we had the night we arrived at the
Sand's loft over the Garage. (Please don't get me wrong the pictures are wonderful and we looked forward with great expectations, the north shore is beautiful!)
I guess anyone can have made a mistake (Ourselves and the Sand's included) We have never had a bad review or given one in 67 years ! [redacted]
My wife when Melissa Sand's showed up was told to talk to her only with respect, which is the only my wife would talk anyway, and all she requested was maybe the Loft should maybe be resprayed and or be re-cleaned, before that Mrs S[redacted] was presented with a collection of quarter size dead cockroaches and an assortment of other bugs that I had personally killed from the silver ware drawer. That is when Mrs S[redacted] gave us the lecture on the north shores diverse climate, etc. etc. etc.
The last e-mail I sent Mrs S[redacted] was to put our personal feelings aside and resolve the issue at hand, we had not stayed 24 hours and had been penalize approximately $ 1800, whew, even the GREAT M.D. must have been surprised at those figures !!  Mrs S[redacted] offered NOTHING to settle. So,I asked that she refund our money and apologize and let me know as soon as possible for I wanted to turn it over to an attorney with the DAV (Disabled American Veterans) 
Sorry for that outburst, for I am starting to get upset again. 
Now, I know Mrs S[redacted] must have a iron clad contract, we had a horrible experience and it's has been aggravating for all involved so let's put this all behind us.
I would be willing to let the Revdex.com be the arbiter and come up with a solution that we could abide by without ANYmore bickering back and forth, to help put this behind us and to 
"just do the right thing" I am willing to, RIGHT NOW...and I hope Mrs S[redacted] would be too !!??  I have faith in the Revdex.com....LET'S DO IT...
[redacted]PS Since we had to leave her Rental we had to find another, we left a review and they responded
Check-In:  11/7/15Check-Out: 11/19/15To Whom This May Concern:We are the owners of a studio condo in Kahana, Maui.  We pride ourselves in our home here on Maui, and are pleased to be able to share it with guests from around the world.This note is to "speak to" our rental experience with [redacted] and [redacted].  The [redacted]'s booked our condo early in 2015 for a 9-night stay.  It was our understanding that they wanted to experience Maui from multiple perspectives, so they also booked accommodations on the North Shore for several nights prior to arriving at our condo.During the course of the year we had opportunities to email and phone the [redacted]'s answering questions, getting payments processed, etc. Our interactions with them were always very pleasant and we found them to be extremely cordial people who were willing to answer anything we asked of them concerning their reservation, and we of course very happy to answer any questions or concerns that they may have had.  The [redacted]'s were well-prepared people and only asked us to confirm information, which is the norm in the reservation process.After their arrival on-island, they contacted us explaining that they had need to seek additional nights in our condo if the nights were available.  We were very happy to extend to them 3 additional night prior to their original scheduled arrival date.The [redacted]'s took excellent care of our condo, left it in great shape, and during their stay we had very pleasant interactions with them.  They checked-in with us when they had questions, and we of course were happy to be of assistance when they needed anything.We would rent to [redacted] and [redacted] "in an instant" should they ever contact us again, with plans to return to Maui.  We could not have asked for "better tenants/guests" in our condo. aloha pumehana (warmest regards)[redacted] and [redacted]