Parrish Collection Kauai (The)

Complaint: [redacted] I am rejecting this response because: The information contained in the response is not completely true First, we did not have the majority of our personal belongings left in the condo We took everything to the hotel except the food we had brought from the Princeville condo we had been staying at the previous two weeks There was nowhere to store that much food in the hotel refrigerator As you recall, the day we left for the hotel and your cleaners came they took all of our food including several bottles of unopened wineNobody from your office let them know we were supposed to return That meant there wasn't anything of ours left there You finally reimbursed us for that food after several phone callsSecond, you didn't fully treat the condo for roaches A few traps were not sufficient to get rid of the amount of roaches we observed The day we were to move back the roaches were still thereDid you expect us to spend the next ten days cooking in the kitchen with roaches running over utentials and dishes? Why didn't you sp [redacted] while we were out of the condo? As for my loud conversation that resulted in calls to your office, I did apologize to those neighbors but felt I should warn them about the roaches We had just observed many of them in the condo and I was furious that after three days they hadn't been killed You make it sound like this incident was the reason you told us to relocate to another property I feel you asked us to leave because you didn't want to deal with our complaints anymore even though they were justified It was very difficult to find a place to stay for the remaining ten days and you didn't make any effort to help us with this I still feel you should refund the amount I requested We were not using the condo for those days I don't feel that entering to see if you followed up with eliminating the roaches equals 1/days rent You had three days to fix the problem and you didn'tYou're making it seem that it's our fault for your lack of customer service Parrish made an attempt to address our issues but didn't follow through Sincerely, [redacted]

Aloha, The [redacted] Resort Condominium Association is responsible for scheduling and paying for the scheduled Pest control services which occur on a regular basis at all condominiums This particular unit (***) was just [redacted] the morning of the guest arrival on 2/17/ We do not have a copy of any bills as it is the association’s responsibility The unit can be stayed in on the day of sp***ing so there is no time line noted by pest control to stay out of the unit If you would like to have the details you can call the Poipu Kai Resort Association at 808-742-for additional details and copies of invoices as we do not have access to that informationOur Guest Services Manager advised the guest that the unit was just [redacted] and the pest control firm noted it takes to days for the treatment to fully affect all insects The guest requested that if someone could bring roach traps as she does not want sp***-she was recovering from a recent illnessThe guest did not need to leave the unit Our cleaning staff went on 2/19/and did a full deep clean of the kitchen area to include emptying all kitchen cabinets and rewashing all the dishes and utensils as well as the interior of all the cabinets and scrubbing the kitchen floors The cost of this cleaning was paid by the owner of the unit who has received the billing from our office with his February Statement that was sent in March The total charged to the owner was $for this additional cleaning for the kitchen onlyWe did ask you to depart our property due to the very inappropriate behavior that affected other guests We have had many guests stay at the [redacted] unit [redacted] prior and after your stay without concern We dealt with the problem and have had no other guests complain about roaches at this unitWhen I advised you about departing the unit early you noted that this had already crossed your mind as a possible option to ask for You did not ask for assistance in finding another location and were relieved that this was now an option for you

We respectfully request this complaint be dismissed as it is retaliatory and falseAdvertising: The home this party rented does have air conditioning and the guest did commented they had access to the ACThis particular west facing oceanfront home has walls of glass that open up so the home is open to the oceanTo be environmentally conscious, the owner of the home has chosen to limit the use of the AC in the main room during the hottest part of the day as guests open the doors and then leave the AC onKeeping the doors open keeps the home cool enough during that part of the day and this was explained to themThis is industrystandard...like hotels where the AC goes off when you open the sliding doorsA complimentary maid service was missed due, however since they do not pay for it, there is no cost to the guest involvedWe apologized for the inconvenienceIn regards to the damage to the refrigerator door, this was beyond acceptableThis is a private home and as they acknowledged when they signed the rental policies that they would be responsible for damageHere is the section regardingthe Security Deposit: "...Your security deposit and/or credit card will be charged for any damage, missing items, loss, excessive cleaning or any unpaid rent resulting from your stay, including damage or excessive cleaning..." Prior to this guests arrival, the owner's property manager (not a Parrish Collection employee), the home's housekeeper (again, not a Parrish Collection employee) in addition to a Parrish Collection representative who greeted the guests upon arrival all were in the home and all confirmed that there was no damage to the refrigerator doorIt is pretty obviousWhen we first asked the guest about the damage, they guest reportednot knowing anything about it and did not see anythingAfter confirming it was not there prior to their arrival and then sending them photos which clearly showed the damage along with a cost estimate of the repair, they then changed their storyAfter that, they then and now state that it was there when they got thereVia email, the guest threatened that if we did not waive the charge they would retaliate with negative reviews posted on the internetWe do not take kindly to threats and feel it is inappropriate to use threats of negative reviews to get a company to release someone from financial responsibility for which they are clearly responsibleWe stand by the charge and will (or have) posted a response similar to above for all postings

[redacted] As we noted in our previous response we do our best to keep all units in working order however, maintenance issues do occur and sometimes they are not able to be corrected as timely as we would like Our booking policies and conditions that the guest signed and agreed to states the following: Maintenance and Repairs: We make every effort to ensure that all equipment within each rental is in working order In the event of a breakdown, we will strive to repair it as soon as possible after being notified of a problem We cannot guarantee that spas, air conditioners, televisions, appliances, high speed access, etcwill not break down during your stay and therefore, no refunds or adjustments will be made for mechanical failure Furthermore, there will be no refunds or adjustments made for any other unexpected situation beyond our control such as bugs, rodents, roosters, frogs, weather and the likeThe guest could have stayed in the unit they had booked without the AC The guest made the decision that they had to have AC and that was a stipulation they made to usWe offered them what we had available with AC The unit available they chose was a higher priced unit than what they had originally booked and although we did provide them with a discount for the new unit we could not match the price as it was not a similar unit In addition they stayed in two different units and so both units needed to be cleaned for the next arrival hence the additional cleaning feeThe guest paid $for the [redacted] unit # [redacted] – which was on our Value Collection special rate promotion at the time - [redacted] The new unit the guest chose was at [redacted] #– The regular rate for this unit at that time was $per night – we provided them with a 25% discount off of this rate for a nightly rate of $- [redacted] All of our homes are privately owned and we do also have a fiduciary responsibility to the owners to prudently manage their island home The guest had to pay more as her personal preference and/or need for AC caused her to choose a higher priced unit which we discounted significantly In addition as we noted above we are not responsible for equipment failures and we did our best to repair however it could not be fixed during the time of their stayPlease note in the guest’s original complaint they did say they checked into moving to a hotel and they did not want to pay the price they were quoted there which was significantly higher Had the guest found an alternative location outside of the Parrish Collection we would have fully refunded the remaining portion to them “We spent more time of our vacation looking for hotels, but there was nothing available and we already spent our trip money “upgrading” to get the “AC condo” that wasn’t cool at allThe money we would have received would not have covered the cost of one new hotel room, much less two rooms!” Also please note that the reservation name we have on file is Lucas Wall and Cameron Cooper These guests paid for the reservation in question however they are not the ones filing the complaint I am not sure who Larissa Fujimoto is as she must have been traveling with the group This matter is considered resolved on our end as we provided the guest with the type of accommodation they requested and in the end they did agree to our policies and conditions which clearly details information about maintenance itemsMahalo, Simone Sales Manager, The Parrish Collection Anne E [redacted] Executive Assistant, The Parrish Collection

[redacted] Aloha ***, I apologize for the delay in responding and thank you for sending the reminder As we noted previously the Poipu Kai Association handles the scheduling and the payment for the pest control services We do not follow up with the Pest control company separately to confirm they did their job We saw the notice on the door of the unit the day the guest was arriving and assumed the [redacted] was completed as scheduled and that is what I relayed in my previous response The association received the details of the access problem from the pest control company directly and several times and should have notified us of the issue shortly after, however they did not We cannot address a situation that we are not aware of The association called me after speaking with Mrs [redacted] to advise me of the same details she provide to the guest I would say this is a very late notice and an unfortunate lack of communication to us We have since worked to correct the key access issueWe have already provided Mrs [redacted] with a full refund of the days that she and her possessions were not in the unitMahalo Simone M [redacted] Subscribe to our blog and quarterly newsletter for Kauai deals and island updatesTHE PARRISH COLLECTION KAUAI [redacted] [redacted] [redacted] [redacted] [redacted]

Aloha [redacted] and ***,I hope that you are doing well The last time we corre [redacted] about your stay was 4/27/ You have also corre [redacted] a week earlier on 4/17/to Pat Finberg our guest services manager as well.Yes, we do agree that there was an unusual roach problem at the *** [redacted] unit # [redacted] that you had reserved You had reserved a two week stay from 2/17/to 3/2/ You had also previously stayed with us on the North shore from 2/3/to 2/17/with no concerns noted about that stay.Our guest services manager worked with you closely and we did have the unit fully treated and then cleaned fully You did agree to leave the unit for the two or three days that it would take and then come back to that unitYou did leave the majority of your personal items in the unit and you also kept the keys to your unit.In fact you went back to the unit one evening to get some of your personal items At that time you did quite loudly yell so that our guests above and below you heard the very distasteful words you had to say about the Parrish Collection The guests in both unit #***(below) and #***(above) called our office the next day to let us know of the disturbance and if they should be worried about a roach problem in their accommodations.At that time since you obviously did not have consideration for those around, or felt that we were not working with you to resolve the problem, did advise you that the best plan of action would be for you to check out on 2/21/ We refunded you the remaining amount of your stay and you found alternative accommodations that worked better for you.As I noted in my email to you on 4/I understand that you may not agree with our assessment of the situation or with the outcome of the refund amount you received The owner of the company, Jonathan Parrish, is well aware of the entire details of your stay with us from the start of the unfortunate circumstances He was also consulted again on your latest email request about receiving back the additional nights you feel you are entitled too.Please note that you had access to the unit over the days you chose not to stay there and the majority of your personal belongings were maintained in the home over these dates Our refund amount to you will remain as it standsTell us why here

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*** *** *** * *** ** ***Aloha ***,We will not be participating in any mediation process.Thank youSimone M***Subscribe to our blog and quarterly newsletter for Kauai deals and island updates.*** *** *** ***
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Complaint: ***
I am rejecting this response because: As Parrish suggested, I called the Poipu Kai Association for details about the sp***ing of unit *** at *** *** I found out their records show that the pest control service was at *** *** shortly before we checked in but could not enter *** because that unit has a special lock and there wasn't a way for them to get in I was also told that pest control was not able to sp*** *** in December and April, for the same reason The unit was finally *** on May 23rd since the owner was there and let them in So Parrish was not telling us the truth about sp***ing No wonder there were so many roaches! Why didn't Parrish know the company couldn't get in? Tha assiociation is in charge of sp***ing the property but Parrish manages it and should know what's going on Why didn't Parrish call the pest control company to check on the sp***ing after our complaint? I called the pest company and they also confirmed they weren't able to enter to spay on those dates They would rather blame us for complaining about the roaches than take responsibility for the problem themselves If the pest control had been called they would have known *** wasn't *** and could have returned while we were gone for three days to do so I wasn't going to return to a unit that still had roaches
Sincerely,
*** ***

Aloha, We apologize that your stay with us was unpleasant. The time period of your stay was during a time when the whole state of Hawaii was experiencing record breaking temperatures and everyone was hot and miserable. In our policies which every guest signs we state the following:
Maintenance and Repairs: We make every effort to ensure that all equipment within each rental is in working order. In the event of a breakdown, we will strive to repair it as soon as possible after being notified of a problem. We cannot guarantee that spas, air conditioners, televisions, appliances, high speed access, etcwill not break down during your stay and therefore, no refunds or adjustments will be made for mechanical failure. Furthermore, there will be no refunds or adjustments made for any other unexpected situation beyond our control such as bugs, rodents, roosters, frogs, weather and the likeThis AC system breakdown was beyond our control. As soon as we knew about the problem we contacted you which unfortunately was very close to your arrival. We did have the AC system assessed by the repairmen prior to your arrival and he advised of the new part needed which would not arrive to the island in time for your stayUnfortunately we had no other units available with AC for your whole stay. We did move you to another Regency garden view unit #*** which was available for nights of your stay and unfortunately it was not available for your full stay. We then offered you a discounted price for another oceanfront unit at *** *** which had AC in the bedroom. Your claim that you were told the air conditioning in *** *** was central is not possible. There are no units at *** *** that have central air and all of our staff is fully aware of thisIn the *** *** unit one of the bedroom AC units also discontinued working and we were not able to fix it based on the assessment of the repairman who went. We did discount you an additional 10% for the days this unit did not work. Fortunately we had an opportunity with an owner of another unit at *** *** who was replacing one of his AC units. He allowed us to use this AC as a temporary fix for the remainder of your stayLiving or visiting a remote island destination does have its drawbacks, one of which is the lack of availability of parts and accessories that can be taken for granted when visiting from the mainland. Here on Kauai we sometimes cannot get fast access to the needed parts and that is the case for your stayShould you have been able to find acceptable alternative accommodations we would certainly have refunded any unused days so that you could have more fully enjoyed your stay on Kauai. As you noted the island was very busy and you were not able to find alternative accommodations with AC at a price that was acceptable to youUnfortunately we cannot provide you a full refund for your stay. You did have accommodations and although the AC amenity was not available we did our best to offer alternatives based on what was available at the time and discounted and refunded as necessary

Hi ***Thank you for your prompt attention and help concerning the above complaint.I would like to inform you that The Parrish Collection have offered a full refund and I therefore would like to withdraw the complaint.I am sure the company will be honorable and process a full refund within the next
few danot I will keep you informed.John ***Sent from my ***

This guest already left a review of which we responded See below which was copied from your web site They are now exaggerating and lying about what happened and we will not be threatened into offering any refund Guest booked this particular home and after chetold
our staff that “everything was great”The guest then called a few days into their stay to ask for a late checkoutGiven it was not arranged in advance and that we had another arrival that day, we could not grant itAfter that, the guest’s tone changed and then the complaints startedGuest’s first complaint was about some people who were parked across the public road who were talking and laughing loudWe apologized and stated we have no control over general public areasWe stated that if it gets out of control and/or disruptive in any way, we or they could call the police as that is their jurisdictionA few days later, they then called about a crying baby next doorWe again said that while we can call and ask for the neighbor to try to be respectful of neighbors (which we did) there was not much we can doWe offered to move them to another property which they declinedNote also that this guest only overlapped with this guest for of the their daysGuest them threatened to challenge the charge on her card and mentioned that we misrepresented the home and that she would not have rented it had she known it was a duplexHowever, our web site has photos of the home that clearly show it is a duplex and we also mentioned that it “can be rented with adjoining” propertyAll this info is clear, precise and could not be more descriptiveAlso note, these same exact property descriptions are on *** as wellThis review is purely vindictive as the guest had no concrete complaints about the property that we could addressWe are sorry that there may have been excess public noise, but if they wanted total silence, they should have picked a property that was more remote and ruralWe did everything in our power to address any and all concerns and again offered to move them, but they declinedWe feel we did everything in our power to satisfy the situation

Our condo condo contract did not stipulate that they needed to find us a different accommodation, however it did not say that because of their mistake we should have to pay an upgrade fee.  Our complaint was that we were told the day before we were leaving that our condo we booked and paid for would not be available.  We were FORCED to pay more for less.  We were inconvenienced throughout our whole trip.  It does not say in their contract that if they cancel on us that we have to pay an upgrade fee.  How should we have handled the situation differently if we were under duress?  We did not have a choice.  It does not make sense that we would have to pay for their mistake.  We were only offered the refund - which would not be retroactive, or given to us for immediate use -for the two days we had left on the island.  We didn't have any more money to find different accommodations.  We made decisions out of fear and duress.  I do not understand why we should have to suffer the consequences when they are the ones who ruined our vacation.  We have documented cases of medical issues that needed to be comfortable in air conditioning.  We told them about our medical issues several times and even after we paid more for an "upgrade" we still did not have what they told us, because the air conditioning did not work. We suffered in pain because of them and we could not seek medical attention because we did not have any money left over in our contingency fund. And regardless of what they said, we were promised central air in our unit at [redacted].  We should get a full refund or at least our upgrade charge back.  It is completely unscrupulous and they need to pay us what we deserve.  I am submitting this complaint under protest because I do not think 30 minutes is enough time to sufficiently answer this complaint.

Complaint: [redacted]
I am rejecting this response because:  The information contained in the response is not completely true.  First, we did not have the majority of our personal belongings left in the condo.  We took everything to the hotel except the food we had brought from the Princeville condo we had been staying at the previous two weeks.  There was nowhere to store that much food in the hotel refrigerator.  As you recall, the day we left for the hotel and your cleaners came they took all of our food including several bottles of unopened wine. Nobody from your office let them know we were supposed to return.  That meant there wasn't anything of ours left there.  You finally reimbursed us for that food after several phone calls. Second, you didn't fully treat the condo for roaches.  A few traps were not sufficient to get rid of the amount of roaches we observed.  The day we were to move back the roaches were still there. Did you expect us to spend the next ten days cooking in the kitchen with roaches running over utentials and dishes?  Why didn't you sp[redacted] while we were out of the condo?  As for my loud conversation that resulted in calls to your office, I did apologize to those neighbors but felt I should warn them about the roaches.  We had just observed many of them in the condo and I was furious that after three days they hadn't been killed.  You make it sound like this incident was the reason you told us to relocate to another property.  I feel you asked us to leave because you didn't want to deal with our complaints anymore even though they were justified.  It was very difficult to find a place to stay for the remaining ten days and you didn't make any effort to help us with this.  I still feel you should refund the amount I requested.  We were not using the condo for those days.  I don't feel that entering to see if you followed up with eliminating the roaches equals 2 1/2 days rent.  You had three days to fix the problem and you didn't. You're making it seem that it's our fault for your lack of customer service.  Parrish made an attempt to address our issues but didn't follow through.
Sincerely,
[redacted]

Aloha [redacted] and [redacted],I hope that you are doing well.  The last time we corre[redacted] about your stay was 4/27/16.  You have also corre[redacted] a week earlier on 4/17/16 to Pat Finberg our guest services manager as well.Yes, we do agree that there was an unusual roach problem at the [redacted]...

[redacted] unit #[redacted] that you had reserved.  You had reserved a two week stay from 2/17/16 to 3/2/16.  You had also previously stayed with us on the North shore from 2/3/16 to 2/17/16 with no concerns noted about that stay.Our guest services manager worked with you closely and we did have the unit fully treated and then cleaned fully.  You did agree to leave the unit for the two or three days that it would take and then come back to that unit. You did leave the majority of your personal items in the unit and you also kept the keys to your unit.In fact you went back to the unit one evening to get some of your personal items.  At that time you did quite loudly yell so that our guests above and below you heard the very distasteful words you had to say about the Parrish Collection.  The guests in both unit #[redacted](below) and #[redacted](above) called our office the next day to let us know of the disturbance and if they should be worried about a roach problem in their accommodations.At that time since you obviously did not have consideration for those around, or felt that we were not working with you to resolve the problem, did advise you that the best plan of action would be for you to check out on 2/21/16.  We refunded you the remaining amount of your stay and you found alternative accommodations that worked better for you.As I noted in my email to you on 4/27 I understand that you may not agree with our assessment of the situation or with the outcome of the refund amount you received.  The owner of the company, Jonathan Parrish, is well aware of the entire details of your stay with us from the start of the unfortunate circumstances.  He was also consulted again on your latest email request about receiving back the additional nights you feel you are entitled too.Please note that you had access to the unit over the days you chose not to stay there and the majority of your personal belongings were maintained in the home over these dates.  Our refund amount to you will remain as it stands. Tell us why here...

Aloha, The [redacted] Resort Condominium Association is responsible for scheduling and paying for the scheduled Pest control services which occur on a regular basis at all condominiums.  This particular unit ([redacted]) was just [redacted] the morning of the guest arrival on 2/17/16.  We do not have a copy of any bills as it is the association’s responsibility.  The unit can be stayed in on the day of sp[redacted]ing so there is no time line noted by pest control to stay out of the unit.  If you would like to have the details you can call the Poipu Kai Resort Association at 808-742-2229 for additional details and copies of invoices as we do not have access to that information. Our Guest Services Manager advised the guest that the unit was just [redacted] and the pest control firm noted it takes 3 to 5 days for the treatment to fully affect all insects.  The guest requested that if someone could bring roach traps as she does not want sp[redacted]-she was recovering from a recent illness. The guest did not need to leave the unit.  Our cleaning staff went on 2/19/17 and did a full deep clean of the kitchen area to include emptying all kitchen cabinets and rewashing all the dishes and utensils as well as the interior of all the cabinets and scrubbing the kitchen floors.  The cost of this cleaning was paid by the owner of the unit who has received the billing from our office with his February Statement that was sent in March 2016.  The total charged to the owner was $90.00 for this additional cleaning for the kitchen only. We did ask you to depart our property due to the very inappropriate behavior that affected other guests.  We have had many guests stay at the [redacted] unit [redacted] prior and after your stay without concern.  We dealt with the problem and have had no other guests complain about roaches at this unit. When I advised you about departing the unit early you noted that this had already crossed your mind as a possible option to ask for.  You did not ask for assistance in finding another location and were relieved that this was now an option for you.

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[redacted] Aloha [redacted], I apologize for the delay in responding and thank you for sending the reminder.  As we noted previously the Poipu Kai Association handles the scheduling and the payment for the pest control services.  We do not follow up with the Pest control company separately to confirm they did their job.  We saw the notice on the door of the unit the day the guest was arriving and assumed the [redacted] was completed as scheduled and that is what I relayed in my previous response.  The association received the details of the access problem from the pest control company directly and several times and should have notified us of the issue shortly after, however they did not.  We cannot address a situation that we are not aware of.  The association called me after speaking with Mrs. [redacted] to advise me of the same details she provide to the guest.  I would say this is a very late notice and an unfortunate lack of communication to us.  We have since worked to correct the key access issue. We have already provided Mrs. [redacted] with a full refund of the days that she and her possessions were not in the unit. Mahalo Simone M[redacted] Subscribe to our blog and quarterly newsletter for Kauai deals and island updates. THE PARRISH COLLECTION KAUAI [redacted] *
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We respectfully request this complaint be dismissed as it is retaliatory and false. 1. False Advertising: The home this party rented does have air conditioning and the guest did commented they had access to the AC. This particular west facing oceanfront home has walls...

of glass that open up so the home is open to the ocean. To be environmentally conscious, the owner of the home has chosen to limit the use of the AC in the main room during the hottest part of the day as guests open the doors and then leave the AC on. Keeping the doors open keeps the home cool enough during that part of the day and this was explained to them. This is industrystandard...like hotels where the AC goes off when you open the sliding doors. 2. A complimentary maid service was missed due, however since they do not pay for it, there is no cost to the guest involved. We apologized for the inconvenience. 3. In regards to the damage to the refrigerator door, this was beyond acceptable. This is a private home and as they acknowledged when they signed the rental policies that they would be responsible for damage. Here is the section regardingthe Security Deposit: "...Your security deposit and/or credit card will be charged for any damage, missing items, loss, excessive cleaning or any unpaid rent resulting from your stay, including damage or excessive cleaning..." Prior to this guests arrival, the owner's property manager (not a Parrish Collection employee), the home's housekeeper (again, not a Parrish Collection employee) in addition to a Parrish Collection representative who greeted the guests upon arrival all were in the home and all confirmed that there was no damage to the refrigerator door. It is pretty obvious. When we first asked the guest about the damage, they guest reportednot knowing anything about it and did not see anything. After confirming it was not there prior to their arrival and then sending them photos which clearly showed the damage along with a cost estimate of the repair, they then changed their story. After that, they then and now state that it was there when they got there. Via email, the guest threatened that if we did not waive the charge they would retaliate with negative reviews posted on the internet. We do not take kindly to threats and feel it is inappropriate to use threats of negative reviews to get a company to release someone from financial responsibility for which they are clearly responsible. We stand  by the charge and will (or have) posted a response similar to above for all postings.

Complaint: [redacted]
I am rejecting this response because:We were at YOUR mercy! We did not have a choice to stay anywhere else.  You did nothing to make us more comfortable during our complaints.  You didn't offer us comparable acvomadation a which is what you needed to do.  WE didn't have a choice. We had to suffer and pay more. And what about the cleaning fee? Why did we have to pay that TWICE? You are the ones that ruined our trip and you added more fees? Why? The AC units were broken, and you only fixed one, why? I am responding under protest. 30 minutes is not enough time to accurately and effectively respond to such a disparaging matter.
Larissa Fujimoto

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[redacted] As we noted in our previous response we do our best to keep all units in working order however, maintenance issues do occur and sometimes they are not able to be corrected as timely as we would like.  Our booking policies and conditions that the guest signed and agreed to states the following: Maintenance and Repairs:  We make every effort to ensure that all equipment within each rental is in working order.  In the event of a breakdown, we will strive to repair it as soon as possible after being notified of a problem.  We cannot guarantee that spas, air conditioners, televisions, appliances, high speed access, etc. will not break down during your stay and therefore, no refunds or adjustments will be made for mechanical failure.  Furthermore, there will be no refunds or adjustments made for any other unexpected situation beyond our control such as bugs, rodents, roosters, frogs, weather and the like. The guest could have stayed in the unit they had booked without the AC.  The guest made the decision that they had to have AC and that was a stipulation they made to us. We offered them what we had available with AC.  The unit available they chose was a higher priced unit than what they had originally booked and although we did provide them with a discount for the new unit we could not match the price as it was not a similar unit.  In addition they stayed in two different units and so both units needed to be cleaned for the next arrival hence the additional cleaning fee. The guest paid $189.00 for the [redacted] unit #[redacted] – which was on our Value Collection special rate promotion at the time - [redacted] The new unit the guest chose was at [redacted] #16 – The regular rate for this unit at that time was $375.00 per night – we provided them with a 25% discount off of this rate for a nightly rate of $282.00 - [redacted] All of our homes are privately owned and we do also have a fiduciary responsibility to the owners to prudently manage their island home.  The guest had to pay more as her personal preference and/or need for AC caused her to choose a higher priced unit which we discounted significantly.  In addition as we noted above we are not responsible for equipment failures and we did our best to repair however it could not be fixed during the time of their stay. Please note in the guest’s original complaint they did say they checked into moving to a hotel and they did not want to pay the price they were quoted there which was significantly higher.  Had the guest found an alternative location outside of the Parrish Collection we would have fully refunded the remaining portion to them.  “We spent more time of our vacation looking for hotels, but there was nothing available and we already spent our trip money “upgrading” to get the “AC condo” that wasn’t cool at all. The money we would have received would not have covered the cost of one new hotel room, much less two rooms!” Also please note that the reservation name we have on file is Lucas Wall and Cameron Cooper.  These guests paid for the reservation in question however they are not the ones filing the complaint.  I am not sure who Larissa Fujimoto is as she must have been traveling with the group.  This matter is considered resolved on our end as we provided the guest with the type of accommodation they requested and in the end they did agree to our policies and conditions which clearly details information about maintenance items. Mahalo,  Simone Sales Manager, The Parrish Collection   Anne E[redacted] Executive Assistant, The Parrish Collection