Tri State Talk Magazine Inc.

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*** *** *** *** * *** *** *** *** ** *** *** *** ***We received your email with the owner's response to our claimThis is what we had expected for them to sayAll you have to do is to bring up their web site, print yourselves a color copy and then take it to the resortCompare for yourselves if all they are saying is trueCompare for yourselves if their web site is not misleading.This is what we did and they are guilty of fraud...their resort DOES NOT match their web site.I await your next email, etc.*** ***

Unfortunately this person's complaint comes nowhere near the truth.  The guests arrived are was informed that none of our units have A/C (nor do we state anywhere that we do have A/C).  Many smaller boutique resorts in Hawaii do not have A/C.  We are not a large hotel and in Hawaii...

this is not uncommon.  The guests were very upset saying that we had mislead them, even though many many online reviews of our resort indicate we do not have A/C.  We did offer to put portable A/C units into their unit which work very well in the few cases like this that the guest demands A/C.  The guest refused our offer and demanded their money back.  We reminded them of our refund policy and indicated again we would be happy to supply their unit with a portable A/C unit which was again refused.  The guest threatened us with all kinds of retribution and bad publicity.We indicated that we were sorry they felt that way and that we could accommodate their request for A/C with portable units but that we could not refund their deposit.  It was their choice to leave.  The comments about our property being old and worn and dirty are simply slanderous and no where near the truth.  While we appreciate and honor the service this individual made to our country we choose to treat all our guests with the utmost respect they deserve and not just single out any one category.  All people deserve respect and our Noelani Aloha team specializes in that.  We did refund the guest for the remainder of the balance due as they did not spend any time in the condo other than to use the phone to find alternate lodging which apparently they were not happy with either.Their comments about our reception area are clearly false.  We have a regular office building that has a 3 sided lobby that is open on one side for guest check in.  Our property has been recently painted, has new railings, has new windows and doors, has new tiled sidewalks and is very well maintained.  All of our units are regularly reviewed and our property as a whole is reviewed annually by AAA during a surprise inspection.  The inspection includes the exterior of the property as well as a random representative sample of interior units.  All interior units are inspected by a third party annually and graded.  Any unit that does not receive an A grade is given a limited time to make repairs or upgrades to remain an A or they are not rented.We provided a VERY nice, well appointed, modern and clean condo and unfortunately nothing we could do was going to satisfy this guest.  Our refund policy clearly states that we require 30-days notice for the refund of a deposit.Mahalo,Norman D[redacted], PresidentNoelani Rental Association