I'll first begin with the positives. You have an immaculate place. I'm sure you work hard to keep it clean for your guests. I give you 5 stars for cleanliness. The unit was very comfortable. I appreciated the snacks you left in the kitchen and the beach chair and umbrella in the closet which I used one of the days of my stay. Your house is in a nice neighborhood but somewhat inconvenient from Kona because it is necessary to drive long distances even for meals. Nevertheless, I thought your house offered a good value because it is clean and comfortable. If you had been a good communicator and were hospitable I would have been very pleased with my stay.
Unfortunately, where you fall way short is on communication. This was my first Air B & B experience and probably my last. It was very traumatic standing outside your house for an hour wondering if I would have a place to sleep in for the night, let alone the next three nights. I was literally at your mercy. That's not a position I would ever want to put myself in again.
A few days before I arrived you should have sent me specific instructions by e mail on how to enter my unit and how to reach you by phone if there were any issues. I'm sorry if I missed your message on the Air B & B app but as I say I had no knowledge that you tried to contact me otherwise the situation I'm about to describe would not have happened.
So when I arrived in your driveway at about 6 pm on Sat June 18 I had no way of knowing where to go. Instead I unintentionally nearly walked into your unit because that was the only obvious place to go and then confronted by your large dog. This was a traumatic experience to say the least! Imagine, I arrive at your home about 6 pm, an hour before it gets dark. I tried getting in touch with you to no avail. I search my messages and no connection to Holly.I try calling Air B & B and I'm put on a long hold before I finally speak to someone. They give me the run around asking for a reservation code that I did not have. They had the nerve to ask me "how is your day going sir"? How the hell is my day suppose to be going if I'm locked out of my accommodation, wondering where I would be sleeping that night. It was like throwing salt on a raw wound. Air B & B immediate response should have been we're sorry what your going through. We will attempt to contact your host Holly right now, if we don't get in touch with her and she fails to address your situation adequately we will send you to another comparable or better Air B & B in your vicinity within 30 minutes.
Instead I received the run arou d from. Air B& B. The guy on the phone kept putting on hold and to wakt just two more minutes.
This happened at least 5 times before he transferred me to second level support. Second level support wasn't much better. The woman I spoke on second level support guessed it must be a stray dog in the un it and she actually asked me to take a photo of the dog. I refused and told her if I got bit by the dog I would sue both the owner and Air B & B. It took Air B & B an hour to reach my host Holly.
I learned Holly had another job but if she is taking on a guest her first obligation is to communicate and be available especially at check in time when so many things can go wrong. If she is unable or unwilling to take care of her guests then she should be dropped as a host fron Air B & B.
Even when I finally reached Holly and I was asking her basic questions on how to operate the television she rushed me off the phone and told me she had to get back to work. If Holly was truly a gracious host she should have stopped by in person, introduced yourself and apologized for what happened and told me if you need anything else please don't hesitate to contact me giving me both her e mail and phone number. I give Holly 0 stars on communication and perhaps 2 stars on hospitality.
Holly's lack of communication nearly ruined my stay in Kona. I was delayed getting in which meant I didn't get out to eat dinner until late and that even spilled into the next day.
Communication doesn't have to be difficult. Don't assume guests know how to sccess their unit. Be available to help espescially at check in time. Greet your guests warmly in person and tell them if you need anything don't hesitate to contact me by your preferred communication, which could be text, e mail, by phone or in person.
Treat ALL your guests well. We're not cash cows to be sucked dry. We're people on vacation looking for some enjoyment and relaxation. Please keep that mind as a host your goal is to please the guest by being available and being warm and hospitable.