The Airbnb was overall lovely, a great location at a beautiful resort. Was spacious, clean and bright. However, the communication was dreadful and when we had two issues during our stay there was no one who wanted to help.
On New Years Eve we were locked out of our room, because (and we were not told this during check in) our keys were the old kind that could be demagnetised by phones and credit cards. At 11pm with no working keys, and the owner two islands over in Maui not answering, I called the greeter who had checked us in. After giving me an earful about how she was “sticking her neck out” and “giving up time on her New Years Eve” she was kind enough to bring us a new key and let us into the room. I don’t blame her for this - it’s not her job - but this is very poor planning by the rental company and we were left in a bad position. If the greeter hadn’t come were we supposed to sleep outside until the rental company answered in the morning?
Another day, we had a leak under the sink, and they were hoping WE would get on the phone to reach the right people to have the issue resolved… not exactly a fun vacation activity.
It’s unclear who is responsable for fixing issues, and resolving anything is extremely slow. This would be a great Airbnb if they had a 24hr call centre, a relationship with the 24hr resort security, and/or perhaps manual metal key locks. This way they couldn’t fail and someone at one of the 24hr receptions could hold a spare.