10:00pm local time: After 14 hrs of flying and almost 24hrs of being awake, we finally arrived to a dark and dismal looking housing unit, located directly behind the local Burger King and hardware store. We parked the car and wondered around a dimly lit area for 10 mins looking for a reception area or anyone who could help us find our room. We found nobody. Reviewing the email that was sent to us we reluctantly let ourselves into what was to be our place, (unit 23). We walked into a disgusting room which was unmade and crawling with cockroaches. Far from the "cute and cozy" description that was used to describe it on the Internet. Cockroaches were all over the stove and dirty counter tops. A vacuum cleaner and mop bucket sitting in the middle of the room. The bed was unmade, the bathroom completely filthy. We snapped a few pictures and quickly retreated back to our car, both of us wanting to go home. What a miserable way to start a 10 day vacation. We then called two different tel numbers we had for the site manager, no answer at either one. We called a 3rd tel number and spoke with Margaret , the owner. She resides in California and was somewhat surprised that the room wasn't ready for us. Margaret told us where Ida, the manager, could be located. After stumbling around in the rain we finally located Ida's place down a dank outdoor pathway that looked like a scene from a horror movie. Ida came out and we asked her why our room was dirty and unmade. She blamed us for going to the wrong unit (even though we had everything in writing from several days before ever arriving.) Offering no apologies for anything she then called upon Milan (another site manager) to help sort things out. They both tried blaming us for the confusion. They said we were supposed to be in unit 19, not unit 23 (as we had received in their email to us prior to arriving.) Customer service and politeness... 0 on 10. As far as the cockroach infestation...We were told "they were to be expected since it was a tropical island". Disgusted by the thought of sleeping in a roach motel, but left with no other option due to pure exhaustion, we decided to leave our bags in the car and tough it out in unit 19 for the night. In the morning we demanded a full refund from Margaret. She complied. This review is simply to warn other travelers of the reality of this establishment. We have all the pictures and documentation to back up our story. What a terrible welcome to such a beautiful island. The following day we found a fabulous condo at Plantation Hale in Kapaa. Freshly renovated and immaculate, located just next to the beach, absolutely perfect. What a difference!!! We would strongly recommend this condo unit which is fully furnished, has a pool and a...