I had a miserable time with Destination Residences. My sister was getting married in Maui, and I booked an apartment for family visiting from outside the country. The pictures did not accurately reflect the unit - the furniture, fixtures and apartment in general reflected heavy use and the place was unkempt and smelled of mold.
It was bad enough that we decided to eat the cost of the AirBnB and made last minute reservations at one of the local hotels - we were embarrassed that we had family come all this way to stay in a place like this.
I let DR that I was checking my family out early and they sent me a message asking me to call the front desk. I called them and left a voicemail telling them about the issues I had and left my cell phone number as a callback. I never heard back (I learned two days later the number they told me to call was a wrong number).
I thought this was the end of my interaction with them, but then my cousin contacted their offices about something they left behind in the room. Instead of assisting him with locating this lost item they told him, unprompted, they couldn’t offer him a refund. When they were disconnected (Hawaii phone service) they called again, multiple times, to say they couldn’t offer a refund. At no point did anyone in our party ask for a refund. They took an already terrible experience and made it worse with their customer service.