The condo itself was nice, comfortable, and well furnished. The location was great and the balcony had a beautiful view overlooking a golf course. Outside of a few cockroaches we found in the bathroom, the place itself was great.

There was, however, a major incident during the first night that we were supposed to stay there. We say "supposed" because Annie (the host, who lives in California) failed to leave us the key to the condo in the lock box outside. After trying to - unsuccessfully - reach her via phone, email, and text, we ended up having to book a last minute room at the Hanalei Bay Resort at almost $200 for the night. The next morning Annie finally contacted us to apologize and found a way to get us the missing key. We stayed there the remaining two nights of our reservation without any further problems.

Upon coming back from vacation (this stay was the first leg of our week long vacation), we reached out to Annie about this incident. We told her that, at a minimum, she should refund the night we didn't stay there plus a proportionate share of the taxes that she collected. However, we further told her that if she really wanted to do the right thing, she should be also refunding the cost of our last minute hotel room that we would not have had to incur if the key to her condo (which we booked three months ago) was where it should have been that night.

In response, Annie refused to acknowledge that this incident was her fault. She claims we called the wrong number, and that had we called the right one she could have made arrangements for the key to be brought to us that night and we would have avoided the cost of the last minute hotel room. According to Annie, apparently we -- as guests to a fully pre-paid vacation rental -- had the responsibility of seeking out the missing key in this situation. In her words, "mistakes do happen in a not so perfect world, but can be rectified if the right channels a met." Nevertheless, "out of compassion and fellow feeling for your situation," Annie gave us a refund for one night, but did not refund a proportionate share of the taxes and cleaning fee she collected from us. She also refused to give us any reimbursement for the cost of the last minute hotel that we had to book. She concluded by telling us the following: "Here something to think about 10% is what happens to us 90% is how we react to it." Go figure.

We have the full email exchange with Annie regarding this incident if anyone wants to read it themselves to verify this review. Please message us and we'd be happy to forward it along to you.