We never actually met Mai but when we did have questions she would instantly respond. The location is great, loved listening to the waves from the lounge chairs by the pool area and several shops and restaurants are near by. The Luau at Royal Kona(just a short walk away) was fantastic! My granddaughter and I loved exploring the tidal pools and found lots of cool things!! The beach area isn't good for swimming due to rocks and waves but...the pool is perfect!! The condo and condo grounds are well kept! We loved Kona Reef B5, perfect for a couple or small family.