To say I was disappointed with our stay is an understatement. Kathy is a super host, I expected that our stay would have been great and if we had any issues they would have been resolve quickly. Not the case!
Myself and 3 other ladies rented the unit because we were in a wedding in Maui. We wanted a space with plenty of room for us and AC. Especially with all of the various wedding events we had to attend that week. We had planned on using the space on the wedding day with the bride so we can all hang out, get dressed, and relax. Needless to say that didn’t happen. Prior to our arrival Kathy sent me an email to inform me that a repair man was there fixing the AC and that he wouldn’t be done till Check in.
Once he was done the AC worked for a day and a half.
Over night all three AC units broke! We all woke up in sweat and very hot. I immediately attempted to contact the Host they had assigned to us. No response. (This was the wedding day. So now we are scrambling to find a location for us to have our make up done and get dressed. Ended up renting another room at a hotel that was extremely expensive last minute. )
I contacted Kathy and she asked me to reach out to our host again. By the late afternoon when I hadn’t heard from our host I contacted Kathy again. Once our assigned host contacted me back she gave me the basic troubleshooting advice that we had tried already. Then she tells me to call the AC company myself and coordinate when the repair man would come. Why I was required to do this beyond me. This is not my home. I am the guest renting. That should not have been something I handled. Nevertheless, I obliged. The company had no clue who or why I had called. They took my information and never called back. I again tell the host and it’s still very hot. Finally they send someone over as we are leaving for the wedding. When we return the machines are on a blowing warm air. Still not repaired.
One of the bridesmaids ended up having an asthma attack from the heat and had to leave the condo.
I continue to attempt to get the ac fixed. Finally we are told it isn’t going to be repaired until after we depart. Kathy offered to by the bride and groom a $100 dinner gift card for the inconvenience. We inform her that isn’t acceptable. She then offers it to us. Again unacceptable. We all decided we couldn’t finish our stay in the condo due to the heat. I informed Kathy of this. I also requested that she refund at least one night stay due to inconvenience of us having to get another hotel room and not completing our stay with her. She refused and told me they were only willing to refund $100, which wasn’t even half of a one night stay. Her reasoning, “I spoke with other condo owners and they told me it’s a nice breeze out and AC isn’t required. This is the coldest Maui has been in a while. You should be fine if you open the patio and windows.” OUTRAGEOUS!! Let’s be clear. It was 80 degrees outside. This condo is not an open air condo with multiple windows and doors for a nice wind flow. It is a concrete 2 bedroom with one patio and shirt windows that face the ocean. Everything else is enclosed. Even with the fans on it was sweltering inside the unit. It was cooler outside. I am a frequent Airbnb traveler and I’m also from the south, I can handle heat. I have never had any owner tell me I should be fine because other people in there condos are.
At that point I reported everything to Airbnb. With the evidence the asked for. And immediately they refunded the last night. Kathy then sent a text afterwards telling me she approved for a one night refund. Unbelievable!
This was one of the worse experiences I have every had using this site. Extremely disappointed.