Our stay with Whalers started with no AC on our unit. We got in late and rested so we didn't call in until day 2. I was told that maintenance will come out to fix the AC unit (it is September, one of their hottest month). The AC unit still was not fixed even though maintenance came and looked at it. I called again (Day 3-4) now because my elderly parents wasnt able to sleep comfortably. Diane, who is the person that answers after hours was very kind and helpful to us. She temporarily put us in a bigger place with air conditioning. Well, at least that is what we thought. The place have 5 bedroom with the ocean front view (beautiful, right?), except the main living space and 2 of the 5 bedrooms AC didn't work too. I called Diane back and she apologized (it is not her fault). It was horribly humid inside and outside but we made it work and just moved some of the mattresses into the working AC bedrooms for the night. The next morning I received a call from the general manager Mark regarding our moved and if we don't move back into our original unit, we will getting charge about $500 something to cover the stay. My first question to him was if the AC unit in our unit was fixed before we moved back because this is causing us an inconvenience having to deal with moving back and forth. He claimed to not know any details of the situation and proceeded to tell me that it would be a $500 charge a night given we only have 3 nights left. I asked him again if the AC will be fixed before we moved back since this was ongoing since day 1 of our stay. After the about 10 minutes on the phone with Mark and my phone calls kept being dropped due to poor service up in Hana, Mark settled that they will put portable AC units in each bedrooms where we originally stayed. When we arrived back from Hana around 9pm to move our stuff back, there was no portable AC units in the bedroom with the king bed. I called again and Diane, again helped out. She told us to stay the night at the other place and she will make a note for someone to come put one in there in the morning. Again, the communications were terrible and management was even worse to deal with. I should have asked for a partial refund having to book 2 units with only unit having AC the whole trip. The manager Mark claimed to have given us a complimentary stay in a larger unit yet tried to charge us for it and half the rooms have no AC too. This was our first time in Maui and will be our last. We should've booked through a hotel but wanted the family experience of being together the whole trip and this inconvenience made it hard to enjoy. We left Maui disheartened and disappointed. Unfortunately, this place is all about trying to squeeze any money they can out of people and not accomodating at all. The situation could of been handled a bit different given the horrible general manager's claim to not know of any working AC in the units. Either the day team isn't reading the night team's notes or they all just pick and choose to handle things their own way with no standard protocol. It was such a shame. My husband said I handled this a little too nice which I did because I didn't want this to ruin my vacation too. In the end, it wasn't about the air conditioning, it was the principle of it. This time, it was not the customer with terrible intentions, it was the company and their management. I may be the 1% of people that no longer will give them business but may the other 99% do their research and read their reviews well before booking with this resort or place.