Jonathan is a kind person and came to pick us up a mile away from office (we were at nearby beach waiting for check-in time w/o a car). I really wish I could write a good review for him but I'd like to be honest as well. I've been using Airbnb since 2010 and this is the first negative review :(
It was a family trip (2 adults and 2 teens).
The problem showed immediately after we received the pickup and found the other issues later.
It was not about the truck's performance. His pickup was very reliable and tuned up well. We were very happy for it. It was however the cleanup, first. Straight after his office we stopped for a dinner at his recommended food carts (very nice varieties in Kapaa) and while we waited for the food we noticed truck's cup holder area was covered with beach sand. We checked other area inside the truck and found the inside doors, where you touch often, were greasy with finger marks. I needed to wipe down although I'm not a sanitary freak. It was just not comfortable for normal use. Also when rained we noticed inside windshield had a sort of gummy greasy film that was necessary to clean for driving. I think these could be minor problem if we were not told to clean up before return. We felt upset slightly for why we had to clean up the previous customer's mess which was not prepared well.
Other things we were not happy for: Through Airbnb we reserved for 4 people. However, we found the kitchen stuffs (plates, cups, utensils, etc.) were only for 2 people. We needed to share all. There was also no cutting knife for cooking. We used the small folding knife and eating utensil to cut foods. Provided kitchen stuffs were clean but a strange thing was that we found a completely empty bottle of spray cooking oil. On the list there is no cooking oil offer but we wondered if someone had really inspected the bin to prepare for 4 of us to receive. This missing kitchen material didn't affect us much as we're family; we just felt we didn't get treated as family as it is mentioned on his website...
Rooftop tent was very very easy to set up and clean. The issue was the sleeping mat. It was not really comfy 3"... it was maximum 2"... I hope it gets corrected if not replaced.
I wished to bring our own backpack sleeping air mats that becomes tiny and comfortable. Unfortunately we needed to alternate to sleep between the tent and inside car. It was done so because of not knowing the fact the rooftop was not for 4-person use (it was my mistake not to ask)... It looked very big in pictures to me and because the additional tent was described as "extra tent", I thought it's for alternative use, not to imagine it was for 3rd and 4th person :(
We decided not to use the "extra tent" because we felt a bit uncomfortable in rain with the tent with the very thin old-fashioned camp blue mats. I think it'll be nice to offer these information clearly (rooftop is for 2 people) for future users.
I didn't think it took a long time for the process of car insurance setup at the check-in. One thing I didn't know until we met was that this transaction included the use of another third-person online facilitator, Outdoorsy. I didn't even realize he has a company called Kauai rooftop campers that is using Airbnb. I guess it is legit but it is quite confusing and a negative experience unlike typically simple Airbnb we have enjoyed in past. When we were requested to clean the car with vacuum cleaner at the gas station before returning and I pointed out the cleaning fee was included when I reserved on Airbnb, he told us that like Airbnb, cleaning is for accommodation, ie., = only tent. That should be really posted on Airbnb.
Leaving his office for our trip, I felt uncomfortable because there seemed to be something hidden fees beyond typical Airbnb service which we were not informed for. We have always left rented places clean in past but never been asked it at the check-in. It was slightly offensive while the truck was not really tidy... (and I did receive the some fee charge beyond Airbnb)...
Aside from the above, we made our trip an active and good one. The Nualolo loop trail area in the canyon was amazing from early morning to sunset and weather was perfect. We enjoyed the beauty of Hanalei bay and other North shores breathtaking views.
Next time if we'd like to do a similar trip, we'll rent a pickup at Lihue airport instead of going to get a pickup by Uber and back (he offers airport pick up/drop $65/each, which we didn't use but Uber) , and also rent a full camping gear from a local outdoor equipment store for entire family.
I'm sure that Jonathan will improves for future users!