Our experience was a mixed bag.
The property was really nice. Quiet, neat & very well located. Not crowded and near a shopping area which provided all the basics . It was a short drive to Kona town and all the nice beaches which were buzzing with activity.
To our disappointment, the AC’s in the unit we had booked weren’t working when we arrived at 3.30 pm (we had paid an additional charge of $25 per day for this). After the maintenance folks failed to resolve the issue ( they only work till 5 pm ) they offered us another unit, which was no where as nice as the original unit we had booked through AirBnB. Upholstery was musty and our grown up boys had to use a sofa pull out. Besides AC weren’t cooling well either.
House keeping is an issue at this place . It took over 18 hours and 3 reminders to get an extra set of towels and a blanket. The attitude of the gentleman at the front desk/office was unenthusiastic and uninterested. Responses like “ I will pass your message on” or “this is all we have” was not helpful.
Through communication with AirBnb and Crystal at the booking desk We finally got through to the General manager (Dale Mustard) of the property. She was really helpful. Things started moving. Besides agreeing to compensate our first 2 nights she offered to upgrade us for the remaining two.
All in all what could have been a fabulous holiday was marred by the issues we had to face. Full credit to Dale Mustard and AirBnB customer service to step in and resolve the issues and make amends.