We had a lovely stay in Hawaii and certainly enjoyed the condo and its location. With that said, there were some issues we feel need to be addressed. brought to your attention.
Turnover/Cleaning - Upon our entry into the unit, we were met with a foul smell of sitting unemptied garbage, in addition to muddy floors, dirty towels, used linens, dirty dishes, and days of leftovers in the refrigerator. The property was not property cleaned prior to our arrival. Yes, I appreciate the quick response of the housekeeper (Muriel) to the property to resolve these issues, but upon Muriel’s arrival, she was not wearing a mask. Yes, we took proper precautions to wear our own masks and ensure proper precautions in the condo while all of us were there, but her lack of precautions both in the public areas of the property and inside the condo around us was disconcerting.
Sheets/Linen- Upon notification from the owner (Steve) that Muriel had completed the turnover, we discovered only one set of sheets and linens were provided, which was in the master bedroom. That set of sheets on the bed had mud and hair on them and appeared to have not been washed. Regardless, we paid for the use of both bedrooms, which is difficult to say the least without linens/sheets.
Fan/Noise- The overhead fan in the master bedroom makes a loud clicking sound on all three settings (low, med, high), making it difficult to sleep. The fan would require a repair/realignment to stop the noise. The timers on all fans, while certainly efficient, are audible, inconvenient, and require us to wake up in the middle of the night to reset them every 4 hrs. Also, the property is surrounded by roosters, which start their morning alerts and routines at 4am and continue through 8am. Needless to say, this combination does not make for a peaceful restful sleep.
COVID Restrictions - Steve failed to inform us of the COVID restrictions set by the property management, above and beyond those set by the state. Most hotels and properties in the area allow unlimited access to their pools. Yes, social distancing is required by hotels, but Aina Nalu requires reservations via a website, there is a limitation of 45 minutes per day at the pool/hot tub, and all of the lounge chairs are covered in yellow caution tape with all cushions removed (not reflected on website photos).
Emails - Steve ignored our concerns and issues, recommending that we go out and explore Hawaii’s beaches. We made our choice of lodging based upon the information provided by you (and other hotels/Airbnbs) prior to our arrival.
The bottom line is that he did not provide us with accurate information until days after our arrival, and not until we brought the issues to his attention. The guidance sent in his emails prior to check-in regarding pool check-in and hours were inaccurate and incomplete. Specifically, there was no pool attendant with whom to register, there was no pool bracelet to wear, and the actual pool hours were significantly abbreviated from those you indicated.
We were asked by security to leave the pool area at 7pm, well within the hours provided by Steve. We were at the property for days without understanding how to properly visit the pool.
My main concern is ensuring the same experiences do not happen to the next set of travelers hoping to have the perfect Hawaii vacation.
*Of our complete 7-night stay, Steve refunded us a total of $56.00 after bringing these issues to his attention.