2/10 Terrible
James B., Kaneohe
14 May 2023
Liked: Location
Disliked: Cleanliness, check-in, communication, listing accuracy
Kapalua Villas Nightmare
8th time staying here since the 1990s, WOW has the Kapalua Villas management hit rock bottom. Check-in time is for only one hour between 4 and 5pm. "Welcome Pack" (which we kept being told we should consult for the info we were requesting which it supposedly contained) was never emailed, and when we arrived 5 minutes after 5pm, office was closed so never received anything from the management during our entire stay. Had to call security *(very nice man) to get a night service to call to get code for the unit door, as VRBO email said to contact local Kapalua Villas management for all entry and property information. Finally got door code info a hour later causing us to miss our dinner reservation. Entered unit, A/C broken and inside temp almost 90 degrees. Called Main office to report A/C outage and for the WiFi login info, as the card in the room said to check the router for the login on the white sticker which didn't exist on the unit; office rep was very put off that we called, and rudely said we should have consulted our non-existent "Welcome Pack' for the info. Used towel and shampoo, with hair on bathroom floor meant someone had entered the unit and cleaned themselves up prior to our arrival. Went to use pool on last night, instead of key opening gate as usual during previous visits, there was instruction to use a "FOB" which we never received and unit key did not open gate; didn't use the pool as it wasn't worth the hassle to try and get access as it was once again past 5pm. At exactly 11A of last day, was greeted with a ring at the door from a staff person telling us to get out. Incredible, after all the problems with the resort. Needless to stay, will not be returning, which makes us ver sad. Please do not stay here. Property is still lovely, but unbelievable mismanagment by the current company makes staying here a nightmare so should be avoided at all costs.
James B.
Stayed 2 nights in May 2023
