Family of 4
We booked a full week stay at the Jade Lily and never stayed a single night. When we got there we noticed an excess of bugs, tried to ignore it, assuming it was just part of the island, grocery shopped, cleaned up and took a kayak run. We came home to SO many additional bugs! We made dinner and began killing bugs. Our daughters started crying and begged us not to make them sleep there. We left and found a hotel for the evening. We called the owner of the Jade Lily (Jessica) in the morning and explained. She asked us to meet an exterminator in a half hour. We told her we were 45 mins away. We missed him. Also, it's unfair to have to kill dirty bugs and meet exterminators on vacation. We spent so much money and were so excited for this Hawaiian vacation :( we spent the day at the beach, came back, cleaned up and decided to make the best of it. We didn't have enough money to pay for double rooms. We made dinner and vacuumed up bugs for 2 hours. Our daughters were curled up together, crying and creeped out. The bugs were on the walls, furniture, counters, tables, bathroom, every surface imaginable. We called the owner and asked for a refund as we never slept there and it was infested with bugs! We left and found another room for the night. We went back the next morning and cleaned the entire property as well as killed many more bugs. We packed up and left. Our children would not even come in, they were so scared of the bugs! A shop owner in Kapaa told us it was termites. The owner of the Jade Lily tried to make us feel silly for being afraid and grossed out. She only refunded us half our money saying there was no replacement renter. I'd understand that if we just left or were a no show. It was. Feared with termites (which lead to SO many geckos because they we there to eat the bugs). We want our entire monies refunded and she will not help. We are reporting the Jade Lily to the BBB and the health department of Kauai. It is a horrible place, was dirty upon our arrival and is under very unfair and poor management.
Owner's Response: This review and the circumstances under which it was written have been EXTREMELY unusual for us, as we have been renting out Jade Lily VERY SUCCESSFULLY for 11 years. In all of our 11 years, no one has ever had such an extreme negative reaction to what we consider beautiful and natural island living. When Tiffany's husband Marty called us and told us about the bugs, we addressed the issue IMMEDIATELY by calling our exterminators. We were very lucky that our exterminator, Kyle was able to come over right away, despite his busy schedule. Marty agreed to meet him. According to Kyle, who we have known for years, he waited an hour for Marty to arrive and then had to leave to go to another appointment. Kyle surveyed the outside of the property and his professional report states these bugs were not termites, but blister beetles, which swarm the island from time to time and are totally harmless. Tiffany and her family decided to leave Jade Lily and when Melody, our extremely reliable caretaker who has been working with us for years, went over there the next day, she informed us that there were no bugs inside of the home. We cannot highlight enough how strange this experience has been for us. We are extremely concerned with our guests' enjoyment, always. It is our policy to call all of our guests on the day after they arrive and let them know that we are available to them for the duration of their stay, if there are any questions or concerns, we manage them as best we can immediately. To have such a vast and different story told by a guest as compared to what was told to us by our trusted caretaker and exterminator also put us in a new and unknown position, nonetheless, we gave Tiffany and Marty a substantial refund. We ask of you, our potential future guests, to please read the many other reviews Jade Lily has received over the many years that we have been renting it out. We are very excited to potentially be your host and can guarantee to do our best to make your experience at Jade Lily EXQUISITE. All we can do is guarantee that we can do our best, unfortunately, we have not yet figured out a way to be in control of nature:). Thank you for taking the time to read our response to this review.
Helpful votes: 2/3
Did you find this review helpful?