4/10 Poor
Sandi W.
19 Feb 2024
Liked: Cleanliness, location
Disliked: Communication, listing accuracy
NOT AS QUOTED
We have stayed at this property 5 previous times, and last time was with the same owner. When I reserved this year, the photos of the type of unit I reserved were the same as the previous year, and similar to all other units we had stayed in. It was "advertised" exactly the same as before, and I even requested the same unit if possible.
When we arrived, we were put in building "K", which is right on the street. Not only that, but after seeing the unit and discussing it with management, we found out we were in the only building that had NOT one bedroom suites, but instead, "mini suites". There was a kitchenette, tiny eating area and "living" area. The furniture was very uncomfortable. The only thing on the patio (which overlooked the parking lot) was 2 small plastic chairs and a TINY end table. The bathroom sink was leaking, some things didn't work, the a/c was loud, etc. This was NOT what we paid for. Management informed us they couldn't do anything about it, and that IF we wanted to pay an upgrade fee and a cleaning fee MAYBE they could move us in 4 days.
I have tried to figure out how to contact the owner, but that information is hidden from me. We believe we deserve a refund of at least half. This rental was mis-represented to us and not satisfactory. We do still like Pono Kai, but don't EVER stay in building K. It was built later than the rest of the resort, but NOT to the SAME standards!!!
Sandi W.
Stayed 7 nights in Feb 2024
