from Chicago, Illinois
Submitted on 12-01-2016
In November 2013, I visited Kona Reef for a week and I am pretty sure I gave it a glowing trip advisor review. I definitely recommended it to several friends who were looking for a condo in a central location in Kona. I decided to stay here again on my 4th trip to the island in November 2016 because I had such good memories of it...what a mistake. First of all, this is a condo rental where all units have individual owners. Because of this, there is no front desk to help out with any situations e...
In November 2013, I visited Kona Reef for a week and I am pretty sure I gave it a glowing trip advisor review. I definitely recommended it to several friends who were looking for a condo in a central location in Kona. I decided to stay here again on my 4th trip to the island in November 2016 because I had such good memories of it...what a mistake. First of all, this is a condo rental where all units have individual owners. Because of this, there is no front desk to help out with any situations except between the very inconvenient hours of 10 and 4. We arrived after 4 and had to follow directions for a lock box. Totally fine. Settled in to our place, which is in dire need of an upgrade, realized the hair dryer was mangled and broken, a beach where less than respectable people hang was right at our balcony (no one's fault as it's public, like all beaches in Hawaii, which is actually great in general, but still annoying when they are drunk or high and screaming at the top of their lungs in the evening, so be aware of that if you stupidly decide to reserve at this place), and there were 2 bath towels for us to use for the next 3 days until our room was to be cleaned. Fine. Not a big deal at the time. When I was able to check in the next morning (I had to be back between 10 and 4 which is super inconvenient given that I'd rather be out exploring during this time of day) I was charged $130 extra in fees, taxes and a ROOM CLEANING FEE. I capitalize this not because I was surprised by this at all, but because when I pay this much for something and I've come to pay it in an office on MY time, I expect it to be done when they say it will be done. I did not expect a full room clean. Only the basics: new linens, clean towels for the kitchen and bath and replacement of basic paper products. This was supposed to be Nov 25. Nope. Didn't happen. We returned back to our room on the 25th and it was not clean. No fresh linens, no fresh towels, NO TOILET PAPER. And we were out of toilet paper (they gave us a roll and a half of prison grade on arrival). This was 6 pm. So, naturally, we can't get ahold of anyone. I leave a voice message at the office about the cleaning, the fee, the toilet paper, the hair dryer. We go out and steal toilet paper from the restaurant we go to for dinner. The next morning we had an appointment and couldn't wait around until 10 am for anyone to be available. I received no phone call during the day from the hotel (As I write this, it is now 6 days post initial phone call and I still have yet to receive any sort of response). When we returned on the 26th, in the evening, the linens were finally changed and we had towels, but still no toilet paper. Again, we can't get ahold of anyone. Steal more toilet paper at dinner. The next morning I waited until 10 and finally got someone in the office who told me to come down to get some. We were without it for 2 1/2 days. At check out, I expressed my displeasure with the situation and how I come to Kona every year and will never stay there again nor will I recommend it to anyone, as I have the past 3 years. The woman at the front desk (who couldn't have tried to pass the buck more if she tried, which just added fuel to my fire) needed me to PROVE that I tried to call. So I had to show her the call log on my phone. I was treated like a liar. This was fun! She then told me that her boss had "just stepped out and would be in meetings all day". I said "well, I'm on the island til 11 pm, he can call me when he's done." "He has meetings all day." "Til 11?" (This was 11 AM, btw) "Yes." She then verified my email address and said that he would call or email me right away. This was 2 days ago and NOTHING. I paid $130 for a cleaning fee which left me with dirty towels and linens and no toilet paper for 2 days. i was not offered any sort of refund or even an apology. DO NOT STAY HERE. There are so many other places you can stay on Ali'i and surrounding area. The rooms are furnished on the cheap, the pool area is shabby, and they expect you to adhere to a laundry list of rules but have zero respect for any basic services you require. They did not take responsibility for what was an extremely small and easily rectified situation. Instead, they ignored very simple needs of a repeat customer, questioned my recollection of events, and lost any chance of me coming back or referring my friends and family.