For the amount that you pay to stay in a penthouse suite l, you would expect solid communication and a property that meets your expectations. This was not that… The property manager (Maui reality) we’re garbage and took no ownership over the many lies and issues we had. First off, we received wristbands that did not work/open our room door. We arrived late (9pm) and not one was answering from Maui reality. Luckily the bellmen were nice e out to let us into our room. We did not get a callback until 9am the next morning. The suite smell was overpowering with paint in the rooms and bleach in the showers. WiFi didn’t work, which rendered the TVs useless. Even after the WiFi was corrected 20 hours after check in, the TVs didn’t connect to watch apps like Netflix. No big deal, we didn’t go to Maui to watch TV, but would have been nice at night with the kids. The cabinets were bare, no large bowls,Tupperware, or any storage containers of any kind. There were no beach chairs, boogie boards, umbrella or coolers as advertised. The grill didn’t work and when were used the gas oven, it made a horrific sound like it was going to explode. All of this, while Maui reality was unreachable still times, took zero ownership and communication was almost non-existent. Almost as though, they knew if was going to be an issue and ghosted us for a week so they didn’t hear the complaints. At the end of our trip, we were trying to reach the owner of the management company, Scott and he was unreachable… email, calls and text left unanswered. Called his office and received no return. We were tying to extend our stay because we wasted the first two days dealing with issues.
At the end of the day, the room and location are beautiful. The management company is absolute garbage human beings, liars and lazy.