The view from the balcony on this unit is awesome. We could watch the whales in the distance and also see a few sea turtles.
My big concern was that the pool was not heated until the last two days of our stay. Danny, resident manager, did explain that there was a problem getting propane from Oahu and some things like pools and torches had to be shut down; (I did understand this) the concern is that I had specifically asked for a heated pool and my agent, Mary Kress from Vacation Rentals, knew this and found me the Holani resort. As the heat to the pool had been turned off the week before our arrival, I feel that Mary should have known about this and advised us prior to our arrival. I did leave two phone messages for her and did not receive any calls back. My email message was returned by another person who explained the same info that I had already found out from the Residen Manager.
Customer service from the VRBO agents was not good at all. As an agent, they should be aware of these 'small' problems and try to avert them. We are paying good money to stay at these resorts. I would not have minded having my reservation changed to another location on Maui with a heated pool. I do know that some resorts still had heated pools during the time we were there.
The bottom line is that I am not satisfied with the service received from this particular VRBO agent and will not be booking through them in the future.
Feel free to contact me about this concern.

Marge Scharfl
Alberta, Canada

Marge Scharfl R., , , 2.1.11

Comment by Owner/Manager:

We're sorry you had to experience issues with the pool heating. There was a temporary shortage of propane due to malfunction at the refinery on Oahu, so everyone was asked to conserve until the problem could be repaired. This was a situation that wasn't easy for anyone to monitor, agents and managers included, as we had no idea how much propane each complex had when the problem arose, nor when their tank(s) would run out.