- Hated it. The hot water heater alarm went off intermittently throughout our stay including the wee hours of the morning. My girlfriend who was supposed to stay with me in that room off the main floor left and went to the Hyatt. My calls and requests for help went unreturned.
Ellen L., Healdsburg, CA, 4.5.16
Comment by Owner/Manager:
Aloha Ellen, Thank you for taking the time to write a review regarding your recent stay at Makalae. I'm quite surprised by your review. This situation was unfortunate and beyond our control but you are incorrect to state that your pleas for help fell on deaf ears. You were staying with us for 4 days and contacted our office on your 2nd day to report the noise. We had 2 staff members working on having this issue addressed. We first had housekeeping turn on all water faucets and ran the water for 5 minutes thinking there was air in the lines. When that didn't work we had a drain cleaning company troubleshoot to get a better understanding of the problem with the pipes to cause that noise. It was his recommendation that we seek a licensed plumber, which we did. The plumber did his own prognosis and said nothing is wrong with the pipes and suggested we call an electrician because he found the noise coming from the on-demand water heater. The electrician reported that due to natural corrosion on-demand heater was ready to expire. The electrician and plumber concurred that the noise would only occur if the hot water was running. Your claim of the noise occurring during the evening is unlikely, unless you were running the dishwasher (which uses hot water) during the evening. During this time we have been in constant communication with you and you led us to believe that everything was fine and appreciated our efforts. Unlike the mainland, here in Hawaii purchases and shipments for these items are not easily accessible. As much as we hoped, the repair and installation could not be done in the 4 day window you were here. I sincerely apologize on behalf of all of us here at RE/MAX Kauai that you experienced this issue and felt compelled to write a negative review. We hope you will give this home another chance in the future. Tamee D.