- The reason that this did not receive a five star rating was not due to the house, as it was a beautiful house that needs a severe cleaning and maintenance (replacing burned out light bulbs, and cleaning the light fixtures) with a fantastic location! It was the customer service starting with the fact that we were sent the wrong check-in information, we were sent the information for a condo that we rented two years ago and we received this information the day that we flew out. The subject information in the email was correct, but the address was incorrect and probably our fault that we didn't totally read the email, just printed it and out the door we went. Thankfully we decided around 1:30 PM Kauai time to do a drive by the address that was sent to us before we could check-in, that was when we discovered everything was screwed up. We got a hold of the person that sent us the wrong information and requested that she please give us the correct information and that we were having problems with receiving our emails and we had requested several time to PLEASE phone us DO NOT email. She finally did give us the correct address, but no code for the lock box. She said that she had to pull up that information and would return our phone call shortly. We had lunch and didn't hear back from her and this was 3:00 PM. We tried several times to phone her directly and discovered that we were phoning a Memphis, TN number, no wonder she didn't answer, she had gone home for the day! We phone the main number again and talked to someone else and thankfully she was very helpful and got in touch with the manager and told him of our situation. I had asked her to have him phone us and give us the code, please DO NOT send an email. Finally by 5:00 PM he phoned and gave us an apology and a lock box code number. We would love to book this rental again and it has been the best place that we have stayed in on Kauai for the location to the beach, shopping centers and dining.
Mari M., 12.6.18