For the first 4 days of our 8 day stay, the air conditioning did not work. Early the second day, Monday, we notified Lisbeth on the VRBO chat. She left the VRBO chat and had Ed text us on a private line. For three more days, Ed insisted the A/C worked. It wasn't until Wednesday evening, when we threatened to call the condo association, that Ed asked maintenance to check out the A/C. Maintenance quickly declared the A/C broken. Ed then offered another property which he admitted was a little "shabby" but had A/C. We checked it online and saw that it was advertised as pet-friendly, Some of us have severe cat allergies, plus we no longer trusted Ed or Lisbeth. We were in touch with VRBO support since the beginning. VRBO paid for us to stay in a Waikiki hotel starting Thursday night, and then picked up the tab for the last three days of our stay. That's how seriously VRBO took our complaints (If you read VRBO's terms, broken air conditioning is a contract nullifying matter.) The host eventually refunded us a portion of our payment. We have a long history with VRBO and have never had a negative experience, and I am usually understanding and generous with my reviews. Also, these hosts do not give a grace period with deposits. Once you send your money, it is non-refundable. They require a very large deposit or an insurance policy. STAY ON THE VRBO CHAT. We sent our private chats to VRBO who said it would be easier if they could have accessed conversations on the VRBO chat.