Waterfall House | 4 Bed, 3.5 Bath

Thank you for your stay and input. I'm sorry you had trouble with the remote control for the pool and hot tub. While it's a nice, high end system, some guests have gotten confused by it. We do have detailed directions in the home binder. I checked with the pool service company, and there was nothing electrical or otherwise wrong. However, we've since put in another control system which is supposed to be easier to navigate. So, future renters, please understand that the system works great. There is a brand new heater for the pool hot tub, and another brand new controller for the pool and hot tub. In order to maintain a home that large, in a such lush environment, we must use several contractors: landscapers, koi fish experts, pool service, pest control, maintenance, etc. We've done our best to record their schedules in the at home binder. Most guests are happy to see a property so well maintained. It's disappointing to hear that this guest didn't like someone coming by to service the property. All our contractors are very nice, and always ring the doorbell when they arrive. Pests are common to Hawaii, and that's why we have a full time pest control company. It's also dissapointing that these guests complained about one spider in the middle of a jungle like environment. The doors do all lock, but most people leave them open. The whole property is secured by a gate guard and is monitored 24/7. We never lock the doors when we stay.

This is review is not factual in any way. No Cameras. No intrusion. Renters, please Please completely disregard. Hosts, please don't rent to this problematic renter. We'll be reporting this person to VRBO and trying to get them blocked from the platform. Their review is fraudulent and most nothing is true. Unfortunately, there are people out there that somehow stay in a beautiful, muli million dollar house, and find ways to complain and somehow create problems, when none exist. This is my home and I've made it available to others so they can share in a one of a kind experience. I don't always get to stay in it myself, but my stays have been magical, and problem free. There is a nice binder there with instructions for everything, and phone numbers for hot tub/pool assistance, basic maintenance, TV and AC operations, etc. I often help guests directly myself via text messaging. But I never heard from Tammy until she left this error riddled review. I will go through each of Tammy's 'issues' so that future renters will feel comfortable. 1. Yes, we have private security just outside the property. They are kind unless guests are trying to sneak extra guests in, have parties, or complain about registering. This is a huge perk, not something to complain about! You can leave the doors and sliders open and enjoy the beautiful weather knowing you have private security just a hundred feet away. 2. Yes, the sound system has been disabled, and that is clearly listed. This is due to bad renters throwing parties. Hence the gate guards screening guests, and the noise monitor on the patio. If you want to throw a party, this house is not for you and we make that clear. We have great neighbors and need to respect their quiet enjoyment. Being a good neighbor is not something you should be complaining about. 3. The previous guest did leave their bag in the exterior Ohana. Our on-siteguests manager came to the Ohana, knocked, no one was there, and retrieved the bag for the previous guest. Tammy was not disturbed in any way. No one ever entered the main home. We have doorbells that notify guests in several parts of the house when staff arrives. No one entered the house or saw Tammy in her outfit. These were tough guests, and instead of being happy to help out a fellow traveler on their way to the airport, they make it clear it was a major inconvenience to have a simple bag picked up from outside the main home. We didn't disturb them at all. 4. The Ohana is a nice separate bedroom that gives 2 people a separate sanctuary with AC, a TV, 2 beds, etc. We clearly show this in all advertisements, and most guests love having that extra space. 5. All lights in the home work well. It has a very high-end lighting system, and there are a ton of light switches. When I stay sometimes it takes a bit even for me to find the right switch. But please don't make false statements like lights don't work. They are constantly serviced, and I was just there. Everything worked, and we have a standing agreement with our maintenance guy to make sure everything works and is perfect for guests. This is very pricey, so it's frustrating to see someone complain when it's simply user error. 6. All the TVs work and have been simplified to the maximum. Roku TVs with a Spectrum app for cable. One remote. One button to turn on and off. Easy volume control. We replaced all the TVs or added Roku's just to make it easy. Again, a big expense for us, and a complaint due to user error. Sigh. 7. This bothers me the most. It's a blatant lie. THERE ARE NO CAMERAS IN THE HOUSE. This comes from a guest who was certain about several 'problems', that all turned out to be untrue. She couldn't figure out the TV but decided that she was an expert on non-existent video cameras. We do not put internal cameras in any of our homes, and would never do that. This would be a violation of our own terms, as well as VRBOs. This is a shameful lie. Not sure why her 12 and 15 year olds couldn't tell a video camera from a light or whatever they imagined. 8. We put nice centerpieces on several tables as decor for our guests. An inconsiderate guest decided to burn a decorative candle. Wow, that's worth putting in a review. The pattern is becoming pretty obvious here. Complaining for the sake of complaining. No mentions of any of the great things about the house. But a candle is worth complaining about. 9. We have the best housekeepers in Hawaii and pay them very well. There is no way that all the dishes were dirty. When we get a complaint like this, it's usually due to one the renter's kids putting a dirty plate away because they don't want to wash it. At this point, with all of Tammy's complaints being shown to be invalid, there is no reason to believe any part of this. If there is ever a cleaning problem, our cleaners are there immediately. Please just contact us. In conclusion, Tammy complained and left a 2 star review because she didn't want to help out a stranded guest, made up a story about non-existent video cameras, and couldn't figure out light switches and Roku TVs. Wow, that's petty. No one ever came into the house. There were no video cameras, the tvs and lights work fine (I checked), she dirtied some dishes and burned a candle. This is why reviews need to be overhauled. There is a beautiful home with views to the ocean and Kona from the entire house. There is a pool and hot tub overlooking a golf course. There is a copper dome that allows rain into the house to fill the interior water feature. There is a $6000 adjustable bed in the master that looks to the ocean and opens to the pool and hot tub. The TV motorizes out of the center console in the living room and rotates to any area you would like. The house has nothing but top-notch everything from appliances, to the pool heaters, to the TVs. But none of that is mentioned. Sounds like a 5 star house, but a 1 star renter. To our valued renters: If you are like Tammy, please don't rent from us. We know the house inside and out. And complaints about false things aren't going to get you a refund. If you want to party, this is not a party house. It's too high-end and in a too nice neighborhood. If you go on a vacation and stay in a multi million dollar home overlooking the ocean, and can only find things to complain about, please rent from someone else. But if you want to experience one of the nicest homes in Kona, swim in a pool overlooking the ocean, sleep in a home that is true to the Hawaii mantra of living outside while inside, we welcome you. If you want to go out to the lanai each night at sunset, watch the sun go down over the limitless ocean while hearing conch shells announce the setting sun, welcome to the Waterfall House. We are here to assist our valued guests every step along the way. I personally will help if you need anything. Our onsite maintenance can be there on short notice. Our pool and hot tub staff are just a short drive away if you need anything. Please look at the educated reviews from happy travelers, and you'll see how great your stay with us can be.