1 Huge Unit 6 Bed 4 Bath Condo in Waikoloa Village

This review does not accurately reflect our property or the guest experience we provide. This guest never stayed at the home, so their rating is not based on the condition, cleanliness, or overall experience of the property. Only their misunderstanding of the cancelation policy. Yes, uphold a cancellation policy that is clearly stated on our listing. This is standard for large homes that require advance booking. If a guest needs last minute flexibility, a hotel is a better fit. Marylou’s group chose our home because it accommodates up to 13 guests, which would require 6 to 7 hotel rooms at a much higher cost. Our home offers strong value for large groups, which is why it was booked. It is also important to note the guest contacted us about 25 days prior to arrival requesting to cancel which shows they clearly were looking for ways to cancel and place the burden on us. They booked and held our apartment for months, blocking other people from booking and wanted to cancel the night before. March is our peak season so as a small family owned business we do not feel it is our responsibility to treat them different than anyone else. We are fair, transparent, and consistent with all guests. The guest’s communication toward us was also very unpleasant, to the point of them calling us names. Unfortunately, their rating only reflects their anger about our cancellation policy. We are proud of the many great experiences guests have had at our property.

Glad you enjoyed our stay. We are sad to see we received a one star review especially since the review was positive and things were fixed promptly like you said and hopefully you can update the review. We were happy to have you as guests and would love to have you again.

Hi James, Thank you so much for your stay and for taking the time to leave a review. We’re genuinely glad to hear that you and your group overall enjoyed your time at Buehler Ohana and appreciated the comfort of the space. That said, we were a bit surprised and disheartened to see a 3-star rating, especially considering the kind messages you sent during your trip — including “we love the place and are having a great time” and “by no means complaining, just wanted you to be aware.” We take those messages seriously and appreciate guests keeping us in the loop so we can address any issues quickly. Had we known these small items were going to impact your public review so significantly, we absolutely would have sent our handyman out same-day to take care of them. Our goal is to provide an exceptional experience, and we’re always working to improve based on thoughtful guest input. We hope future guests will read all of our reviews and see that we respond quickly and thoroughly when we know something needs attention. Every stay matters deeply to us, and we’ll continue going above and beyond to make sure each one is special. Mahalo

Hi Rachel, Thank you for staying with us and for taking the time to share your thoughts. We hope you’ve had a wonderful few months since your vacation and that your time here was filled with meaningful memories with your family. We held off on responding right away because we wanted the time to make meaningful updates. Since your stay, we’ve been able to make some major improvements around the items you mentioned. Your feedback helped us focus on what matters most to our guests, and we’re truly grateful for that. We’d love the opportunity to host you again, and we hope future guests can see how dedicated we are to continually enhancing the experience for everyone who stays with us. Warmest aloha,