KLVR プレゼンツ* ホヌアカイリゾート、ルアナヴィラ 9D

Thank you for sharing your feedback. We are glad to hear that you had a memorable family vacation. However, we would like to clarify several points in your review for future guests. At checkout, you told us that you had a memorable vacation, enjoyed your stay, and looked forward to coming back. The refrigerator ice maker stopped working the afternoon of check-in. We do not advertise an ice maker as an amenity, and the new refrigerators in our villas are approximately 3.5 years old. We provide ice trays in the freezers for guests' use. Nevertheless, as soon as we were notified, we contacted an appliance repair company, who inspected the ice maker during your stay with your permission. Unfortunately, a replacement part had to be ordered. We explained this to you at the time, and you indicated that you were okay with the situation. Regarding the range hood light, we checked it and found that it was working properly. We are not sure what you are referring to regarding receiving a second or different entry code. Our villas have smart locks, and once a reservation is entered into the system, the entry code is automatically generated. Regarding the patio screen door, all of the villas in our resort have locked screen doors because the vendor is no longer able to locate the necessary replacement parts. Property managers throughout the resort have had to keep these doors locked for the same reason. One of the bedroom sinks began draining slowly during your stay. Once you notified us, we arranged to have it unclogged as soon as possible. We do not provide beach umbrellas as part of our villa amenities. A previous guest apparently left an umbrella in the garage closet, and unfortunately, our cleaner and inspector did not notice it and remove it. Once you told us that you had seen the umbrella and expected to use it, we arranged to have new umbrellas delivered to you. We take great care of our properties and make every effort to respond promptly when an issue arises. Unfortunately, being on an island means that certain appliance and maintenance parts are not always immediately available, and repairs can sometimes take one to two weeks when a part must be ordered. We disclose this in our listings. We also want to clarify that several weeks after checkout, you requested a refund, which we declined. This 2-star review was posted immediately after we declined the refund request. We pride ourselves on providing well-maintained, high-quality vacation homes and excellent customer service. Our other reviews consistently reflect the care we put into our properties and our commitment to our guests. We regret that your experience did not meet your expectations, but we believe it is important for future guests to have the complete context regarding the issues mentioned in this review.