Maui Rental Group is not responsive to rental issues and does not return phone calls. In April of 2013, I contracted to rent a condo in Kihei through a private owner. The dates of our stay were to be September 28th through October 6th 2013. At the same time, I also booked the unit next door with another owner to accommodate our son, daughter-in-law and 4 year-old granddaughter. The balance for the condo was paid in full the end of July.
I did not receive any reply from Paul, so I called his office on September 12th. He was on another call, so I left a detailed voice mail and referred to the email I had sent him on the 6th.
I immediately called Maui Rental Group asking for Paul. Again I was told he was on another call. I declined to leave a voice mail, but I gave the details of the problem to the woman who answered the phone. I explained how upset I was with the situation. I was assured Paul would call me back right away.
The only person that saved our carefully planned vacation was the realtor. She went to great length to locate us another unit in the same building and on the same floor. As far as I can tell, Maui Rental Group did zero to solve this problem, and likely caused the problem by failing to pass on important information in a timely manner, or simply not passing it on at all.
We have stayed in Wailea with Maui Rental Group for the past several years. Before our first trip, we contacted several vacation management companies and we did not feel comfortable working with any other agency. Maui Rental Group made us feel confident in the transaction and the accommodation was 5-star quality. They are available 24 hours a day (we locked ourselves out and needed help late at night) and their rates were a LOT more favorable than the competition. They make us feel like VIP guests every year.
On September 6th , I received an email from the owner telling me that he had sold this unit, and that Maui Rental Group would be managing the unit for the new owner. The prior owner said the new owner was interested in doing some renovations, and so I would be contacted to see if I would accept a comparable condo. The prior owner also stated the new owner would stand by all rentals already booked. I believe that also is the law.
Since I had rented two side-by-side units to accommodate our family group, I immediately emailed the Maui Rental Group, owner Paul Dobson specifically, to alert him to my particular situation. I advised him that unless he was able to find us something at least within the same building in this condo complex, I would not wish to take it. I asked if it were possible to delay renovations until after our stay, which was only 3 weeks away.
I have NEVER received any call back from Paul or ANYONE at Maui Rental Group. NEVER.
As I final note, it is now more than 5 ½ weeks later, and I have still not received the promised return phone call from Maui Rental Group – no explanation, no apology, nothing. This is completely unprofessional and demonstrates total disregard for those for rent from them. Beware.
Just FYI, Maui Rental Group manages no other units in this property. So I have no idea where they might have tried to relocate us to.
Renters BEWARE: Mice, cockroaches, and extremely poor customer service. Reported this management company to the Maui Heath & Services Department. Disgusted at their lower than low standards. EW!
Later that day, I received a call from someone I assumed was from Maui Rental Group offering me a unit in a building across the complex. I asked if they had read my email or listened to my voice mail message? Well it turned out this was not Maui Rental Group, but the realtor who had handled the sale. The realtor was not aware of my situation because no one from Maui Rental Group had told her anything. In fact the realtor told me that it was now impossible to stay in the unit I had contracted for. Escrow had closed that morning, and immediately workers had rendered the unit uninhabitable!
Our experiences with Maui Rental Group have always been exceptional from reservations to check-in to having a great stay. This was our second time using their company. Most recently we were at Grand Champions. While it’s not oceanfront, the resort is an easy walk to the beach and had a beautiful setting next to the golf course. The condo we had was spacious with a nice kitchen and very elegant.
Maui Rental Group is a US Travel Agency based in Kihei, Hawaii. Maui Rental Group is located at 161 Wailea Ike Pl B107, Kihei, HI 96753, USA.
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