Complaints

This profile includes complaints for MauiHoliday.com, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

MauiHoliday.com, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  MauiHoliday.com, LLC

  597 SE Monet Dr Port Saint Lucie, FL 34984

  
• 

  MauiHoliday.com, LLC

  140 Uwapo Rd Apt 44-103 Kihei, HI 96753-7447

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1 - after booking I found that the units AC didn't work. I reached out to the managment and they acted as if the didn't know and offered a discount.2 - when we got to the location it looked nothing like pictures. It smelt of MOLD and had water damage in multiple locations. Attached pictures to show.3 - after a few days there we were told the they were going to have exterminator come there during our stay...that is not acceptable to sprey poison while we are there.4 - after complaining the managment called me and verbally attacked me and told me that my family and I should have never taken a vacation.5 - I calmly explained how unhappy we were but not resolution was offered.

  Business Response

  Date: 08/18/2024

  As owner of MauiHoliday.Com and having hosted our clients for 22+ years, I stand by what I shared with the complainant - that he and his family should have never gone on vacation - as I have never dealt with anyone as difficult, miserable, or mean-spirited. For the record, the complainant who filed this complaint did NOT book or pay for this reservation, the reservation was booked under a different name (the cardholder) - but I will nevertheless, respond to this complaint.

  The condo reserved for these guests is a premium direct beachfront unit at one of our flagship Kaanapali properties, the ****** At ********* - of the 65+ properties we represent, the ****** has the highest guest approval rating of any property we book island-wide. We also secured a ridiculously low rate for our guests, more than $150 per night cheaper than what our competitors charge for identical units/floor plans.

  Unfortunately, shortly after we confirmed guest's reservation we were informed that the building's central air-conditioning stack would be out of commission - impacting our guest's stay along with every other guest in the same building stack. Despite what guest alleges I can assure you that we were NOT aware of this, and would NEVER put any of our guests in a position like this. 

  Upon finding out about the ** problem, we immediately reached out to ************** and provided him with (3) options:

  - alternate accommodations at different properties that had no issues.

  - a discounted rate of 20% off their entire stay ($50.00 @ night, total of $707.52)

  - a FULL refund without cancellation fee (if guests opted out of this unit)

  Our client was under ZERO obligation to stay at this resort - or with Maui Holiday at any other property - however we did everything we could to rectify the situation. Our guest opted for the discounted rate and we thought that everything had been resolved.

  I have provided current photos that accurately represent the condo we reserved for our guests, it has a near 100% occupancy rate, and we have NEVER had complaints about this unit before. Nevertheless we responded to each and every single complaint this family registered during their stay, with both our housekeeping and maintenance ****** dispatched numerous times. With regard to pest control, the ENTIRE building was treated - and not with toxic poisons as implied by guest - and their declining pest control's entrance into unit was honored.

  Fortunately for my company, we have only encountered 'difficult' guests like this a handful of times - and I don't say that lightly. Occasionally things do go wrong, or something is accidentally overlooked - and when it does, we respond immediately and do whatever's necessary to make things right for our guests.

  As the owner of Maui Holiday, and the one that handled each & every complaint from this family, I can attest that we did everything possible and reasonable to satisfy our guests ... to no avail.

  Finally, to any potential client or customer reading this and considering the services of Maui Holiday - we are a small, family-owned business that has been doing this for 22+ years now - we have maintained A+ exemplary status with the BBB since day one, and I promise you that we will do everything we can to assure you have a positive guest experience. Unfortunately this complaint will live on in infamy indefinitely, and I hope you will consider the merits of this complaint before ruling out the services of our company.

  Our toll-free number and direct office lines are included on our website, please feel free to reach out if you have any questions or concerns about our company.

  With aloha,

   

  *****************,

  Owner/CEO MauiHoliday.Com