Ali'i Resorts
reviews and complaints

I recently came across a photo of a condo at *** #*** online and decided to make a reservation based on that. My friend and I received a confirmation and arrived on 9/22/22 with high hopes. However, we were extremely disappointed when we saw the actual condition of the place. It was completely unlivable! The floors were so dirty that our bare feet turned black after walking around for a bit. Additionally, the furnishings were not at all like what was shown in the online picture. The glass top tables were stained with glass and cup marks, and the pull-out sofa had a measly four-inch mattress topper instead of a proper mattress. My friend slept on it and woke up the next day with body aches.

Shortly after our arrival, the property manager, *** from *** Resorts, LLC, reached out to check on us. We took this opportunity to express our complaints, and he promptly came over with a clipboard in hand. During the walk-through, he diligently made notes of everything he observed. He presented us with two options: either a full refund or the option to switch to another condo within the same property. We thought this was a fair resolution and chose the full refund, expecting to apply it towards another condo in ***. However, to our surprise, ***'s idea of a full refund was only $1600.00 for the six unused nights. They kept the entire amount of taxes and fees, which came close to $1,000.00. What baffled us was that we were still charged these taxes and fees for a stay that we didn't even use. Who benefits from these charges for an unused stay? This seems like an unethical and deceitful way of conducting business.

I am eagerly awaiting your response to address these concerns. I have also shared my experience on our Neighborhood daily bulletin, and it has garnered numerous comments. Maui is a wonderful place, and I believe it is important to make people aware of the dishonest practices employed by certain condo rentals. I would appreciate the opportunity to update my post and state that *** eventually refunded the entire amount. It is clear that this situation was a result of a "bait and switch" tactic employed by the untrustworthy property manager, ***.

I have made a reservation through Ali'i Resorts for a stay at ***, F-202 for 10 nights from 6/20-6/30. When I made the reservation on 2/13, I paid a deposit of $2,134.65. According to Ali'i's policy, the remaining cost of the condo, which is $6,391.84, is scheduled to be charged 60 days prior to my arrival on 4/22. Due to the Covid-19 situation in the U.S., especially in California, I don't anticipate being able to travel from Los Angeles to Maui during this time period. Therefore, I contacted Ali'i via email and phone to request a full refund.

During the email exchange between Rona from Ali'i and myself on 4/6-7 and 4/12, I received a call from Angelina G. She reiterated Ali'i's policy and informed me that they are unable to refund the 10% if I choose to cancel because Ali'i acts as an agent for the condo owner. I requested to speak to the condo owner or for Ali'i to make the request on my behalf, but I was informed that neither option was possible. After the phone call, I was left with the original two options. However, Angelina did mention that Ali'i might consider allowing me to reschedule the dates beyond 12 months.

Rescheduling the dates more than a year in advance poses challenges for me for several reasons. Firstly, I have no knowledge of my family's schedule over a year from now. Secondly, it may not be considered "safe" to travel by that time. Lastly, I have no way of knowing what Ali'i's policy will be at that point if I am unable to make the new dates and need to modify or cancel the reservation. Will I receive a refund of my deposit minus the $711.55? Will Ali'i still be operational to honor the reservation or issue a refund at that time? The current Covid-19 situation is unprecedented, and I kindly request that Ali'i refund my deposit in its entirety.