We had booked a room from www.hana-maui.com/ cottages for $125+tax, to be paid in cash upon arrival. This was not a fancy place by any means, but it was fresh, clean, and had a small kitchenette. Perfect for one night. The place was about 15 minutes past Hana, right across from Venus Pool. Crucially, it had a microwave so that we could warm up our Pom meals (we had specifically gotten two meals microwave-wrapped).
We show up around 8:30, tired, hungry, and grumpy. I park and head to the room, only to find it locked and the promised key nowhere to be found. I go around to the office, and - surprise! - it's dark and locked. Getting annoyed, I give them a call. From outside, I see the office phone light up. Of course, no one picks up. Instead I hear a message telling me to call an after-hours number in case of emergency. I head back to the car to call, and whaddya know! No service. Back to the office, pick up a tower, call the number, and listen to it ring. 5 times, 10 times, 20 times.
For the next 45 minutes I play this sick game. Getting service, losing service, calling and calling and calling. At this point I'm ready to kill people. In the meantime, there is not a soul to be seen on the entire property. The entire time I'm trying to go online to find alternative accommodations, but I don't have enough of a signal to get to Google, let alone any website of value.
At 9:30 we come to the realization that we are getting absolutely nowhere. We decide to go back to Hana and see if we could find a place ourselves.
I just remembered this little gem:
I finally did hear back from them in the form of a voice mail, towards the end of the next day. Did she apologize for what happened? Did she try to find out where we ended up spending the night? You wish. The message consisted of her shouting at me, how dare I call so many times! She has a family!!!
In a way that made me even madder. You're the blasted after-hours emergency number, for heaven's sake!
So all in all, great customer service. Highly recommended
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