Avis Our Place of Joy: An Ocean Retreat

Thank you for taking the time to provide feedback on your stay at my oceanfront condo at Kai Lani of Ko Olina. I especially appreciated the specific examples that you provided in a follow-up email. I am pleased that you enjoyed our place of joy, ideally located in an upscale community, and that you valued my quick response, clear communications, and the abundant beach supplies located in the garage. Nevertheless, I am disappointed that my unit did not meet your expectations of a “hotel-like” experience in three areas--household items, repair/maintenance, and deep cleaning. One month after you checked out, I was able to fly to Hawaii to arrange for the annual deep clean, various repairs/improvements, the replacement of worn household items, and the hiring of a painter. Unfortunately, my visit was delayed by 3 months, due to my husband’s death, which followed a long illness. Per your request, upon check-in, I sent my cleaner back to the condo the following morning to address your concerns. Then three days after check-in, per your request, I sent my handyman to replace a defective lanai light fixture. I never heard from you again until you were ready to check out. I thought all issues had been resolved. Had you voiced additional concerns, I could have made things right. Honest and timely communication would have allowed me the opportunity to purchase any items that a 30-day vacation rental guest would expect, address repairs (such as the clogged drain and loose toilet paper holder), and arrange for additional cleaning if you desired. Although it came later than I would have preferred, your feedback has been valuable. Initially it caused me some angst, but I have gained some insights. It has caused me to reflect upon, tweak, and change a few procedures and rental policies. My guests value a place of joy. And so do I. I take pride in achieving that standard.