Emmalani Court at Princeville #321

We have stayed in this condo before and love the layout, with 2 en-suite rooms and a beautifully decorated living and dining room. The location is excellent in a small condo complex near the One Hotel. Easy to take great walks around Princeville and about an 8-10 minute drive to beautiful Hanalei.

Unfortunately, during this stay we found the customer service to be severely lacking in responsiveness. The condo is now managed by Vacasa. The AC unit in the living room was not working and a freestanding unit was in place. The freestanding unit did not work either and the room could become very hot. We had never experienced this on our previous stays in this unit. I texted the customer service number as directed in the checkin instructions on our first evening there to inform them of the issue. Response was that they would have some one get back to me right away. We waited. Crickets. Throughout our 5 day trip we made multiple calls and sent multiple requests through the Booking.com app (where we had made our original booking). The response was that they were waiting for a response from their on island maintenance people and that they had received no response. They couldn’t do anything about it. To the owner: If this is how Vacasa manages your property, you should reconsider your relationship with them. We, unfortunately will not rent here again.

The interior was a good size and nicely decorated.

There was a very evident moisture problem in the master bedroom. I have serious mold allergies and I felt awful after my first night sleeping in the bedroom. I took allergy medication and luckily felt better. The light on the ceiling fan turned on by itself several times in the middle of the night. Pool was being resurfaced and we weren’t told until after we paid for the stay. No compensation was given for that inconvenience during our stay even though I called to speak with customer service. I was told that we could cancel without a refund if we wanted to. That was not ethical because we booked a location with a working pool.