Review of Luana Kai Resort 3*

Don't ever stay at this hotel, at any cost! I do not recommend to anyone to stay at this property. Dirty room, no A/C, ridiculously bad customer treatment. Read on for all the details. I booked a stay through Chase Ultimate Rewards at Luana Kai for September 6-10, 2017 (4 nights) and paid $732. Upon afternoon arrival (just after 3pm office closing) I was handed off my keys and assigned room (D-303). Upon entering the room, I noticed the reasonable homely amenities, the 4 fans blowing, and the _lack of A/C_ (temperature outside was near 90F). Lack of A/C was odd because I'd have noticed something like this when I booked it. After a lot of research to verify I wasn't crazy, turned out Luana Kai property listings are misleading at best, and different at the different providers. From what I discovered, in some listings, they say A/C costs $25 extra. Mine at Chase said nothing of the sort, hence the negative surprise. After the A/C fiasco, and a 12-hour flight, all I wanted was to drop off my bags and leave for a walk and dinner. Upon coming back, I started to notice _flying ants_ downstairs. I ignored the nuisance for a while, until it became apparent they bite and they are more than just one or two — room was infested with them. I checked the bedrooms, bathrooms, living room — they were everywhere — on wall, lamp shades, bedsheets, pillows, walls, everywhere. I tried reaching out staff through a phone number written on a sheet in the envelope, only to reach voicemail. I tried calling Chase only to wait 2 hours for nothing (lines busy due to Hurricane Irma affecting Florida that week). Out of options, tired, pissed off and not wanting to spend a night in Hawaii in my car, I decided to book a hotel I knew it would be good — the Maui Coast in Kihei. I figured the price tag $810 was extremely reasonable given the circumstances and figured both the hotel and Chase would take care of the mess following day and I'll get a refund. Boy, was I wrong! I checked into Maui Coast, room was very clean, fresh, pleasant 69F inside and without a flying biting ant in sight. Long story short, for weeks I had to deal on numerous occasions with extremely rude and unapologetic staff at Luana Kai (mostly Mario). Not only did I not get a full refund, I was penalized (! ) for not giving them "an opportunity to address it. " My logical explanation that I called but reached voicemail, and that if that room was clean and sanitary I woundn't have had to do anything or call anyone. I was penalized 2 out of the 4 nights. Mario said they owe me $0 but because they feel bad they offered me $257. $257 out of $732 is not even half, more like one third. I told him that to me to accept his $257 is equivalent to admitting I'm ok with the situation and its solution when I was not. All-in-all I spent at least 6 hours on the phone to listen to accusation how it is my fault I want full refund for unsanitary room without A/C. Disgusting! Comment if you have questions and I'll try to provide you with all details I have. I'm reporting this to the Maui department of health and considering legal options to get my money back.