Ali'i Resorts
Reviews and Complaints

I recently viewed a condo online and booked it. My friend and I received a confirmation and arrived on 9/22/22 with high hopes. However, we were extremely disappointed with the actual condition of the place. It was unlivable! The floors were filthy, our feet turned black from walking, and the furnishings were misleading compared to the online photo. Stained tables and a thin mattress on the sofa bed caused discomfort.

After arriving, the property manager from the resort company checked on us. We complained, and he noted everything. He offered a full refund or a different condo. We chose the refund, expecting it to cover another condo. Surprisingly, the refund was only $1600.00 for six nights, excluding nearly $1,000.00 in taxes and fees. We were charged for an unused stay, which seemed unethical.

I await your response and have shared my experience on a local bulletin, receiving many comments. Maui is great, but people should know about dishonest rental practices. I hope to update my post saying the full amount was refunded. The situation was clearly a 'bait and switch' 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.