Luxurious 4BR/3.5BA House: AC, Short Walk To Beach

We’re disappointed by this review because it leaves out several important facts. The A/C experienced an unexpected mechanical failure shortly after arrival, and because we are on Kauai, the replacement part had to be shipped in and could not be installed during the stay. Once the issue was diagnosed, I offered the guest a full refund for the remaining nights so they could relocate to another nearby property with working A/C. There were relocation options available, but the guest declined because they felt moving would be more inconvenient than remaining in the home. All of this is in writing via text. We then brought in portable A/C units to make the stay more comfortable while waiting for the repair. Guest stated they were very happy with how well they worked. There was also substantial communication throughout the stay by text and phone, and maintenance visited the property multiple times. Because the guest chose to remain after being offered the option to relocate with a full refund, I did not believe a substantial refund was warranted. Nevertheless, as a goodwill gesture, I issued a 25% refund. The guest requested a 75% refund, which I did not believe was reasonable given that they completed the stay after declining relocation. Mechanical failures are frustrating, and I’m sorry the A/C issue affected their trip. We made every reasonable effort to provide alternatives, assistance, and compensation under difficult circumstances.