Free-Standing Cottages On North Shore Kauai! ~ 5 Minute Drive to Hanalei Bay ~

We have had a lot of back and forth with this owner, both on the day of her arrival at the resort and since providing her with a refund. I would like to address her issues in this review, while also pointing to our other reviews that don't include any similar complaints. The guest's only request in the initial booking request was to be away from the main road. We informed her at that time that Makai Club, like all Wyndham resorts, uses floating inventory and does not assign units until a day or two prior to arrival. However, we said that we would put the request in with the resort because they are typically able to accommodate such guest requests. We did that and they were able to fulfill that with a cottage away from the main road leading into the property. Given her request and that she also stated that she was a Wyndham owner, it seems like she would know that it was not one specific unit, since she had a request to be in a certain location within the resort. She was unhappy with the unit and let us know the day she arrived. She said there was too much noise as you can read in the review. There was landscaping occurring that afternoon near the guest's cottage. She made her complaints around 3 or 4 p.m. and was informed that the workers would only be there until 5 p.m. There would be no landscaping work going on in the evening hours, so it would not have been much longer. We were in touch with the resort and they offered to move them the following morning, but the guest was not happy with its location. It would have been near the main road, which was not what they wanted. The front desk also indicated to us that the guest was very rude to them and treated them with disrespect and as their inferiors. The guests checked out the following morning and we have refunded them for their unused nights plus tax, as well as the guest confirmation fee. None of those nights were re-rented and our reservations are typically non-cancelable. We took about a 75% loss on the stay. We tell all of our guests that it is up to the resort which unit they get. We make requests, but it is always floating inventory. We did all we could within our power to make this guest happy. She told us that if she didn't receive a refund, she would leave a bad review with this "bait and switch" title. We did issue the refund and she left the same review. We feel that our other reviews give a more accurate representation of this wonderful resort. We stand by the resort and its staff.

Hi Emily, Thank you so much for leaving a review following your stay at the Makai Club Cottages! We're really happy you and your family enjoyed your stay. The cottages are great for privacy with a group and the spacious layout really does allow everyone to have their own space. As you mentioned, the location is also ideal for easy access to the North Shore. If you plan to make a return trip, we would be happy to help you again with your accommodations! Feel free to get in touch with us. Thanks, David Resort Stay

Hi Don, Thanks so much for leaving a review! We're thrilled that you enjoyed your stay at Makai Club Cottages here on the island of Kauai. If you plan to make a return trip, please let us know and we would be happy to assist you once again. Thanks, David Resort Stay