Madeline G.
Google
We booked Hale Kona Kai Unit 304 for a 10-night stay. After a long day of travel, we arrived late in the evening and were immediately hit with a STRONG, unpleasant odor of mildew and dampness upon entering the condo. We attempted to clean the surfaces with disinfectant wipes we had on hand, but within an hour, both of us began experiencing heavy chest tightness and headaches. The smell in the bedroom was particularly offensive — a combination of mold and what seemed like cat urine.
The listing on VRBO described the kitchen and bathroom as "tastefully remodeled," but that was not our experience. The bathroom fixtures appeared dated, the tub was stained, and there was visible mildew on the glass of one of the wall pictures. The kitchen faucet showed signs of water damage with green corrosion, and the exterior of the black refrigerator had extensive staining — possibly due to moisture exposure.
The furnishings were worn and faded, and the carpet had numerous stains, especially on the lanai, where there were prominent rusty-brown spots. One of the side walls on the deck also showed signs of wood rot.
While we understand that some wear and tear can be expected in a rental property, the overwhelming smell of mold, mildew, and especially the strong odor of cat urine in the bedroom posed a serious health concern that made it impossible for us to stay.
The next day, we returned to speak with the on-site manager, who informed us that the central A/C system had been out of service for some time. Although a stand-alone unit had been placed in the condo, it was clearly insufficient to control the humidity and air circulation.
We immediately filed a complaint with management and requested a full refund. We were initially told — in writing — that we would be refunded. However, as of now, we have not received the refund, nor any acknowledgment of the property’s condition from Casago.
This experience has been incredibly disappointing and stressful, not to mention that we had to scramble to find another place to stay for that 10 days, which cost us almost double the amount we'd spent booking Casago. We sincerely hope this matter will be resolved promptly.
