Sarah Elizabeth
Google
Andrew Geer, the Mauna Lani Point Executive House Keeper, made the difference between a fantastic vacation or a dreadful one:
When we arrived after our long trip from New Mexico, we were advised by Office Manager Lei that our very gorgeous unit - which we'd stayed in last May - was unavailable due to plumbing issues, but that they had another unit that was of equal status to show us...No idea when our beloved unit would be fixed.
We have been coming to Mauna Lani for 20 years, staying at eventually all the prime VRBO resorts, and thought we'd found our final final unit to stay at, twice a year; but we trusted we'd be taken care of professionally.
The alternative unit offered was unacceptable - tiny, poorly laid out and without charm. It had an ocean view, which was not a feature we had energy on, not a required feature, as after dark the view would disappear.
We were driven to another unit and asked to wait in the van as an office staff member went in to see if it was ready to view as an option. After ten minutes (I am not kidding) waiting in the van they returned and we are told it was actually not an option and we would be returned to the office for a refund.
This is a large resort property, we've stayed here before, the occupancy this time of year is low, we were dumbfounded.
Once we were driven back to the office Lei began the process of processing the return of $7,500/ten days for the original unit, then turning it over to very nice staff member Mark...My friend sat watching as he was debriefed on the situation Lei was removing herself from.
I was outside frantically calling The Fairmont Orchid and The Auberge when Andrew entered the office, asking my friend to please step outside as he wanted to have a conversation with her.
I got off the phone, having decided we would just drive to the two hotels to see if we could get reasonable rates as no one in reservations was picking up, and joined the conversation.
Andrew told us he had a beautiful unit he could show us, so we drove off to check it out.
It was beautiful, golf-course view,
We thanked him and said it was great
We were happy (and grateful) to take it.
He saved the situation and our vacation, with great professionalism and charm.