F S.
Yelp
I wanted so badly to love the Hale Pau Hana, and for the first night I did--the views from the 7th floor are wonderful, it's close to a ton of great places, and the little beach it overlooks is lovely. The condo we stayed in wasn't anything fancy, but it was homey and comfortable enough. If you don't mind being obligated to participate in the building's regularly scheduled maintenance plans, and if you can tolerate being called ridiculous and crazy if you have a concern the manager thinks is unimportant, the Hale Pau Hana could be a good option for you.
But for me, it wasn't. The second day we were on Maui, we received an email from the operations manager saying they would be conducting mandatory inspections of every unit during our stay, and that they would tell us the date and time of our inspection when we checked in. But we had checked in the day before and no one ever mentioned an inspection.
The issue for me is that I have intense anxiety about people who I don't know being in my space, especially when those people are men. I started to think that cleaning after the inspection might help me feel better about it. Since long before COVID I've requested that hotel rooms not be cleaned during my stay because of my anxiety, so I thought about cleaning it myself, but I was on vacation and didn't want to do that. The Hale Pau Hana does not clean rooms for short stays, so on the morning the inspection was scheduled to take place I called to ask for an exception. The receptionist said she'd call me back, but I never heard from her. I called again before they closed and the receptionist said they had rescheduled the inspection for the following day and would clean afterwards. But something about the way she said it left me uneasy.
The morning of the rescheduled inspection, I packed up all of our belongings for the second time and went to talk to the manager to make sure I understood the plan. She told me the inspector will only be there for 15 minutes and he doesn't touch anything, though I can't imagine how a touch-less inspection would be possible. I said to her that I appreciated all of that, but I just felt uncomfortable and wanted to figure out a way to make it more comfortable for myself. My goal was to confirm that the cleaning service would happen, but before I could finish my sentence the manager cut me off to say this is mandatory and I could just have a refund for our last two nights and find somewhere else to stay if I wanted.
I was floored. So I told her the truth: I wanted a full refund for the entire stay. The amount we spent for that week is what it would cost to find something remotely comparable at the last minute. But she said, "That's ridiculous. I'm not refunding you for nights you used." I tried to tell her that we weren't aware of the inspection happening when we rented the place, and if we had been made aware I never would have stayed there. She said they sent out an email, and I said we got that email the day after we checked in. Her only response was silence.
I repeated to her that if we had known about this inspection, we would have canceled our reservations and found accommodations elsewhere. She said that no one else complained about the inspection and that she didn't think 15 minutes was an inconvenience big enough to warrant my reaction. I told her that I didn't sign up to come on vacation and tell someone I don't even know about past traumas that make me feel unsafe having random men in my space. She scoffed and said, "Past trauma? That's crazy. That's just crazy. If it's about a man in your space, I can come with him." I asked her if she realized how cruel it is to call somebody crazy, and she said, "Cruel? This is cruel now? This is ridiculous." And the conversation just got worse from there. I stepped away and my husband took over.
During this exchange, the manager said to me that the owners of the condo units are proud of their homes and want to make sure they're in good shape. You'd think they would also want to be proud of the person who represents them, but this manager was cruel, disrespectful, and unprofessional. She passed every inconvenience of the inspection onto guests without apology or consideration. I know that I'm responsible for my anxiety, and if the Hale Pau Hana had been bothered to communicate in advance about their plans, I would have canceled our stay, avoided the entire situation, and been able to enjoy our vacation so much more.