Further to my conversation with Hubert in Member Services, I am providing this brief account of the events that transpired relating to our accommodations at the Hanalei Bay Resort, Princeville, Kauai, Hawaii. The details of the Interval International exchange as arranged by the Disney Vacation Club are attached.
DAY 1 - Arrival (Friday, December 7, 9:00 PM) - Contracted reserved accommodations in a 2 bedroom timeshare villa not available - desk clerk indicates reservation mix-up as we are booked into a 1 bedroom daily rental (hotel style) accommodation, but we are 2 couples (both DVC members) - clerk attempts to find alternate accommodation - only alternative is 2 bedroom daily rental unit - clerk cautions as to poor condition and location of unit - ask to speak to manager but none available - after repeated requests speak to John Mahoney, Assistant Resort Manager, by telephone - Mr Mahoney sympathetic and apologetic for lack of accommodations as per reservations, but indicates no alternatives available that night - asks that we accept unit for that night with promise of a solution the next day - we reluctantly do so.
DAY 1 - Continued - Unit is in appalling state of disrepair - dirty, musty, holes in walls, paint stained brown/black, missing/cracked tiles in bathroom and kitchenette, mildew and mould in shower, fungus on tile kitchenette counter, towel rack falling off wall, carpet frayed/stained/burned, bare electrical outlets (no cover plates), ripped and badly worn upholstery on furniture, pillows smelt of vomit, etc. - did not unpack or shower - had to eat at restaurant (kitchenette too unsanitary).
DAY 2 - Mr Mahoney apologises again as still no accommodations as per reservation - were moved to only alternative, a 1 bedroom timeshare villa that had been removed from inventory due to maintenance deficiencies - one couple had to sleep on the floor in the living room as the pull out couch was unusable - Mr Mahoney provides information that the week accommodation deposited with II was misrepresented by the owner - it was a bonus week in a 1 bedroom unit in the daily rental portion of the property, not in an II timeshare unit - Mr. Mahoney stated "it should never have been placed into the II inventory" and "should never had been made available to Disney for an exchange" - Mr Mahoney agrees to provide written documentation of the inappropriate accommodations deposited for trade with II to be forwarded upon receipt.
[Note: Mr Mahoney never fulfilled his promise of providing written confirmation]
DAY 3 - Still in 1 bedroom unit - one couple still sleeping on the floor in living room
DAY 4 - Still in 1 bedroom unit - one couple still sleeping on the floor in living room - Mr Mahoney indicates that a 2 bedroom timeshare villa, as was originally reserved would finally be available that day - 1:00 check-in promised - returned from days activities at 5:30 and unit still not ready - unit finally available at 7:30 that evening
DAY 4 - Continued - New unit fulfilled size criteria, but despite cosmetic refurbishment was still far below standards anticipated by II 5* categorization and by its inclusion into Disney acceptable II exchange listings - dishwasher fell out of counter cabinetry whenever the door was opened spilling dish contents onto floor - living room air conditioner badly rusted and spewed rusted innards into room when turned on - bathroom tiles cracked and black with mildew and mould - master bedroom fridge precariously placed on folding baggage stand ready to collapse - photos of these deficiencies were taken and are being sent to your attention by separate by e-mail - concluded that this is the best we could anticipate from this resort and made no further attempts for other accommodations.
[Note: Photos of the *REFURBISHED* unit are attached below - you can only imagine the state of the daily rental units!!]
DAY 5/6 - Only 2 days of the 7 were spent in the contacted 2 bedroom timeshare villa.
DAY 7 - Homeward bound (finally!)
Based on the described events endured by these 4 Disney Vacation Members, we are herewith requesting that Interval International re- credit us with 1 week of accommodation in a 2 bedroom unit as was initially contracted by our Disney exchange, OR, that II appropriately compensate the Disney Vacation Club so that the 232 points used for the exchange be refunded to our account.
Furthermore, we STRONGLY urge that the Hanalei Bay Resort be immediately removed form the inventory of acceptable II exchange properties for Disney Vacation Club members. We fully anticipate that any member accustomed to the level of accommodations provided by Disney, or by the other 5* resorts available to members through an II exchange, will be exceptionally disappointed by the dilapidated condition of the units awaiting them at this resort.
