Kapalua Villas Review written 23 03 27 This was supposed to be a very special post pandemic family reunion, of seven of us who hadn't seen each other in more than three years. It was Hawai, because some of us are Canadian (Toronto, B.C., Calgary) and some are Australian. I had booked two villas, with two bedrooms each, all pre-paid. Two arrived at 5 PM on Sunday: no staff at the villas. There was an envelpe at the office with our names on it. My relatives had to phone someone off site, who gave them lock box numbers. The property is very large, and it was hard to find the first unit. The staff on the phone would NOT GIVE them the lock box code for the other unit. Meanwhile it got dark, and the rest of us arrived about 8 PM. Our phones were nearly out of battery life. The person who answered for Kapalua Villas kept hanging up. We were all exhausted from a day's travel. We waited 90 minutes to get into the unit. We had had NO WARNING that the reception would be so inadequate. The next morning I went to the office see a person, who then told me that I had to pay many more fees: Tax GET Maui, Tax TAT County, Tax TAT state, (charged daily), ad Cleaning charge of $339.00 for each unit charge once for our eight day, a daily resort fee, and Damage Protection fees. The total extra I was charged was $2,784.16 US funds. (Canadian was nearly $4,000) The office staff kept telling me these charges were "on the website" and I should have known. I took out my iPad and asked the staff to show me where on the website these fees were listed. She was unable to find them.I have since been on the website many times, and never found them. My travel agent also could not find them. I have tried, via my travel agent. for two months to get a reply from the Villas, an apology for the dreadful arrival, and a reimbursement for the horrendous overcharges. I am still behind financially, since the total bill, without the overcharges, was exactly what I had budgeted for. I have travelled extensively for many years, and have never, ever, had a worse check-in, or been subjected to undisclosed and horrendously high overcharges. I had been to Hawai, including Maui, four times before and always been delighted with the venue and the services. That ended on this 8 day trip to Kapalua Villages.
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