Locked out of our Maui Condo
I have been using Chase N Rainbows for over 20 years. They were wonderful to work with. They have been purchased by a corporation now Castle Resort. We stayed at the Aston Mahana on Maui. Four days into our trip, our door code stopped working. It was clear that the mechanism needed to be repaired, it was not the wrong code. At 2pm, the door stopped working and we were locked out. I spoke to Chase N Rainbows at that time. I was advised maintenance would be on it immediately and if not, a locksmith would be sent. We left and came back after dinner. NOTHING was done; we were still locked out LOCKED OUT. I called the emergency after hours number for Chase N Rainbows. I got a recording apologizing and thanking us for our patience. LOCKED OUT. We had to get security for the Mahana to let us in. The unit was privately owned so Mahana staff didn't want to help but did. We were leaving the next day. We were unable to go to breakfast in the morning as there was no way to get back in to the condo. Chase N Rainbows NEVER called despite the numerous calls that I placed. When I got home, I contacted the manager who listened, said "I'm sorry" and "the door will be fixed." Too little too late. I went out and read reviews on other sites, MANY similar experiences including one senior woman arriving to find she had no reservation and was stranded on Maui. The world has changed. This is a sad sad change. Book DIRECTLY with the resorts. Use VRBO or the like. Avoid Chase N Rainbows.
By Rissa S.