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Unique renter experience.

MOXJO7282

MOXJO7282

Tug Review Crew
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So I'm at the Maui Ocean Club enjoying 2 weeks with my family. I also have several renters here at the same time. I often receive immediate feedback from some renters, 99 times out of 100, thanking me. I have one frequent renter who did this last week and said "this rocks!" after getting a 8th floor wrap-around balcony OF unit in the original tower. One time a renter did call to complain about a low floor OF they didn't care for, but actually later said they came to enjoy it. Yesterday though I received a different type of communications, a text and then phone call about a problem a renter had. First while I was at dinner, I received a frantic text saying they were on their honeymoon and she was hysterical crying in her room. That was all that is expressed in the text so I thought she got a bad room somehow, so I gave her call and she proceeded to explain to me that she has an incredible fear of heights and the 9th floor OF studio she received has her terrified. She also said she didn't know the resort has an open atrium that guests walk through to get to their rooms and that she couldn't go back and forth to her room without being terrified. I told her to express this to the front desk and I'm sure they would try to accommodate her. She did this and they were willing to give her a gardenview unit but she refused saying she didn't want to ruin her husband's enjoyment of the view. I told her I was very sympathetic of her condition but I wasn't sure what she expected me to do at this point. I told her if she would've expressed this to me upfront I would've told her not to rent from me but at this point there wasn't much I could do to help her. She actually asked me to move her to the Westin as if I had some way to do that. I ended it by saying I'm very sorry and hope this doesn't ruin your honeymoon.

Very unique situation to say the least.
 
Ah....wow. Didn't expect that renter experience! Good luck MoxJo and I hope you enjoy your trip and I hope the happy couple works through the issues?!?! Very odd...

Best,

Greg
 
Feel sorry for the your renter, but there is only so much you can do. At this point, it sounds like it is in the hands of the couple to work through in tandem with the resort.

BTW -
Love the Maui Ocean Club OF wrap-around porch/balcony in the original towers. It is the best! Loving it this week .

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MOXJO7282 said:
So I'm at the Maui Ocean Club enjoying 2 weeks with my family. I also have several renters here at the same time. I often receive immediate feedback from some renters, 99 times out of 100, thanking me. I have one frequent renter who did this last week and said "this rocks!" after getting a 8th floor wrap-around balcony OF unit in the original tower. One time a renter did call to complain about a low floor OF they didn't care for, but actually later said they came to enjoy it. Yesterday though I received a different type of communications, a text and then phone call about a problem a renter had. First while I was at dinner, I received a frantic text saying they were on their honeymoon and she was hysterical crying in her room. That was all that is expressed in the text so I thought she got a bad room somehow, so I gave her call and she proceeded to explain to me that she has an incredible fear of heights and the 9th floor OF studio she received has her terrified. She also said she didn't know the resort has an open atrium that guests walk through to get to their rooms and that she couldn't go back and forth to her room without being terrified. I told her to express this to the front desk and I'm sure they would try to accommodate her. She did this and they were willing to give her a gardenview unit but she refused saying she didn't want to ruin her husband's enjoyment of the view. I told her I was very sympathetic of her condition but I wasn't sure what she expected me to do at this point. I told her if she would've expressed this to me upfront I would've told her not to rent from me but at this point there wasn't much I could do to help her. She actually asked me to move her to the Westin as if I had some way to do that. I ended it by saying I'm very sorry and hope this doesn't ruin your honeymoon.

Very unique situation to say the least.
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Unique. I was just reading a review last evening of a cruise where someone was complaining they didn't have water slides, Belly Flop or Sexiest Man competitions and it was BOOORING. It was Celebrity. Like in this case, even a cursory investigation would have told them it was a bad idea.
 
If she has that many phobias, she should have asked more questions about the property and also passed on to you her room location preferences.
 
It sounds like they should schedule with their physician on return home for medication or ongoing with a counselor, possibly both. I have a fear of heights but fortunately it is not this bad. If anyone is bad enough in this situation, they are going to struggle in everyday life & work situations.
 
That is unique. You were responsive to her and the resort provided her with an alternative solution that would have addressed her primary concern.
 
Dean said:
It sounds like they should schedule with their physician on return home for medication or ongoing with a counselor, possibly both. I have a fear of heights but fortunately it is not this bad. If anyone is bad enough in this situation, they are going to struggle in everyday life & work situations.
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Yes, indeed. This poor young woman needs to see a psychiatrist and get some treatment for this. Phobias and panic can be treated.
 
This kind of reminds of The Heartbreak Kid with Charles Grodin and Cybil Shepherd. The woman gets a terrible sunburn during their honeymon and has to sit out most of the vacation while her husband looks for greener pastures. He meets Cybil Shepherd and then chases after her until he wins her over.

I know that sounds a bit of a stretch, but this guy's trip is going to be ruined, if she won't leave the room and he has to go out without her to enjoy the island, just because she cannot walk anywhere.
 
It seems to me that the issue was solved by the resort offering to give her a garden view unit, which I assume would have been on a low floor. Since she refused that resolution ("she didn't want to ruin her husband's enjoyment of the view"), I'm not sure what else could be done?
 
VacationForever said:
In reality, no. If one has phobia of height, one rarely gets over it by seeing a psychiatrist.
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Meds and/or counseling should help control it over time. One should also plan accordingly such as investigating the resort. Ultimately the solution will be a group of strategies working together. That or she's more in drama mode and if so, I feel for the spouse.
 
Dean said:
Meds and/or counseling should help control it over time. One should also plan accordingly such as investigating the resort. Ultimately the solution will be a group of strategies working together. That or she's more in drama mode and if so, I feel for the spouse.
Click to expand...
I know of several people with phobias, counseling helps with coping strategies but they don't go away.
 
VacationForever said:
I know of several people with phobias, counseling helps with coping strategies but they don't go away.
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They can but often don't. People with phobias often have a more generalized anxiety disorder or some other underlying issue like PTSD or both/combinations. Responses vary and one can't make absolute statements either way. The problem for most is they don't follow through on the options available to them. Meds coupled with CBT or similar are generally the most effective approaches to depression and/or anxiety. If there is underlying trauma, it can be a long road. I too have a fear of heights but fortunately not enough to cause this type of response. I predict there's more to the issue here than we'll every know, or care to.
 
Did her husband chime in on any of this?
 
Here's a more jaded response: Look out for a charge-back if they paid with PayPal or a credit card.
 
DeniseM said:
Here's a more jaded response: Look out for a charge-back if they paid with PayPal or a credit card.
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Not possible because I only allow first $200 non-refundable deposit to be electronic. This is just to make sure they are legit and then I require payment in the form of a personal check. I just had one guy make me an offer but only if he could pay with Paypal. I told him no thanks. He then offered Venmo, and again I said no thank you. He decided to walk away. Using those electronic methods are just not in the best interest of the owner. I won't even work with Redweek payment services or AirBnB because of their ability to screw the owners.
 
hangloose said:
Love the Maui Ocean Club OF wrap-around porch/balcony in the original towers. It is the best! Loving it this week .

View attachment 59871
View attachment 59873
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What building is this unit located in. When I look at the resort map I don't see any corner units that look like they wrap around the two buildings. The map indicates concrete columns on the ends. I also assume its a two bedroom ocean front building?
 
DeniseM said:
Here's a more jaded response: Look out for a charge-back if they paid with PayPal or a credit card.
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Denise I'm glad you highlighted this because I've taken PayPal rental payments -- will avoid that in the future. Thanks very much and good luck MoxJo!

Best,

Greg
 
cp73 said:
What building is this unit located in. When I look at the resort map I don't see any corner units that look like they wrap around the two buildings. The map indicates concrete columns on the ends. I also assume its a two bedroom ocean front building?
Click to expand...

Both Lanai and Molokai corner units have a wrap around. They are OF. Images above are from Molokai tower facing North…from the 1BR OF family room of a 2BR OF. Best view in the books…IMO.
 
DeniseM said:
Here's a more jaded response: Look out for a charge-back if they paid with PayPal or a credit card.
Click to expand...

I am curious. While not a heavy renter, I’ve taken PayPal, Venmo, RW payments, VC payments, and yes..even paper checks or e-checks.

Digital currency and payment methods are much easier and standard these days.

While not trying to hijack this thread, I am curious in what situation this renter would be able to request a charge-back if the contract was signed and delivered by the owner? Seems low risk..unless you really have a bad-apple renter.
 
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