Jean & Abbott Luxury Vacation Rentals

I was interested in renting a property from this agent and started what initially seemed to be a promising correspondence about our needs. Unfortunately, after one email exchange, Shelah didn’t bother to respond to me and my requests for more information. Perhaps my budget was too low for her to bother. Nonetheless, I found this agent to be inconsiderate and unprofessional.

Unfortunately, I cannot give this company a higher rating than 1 star. First, the positive. Prior to booking, communication was excellent. All my questions were answered in a timely manner, and booking went smoothly. The whole experience started to go south when we arrived at the property, unfortunately. The property itself was generally as advertised, with exception to the claim of air conditioning. We have spent many vacations at many different properties around the Hawaiian Islands, and we certainly understand that many homes are not air conditioned– however, they don’t claim to be. We rented a high-​end luxury home from Jean & Abbott, which claimed to be air conditioned. In truth, 3 of the 5 bedrooms had «swamp box» type air conditioning units, making the other 2 bedrooms uninhabitable because it was so stifling hot. We have small children and the entire point of us renting such a large home was so that we could spread out, and that was not possible due to the lack of climate control. We basically paid for a 5 bedroom house, but got a 3 bedroom house, since 2 bedrooms were unable to be used. Secondly, upon our arrival, the cleaning crew informed us that the refrigerator was broken. They had provided a small backup fridge outside in the backyard, and a couple of coolers of ice, which was nice of them in theory– except that it turned out to be so incredibly hot that the fridge could not keep up with the outside temps and therefore it was nearly impossible to keep food cold. Not to mention how inconvenient it was to go outside every time to get something out of the fridge, and of course we had to continually run to the store to grab bags of ice for drinks and to attempt to keep our fridge food at a safe level for consumption. It felt like we were camping. We tried several times to contact the property manager, and when we finally did get ahold of her, she promised she would have the inside fridge fixed at some point during our week’s stay. Trust me, we understand that things happen that are out of anyone’s control, but don’t make false promises that cannot be kept. Needless to say, the fridge remained broken the entire stay, and there was NO additional follow-​up whatsoever from the company, and no apology for the inconvenience. We are accustomed to having an opportunity to provide feedback after we stay at luxury properties, however Jean & Abbot made no attempt to contact us after our stay. Eventually, we did email them and provided a detailed explanation of our dissatisfaction with our stay, in hopes that they would be attentive enough to at least respond that they would take our feedback to heart so that they could improve their customer service for future clients. No response whatsoever after the email… extremely poor level of service, we were very disappointed. Unfortunately we cannot recommend them.

We found this company very professional and helpful.
We had a very short time between planning our holiday and our lovely Kauai trip.
They offered many rental options and were quick in responding.
When we arrived at the rental property everything we needed was there and organized to be easily found.
The ease of the booking, beautiful vacation home in a great location, and the peaceful atmosphere of not being at a resort was definitely aloha.