I recently booked 14 days at an Aston property on Maui. Unfortunately, plane malfunctions delayed my arrival until the 2nd day. However, I had to pay $400+ for the first day for the following reasons explained to me: 1) Aston Hotels and Resorts does not forgive/wave charges for missed arrivals due to plane malfunctions, even thought I notified them by 3 p.m. the day I was to arrive, which was the soonest I was made aware of the inability to meet the connecting flight. 2) Aston Hotels and Resorts sometimes waves charges for missed arrivals due to weather-related issues but not for plane malfunctions. 3) Aston Hotels and Resports has primary responsibilities to earn a profit for the organization and property owners; the unstated assumption being that customer satisfaction/service is secondary. 4) The fact that I was staying on the property for an additional 13 days and spending money at restaurants, bars, and shops on the property was a non-factor in consideration of waving charges for the missed first day.
While I may continue to use “for rent by owner” condos at Aston properties, I will not rent any of their properties through the resorts. I will contact the family and friends I had previously influenced to rent through Aston Hotels and Resorts to cease doing so. If the occasion arises, I will discourage others from renting thought Aston Hotels and Resorts. Needless to say, I am most disappointed in Aston’s philosophy, policy and practice of corporate profit trumping customer service/satisfaction.