This appears to be a lovely property in a great location, but we were extremely disappointed in our experience. It began positively in mid-December, as they accommodated our request for a one-night reservation for the night of January 6, 2013. We gladly paid a one-night deposit of $100 and understood that IT would be forfeited if we canceled for any reason. The written confirmation we received stated this. On January 5, I realized that a persistent problem with my hip and leg were not going to permit me to visit the property, so I called to let them know. When the answering machine picked up, I left a message letting them know that we would not be there and that we understood we would forfeit our DEPOSIT, as per their policy. When I received our credit card statement, I was surprised to see an ADDITIONAL CHARGE of $92 for the night of January 6. I read and re-read my confirmation from the property, which said nothing about an additional charge being assessed, so I tried several times and sent several follow up emails seeking clarification and asking whether the additional $92 should have been charged/can be refunded. Almost five months later, the silence has been deafening and very disappointing. We are always prepared to play by the rules as communicated up front and had no problem forfeiting our $100 deposit, as agreed. I fully understand special circumstances for smaller properties or concerns related to holiday periods. (They are certainly free to adopt and publish policies addressing such issues. By the way, our stay was outside their specified holiday period, which ended on January 5.) My concerns and disappointment are based on two specific issues: 1) our confirmation did not say the property would levy any ADDITIONAL cost if we did not keep our reservation; and 2) we haven't received the courtesy of an explanation for this extra charge, despite my inquiries. When we made the reservation, we knew there was a chance that we might not be able to keep it, due to my impaired ability to walk. However, I relied up the property's written policy in making our decisions. The actual additional $92 charge is not the issue, so much as the fact that we were surprised by it and did not receive a response to my repeated inquiries. The proprietor who spoke with me in making our arrangements seemed like a very nice gentleman, so I am hoping this was just an oversight or a mistake. This experience was disappointing, however, and we will keep it in mind as we consider returning to the area in the future.
- Official Description (provided by the hotel):
- Coconut Cottage B&B is located between Hilo and Volcanoes National Park in the tropical Puna district. Lava Tree State Park, thermal hot pools, surfing, steam vent caves black sand beaches and world-class snorkeling are a few miles away. Take a coastal drive along the Red Road, considered the most beautiful drive of the islands. Enjoy hiking, mountain biking and eco-tours at nearby trails. ... more less
- Also Known As:
- Coconut Cottage Bed & Breakfast Hawaii/Pahoa