I requested two nights the day I flew into Lanai from Oahu. Upon arrival at the bed and breakfast, the first words spoken to us were a barked "you can't park there!" although we were parked on the street in a valid spot behind several other vehicles. The owner actually made our friend drive around the block while we checked in. We then were told to immediately take off our shoes and not let out bags roll on the floor. We did so, then were pointed at our room. Upon walking into the room it was oppressively hot, had squeaky beds, and there was no fan. We left for a meal and a walk about the local area. After 2 hours we called to let him know we would not be staying the night because we did not like the room. He didn't answer his phone. When we returned from our visit to the coast, he finally answered his phone and said he never had to speak to a guest so much (the third time we spoke) and that he's not cancelling either night of the reservation. I then told him we had to meet to discuss this, he refused and said he's not giving any refund. I told him we didn't want to stay there and we informed him of such after seeing the relatively poor accommodations for the money. He finally said we have to stay tonight and he'll give us a refund in the morning.
That night we could barely sleep between the heat, no fan, and squeaky beds. Also, our neighbor could be heard snoring in the next room as if he were sleeping next to us in bed.
Day 2
We awoke and showered, then met with the owner who was there for "breakfast" (a few pieces of fruit and soggy storebought muffins). He said there's eggs in the fridge if we want to make eggs, although he insinuates breakfast in his ads. For 160 per night I thought we might actually have breakfast cooked. Silly me.
Interestingly, though, at breakfast, we spoke to a fellow traveler who got a special 120 rate for her room. He charged the full normal rate to her card and then tried to claim they never agreed to another price. When she provided proof he said, oh fine, this time.
Anyway, we began speaking about the cancellation of the second night. In which case he says he won't refund at first, then concedes to a 1/2 refund claiming this is his policy. He also said that upon arrival, the full bill for the room is due. That is not stated anywhere and is not a standard business practice. We state that we never saw any policy, it's not printed anywhere, nothing has been signed, and we have not been made aware of any policy of cancellations or refunds. He said if we didn't agree to the 1/2 refund and sign it right there, he wouldn't give us any refund at all and that "he didn't care." Upon inspection of the receipts, I see that both 160 charges were applied the second morning. It wasn't remotely a case of policy or of completed transactions, he intentionally planned on behaving in this manner. He's attempting to take advantage of visitors while the resorts are closed. I decided to address the matter through my credit card company. They investigated and denied processing the funds for the second night. Overall he gained 160 dollars for one night of our stay and managed to nearly ruin our visit to Lanai. The second night we spent camped on the beach with our local friend. Camping on the beach is something I highly suggest in Lanai. Please do whatever you can to stay away from "Dreams Come True." read more