Customer Service is about how you treat a client when something goes wrong. Driving from Kahului to Kaanapali was scenic and enjoyable for us. When we pulled up to the gate of the property, for the Royal Kaanapali, I saw I had missed texts, emails, and a call from "London", of Maui Beachfront Rentals, who was quite obviously frustrated that I was not responding to her. Turns out the unit had a plumbing problem and check-in would be delayed for a few hours. Having been in customer service myself for 40 years, I found myself reflexively apologizing to her for her inconvenience, because she was agitated with me. A short time later "London" called to say the problem was worse than expected, and the unit would not be available at all for 24-48 hours. She then offered an alternative property, smaller and 3 miles fromour original booking. She was steering me toward giving up on the original unit altogether, even though our booking was for 8 days. She also stated we would be getting a refund, which was just the difference in cost of the two units, after questioning her further. When I hesitated to accept the alternative location for the week, she used a "take it or leave it" approach, my response being "we have nowhere else to go". I had to ask her if we could get back to our original location after the issue was resolved. Maui Beachfront Rentals is not equipped to handle adversity with courtesy and professionalism. You have other options if interested in Royal Kaanapali Resort.