I understand that "things happen" - computer errors, human errors, etc. What matters to me is how any establishment handles the problem. We had a little hiccup at check-in and I was a crabby beast after having traveled 10 hours with three needy teens and a stressed-out hubby. I was less then nice when I made the phone call about the issue (and really it was minor so I'm not mentioning it). Robert put up with my snot-attitude and was kind and accommodating despite it. He made everything right and then some!! Personally, I would've told myself off. He took care of it and made me very very happy. We traveled with two other families who were staying at different establishments and they were all jealous of our condo, location and the grounds of Luana Kai. We would DEFINATELY stay here again. The kitchen in the pool area is amazing and we enjoyed grilling down there and having dinner down there. You can walk right to the beach. The beds and pillows in the condo were soooooo comfortable; I honestly didn't want to go home to my own bed. There are beach chairs, coolers, etc. etc. Everything you need. We loved this condo and the building itself. GREAT location - close to the excitement but far enough away that it was quiet when we wanted to relax.