ComplaintsforHula Now

• Initial Complaint

  01/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 08/11/2022 we reserved a one bedroom beachfront condo in Kauai. We paid a $999.11 deposit with the remaining $1,771.00 being owed on 01/10/2023. On 12/07/2022 Vacasa cancelled our condo reservation because the condo owner did not renew their contract. Vacasa did NOT offer us a comparable unit. This ruined our Kauai vacation as it had to be cancelled. Now we are getting emails from Hula Now saying they still intend to charge our credit card $1,771.00 on 01/10/2023. The ************** gets you to Vacasa who cancelled our reservation in the first place and they insist they have no association with Hula Now yet Hula Now have been the ones who charged our credit card on 8/11/2022 and intend to charge it again for $1,771.00 on 01/10/2023 even though the condo was cancelled by ******. Do these two entities not communicate with each other. Of note, ****** did refund us $759.11 of the $999.11 we paid on 08/11/2022. I will never book through Vacasa again, and who is Hula Now? I have been unable to contact Hula Now directly but have spoken to Vacasa.

  Business response

  01/31/2023

  Dear *****,
   
  Thank you for your note.  Hula Now was sold as of 9/30/2022 with the properties and reservations transferred to Vacasa.  I believe that Vacasa sent an email out to all reservations to inform guests of the change.   I am sorry to hear that your reservation was cancelled.  It sounds like the property sold and moved to a different company that is something they cant be helped either way where the new owner places the property for reservations. 
   
  The record of  your reservation shows that you paid $759.19 on 8/11/2022 on card ending in 0254.  Since the company was closed on 9/30/2022 there would be no additional charges to your card from Hula Now it isnt possible.  And, you have cleared with Vacasa so you will be fine.  
   
  I hope you were able to find a place to stay and enjoy while in Kauai.  I am sorry to hear about the reservation being cancelled and any confusion that *** have bestowed on you.
   
  We wish you a Happy New Year.
   
  ****
  

  
  

  Customer response

  01/31/2023

   
  Complaint: 18703431
  
  I am rejecting this response because: I did not receive an email informing me of the change of ownership of Hula Now and on the two separate occasions I called Vacasa in January 2023 to inform them I was getting emails from Hula Now informing me they were going to charge my credit card the remaining $1,770.+ that was owed on the condo Vacasa cancelled on 12/07/2022 I was told by several employees at Vacasa that Vacasa had no association with Hula Now whatsoever so I don't think they got the memo either. Fortunately, I was not charged any additional monies. In addition, ****** never informed VRBO they had to cancel my condo so I had to spend hours on the phone to VRBO trying to get my $240.00 service fee back in addition to proving to VRBO that Vacasa had cancelled my condo. It should not be this difficult to get a refund when I was not the one who cancelled the condo. Needless to say, I will not be booking though Vacasa or VRBO ever again.
  
  Sincerely,
  
  ***************************

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