Chase ‘N Rainbows

Operating in Maui since 1979, Chase 'N Rainbows has established itself as a significant player in the island's vacation rental market. Functioning as both a property manager and a travel agency, it offers a vast portfolio of condominium rentals, primarily concentrated in West Maui. The company promises travelers a seamless booking experience and a comfortable stay in paradise, while also providing property management services to condo owners. However, a deep dive into customer experiences reveals a starkly divided reality, where idyllic vacations can sometimes collide with significant service and maintenance failures.

The Allure of the Hawaiian Dream

On the positive side, Chase 'N Rainbows has facilitated what many describe as perfect getaways. Successful stays are often characterized by exceptional locations and breathtaking views. Guests have praised the convenience of their rental properties, highlighting well-maintained grounds, clean pools, and easy access to beautiful beaches. One of the most compelling accounts involves a family that was able to swim with sea turtles daily right off the beach of their rental property, an unforgettable experience that defines luxury travel. These experiences showcase the company at its best, acting as a competent tour operator that connects travelers with high-quality accommodations in prime locations.

Furthermore, some clients have lauded the company for its customer service, particularly its flexibility. One traveler noted that the agency was fantastic to work with when travel plans were disrupted by the COVID-19 pandemic, assisting with rescheduling without issue. In these instances, the company performs the role of a reliable travel consultant, easing the stress of planning and adapting to unforeseen circumstances. The units themselves are often described as well-stocked with toiletries, towels, and kitchen supplies, allowing families to settle in and enjoy the benefits of a self-sufficient stay, a key component of many vacation packages.

A Pattern of Inconsistency and Neglect

Despite these positive outcomes, a significant number of reviews point to serious and recurring problems that tarnish the company's reputation. The issues fall into three main categories: cleanliness and pest control, property maintenance, and customer communication. These are not minor inconveniences but substantial failures that have, for some, turned dream vacations into stressful ordeals.

Cleanliness and Pest Infestations

One of the most alarming and frequently cited complaints is the condition of the rental units upon arrival. Several guests have reported properties that were far from clean, describing surfaces as "grimy and grungy" and feeling sticky to the touch. Beyond general dirtiness, a more distressing issue is the presence of cockroaches. Multiple unrelated reviews mention finding cockroaches in the kitchen, including inside the dishwasher, rendering the space unusable for cooking—a primary reason many travelers opt for a condo rental. When one guest reported the infestation, the company's response that cockroaches are "common in tropical climates" was seen as dismissive and unhelpful, failing to address the guest's legitimate health and comfort concerns. This suggests a systemic issue with their cleaning protocols or the standards of the cleaning companies they employ.

Severe Maintenance Failures

Beyond cleanliness, the state of repair of many units has been called into question. Guests have encountered significant maintenance problems that directly impacted their comfort and safety. One family reported that the sliding glass door to their master bedroom was completely off its track and could not be opened. In a unit without air conditioning, this meant the room became unbearably hot, especially in the afternoon sun. Despite repeated calls to maintenance, the issue was never resolved during their stay. In a baffling display of incompetence, the maintenance team fixed a screen on the wrong door instead. Other reported issues include dismantled fire alarms found in closets and extremely noisy air conditioning units, pointing to a lack of regular inspections and preventative upkeep. This failure to provide basic functional amenities is a serious breach of what any booking agents should guarantee.

Communication Breakdowns and Customer Support

Perhaps the most damaging feedback relates to the company's handling of these problems. Travelers have detailed a frustrating lack of communication, with calls and messages going unreturned for days. The experience of one family was particularly egregious. After arriving to find their pre-booked unit was "unlivable"—a fact the company had allegedly known for months without informing them—they were forced to move between four different condos during their vacation. The ordeal culminated in receiving a vague call on Christmas Eve instructing them to vacate their temporary unit the next morning, with no one available to answer their return calls for clarification. This left the family, including a young child, in limbo on Christmas Day, a catastrophic failure in customer care. This type of experience undermines any trust in the company as a professional destination management company responsible for ensuring the well-being of its clients.

Conclusion: A High-Risk, High-Reward Proposition

Chase 'N Rainbows presents a complicated choice for those planning leisure travel to Maui. The company manages properties in undeniably beautiful locations that have the potential to provide a stunning backdrop for a Hawaiian vacation. Positive reviews confirm that when everything goes right, the experience can be exceptional. However, the volume and severity of the negative feedback suggest a significant operational deficiency. The recurring themes of poor cleanliness, pest infestations, unresolved maintenance issues, and abysmal communication indicate that quality control is inconsistent at best.

Interestingly, some of the most severe complaints have emerged in the years following the company's acquisition by Castle Hospitality Group in 2019, with one long-time customer speculating that the service quality has declined since the sale. While the company's website promises professional housekeeping and 24/7 guest services, the real-world experiences of many customers tell a different story. Potential clients considering booking with Chase 'N Rainbows should proceed with caution. It would be prudent to inquire specifically about the condition and recent inspection of the exact unit being rented and to have a clear understanding of the company's policies for addressing problems upon arrival. The potential for a dream vacation is there, but so is the risk of a significant and stressful disappointment.