My husband and I traveled to Maui with our triplets this past August 2006 to have a wonderful island vacation. We had contacted this agency for a Nanny 2 months prior to our arrival and felt confident in their service. We were wrong. Upon arrival into Maui, we got a frantic call wondering where we were since the nanny could not locate us at the hotel. We called them and explained that we would not be at that hotel until the end of the week and that we were going to the first hotel as we had previously stated in phone conversations. Upon arrival at the hotel, the nanny was there and we set about trying to get settled with a nanny who needed as much supervision as the triplets themselves. We were to pay her $24 per hour for this service. As the day ended, we went to dinner and hope that the next day she would get the hang of things. Well the next day came and it was a disaster. She was not qualified at all. We had to stay with her during the pool outing and lunch which we provided. When we put the children down for naps with her in the two rooms that we had, we decided that we could leave to do some sightseeing and relax a bit. We had no sooner gotten our rental car, when she called us using the room phone (cost $9.00 US dollars)and she was frantic. She wanted to know where we were and if we were going to be taking a child with us. We turned around and picked up one of the triplets and left. This took an hour as the hotel was rather large and our room was up on the 9th floor. When we later returned from our outing, she charged us full price for all the children even though she only looked after two. The rate should have been $16.00 per hour which she neglected to tell us. Instead, she quit because she felt she was not qualified to watch children or something of that nature. She was supposed to be our full time nanny while we were on the island. Now we were left trying to piece together here and there with what ever nanny they could arrange on short notice. We found all the other nannies to be exceptional and very professional. Our main complaint is with the over charge and our experience in trying to recover it. We have been home for two weeks and have not heard a word even though we were promised that we would be getting it as soon as we arrived home. Why we did not get the refund while we were on the island is a mytery to us. They knew the situation and still told us to go home and it would be mailed. We have made several phone calls to them since being home as they have no email contact at the present because it is down. Out of all the calls and messages , we fianlly got a response when we left a message stating that we were going to complain online. The woman in charge of the agency was on vaction and would not be available until the 17th of September 2006 to issue a refund for overpayment. This was told to us by one of the assistants.