TripAdvisor Traveler Rating

Wonderful hotel in the Big Island. Rooms were clean and nice. Grounds are beautiful. Full views of the ocean at all restaurants, lobby, and swimming pools. Nice hike to the Mauna Kea hotel. Night shuttles to Mauna Kea hotel for more restaurants and night time views of Manta Rays off the beach. Staff friendly and very helpful. Wonderful Beach, soft sand and snorkeling.

I’ve never written a bad review for any establishment in my life because frankly I want people to succeed. But this hotel felt like we were being scammed the entire time. We spent 9k+ to come here and have an ocean front room. We initially were put in a tired room with old showers and dirty grout and stained outdoor furniture. We had to hastle our way into a better room. Since then every dinner has been $200 or more, including $98 room service with burgers that were cold without melted cheese and old fries and just all around gross inedible food. I’m shocked at the way that this whole hotel is run. The lattes are $11 and made from a touch machine that may as well be in an airport. I’m so disappointed in the way this very expensive vacation has turned out. Don’t waste your money, these photos and these reviews are completely inaccurate

The hotel itself is amazing - on the best beach in the island, stunning open air lobby. Our 1 bedroom oceanfront room was lovely, and included two large patios. However, our check in experience was awful and the opposite of welcoming. We checked in at 9pm Pacific, which was 3am Eastern, as a family of four. The man at the front desk insisted we booked a special rate that was for HI residents. While we did book a promo on their website, it said NOTHING about being for residents only. The manager on duty, Florence, came out and berated us for 15 minutes. Despite me showing her that nothing on our reservation said anything about being a resident, she insisted there was a code on the back end that was visible on a computer. I tried showing her my reservation in the app and mobile browser, but again she insisted that I’d see a Hawaii ID was necessary if I logged into a COMPUTER browser. Our kids were laying down at this point on couches with our luggage until she finally agreed to give us our room (which I had paid a deposit on). I was shaking I was so upset at her rudeness and that she refused to discuss a solution and only wanted to educate us in proper hotel booking, and that we should’ve seen a code called “HawaiiD” that inferred we needed to be residents. Not once did she acknowledge that perhaps there was an issue in the booking process that was not our fault (eg, the wrong code being assigned on the backend, as there was nothing in the user experience that indicated the rate was for residents). She did acknowledge that multiple others had booked the rate, so we weren’t the only ones. Conversely, Amy, the concierge, was wonderful and had great recommendations.

Impressive beachfront property. Enjoyed our stay, a couple things that you need to consider before booking this property. Pros: Beachfront! One of the most beautiful beaches of the Hawaiian Islands. The position of the hotel allows for essentially "private " beach for the property. It was seldom crowded. We did have some blustery days and large swells due to winter weather in March. There is a lifeguard presence which is a plus. Our room was supposedly an "upgrade" from partial ocean view to ocean view, however that is debatable since our view was obstructive and only a peekaboo view of the water. That being said, we were few doors down from the self laundry facility with complimentary detergent (another bonus) and the Urgent Care clinic (if needed). The large room (500 sq ft) and bathroom was comfortable size. It has an ample size mini refrigerator that is empty allowing you to fill it as needed. Service was good but not superior like the Ritz Carlton properties. Most staff were friendly. Our housekeeper Maria Theresa was exceptional, very meticulous and our room was very clean. Cons: Property is a bit dated, the carpet is in dire of need of replacement. It is faded and worn. Now the food....It was mediocre at Ikena and Naupaka Grill. The Meridia was better. That being said, beware for a family of 4 like us the price point was easily over $150 per meal. It adds up and can get expensive. Beware $20 cocktails. Please note you are further up the coast and it is a 20 min drive either to Waikoloa or Waimea for outside food. We did do that when we were sightseeing. My suggestion is to stock up (not a lot due to lack of storage) from either Costco or Queen's Marketplace in Waikoloa for some items. You can find good, fresh poke at Queen's, however skip the other meals they offer... really not that good. Also Ikena landing has some great bargains at their self serve area, musubis and Portuguese sausage/eggs ready to eat for a reasonable price, but they sell out relatively fast. Our best meal was next door at Mana Kea, there is a nighttime shuttle that is available between the 2 properties. I don't mind paying more for the quality of food received. Go over and see the snorkelers at night looking for Manta Rays. Nightly entertainment is underwhelming and very few in attendance. Feeling badly for some of the entertainers, we sat through a couple of the sessions and left gratuities. Tip: The Mana Kea beach is more calmer if you prefer that or have children. Most on this thread talks about walking there through a semi arduous hiking trail. That is NOT necessary. We found out from the concierge there is a paved walkway. between the 2 resorts. We tried it, it was a 20 min fairly flat route by foot except for one long hill. It was worth it because the parking lot is very limited and fills up quite fast by 0800. Would I stay here again? I would consider the Hapuna Residence located in front of the hotel. We toured it and it was spacious, new and quite relaxing with an impressive oceanfront view. In addition, you have access to amenities of both resorts. The cost of being able to prepare meals (that you like) and save money offsets the higher cost of the Residence.

Absolutely beautiful and very friendly Hawaiian hospitality, but the customer service aspect has not been made a priority to the staff. It would be easier to get a cup of coffee at a Motel 6 hotel lobby that this hotel. As a Platinum Elite member I was planning on having the upgraded breakfast buffet at the restaurant 2 floors below the lobby. They explained that no to go even for coffee. I asked how I get a cup of coffee to bring my wife while she gets ready. They explained the many reasons why they can not accommodate that so I finally just bought coffee. Silly little thing but just an example of the in the box customer service.