Very Good Overall! Worried Hotel accommodating students first over loyal guests
Jun 17, 2021
We love staying at this hotel as we have stayed at this hotel numerous times. See review from 2013 on our profile. We are concerned that things may change since we were informed that students from Hawaii Pacific University (see their website) will be considered first over loyal guests and all rooms with two beds need to saved for the students. . We tried to make reservations for four nights in September 2021 or later in the year with our preferred 1 bedroom oceanfront suite with connected to another room to a two bedroom oceanfront room. We were unable to make the reservations after waiting for two days. We just spend over two thousand dollars for 3-4 nights this month (June 2021) and looking at the HPU website the rates are only $4000 per semester. I wonder why the GM or owner told the Guest services personnel that they were unable to book our reservations. We were told from the month of August and for the entire school year until 2022 that I could not make reservations the way I would like to because the students have to be first priority since they need to save the rooms with two beds. Anyway, we still love this hotel but we may have to look elsewhere or stay at the Outrigger Hotel since we cannot make our reservations and the hotel management is giving the students priority for the semester years or 2021-2022. This is very disappointing. My husband and I really love this hotel but changes seem to be occurring . Also, the environment may change in this hotel as they cater to students vs us (loyal guests.) Eric & Jonathan were great and very helpful during our hotel stay from June 5 to 9th, 2021. I would normally give a 5 or excellent rating however due to the fact that we could not make future reservations the way we want and also on our last day at checkout it was told to me in a curt & strict tone voice when I asked what time is check out. She said checkout was at 11 am and not in a friendly tone that we had to get out before 11:00 am or they will charge us $60 for 30 minutes if we are late checking out. I told her I had a handicap (91 year old Mom) and our flight got delayed. It sure changed before from the previous times we stayed. We could leave at 12 pm as a courtesy with no charges. It used to be we could pay $80 and stay until 4 pm, times sure change. Also, I think I see less Kaimaina's staying here because being treated from this female guest services in a unfriendly tone is not local or tourist style with no Aloha spirit. The Kaimaina's won't return since they are used to being treated equally and won't put up with it. After I explained our flight got delayed, she showed no compassion as well. I am usually a good reader of people's personalities. . Infact when we checked out I seen her at the front desk and was going to say Hello anyway she made our ending worst since she ignored me knowing who we are. It used to be where everyone at guest services are cheerful and friendly. I normally don't write reviews only when we have something to say, normally good. Just had to share this unusual experience.
May 18, 2021
I appreciate the location of this hotel (near zoo and beach), rooms have sliding doors that allow fresh air in and that there is a store accessible from inside the hotel. This establishment charges resort fees for a small room with 1 pool table, 1 dart board and self-serve coffee (limited hours) in it, beach towel usage and a small pool. I forgot about the exercise room because it is that underwhelming. It also includes usage of float toys on the beach but I didn't know that until the last day there because I was not told when checking in. There is only one microwave on the lower floor for guests to use if your room doesn't have one. Hand sanitizer dispensers are in the elevator vestibules, but the one on my floor was turned off. If you are not staying more than 5 days then they won't come and clean your room and you are on your own with getting clean towels if needed. They reference covid restrictions, but common areas are not being cleaned - there were M&M's on the floor I stayed on the entire time I was there - never vacuumed up and the elevator, the only one that seemed to work, was always full of sand. I had to clean and sanitize the bathroom and surfaces I knew I would be using before I could get settled in, so cleaning protocols need to be improved. The room I was staying in, the carpeting needed to be shampooed, the fridge kept freezing items placed in it, the coffee maker needed descaling and every time I moved around something in the room ticked and clicked (???). I would have called to have things serviced but when I called for a vacuum and told it would be brought up, it never was. I figured this was as good as it gets and made the most of my stay.