TripAdvisor Traveler Rating

As we had been in this hotel before (for a conference exactly 26 years ago) I expected to find this hotel in the same luxury state as early this century, but unfortunately that was not at all the case. Let's start with the positive things: a perfect location within walking distance of shops and restaurants, and a small but beautiful private beach/bay, ideally suited for snorkeling. The location is perfect to explore the Big Island, but driving to the volcanic hot spots (literally ??) takes about 2.30 hours (either via Hilo or via the southern Mamalahoa Highway to the Hawai?i Volcanoes National Park visitor center). Ample parking place (in open air), but as expensive as in Honolulu city center. The breakfast buffet was excellent in a splendid setting, with a perfect and friendly service. Overall, the hotel in general exudes coziness and a Hawaiian atmosphere. However, we were not satisfied with several important issues (see photos attached). The friendliness (or lack thereof) of some front desk staff often left much to be desired: some individuals were decidedly unfriendly. The beds are ridiculously high (about 90 cm!), and for a short person, getting into bed is a real climb. But the most significant problem is the maintenance condition of the hotel in general and the rooms in particular. That's bad enough, but the worst part was the state of the room and the profound lack of cleanliness. Some examples of what we did not appreciate: - The toilet at the restaurant was so dirty that we had to go to our room; this was an absolute disgrace for such a luxury hotel. - The toaster in the restaurant is completely blackened on the top due to years of use without any cleaning. - The sea view was marred by a gigantic flat roof under our room. - The rooms were cleaned only every two days, but that cleaning was limited to changing a few towels, emptying the waste bins, and slightly straightening the sheets (I intentionally do not call this "making the bed"). - (Too) tight bathroom including the toilet. - Mold and limescale everywhere in and around the bath, a clear sign of very poor maintenance and cleaning. - A cockroach caught in the bathroom (not uncommon in a tropical country, but still undesirable). - A drawer in the bedroom that constantly slid open by itself: surely the cleaning crew must have noticed that too? - The door to the terrace could not be locked (surely the maintenance staff must have noticed that too?). This was fixed after contacting the front desk. - One day, the floor on one side of the room was completely wet. After repairing a leak in the air conditioning system in the adjacent room, the problem was solved. - Dust on the wooden headboard of the bed (and elsewhere), which was still there after two room 'cleanings', until the end of our stay. - The room was not vacuum cleaned a single time (a small scrap of paper remained there the entire week) - The air conditioning vent in the room had not been cleaned in months, resulting in strands of dust buildup. After all this hotel has completely lost its former glory due to a lack of maintenance and renovation, and is therefore severely overpriced. And the famous Hawaiian hospitability and friendliness - that would cost nothing - apparently also vanished. The hotel's name gives the impression of a luxury hotel, which it is not (anymore) at all.

Line A is a great asset to the Marriott. Line goes over and beyond to care for her guest at the pool. She keeps the pool area clean, always has the cold drinks ready, and towels plentiful. Line gives extra service for guest that have trouble finding chairs when its busy.

4pm long line for check in. Unfortunately there wasn't a dedicated line for Bonvoy status. Our room wasn't ready until 5:30pm! The room itself was decent. Tho I felt nervous having all the balcony's sooo close to each other. I can probably see the neighbours next door :) There's plenty of parking spots. Location is great! Bonus that there's an ABC store and Ululani's Shave Ice on the main floor!! I truly enjoyed walking thru the main floor art displays of Hawaiian history.

Valet staff is fantastic, always helpful, friendly and and quick. Counter staff not so much. Pool service is very poor. Rooms are dated but we'll maintained. Suites that end in 01 are beachfront, but also on the street (noisy) suites that end in 06 are beachfront but are adjacent to the pool (much quieter) the suites have lot's of room, 2 bathrooms, walk-in and regular closet. The location is fantastic if you want to walk downtown Kona. Lots of restaurants and shops nearby. ABC and nice coffee shop are attached to hotel.

Great location. Easy parking. We only stayed 1 night and I wish it had been more.