TripAdvisor Traveler Rating

Great location, but the entire staff, especially the front desk, needs training in hospitality. It's free to smile and for God's sake, make an attempt to hide whatever it is your mad about. Looks like it's time to send in a secret shopper and see what's going on.

Booked in as an oceanview room When we entered the room we found it was a view of the car park with the ocean able to be glimpsed Saw the manager who said there were no ocean views available that night and we would be moved the following day He said there would be a discount applied as he agreed the view was poor Next day we were moved to another room with a nice ocean view Its been over a week and no discount has been received Hotel is well appointed and in a great spot But beware of oceanview rooms and word of manager

Our 2 families decided to extend our stay in Hawaii and booked this place for the last few days since it was right on the beach. I was a little hesitant because of the mixed reviews plus the cost. The morning of check-in, I called to see if it was at all possible to use the facility while we waited to check in. I spoke with Jes and she was extremely helpful, compassionate and completely understood our situation that we were already on the island and had lots of luggage. She went above and beyond and got us checked in several hours early! When we got to the facility, the ladies at the front desk were very warm and welcoming and made sure we were all taken care of! During our stay, all the staff members here were very accommodating, friendly and always made us feel welcomed. We hung out at the pool side and the wait staff even went above and beyond to customize meals and dessert options for our picky kids. I made a friend here, Matthew, who is the manager of the front desk. He was beyond accommodating, friendly, personable, and you can tell that he really cares about his job and the people he serves. I wish I could steal him back to seattle and hire him in a heartbeat! The world sure could use more managers like him! His team at the front really took care of us. Our thermostat didn't work, and it was extremely cold in our room, i'm the lady at the front immediately offered us a new room, or if we were able to wait a few minutes would send someone up to fix it. Literally, someone came up within a few minutes and fixed it! The customer service here definitely exceeded our expectations. As far as the rooms, i would say the barn doors for the bathroom, i did not really allow for a lot of privacy and we're a little loud when you are trying to the disgrace at night using restroom. The same doors were also used in place of curtains. But you can't beat the location as you are right on the water and the entire facility itself makes you feel like you are in a tropical paradise. The beach is not private, but we had no issues with feeling overcrowded. As for the food, it was all delicious and came quickly

Overall positive. Drive-up was easy and door staff friendly. I was a bit frustrated at check-in. I was in the Elite line with a single attendant. There were 3 for everyone else so we were being lapped. Even when there was noone in the standard line none of the attendants helped those of us in the Elite line. Never experienced that before. Room clean, nice view. West tower, looking over the lagoon. Would suggest doing something with the roof we overlooked; its a bit of an eyesore. Maybe a green roof? Tax break, maybe? I was given a different room than I reserved: 2 doubles instead of a King. For some reason that was not mentioned at check-in (also a concern) but staff made up for it when I called. Good service recovery; very pleasant individual. Loved the artwork in the lobby leading to the West wing; great cultural exposure. Parking abundant. Liked the pool and bubbly hot tub! Bartender at poolside bar was great. Loved the lagoon- easy snorkeling and swimming.

This hotel has a wonderful location right on the beach. All the staff were friendly and helpful. I had a wonderful spa experience there too. My esthetician Darlene Hamrick was exceptional. Her healing energy and the facial she gave me was amazing. I would highly recommend her! We will be coming back to stay there next year and I will be sure to schedule all my spa treatments with her.