Castle Kanaloa at Kona Condo

3.0 star rating

Standard accommodation with basic facilities and limited services.

    What to expect (based on 872 reviews):

    Cleanliness

    Cleanliness-4.5

    Location

    Location-4.5

    Rooms

    Rooms-4.5

    Service

    Service-4

    Value

    Value-4.5

    5 most recent TripAdvisor reviews:

    not worth it. HUGE hidden fees

    Reviewed by llllllllhawaii() on Apr 30, 2019

    		
			TripAdvisor users rated this property 
			1
			 out of 5

    Booked one night, including pre-paying a $160 cleaning fee online, was charged an additional $150 upon checkout, and the receptionist could not explain the fee to me because she said I booked through a third party. I don't understand how the cleaning fee could be over $300 for a standard stay. The staff is rude (the front gate guard is a real gem), the place is dated, it feels like a retirement home. Kicking myself for booking this place, should have stayed next door at the Sheraton. Not worth it. They also charge you if you want to turn the AC on for 6 hours, it is another $30 per night fee.

    Individual ratings:

    Location

    Location-1

    Service

    Service-1

    Value

    Value-1

    A Bit of An Enigma

    Reviewed by TheTravelinClan(Boise, Idaho) on Apr 24, 2019

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    This one is a tough one. Would I stay there again? Probably. However, there are definitely some things you should know before staying here. I'll start with the pros: Pros: ------------------- 1) We stayed in a two-bedroom condo. It was HUGE. Three balconies/lanais. Decent size kitchen, living room, and washer/dryer. 2) The location isn't the best place on the island, but it is right on the beach (a lava beach). Fantastic location for incredible sunsets against the waves and rocks. 3) Free wifi 4) After being told they wouldn't hold my luggage (since we had a late flight back) and frankly being very rude about it, which I have never had an issue with in Hawaii previously. After multiple calls, I finally called someone prior to the last day that was finally kind and helpful, and helped accommodate us on the last day (this was the saving grace of otherwise terrible hospitality/customer service, which I will get to in the cons). Neutral: ------------------- 1) I was aware of the cleaning fee prior to the booking, so I'm not going to pretend like this was a negative. However, depending on what the cleaning fee is for you (depends on the condo size), you should factor this in when comparing pricing with other properties. HOWEVER, the condo was not cleaned well when we arrived. The fridge was very dirty, there was garbage on the floors, water marks on the sinks, and a wet blanket in a ball on one of the beds when we arrived. This is not acceptable. 2) They don't clean the condo during your stay unless you pay for it. I've been to Hawaii more than a dozen times, and some condos are cleaned during my stay and some aren't. Just something to be aware of and maybe again considered when comparing pricing. Cons: ------------------- 1) By a wide margin, the worst thing about this place is the hospitality/customer service - one guy in particular. Probably the worst customer service I have ever experienced, and I am someone that travels constantly for work and pleasure. When I made my booking, I was given nothing more than a confirmation number and a small blurb about the cleaning fee being extra. I was proactive in my booking (where many people would probably not be) in that I got on Kanaloa's website and contacted Kanaloa prior to my arrival as we would be arriving late due to our late flight. I asked about the check in, and they told me that when I arrived at Kanaloa that security would help me. We arrived close to 10:00 PM. The gate was closed, so I parked outside the gate and went to what appeared to be the office to check in. There was someone walking around inside, so I knocked. I could see the guy walking around, but he didn't come to the door. There was a courtesy phone, so I picked it up and called. No one answered, but instead an automated greeting told me to wait at the gate and someone would come to assist me. I waited at the gate. No one came. I went to the office again. This time, the guy came out (not because I had knocked), appeared to be security, and quickly hopped on a golf cart. I quickly stopped him and asked if he could help me check in. With this simple question, the guy almost tore my head off. You would have thought I had committed the worst offense ever. He told me he needed a room number. I told him I didn't have it. I quickly looked up the reservation on my phone again to see if there was anything else I could give him. Within literally 30 seconds, the guy lost his patience, and took off on his golf cart. I had to go chase him down. Finally, after two additional attempts asking him for help, almost begging on my hands and knees, he literally made a 10 second call and got the information needed for my room. Maybe the guy was having a bad day or something, but this kind of behavior is beyond unacceptable. If this is his normal behavior, he should be fired immediately. We had several, additional bad experiences with security and management, but this review is already too long to go into them. I think the root of the problem is that the Kanaloa rentals are actually managed by a separate group that is located 15 minutes away from the condos (Royal Sea Cliff). They are probably being paid a fee to do this. The Royal Sea Cliff management seems very disinterested in helping guests at the Kanaloa. The onsite management, who primarily deals with owners residents at Kanaloa, also seems very disinterested in helping guests. The lack of interest in helping guests that are renting condos instead of actually living there has honestly resulted in a hospitality disaster. 2) Air conditioning is something like $25-$35/day. I was not told about this prior to my visit, and have never been charged for this in Hawaii previously. Fortunately, the room would typically cool down around 11:00 PM and we were gone most of the day, so it wasn't a huge issue.

    Individual ratings:

    Cleanliness

    Cleanliness-2

    Service

    Service-1

    GREAT CONDO GREAT LOCATION

    Reviewed by Roy J(Spring Lake, NJ, United States) on Mar 07, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    My wife & daughter's family stayed at this 3 bedroom, 3 bath condo for about a month in unit 3603. It was very clean & up-to-date, & had just about everything you would need (plenty of dishes, pots & pans, towels, etc.). The rooms were large & had a great lanai over looking the ocean. The property is more like a private resort with 3 pools, tennis courts, BBQ grills, & even a condo club house with games, etc. The property is also close to a shopping center with a super market, drugs store, etc. If you are looking for a great place on the Big Island for a family vacation, I would recommend this place, especially this unit.

    Kanaloa at Kona

    Reviewed by William C() on Mar 02, 2019

    		
			TripAdvisor users rated this property 
			3
			 out of 5

    Overall, a beautiful property and spacious condo with all the basics that one needs. Unfortunately, I was not aware of the $135.00 cleaning fee on top of what I paid for the stay; especially for just staying for one night.

    Paradise on the Kona Coast

    Reviewed by Hilleri M(Los Angeles, California) on Jan 04, 2019

    		
			TripAdvisor users rated this property 
			5
			 out of 5

    We are a family of four, with two teenage children (19 & 15) who just spent 10 amazing days at Kanaloa at Kona on the big island. The 2 bedroom/2 bathroom condo was classified as ocean view, but was almost close enough to call ocean front. (Almost). It’s a beautiful property and our unit was well appointed and spacious with plenty of storage and amenities. The ocean pool was relaxing at sunset to watch the incomparable view. Staff was attentive and nice. The only criticism I have (which is more informational than a complaint) is that they charge $25/day to use the air conditioning. Even in winter, Kona is hot and humid. That said, however, if we ever return to the big island, this is where we will stay! It’s beautiful and the location is fantastic!

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