SERVICE -- The hospitality & customer service training is probably the strongest I've seen on this island & possibly all of Hawaii. When combined with the picturesque location, it's clear to see why this hotel would have won multiple travel awards over the years.
Unfortunately, the experience fell apart significantly after check-in for me:
There's a documented no-smoking policy but they were unwilling to investigate or resolve complaints for us.
ROOM (walkthrough) -- I booked through a third party so this may just be the least-effort room appointed for those integrations, or the property management is largely in decline. YMMV.
The room was generally not well-maintained: cracks in the ceiling-paint, corrosion on the fire sprinklers (!), peeling baseboards & wallpaper, dead bugs INSIDE the thermostat & bathroom light fixtures...
BATH -- The ceramic tile is beautiful but very dirty & poorly kept, grout lines included.
Our bathroom had the most black mold I've seen during these last few weeks in Hawaii.
Not just in poorly-lit corners of the shower, but also in the grout (walls & floors), in-between the wallpaper, & on the walls.
The shower is very small (4"x4"?) so it's puzzling on how the cleaning standards can be so low, inside & out.
It was discomforting to look at peeling wallpaper the entire time & worry about what surfaces in the showers were safe to touch.
WI-FI -- Low-tier performance.
--Nerd Stats--
6-14 Mbps download
10-14 Mbps upload
60 ms latency
FOOD & DRINK -- The restaurant & room service situation is incredibly confusing. The QR code on the restaurant flyer points to an outdated & incomplete menu. Room service & restaurant numbers weren't working on the phone.
NOISE -- Pipes in the early morning 1am.
Thin walls didn't help with the loud neighbors smoking & blasting music.
VERDICT
LOTS of feedback to give so I didn't get to enjoy this location as much as I anticipated.
I originally planned to extend my stay & try a larger room, but upkeep + other issues (restaurant, smoking guests, noise), dissuaded me from doing that.
Very disappointing & would not recommend (especially room 923).
3/5 ⭐️
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