TripAdvisor Traveler Rating

I booked a trip with family of 5, and traveled with two other families. We used Aulani valet parking services which were very friendly upon checking in. Handed a rental car to them in pristine condition. The next day when I asked for the car and they turned it over to me, they brought it with a visible crack on the windshield. I asked the valet attendant to look into this and review the notes from the day before left by the prior attendant who had checked us in, to verify that the crack wasn’t there when we checked the car in. This attendant acknowledged and confirmed: 1) he read the note from the attendant who accepted the car the day before, and there was no notice or comment of any cracks in the windshield. 2) he also confirmed that the car was parked on the open top floor of the garage, meaning, there was a strong likelihood that something fell from one of the trees onto the car. The attendant asked if I would like to file a claims report and helped me file the report. Weeks later, Carolyn Eastman, Aulani Guest Claims administrator, along with Allianz insurance company, responded to me and to Sixt rental car company denying any responsibility for the issue and denying the claim. I come to expect this awful behavior from an insurance company, but I have to say it really is sad to see Disney not having any accountability or consideration for their customers. In this experience I had staying at the Aulani, I have to say, Disney’s handling of this has been very disappointing. Shame on you Disney, Carolyn and Guest Claims, and everyone involved in this decision. Be better. Do better. Care for your customers and take accountability. Carolyn; please reach out to me with a solution ; you should appeal to Allianz Insurance, and cover the $1,500+ damage fee. Warning to other customers: Do not valet your car here. The valet attendants are very nice, they are not the problem. The problem is guest claims, Disney and Allianz insurance

This was our first time here with our 3 college age kids and it let us know we just aren't a "Disney Family". I would say if you really love Disney or have small kids you will love it. My kids LOVED Disney World the many times we went when they were little and they would've loved it here. It is large, clean with that Disney professional and friendly service. Characters are everywhere at all times and there are lots of things you would expect to see from Disney. Our family of 5 fit comfortable into the 1 bedroom family suite and we had a huge balcony that looked over the pool. It would have been nice to have an extra toilet, but we were on the main lobby floor so we could utilize the lobby bathrooms too. The things we didn't like were the crowds. Although it is a large property with many pool offerings - there are way too many people staying here and the ratio isn't great. Pool, lobby, beach an any common areas were always packed and always loud. There were billions of pool and beach chairs, but by 9 am they were all taken. People would come down at 7am to reserve seats. There were signs all over saying chairs would be cleared before 8am (when the pool opened) and throughout the day if no one was using them for an hour, but this was never enforced. I could never seem to find a pool attendant to help with that during our stay. Food was Disney basic. There was a quick service mini mart all day that had things you would expect in a minimart. The only sit down/ breakfast buffet offered was the Character dining. We didn't want this, plus it was booked 6 months ahead by all. We ended up walking to the Four Seasons next door most days were it was delicious and quiet. Lunch was the type (and quality) of food you could get at Applebees but about triple the price. There really wasn't any nice dinner option that we could find and we, again, went to the Four Seasons or the shops across the street. Activities like Yoga and classes were booked our whole stay and were not included in the resort fee anyway.

Beautiful. Definitely wake up early to reserve chairs on the pool deck if you want one. By 9am they are all taken. Do the spa if you can. It was amazing. Stayed in room 885 in the Ewa tower. It is right over the luau and has a partial ocean view even though it is categorized as an island garden view. The only bad thing I can say about the stay is that the toilet was sooo loud when flushing, and the shower tended to drip unless you have the handle in just the right position.

Stayed three nights before a Disney cruise. Very nice resort. Definitely pricey. Enjoyed the resort. Bought supplies in town. Had rental car to explore island. Plenty to do at resort tho. Did the Luau, my wife made Minnie ears, did Star gazing, visited pools and lazy river.

So we stayed in a two bed villa for a week at a cost of a little under 16 grand USD. Whilst the room is amazing and we had a great view for a garden view room the hotel itself is just not good enough for the money. 1) they sell these refillable cups. Great idea. Only if more than one of the three freestyle machines you can use them at worked!! The line is always 20 deep and often there are no flavours 2) the pool Lou get policy is a literal joke. They don’t enforce it or care. I spoke to them multiple times and no one did a thing. Even their VIP service was told and didn’t care either. The policy is you can not leave a chair for an hour or you’ll loose it. People where leaving chairs all day and no one did a think. By 9am there were zero pool loungers free. An absolute shambles. 3) they have a great snorkelling reef. $50 for unlimited use. But you have to queue and sign the waiver each day?? Why 4) I’m not complaining about the price. I expect to pay $10 for a coffee and $28 for a crappy pizza. I do object to ordering a cocktail and being offered double the alcohol for a charge. Surely then it’s. Not the drink I ordered?? 5) housekeeping is poor. Spot and polish only. Room was not cleaned correctly all week. 6) zero help with lost baggage! Out case was delayed a week. No one wanted to help us with clothes or anything. Just told to go spend $300 in the store. 7) no adult pool! 8) luau is good. So need to improve the service here before we come back. Not sure they’d care if we did or didn’t.