TripAdvisor Traveler Rating

Kyle & Morgan at Crooked Surf were awesome bartenders! Good vibes and a beautiful view with great cocktails. Live music every night and fun games inside & outside. They had some specials for drinks with fresh pitaya that were delicious! Thank you guys for a great time!

The resort is beautiful. Loved the pool area and different activities. Room was very clean and comfortable. Best bartenders at crooked surf! Shout out to Kyle for his amazing drinks. Loved his pataya punch! The resort is Conveniently located to all major attractions and activities. Close to north side and south side and not far to drive to anything you would want to do on Kauai.

We had a lovely room with oceanfront views, but were highly disappointed by overall service here. They do not appear to offer baggage/bellhop services, presented all luggage to my husband (after they had let us stow it earlier in the day) and asked if he "got it", letting him lug four suitcases back with him to the room when checking in. Second, we availed of room cleaning once, and came back to freshen up after morning swim. The employee looked visibly upset that we were still in the room at around 930am, as she wanted to clean already. I apologized and stated it should be no more than a few minutes, as the rest of my family was getting ready to leave. But to be treated like a nuisance, instead of simply returning to our room later, is certainly unpleasant. Overall, no issues with the facilities or room itself, everything appeared in working order. Room service for dinner was prompt and food was pricey, but good. Their breakfast restaurant can be missed, best to go to a local spot nearby. Maybe I had been spoiled after staying at a lower-cost hotel in Waikiki, yet receiving top notch service. Would not recommend staying here due to high cost, and definitely will not stay with them again in the future.

Before my review I think it is important to point out I think this place appears to offer day passes and/or staycation deals. I note this because on several days of our vacation, the pool area was filled with guests that I only saw for one day. During these days the pool had large groups of loud, yelling, cursing, running, jumping, diving people, children etc. There are no rules during these days, and there is no relaxation at the pool during these days. Kid/teenagers throwing each other in the pool with no regard for anyone swimming by – fun time. Kids running into the hot tub playing with the electricity for the hot tub. I don’t see this noted on the hotel webpage but I think it is an important feature to note to future guests. (I have photos and video of all the behaviors I noted if anyone would like them. without proof it is all just rhetoric). The review does not get any better from here on in. When my wife and I arrived and checked in, I asked if there were any upgrades available. I have learned that if you do not ask, you generally do not receive. The woman at check in commented with sheer disdain that “you get the room you paid for”. Well, I certainly hope so. I asked about the lounge chairs on the sand – she told my they are an upcharge to sit there. I asked about the bicycles and was again told they were an upcharge. I was told there was an additional $100 per day charge for incidentals and would be returned in they were not used. There was no note of this on the Marriott receipt I received on-line. This should be mentioned and if it was beforehand or on the webpage, I certainly apologize. Perhaps the woman was having a bad day; perhaps she didn’t like my hat. I don’t know but I do know I don’t deserve to be spoken to like that. The homepage for the hotel says “guests experience new heights of relaxation in our infinity-edge pool, with separate side for children and adults” I mistakenly believed this meant separate sides for children and adults i.e. a pool just for adults – I was informed by the manager I spoke with this is not what it means at all. Apparently separate now means inclusive to everyone everywhere at all time. I also asked how infants/diaper aged children could be allowed in the pool with no diapers on. The manager informed me “they are supposed to have on pool diapers” – yeah and I was supposed to be 6’8” playing pro football. I don’t know too may infants that can control their bodily functions. This might not go so well if people start getting sick from the pool water. The complementary bottle of water we received in the room ended on Wednesday – we were staying Sunday to Sunday. I guess water the rest of the week was an upcharge. The bar of soap ended on the same day, perhaps another upcharge. There is a pharmacy in the same parking lot, so my wife and I went there for water and a bar of soap. There is a note in the bathroom to hang up the towels if they don’t need to be washed -saves time, money, - makes sense. We did, we hung up the towels everyday and everyday they took them and replaced them with new ones. Of course, the bag of dirty laundry for the area was left outside our room door, and twice we tripped over it as it was place too close to the door. And then there is the $40 a day hotel fee that is not clearly defined and quite frankly unacceptable. I do not attend your yoga class or hula class so why the hotel fee. My wife was cleaning up the room one day and I asked her why and she said she didn’t want an additional charge for extra room cleaning – sadly, she was being serious. The toilet clogged every other day – I suggest you learn to unclog it yourself as we did for fear of another potential extra charge. Parking in the parking lot, if you get lucky, you can park close – if there is an event going on – not lucky. Porters – also seemed too busy to give a crap about you. No one said hello when we arrived; no one offered to help us when we arrived. No one said a thing – they just kept talking amongst themselves. I asked the manager why customers had to wait for the elevators while the service people used them when there is a service elevator for the service people to use. I was told the service elevator doesn’t go to the basement where the service people needed to go – not a well thought out plan. As for the pool bar – we were completely ignored the first day, so I only purchased two drinks from there later in the week – a bit pricey. I’m glad I was ignored – it saved me money. I guess the bartender didn’t need my tip. Other than the ladies working the coffee shop early in the morning (they are wonderful) all the employees we encountered seemed to be just going through the motion, smiles were limited, friendly gestures nonexistent, attentiveness – none. I can stay in Philadelphia if I wanted to be treated like crap. I don’t like the service industry either, but that is why I got out of it. We wanted this to be good. We traveled a long ways and spent - well you know. I thought i did my due diligence but i guess not. I do wish more people would have reported the issue with the pool and the noise and no adult pool. It would have changed my mind about booking here. I struggle for a positive about this place as there has to be something, we all know it can't be all negative – the grounds are kept pretty nice and the breakfast was good but pricey, and the previous mentioned ladies at the coffee bar in the morning, so much energy for so early, it was great. Sadly, that is all I can think of. If Marriott’s Ritz Carlton is the mansion of the hotel line, this place is the trailer park. I simply do not understand how somewhere potentially so nice could present so poorly. Would I return? Not even if you paid for it. All of this, of course, is just my opinion.

As we arrived, 3 porters watched us unload our 4 bags ourselves. I had to walk to them and ask for help. Front desk staff was sometimes helpful, sometimes not. Wait staff at hotel restaurants were awful, ignoring us repeatedly thru our dining time. Tried to borrow bikes and were extremely rudely treated by, again, those same porters. There are no shops whatsoever at this resort. Vending machines stocked with limited drinks. Also, you cannot swim in the ocean at this resort-beach is all rocks. Our room was lovely, first floor with little garden balcony and lovely shuttered doors. And our housekeeper was outstanding. Overall, I would never recommend this resort-mainly because of the staff and their extreme disinterest in taking care of guests. We were happy to leave.