TripAdvisor Traveler Rating

We took our family back after honeymooning here 18 years ago. We had a fantastic time! The kids loved every minute. There is so much to do! The cabanas, pools, dolphin quest, lagoon snorkeling, breakfast buffet, Nui, Island Grill, Provision Company. We did it all. Great places to eat and wonderful service. Amazing memories. We wait to come back.

It’s a nice place, but the experience is terrible. The staff are incredibly rude, almost comically so in fact (note, with the exception of the people running the dolphin park, who were excellent). They do not want to help in any way at al and still have the audacity to expect tips, becoming grumpier still when none are forthcoming. There are extra charges for everything. Even as a Hilton Gold member I had to pay for parking (£40 a day) and internet (also £40 a day), which didn’t really ever work. The good news was though, that the £40 a day internet charge also got you 20% off pool toys, which, even if you had wanted one, probably would have given you a disease. There’s no central hub or bar to spend time in the evening and the whole place seems to attract what we would call in Britain, “chavs”, who wear their baseball caps inside and talk continually and very loudly about anything that pops into their brains. Not a relaxing place at all. Avoid it.

This property has gone down in every way since I last stayed here. We had 2 rooms for 7 nights, June 29 to July 6, 2024. Service was nonexistent. Maintenance is sorely lacking. Only 3 restaurants, and they were only sporadically open. Pool bars and food closed at 4pm. Many facilities not functioning at all. Keep reading: Canal Boats needed for getting around the resort were permanently shut down May 19. The canals in which they operated are overgrown with some kind of muck. (One reason for choosing this property was the boat rides for the children.) See pics. Trams needed for getting around the resort have been without a/c for a year (even though signs say that a/c is temporarily out). See pic. For two adjoining buildings there is one ice machine per floor. And after walking to the other bldg to get ice, it wasn’t even working. I called for ice and was told the hotel “don’t deliver ice.” Our rooms were never really cool. The a/c is set to go no lower than 68; however, the rooms were never 68 degrees. When we called about it, someone came to change the filters. Shockingly filthy! See pic. Unfortunately, the rooms still never got much cooler. The refrigerator in one of our rooms never was cold enough. The TV in one of our rooms wasn’t working. Cultural activities were advertised — lei making, etc. They took only 15 each day and advised you to get in line 45 minutes beforehand. See pics. Our room keys quit working more than 4 times which was extremely inconvenient. There was a welcome letter in our rooms that said “please accept these kukui nut leis as a welcome gift,” But there were no leis. Also, no guest directory, notepads, pen, stationery, postcards, etc. You had to scan your room key to obtain pool towels from a locker (which sometimes was out of towels). You are charged $20/towel if you fail to return them. Expecting your room to be cleaned? You had to call 24 hours in advance to request “complimentary housekeeping” every 4 days. See pic. Many employees don’t seem to know what’s going on. When we would ask for information regarding something in the resort (i.e. restaurant hours), we were usually given unreliable, incorrect information. It was bizarre. Incredibly there was a QR code prominently displayed in our rooms to scan for ease in tipping! See pic. Any positive reviews of this property are by guests who have very low expectations. While overall it looks ok, everything I have said is accurate. Overall a very poorly run “resort.”

This resort is beautiful. We snorkeled in the lagoon, seeing sea turtles, manta ray, and tons of pretty fish. The pool by Makai tower is huge and very nice. Yes, it is a large property but not too large to walk in our opinion. We only took the tram once. Did not eat on property because we knew it would be more expensive. We chose to walk to Queens Marketplace to the Island Market to get food. There is a shuttle back and forth for 5.00 per person per trip. There was a coffeemaker with coffee and a mini fridge in the room. We requested daily room cleaning and they provided that with no problems.

Extraordinarily beautiful surroundings, along with amazing amenities, make this one of our favorite hotels! I love the salt water lagoon with tropical fish and sea turtles due to its connection with the ocean, while my grandson loved the regular pools with their slides and other water features. The dolphins are always a treat, and the incredible art collection along the walkways to various buildings is amazing. There is plenty of shopping and varied cultural activities every day, along with beautiful landscaping and walkways that wind through the campus, so there is always something to explore!