The room and view were beautiful. Surprised we had a pull out bed type of couch. Only bad thing I have to say is that the Pillows weren’t that great, they were the really flat ones & there was no social distancing at the pool. It looked like a wild spring break..yikes.
Please read all the negative reviews here- they are all telling the truth. I stupidly did not bother to read reviews when booking because that's how deceiving their gorgeous photos were. How could such a beautiful hotel possibly be THIS terrible? 1) No Service- from no bellman to valet to concierge or housekeeping- you can't get ANY help. Fine, I can bring my own luggage up to my rooms but how do I get my own towels?? You can't, and you can't reach anyone to bring you any either so you're just screwed. We left our mountain of dirty towels out in the hall and EVEN WROTE A NOTE to tell them we left a voicemail with concierge about needing towels and have not received any. The pile of laundry was removed but the note was ignored.... That REALLY pissed us off. We spoke to front desk and they said- oh you can just call us next time. But the next time we needed to call them- there was no button for front desk!! pressing 0 didn't bring us there either. What is this madness? 2) The rooms are INCREDIBLY basic. 3 stars at best. And SO small too. The bathroom door had to be closed in order to get to the toilet, or not closed at all. But the worst part about the room?- An ocean view is not an ocean view at all. Ocean view is STILL a partial ocean view, because we had to lean all the way to our right to see a sliver of the ocean. When we went to complain to the front desk, they said "sorry our names are misleading, you can pay for the upgraded room to get what you want though!" As seen on their responses to all the negative reviews...they don't care for giving good customer service. Their only response is sorry, we'll work on it! and of course, make zero changes. Just RENAME the rooms!! But they will rather trick people in paying those high prices. 3) The only positives to this hotel is that the location is great and the lobby and the rooftop is very beautiful. Although the infinity pool is facing buildings, not the ocean so the design is very poor.…
We had one suite, two double bed rooms for 10 days. The hotel was aesthetically nice. Check in took a bit long as they only had two employees working. The downfall was they cleaned the rooms once every four days. Trash was piled outside of rooms on every floor. We had to request clean towels, toilet paper, toiletries, etc. There was no room service. None of the lobby shops were open except for the ABS Store which is convenient. Chef Morimotos restaurant was also closed. The value was definitely not there based on the cost of the rooms.
Our first kama'aina staycation since the pandemic and we couldn't have been more impressed by the entire experience. Our family stayed for the weekend of 2/12-2/14 and had a great time! The rooms were clean, beds super comfy and when requested to have our boys in an ajoining room, there were no issues at all. Jones at the pool took great care of us and Rene at the front desk always had a smile and friendly "aloha" when we walked by. Mahalo Alohilani for a much needed break and making us feel welcome and valued! We will definitely be back.
Wonderful experience, beautiful view of the ocean, the scene by the cabanas is fun and relaxed. The food and drinks we ordered had very nice presentation while also being yummy. The server was attentive and it was a great spot for food.
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