Minor delays during check-in. I made sure to ask up front what all the additional fees were going to be upon check out (internet and resort/entertainment fee). Upon entering the room, at a glance, it looked put together, cozy, and clean. After spending some time in the room, it was noticed that the air conditioners leak water down onto the carpet, leaving a wet puddle and an accumulating mold smell. The living room was very dusty - lamps, ceiling fans, area around the TV were covered in a thick layer of dust that appeared had been there some time, untouched. The TV remote fell on the floor and under the couch. Upon bending down to retrieve the remote, there were Cheerios, a Cheetoh puff, and lots of dust. Now, I mention the lack of cleaning in detail because upon check-out we were initially charged a $95 cleaning fee for staying less than 7 days (the resort on RCI only had 3 and 4-day options. So even if I wanted to stay for 7 days, that was not an available option on the RCI website). I was very surprised and asked the front desk more about the charge because nothing was mentioned at check-in when I specifically asked. They stated it was an RCI charge. I called the RCI emergency number and was told it was not an RCI charge but at the discretion of the hotel. I was referred to speak with the RCI rep on site, and he was SO rude and aggressive, saying, "The resort has a right to charge fees, and it's stated in the RCI contract the resort 'may' charge an additional housekeeping fee. And the front desk probably told me incorrect information to avoid conflict". Assuming there was any conflict to then provide, intentfully, incorrect information. Again, shocked because I just wanted to know if the charge was arbitrary (and apparently it is). After my 3-night stay, I left feeling not so great. I later spoke with the guest services manager (Ku'ulei), who graciously refunded the charge, stating the front desk should have informed me along with the other charges. In addition, the hotel only provides laundry detergent and coffee once at check- in. The entertainment was not advertised nor properly informed of at check-in so I cannot speak on if there was even anything offered. I was never informed at check-in that there was an additional pool for our use at the adjacent property. I was given pool wristbands, but of course assumed it was for the dingy pool at this property. Although the rooms need updating, my time would have been more enjoyable with better service.…
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.