Place was clean and people were really friendly. Everything closed at resort by 10 as well as in town close by. Restaurants closed at 8 but if you showed up at 7 they told us they’re doing to go orders only. The bar didn’t open till 11 and food and drinks were way over priced for the tiny plastic cup you get and charged a to go order eco fee. Very stingy on towels. On the weekend locals came into use the pool so there was no chairs left for resort guests. Even the spots you had to pay for were taken. I found that to be to be a major turn off. There are Ubers and Lyfts to take you places and some few restaurants in town closed later but for the most part the whole town shuts down at 8pm. Kids were in the adult only hot tub and occasionally swam over to the adult only pool. Not a huge deal until they started splashing and streaming. Hotel staff did nothing about it. My time at the spa was nice but my facial/body scrub lady seemed frantic and rushed and at the end complained she had more body scrubs to do? Sorry I booked it. Was pretty expensive but that’s to be expected. Food at the restaurant was delicious but, like everywhere, thr wait time was long and they seemed understaffed. At one point waiters were running and I felt like a nuisance wanting more coffee. Rooms were clean and tidy. Our shower struggled to get hot 2-3 times but otherwise was good. The beach within walking distance is all lava rock so if you want a beach with sand it’s an Uber drive away but Uber is fairly cheap if not during peak hours. We didn’t go down the slide but it looked sun. Pool was nice and cool and they have 2 hot tubs. One adult only (nobody stops kids from entering) and one not as hot one for everyone. The gym was small and well equipped. People seemed to share the weights with others well and I really enjoyed my workouts there. Great view of the ocean from the pool but I wish we could go in the ocean without having to drive 10-20 minutes. But we knew that found into booking this place. All in all it wasn’t bad but I probably won’t stay here again for the price.…
The room was clean and spacious. Air condition worked. The pools have 2 sides for adults and the other for family. Water slide for everyone. Hotel guests Balcony to overlook and see the amazing manta rays in the evening. Breathtaking views walking around the resort. 2 restaurants on 1st floor. Coffee and food were great. The gift shop has fruit cups, sandwiches, wraps, tourist gifts, knick knacks, coffee shop with smoothies and more snacks. Strongly recommend you attend their Beautiful Luau. Staff was courteous and very helpful! An Honor and Privilege to have stayed in this beautiful resort, surroundings and most especially the staff and community.
If you are traveling as a couple, I do not recommend prereserving a "private" umbrella. When we checked in with the pool attendant and there was already a family in our spot. The attendant was very helpful in removing them, however, the cushions were soaking wet. As I moved the cushions another family came to sit in the remaining 2 chairs. I told them I had reserved the umbrella, but they proceeded to occupy the chairs. At this point not wanting to get into an arguement I asked the Outrigger text line for a refund. They advised to reach out to the pool attendant and who wasn't able to help us. Long story short after reaching out to the pool attendant, front desk and the resorts pass representative (the online booking agency) multiple times, a refund was finally issued 5 hours later. I would have been satisfied to move to another area or to have the attendant remove the family. I found it unfair that I had to pay for this reservation while this family did not and was still allowed to occupy the "private" umbrella. I was very unsatisfied with the level of service and was just asking for a fair delivery of the service I paid for or a refund for the service I did not recieve. For clarification the confirmation of the reservation states "private shaded umbrella with pool lounge chair seating for 2 people" not 2 paid guests plus another 5 people who did not pay for the amenity. The pool attendants were also not able to keep up with the demand for towels. Guests were told multiple times throughout the day that pool towels were not available. At about 2pm the attendants ran out of towels for the duration of the day. While I can empathize with the staffing shortage I would hope that in the future the hotel will only accomodate the amount of guests they can maintain to uphold the level of service they advertise.…
I almost didn’t stay here based on the bad reviews but I’m glad I did. Yes, it’s old and being renovated. Yes the nice restaurant is closed. But the rooms were big and had balconies and the grounds were nicely landscaped. The small public beach was close. The city bus stops at the door (and is always late). There’s a mall up the hill with restaurants and a supermarket. No complaints, I’ll be back.
Cockroach in room. Poor to no customer service. Expensive resort fee and parking. Stayed for 9 days/nights Cockroach was right on the floor of the room when we checked in. Informed staff and they did nothing about it so I had to cup it and throw it outside. Resort grounds are in okay condition and the pool is nice. Staff were not welcoming or helpful. Mandatory 30 USD resort fee plus 25 USD for self parking is quite steep. Wouldn’t stay here again.
The problems we encountered was that the front desk staff member Michael, upon check in seemed he was not happy to be there and seemed not very happy that I was there... I got more emotion from the DMV office than here. After check in we were went down to the jacuzzi area at the pool only to find old food trays and plastic liquor cups all over the place even along the rim of the pool! Gross! I guess at night, no one cleans up? As local residents, to see this is an embarrassment that our the tourists come here to this trash!! This was the first time we stayed here since the Outrigger took over. Would I stay here again? Maybe- then again, maybe not.
Know when you got is is a very old hotel and looks very worn out The furniture in our room consisted of a desk chair that must have been 20 years old - where you’re basically sitting on the frame of the chair. The beds were squishy - so gross For the money there are better places When we complained management was not interested in customer satisfaction and still charges us for the night although we left the hotel and did not stay there Do yourself a favor and drive up the Westin Hapuna beach.
I will divide my review into two areas, one that the hotel can’t really change without doing a renovation and two, practices that can be changed. First, the hotel is quite old and dated. Photos on line do not show this: rust on ceilings in public areas, old grout in bathroom, a big gash in the carpet in our room, old fashioned shower curtains instead of frameless glass doors common in newer hotels. This condition did bother us at first but we were there for five days and spent most of our time outside so when we returned to the room, it was night time. And we got used to it somewhat. Second, the restaurant is really overpriced for what was available. Food was ordinary. Ordered a salad that came swimming in blue cheese dressing. Nowadays dressing usually come on the side so I didn’t even think to make this “special” request. Plus there is only one place really (aside from the pool area cafe). The live music at dinner was a bit too loud for us but I can see that might just be a personal preference. Third, no business center and no ability or capacity to print out boarding passes or any document for guests. Our airline doesn’t send boarding passes to phones so we had to print ours out. No such luck at the hotel for printing. What was also bothersome but that could be easily changed: pool towels. We had to wait an hour for ours. Please just get more towels. We were there during high season. Christmas period, before new year. Surely you know how many guests are registered. You accept guests, you make sure you have enough amenities for the guests you took. Another bothersome thing. Housekeeping didn’t do our room one day. The other day we had to ask and remind them, as it was 3 pm and the room hadn’t been serviced. What was nice about the hotel: charging outlets right by the night table. No need to search for outlets that could be hidden behind beds for example. The desk area also had a surge protector strip. That’s a nice touch. They also give you two bottles of water every day. It’s an okay hotel on the beach in a good location. Yes they can’t be brand new without a major renovation but at least they can have a better and more reasonable menu.…
I could give this place 0 stars I would. From the minute we walked in the service was beyond awful. When someone says in their staff says just tip the valet 5 bucks its a red flag so run. After missing flights, we got to our ocean front that smelled of mildew, and don’t forget about popcorn ceilings. In shock and disbelief that someone would actually charge a lot of money to stay in this out dated dump, a cleaner walked in on my wife and I without knocking. Do yourself a favor and go somewhere that cares about their guests and property.
Stayed just before Christmas, club room worth it, breakfast and evening drinks/poke included Rooms view was amazing, saw manta ray and whales from our balcony Added Extras activities included such yoga, bracelet making, and ukulele lessons for free with club room Only down side housekeeping can take allay. But when called done straight away
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