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Reviewed 19 January 2023

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.

Room tip: If you are traveling as a couple reserving an umbrella in advance is not recommended.
Date of stay: January 2023
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
1  Thank Lea S
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Kathryn Agdeppa, Guest Services / Front Office at Outrigger Kona Resort & Spa, responded to this reviewResponded 22 January 2023

Aloha!
Mahalo for staying with us at Outrigger Kona.
Your feedback is very helpful, as for us to prevent this type of situation from happening again.
We have talked to the staff and advised how to properly address refund procedures.
We greatly appreciated your patience during that stressful time.
And we are excited to have you return.
Mahalo

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 January 2023

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.

Date of stay: January 2023
    • Location
    • Cleanliness
    • Service
Thank leftblanknow
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Kathryn Agdeppa, Guest Services / Front Office at Outrigger Kona Resort & Spa, responded to this reviewResponded 11 January 2023

Aloha!
Mahalo or staying with us at Outrigger Kona.
Thank you so much for your kind words.
Already we are excited for your return trip!
Mahalo

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 January 2023 via mobile

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.

Date of stay: January 2023
Trip type: Travelled as a couple
3  Thank Mark M
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Reviewed 10 January 2023

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.

Room tip: Dont go to the pool at night unless you want to see food trash and old plastic liquor cups.
Date of stay: January 2023
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
2  Thank keith n
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Kathryn Agdeppa, Guest Services / Front Office at Outrigger Kona Resort & Spa, responded to this reviewResponded 11 January 2023

Aloha Keith,
Mahalo for taking the time to share about your experience. We are very grateful for your honest feedback.
We would love the opportunity to have you come back,
we sincerely hope to see you again.
Mahalo!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 8 January 2023

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.

Date of stay: January 2023
  • Trip type: Travelled with friends
    • Value
    • Location
    • Service
1  Thank SusanTraveler101
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Kathryn Agdeppa, Guest Services / Front Office at Outrigger Kona Resort & Spa, responded to this reviewResponded 11 January 2023

Aloha Susan,
We apperciate your honest feedback.
Mahalo

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