We stayed 3 nights in room C118 (block C). It is the block furthest from the beach of the 3 that the complex has. Each block has 2 floors and we were on the ground floor to avoid carrying the suitcases: there is no elevator or luggage service, although there is 1 cart at the front desk to transport suitcases.
We arrived around 5:00 PM and were greeted by the security guard. There is no 24-hour front desk and, logically, the welcome service did not seem appropriate to us. The person was kind but not customer-oriented. Basically, he gave us a paper, the codes for our door, and that was it. All this at the entrance; there is no reception or lobby. If we had had a problem with the room or requested a change, who would have helped us?
The next day we discovered that there is a "window" with a front desk person, but they were also not very customer-oriented.
We paid more than $1,100 for the stay, and for that price at the hotels we are accustomed to going to, we receive exceptional customer service. You will not find this here.
The size of the room is fine, with an integrated kitchen (stovetop, refrigerator, and microwave-oven) designed for long stays so that you can prepare your own food. Phenomenal. But if you are looking for additional services and premium quality (€300 a night), that is when you notice the place's shortcomings.
There is no breakfast service, although they do prepare coffee and some fruit in the common room next to reception until 11:00 a.m.
There are several BBQs in the common areas next to the pool. You can use them for free with your own food; as a family concept, it is fine, but if you are staying for fewer days or looking for additional services, they do not exist. To find drinks and food, you have to take the car and go to a mall or supermarket.
The common room is fine, but there is a vending machine with snacks. Nothing more; in our opinion, it is poorly utilized.
On the welcome sheet and in the room, they clearly explain that the housekeeping service does not make your bed. Apparently due to staffing issues… In other words, you pay like a 5* hotel but receive 2* services. Are we crazy? If there are no additional services and I make my own bed and breakfast, then why is it so expensive?
The answer is the location: beachfront on the beautiful Napili Beach. You leave your room and can walk barefoot to the sand. Mind you, the hotel provides beach chairs and towels. They have a small pool with water at an ideal temperature, although sand accumulates in it. You can swim until late, and this was also a positive. Unfortunately, by our standards, this alone cannot justify the fortune it costs to stay here.
On the second-to-last day, they didn't clean the room; we went to get new towels, which they did change for us. The staff tries to come by early, and if you are still inside, you run the risk that they won't come by at all.
Both on the welcome sheet and on various signs in the hotel, messages saying “we are not responsible” are repeated; in other words, you keep paying a fortune, but the hotel is not responsible for anything. It is confusing…
They have free parking at the entrance but watch out, there is not enough space for all the cars. We were lucky.
There is a laundry room behind the common room and an ice machine although the appearance was poorly maintained…
The last night (August 13) we received a message (another printed paper) with the alert for Hurricane Lala. Luckily we were leaving the next morning but the hotel did not seem to be prepared or concerned about the guests either. They recommended that we move the cars out of the parking lot due to flooding but where do they expect us to park then?
Overall, we spent 3 fabulous days here but it is an absolute shame that the hotel provides such poor services vs the price it costs.
We would return if they renovated facilities, additional services and more customer orientation. Otherwise, we would look for another hotel on this same beach.
