It’s easy to deliver exceptional hospitality when everything goes according to plan. But the true measure of an organization, and the people who represent it, is revealed when things go wrong.
My wife and I checked into the beautiful Kona Kai Resort on Shelter Island on October 12th for a two-night stay. During our first night, the entire peninsula lost power. Electricity wasn’t restored until approximately 4:00 a.m. on October 14th, the morning of our departure.
For virtually our entire stay, we were without air conditioning, internet, and amenities such as the hot tub. Was it disappointing? Absolutely. We had looked forward to enjoying this lovely resort, and much of that simply wasn’t possible.
But what we experienced instead was something far more memorable: an extraordinary demonstration of grace, kindness, professionalism, and genuine hospitality under incredibly difficult circumstances.
Imagine being a resort employee, knowing that nearly every guest you encounter may be disappointed, frustrated, or angry about something completely beyond your control. Imagine facing those conversations hour after hour, without knowing when the situation would improve.
That was the reality for the Kona Kai team. And yet, without exception, every employee we encountered rose to the occasion.
We were greeted with smiles, treated with kindness, and met with sincere efforts to accommodate our needs. No displays of frustration, no sense that we were an inconvenience—just a remarkable spirit of service. The resort even offered guests complimentary pastries and water, a thoughtful gesture in a challenging time.
Several individuals deserve special recognition.
Adam, the General Manager, demonstrated what leadership should look like in a crisis. Poised, approachable, and professional, he set an example for his team. Leadership isn’t simply about managing operations when everything works. It’s about setting the tone when nothing seems to be working. Adam did that beautifully,
Bino, who checked us in on our first evening, was warm, welcoming, and genuinely exceptional. When we encountered him again the next day amid the outage, his attitude and commitment to service were every bit as impressive. That consistency speaks volumes about his character.
Kaveh, our server at Vessel Restaurant, was equally remarkable. His kindness, patience, and willingness to accommodate us made us feel genuinely cared for. He exemplified the difference between simply serving guests and making them feel valued.
What struck us most was that these weren’t isolated examples. This spirit seemed woven into the fabric of the Kona Kai team.
We don’t want to minimize the inconvenience of spending nearly an entire resort stay without power. It was significant. But neither should circumstances beyond anyone’s control overshadow people who did everything within their power to make a difficult situation better.
We arrived expecting a relaxing getaway at a beautiful waterfront resort\. We left with something unexpected: profound appreciation for a team whose character shone brightest when circumstances were at their worst.
Beautiful properties can be found in many places. Beautiful people, working together with grace and genuine compassion under adversity, are something truly special.
To Adam, Bino, Kaveh, and the entire Kona Kai team: thank you. You reminded us that hospitality isn’t ultimately defined by amenities or the absence of problems. It’s defined by how people make others feel, especially when things don’t go as planned.
Despite everything that went wrong, you made us feel valued, welcomed, and cared for.
That is the Kona Kai we will remember.
