While many aspects of our visit were positive, several issues caused significant concern and disappointment, and we believe they warrant your attention.
Upon arrival, the valet and front desk staff were courteous, friendly, and efficient. However, given the size of the property, we were not informed of the long walking distance to our assigned rooms. Advising guests at check in about room distance and offering a cart ride when appropriate would have been greatly appreciated.
The rooms themselves were clean and comfortable. Unfortunately, we experienced a significant mosquito problem throughout our stay, including in the rooms, restaurants, and pool areas. Although we reported this issue on the first day and one room was sprayed, the problem persisted. By the following evening, all rooms were filled with mosquitoes, and everyone in our party was bitten. It appears the treatment was ineffective, likely because housekeeping staff leave hallway doors open while cleaning. Another guest also reported their room was filled with flying gnats, suggesting a broader property-wide concern.
For dinner we looked forward to dining at Tidepool as we had a wonderful experience a few years ago. However, as a large group, we were provided with a limited menu consisting of only two entrées, with no vegetarian option. This was especially disappointing because during a previous visit we were able to order from the full menu and enjoy the restaurant’s signature offerings. Our party was also seated at two separate tables far apart from each other, and service felt rushed despite the restaurant not appearing full. Additionally, we were again overwhelmed by mosquitoes during dinner, which further diminished the experience.
Breakfast at Ilima Terrace was a much more positive experience. The buffet was reasonably priced, offered a wide variety of options, and the staff were pleasant, efficient, and engaging. The omelet chefs should be commended for their excellent charm and engaging conversation, which made the wait for our orders genuinely enjoyable.
We had planned to spend a full day at the pool near our rooms, located by the waterslide. Before we arrived, some members of our group were already at the pool and were told they needed wristbands. One person made the long walk to the towel desk to retrieve towels and wristbands, only to be informed that each guest had to walk there individually. Several members of our group are elderly or have mobility challenges, and this requirement created unnecessary hardship. As we were discussing whether we needed to leave the pool area, the same staff member approached again and loudly announced that we could not remain without wristbands. This interaction was embarrassing, humiliating, and entirely avoidable. The staff member showed no “aloha,” demonstrated poor judgment, and appeared unsuited for a hospitality role.
We fully understand the challenges of staffing shortages, but there are reasonable solutions that would prevent this type of experience, such as:
• Informing guests of the wristband requirement at check in.
• Providing wristbands at check in and allowing one verified guest to exchange them daily for the correct color.
• Allowing pool staff to carry wristbands and verify guests by calling the towel desk, eliminating the need for guests, especially those with mobility issues, to walk across the property.
Our intention in sharing this feedback is to help improve the guest experience. We hope these concerns will be taken seriously and addressed appropriately and have also written directly to the hotel.
