8/10 Good
Isabel
Traveled with family
Jan 30, 2025
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
Property is new, clean, modern, and very comfortable. Spa, gym, and pool areas are fantastic! Close to Ala Moana mall and Ala Moana beach which is nice and not anywhere as crowded as Waikiki.
Major issue is service and room cleaning - there seems to be a lack of communication and standard procedures from management, so lots of confusion amongst staff (different people having different answers for things). A few issues:
- Trying to book spa treatments ahead of arrival via phone was very difficult. Booking online is fine, but I had a few questions regarding party size and applying expedia discounts that they could not answer over the phone. You cannot book spa treatments by calling the spa, they told me you need to do it through Concierge, but when I called the front desk they did not know where to direct me. Very disorganized and unhelpful.
- Quality of front desk staff is hit or miss. Again, I think management needs to do more training and have more standard procedures for everything including breakfast vouchers, resort fee allowances, etc.
- There doesn't seem to be a good understanding of all the different promotions/credits/vouchers between the hotel, restaurant staff, spa staff.
- Room cleaning service is not thorough in terms of replenishing items. While the cleaning is fine itself, there would be shortage of towels, or random things missing day to day (lotion, paper cups for coffee, etc). There was one day where we didn't receive any service at all.
Isabel
Stayed 4 nights in Jan 2025