My wife and I stayed two nights last week at the Inn -- it was not a great experience, but not a terrible one either -- just so-so. Here are the highlights:
Good: Location is a few miles outside of the town of Hilo, and as others have pointed out, is a bit difficult to navigate, esp at night; however, the seclusion actually gives the Inn some charm, and once you get to the property, the vistas over the waterfall and grounds is very nice.
We stayed in the Harmony house and the breakfast in the morning was very good; the young lady who prepared it for us was just wonderful and welcoming, and she definitely showed us the "Aloha".
Could have been better: Our room (Maile in Harmony House) was very small ( with no A/C, but was OK at night). While the bed was a king, the platform underneath the mattress was only for a double or queen, and so part of the mattress hung over the edge unsupported and made the sleeping experience a very poor one. The bathroom is small with almost no counter space to set things. The only soap provided was in a small hand-dispenser -- which was very awkward to use in the shower. My wife and I tried to look past these things -- but with the high nightly rate ( 2 night stay was more than 2 nights at Marriott Waikiloa) and 2 night minimum, it was not our best B&B experience in the Islands.
There was no interaction at all with the owners of the property; in fact when you showed up you had to basically figure out where you needed to go on your own. Arriving at night for the first time, this proved to be a challenging task since there are three buildings. Again if it had not been for the excellent service we received at Breakfast from the young lady on staff, we would have rated our stay at a 2 star at best. With her hospitality, we have rated it as a "3" -- but would recommend the Bamboo Orchid B&B in Volcano as a good alternative for the general area, with a much better client experience.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
The Bed in the Maile room is a Queen size bed, and it has been changed out. we've been in operation as a B&B for 17 years, and this happens from time to time. We do not have a 2 night minimum, and we would have been happy to have switched that bed out had you let someone know of your discomfort. I live at the Residence which is about 200 ft from the building you stayed in. I try to get up there every morning to meet my guests, but sometimes that is not possible. We now have a resident manager who is in charge of guest relations. It is her job to make sure complaints like yours are dealt with immediately. as far as check in….we have people checking in up until 11 or 12 at night. it is impossible for us to personally greet every visitor, but we do our best. Our welcome Board is easy to find and our guests names are on the doors of their rooms and the keys are in the doors waiting for them. for most, this seems to be a workable system. We are saddened that your stay with us at Kulaniapia was not excellent….we hope that the rest of your trip to Hawaii was.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.