This trip marked the third time my wife and I have gone to Hawaii, but the first time to Kauai. So after 15 hours of traveling, all we were looking forward to was getting a good night's sleep.
When we arrived at the "resort," we had a hard time telling much about the place, as it was dark and anyone that's been to Hawaii knows that all utility poles use those yellow x-ray looking lights. Anyhow, when we arrived, I went to the office to check in and get our room key. There was a note on the door that said to go to a certain unit to get our room key off the manager's door. So I went to this unit and got our key off a clipboard where all other guest's keys were hanging too. It wasn't creepy at all that anyone could have nabbed our key.
I went back and gathered up our luggage, and the wife and I headed to our room. We opened the door, and noticed a lot of sand in the floor. We looked to the utility room/bathroom to the right, and noticed dirty towels on washing machine. Once we got into the living room, it was apparent that the unit had not been cleaned, which was further evidenced by the rotten food sitting on the kitchen countertops, and dirty dishes sitting in the sink. We looked upstairs and could see that the bedroom at the top of the stairs hadn't been cleaned, and didn't even bother to go up to look at the rest of the unit.
We called the manager on site, who said she had to call the site manager to discuss what to do - she finally called back after 30 minutes and said that the site manager was on the way to take care of the situation, and would be there in 20 minutes. We had a very nice woman and her son stop by us on separate occasions to see if we were locked out, and they stuck around to chat a bit to see how we were and where we were from. There are familys that live in this resort full time, and all that we encountered were nice, and probably one of the best things about this place - because in the daylight, it's really not much to look at, other than around the pool.
The site manager finally showed up an hour later, and told us that the owners of the unit were responsible for cleaning the unit, and that he had to take pictures to send to the owners, and that he'd get us moved into another unit. So, after close to two hours of waiting around for the manager, we finally got to move into another unit near the pool. We were moved from an ocean view unit to a poolside unit, and told that our unit would be ready by 11am the next morning. The unit we moved into was extremely warm, and we didn't sleep worth anything.
The next morning, no call from the manager. I called the manager at 11:15 asking what the status was on the room, and they were just about to start it. They finally called us shortly before 1pm saying it was done. We packed our things and went by the office and swapped keys, and I asked the manager what the comp/adjustment would be to our bill, and she said she'd have to talk to the site manager about that. I let it go for the remainder of our trip, because I wanted to be sure my wife had fun, and was trying to stay positive.
Our now-clean unit wasn't that bad. If you're expecting something that is current and up to date - good luck finding that in HI unless you go to an upper-end resort. This unit, once cleaned, wasn't bad, but could definitely use a renovation. The view was very nice, and the breeze off the ocean was excellent. The only problems we had with the hotel for the remainder of the trip was the TV in the master bedroom blew up two or three days before we left (we were there 8 days). The old wicker furniture wasn't terribly uncomfortable, and our bed was fairly decent.
Upon checkout, I again asked about the comp/adjustment for the hassle we'd gotten, and received the same response, and was told that the manger would call me on the following Tuesday (we flew home on a Saturday night, getting back to the states on Sunday afternoon). I never heard from him - suprise suprise.
Overall, we had a lot of fun on this trip - mostly because we were only at our unit a few hours during the day, and mostly just there to sleep. The best part about this resort was the residents - there are good people that live here, and they were friendly. The staff provided horrible service - I couldn't even get towels from them (which I ended up swiping off the housekeeping cart when I saw it out and about). They never cleaned our unit (which wasn't a suprise), but not providing towels? C'mon. How is it that you can keep guests that have flown for 15 hours to stay at your resort waiting for two hours to get into a room, and then a manager can't seem to have the authority to make it up to them in any way? And the site manager just can't seem to find the time to call you back?
Overall, the bad service is what killed this place for us. We were less than impressed with how it looked from the outside (not quite as bad as a subsidized apartment complex, but definitely not as good as your average apartment complex), but it felt safe and secure, and once it was cleaned, we could handle it looking dated - the service was just that terrible that we won't be back.
Oh, and if you stay in this area, definitely get a Puka Dog and try out Keoki's, and get over to Old Koloa town, and ride the flums!
- Official Description (provided by the hotel):
- Makahuena at Poipu is an oceanfront condominium on the southernmost point of Kauai that offers a rare opportunity to experience both a stunning sunrise and sunset. Accommodations include one-, two-, and three-bedroom suites with kitchens and washer/dryers. Amenities include a pool, jet spa, tennis court, and barbecue grills. ... more less
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- Also Known As:
- Castle Makahuena At Poipu Hotel Poipu
- Castle Makahuena At Poipu Kauai