Where do I begin.....perhaps at the airport where our expensive, private car from the resort couldn't be found until after multiple calls were made to the resort. The 45 minute ride to the resort was unbearably annoying listening to the driver's boring island trivia. I really don't care that Kauai has the most free roaming chickens in the world. Once we arrived at the resort we were horrified to find that they had no power! Oh lucky us!!! Nothing worked...elevators, lights, computers for check-in, nothing but a dark lobby and darker restroom. The only place to wait and get some food was the pool but to get there without an elevator required that we walk down an extremely long, steep, dangerous, never used back path/stairway. Once down at the pool only cold food was available and it was expense and the drinks were awful. Finally after the power was restored we were shown to our full ocean view room which was small, dirty and looked as if the rug hadn't been cleaned in 10 years. After some "discussions" with the manger we were able to upgrade our room to an ocean view suite for a hefty price. It was necessary as the original room was disgusting. The suite included their much touted "Butler Service" which was a joke as they give you free coffee and tea and not much else, although they did offer to unpack our suitcases for us which we declined. Dinner that night at the Kauai Grill was bland and the service awful.
The next day we tried to book spa appointments but no one was answering the phone. In fact no one ever seemed to answer their phones, period! Not the front desk, concierge, spa no one! We had to wait for call backs from everyone! Either too busy or understaffed. You can guess which one! When we finally got through to the spa.....ops all booked. Want to change a reservation?...sorry you need 24hrs. in advance to re-book high tea or just about anything else. Want lunch? Only the pool restaurant or room service is available during the day.
Now here's the real problem... It RAINED the entire time!!! Nothing on their website tells you that Princeville, being on the North shore of Kauai, gets rain, rain, rain. If you want a sunny Hawaiian experience stay on the South shore. We heard the Grand Hyatt was the place to go! OK, so maybe we didn't do enough homework but still... Yes, the island is a lush, beautiful, tropical paradise but unless you wants to go to a rainforest for your vacation don't come here. Coming from The Four Seasons Maui made this look like a joke of a hotel. It is a 3-star experience at top-end, 5-star prices and not worthy of the Starwood-St. Regis name!!! Save your money and go elsewhere...This was the worst hotel value I have ever experienced, disappointing in every way.