Overview - Pros: great location, good service overall, excellent spa services; Cons: so-so value
My GF and I recently stayed at the Kahala for 4 nights. After reading the reviews on Tripadvisor, we had high expectations given the amount we were spending. While we were very happy with the location (what a beautiful and calming neighborhood), overall we felt that the Kahala was not such a good value when compared to its peer hotels (Four Seasons Manele Bay comes to mind), and that in particular there were service gaps that one should not be experiencing when spending many hundreds of dollars per day.
Before I cover the service gaps, I do want to thank the front desk manager (Tobias) for patiently listening to our feedback and for immediately acting on it by delivering some goodies to our room and comping a small portion of our bill. Tobias is an excellent listener and someone who the Kahala should be very proud to have as an employee.
Also, while we had massages scheduled during our stay, there was construction noise next to the spa, so the spa staff kindly offered to do in-room treatments at no additional cost, which was very considerate. The massage therapists were excellent and provided some of the best massages we're ever had!
Our complimentary room upgrade (courtesy of my AMEX Platinum card) was honored at check-in, and our subsequent request for a partial ocean view room upgrade was honored at a nominal fee (nice gesture), as well as the complimentary breakfast and $100 spa credit.
The breakfast buffet was excellent, and many items were labelled "GF" (gluten free), which we really appreciated. Service at breakfast was quite good most of the time.
The grounds are immaculate and quite beautiful, security is ever-present but low-key, and the dolphins are amazing to watch.
Finally, we had an early flight our last day, so the front desk kindly suggested that we order breakfast via room service and provided us with an ample credit to cover most of the expense.
The service gaps included: nothing in the room to celebrate our anniversary despite being asked (when I reconfirmed our reservation the day before we arrived) by one of the MODs whether we were celebrating a special occasion (what we felt was the biggest fail); no call-back from Housekeeping after we reported a missing shirt from the room we moved from; slow service one day at breakfast; Housekeeping not cleaning a dust-laden fan before installing it in our room; a malfunctioning phone which was not fixed during our 4 night stay (the button for the car valet stopped working 2 days into our stay and Housekeeping did not follow up). While these are not major fails, for the amount we were spending, we kept asking ourselves "would this be happening at the Four Seasons Manele Bay"?
Also, the "partial ocean" rooms actually face inland and have but a sliver of an ocean view so if you want a true ocean view, be prepared to pay a pretty penny for it.
We would definitely consider returning to the Kahala if the service levels are raised to meet/exceed those of the Four Seasons to provide better value.
1. If you book on the AMEX travel site with your AMEX Platinum card, you'll get a free room upgr...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for staying with us and for taking time to share your recent experience at our resort. I was pleased to see that overall you enjoyed your stay including our secluded location, excellent spa services, and numerous breakfast items on our buffet, including many gluten-free. However, it was concerning to read the details of inexcusable service lapses, and I must apologize for the poor performance by some of our staff members who failed to meet our usual high service standards. Rest assured that your feedback has been shared with the appropriate managers for their information and follow up, and I am sincerely sorry that you were disappointed in any way during your stay. I would be happy to speak with you if you wish to discuss more details, and please feel free to contact me directly at 808 739-8888. Thank you again for sending your comments and sharing your concerns. Aloha and best regards.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.