My family and I just returned tonight from a great trip to Hawaii. I wanted to share a few things about our experience with this hotel so that others don't show up for their reservations and are surprised like we were. The website is very very deceiving. The hotel is very run down and needs some re-decorating in a bad way. As we pulled into the parking garage and walk into the lobby, I burst into tears. I couldn't believe the pictures I saw online were the same hotel I was standing in. The lobby was freezing cold, poorly decorated and had an odd smell like a public bathroom. I looked at my husband and said "You've got to be kidding me! I am not staying here if the rooms look anything like the lobby". The receptionist took us to the 2 bedroom condo we had reservations for and OMG I lost it. It looked like a retirement home's room, NOTHING like the 2 bedroom room shown on the virtual tour on their website. They then told me that the room had just been renovated. Really!?! WOW! We went back downstairs where the receptionist got her manager and went back upstairs to see another 2 bedroom room. Now this one looked just like the one on the website. I am then told "well this one is the ocean view room and is actually more money, but we will go ahead and upgrade you to make your stay enjoyable" I was very very happy about this. However, nowhere on the website does it state that the 2 bedroom room on the virtual tour is only pictures of the ocean view room. (Funny how I just went to look at there website and it now has written under the photos "deluxe ocean view" under the images that didn't show that previously. They must have listened when I said they needed to update their info. The partial ocean view room looks NOTHING like the one on the virtual tour. The ocean view is amazing and worth the extra money. If you plan to visit this hotel or any hotel on the same street or by this hotel, I strongly encourage you to find a hotel on another street. There is construction going on right in front of this hotel that starts at 6:30 am every day but Sunday. It is very loud and wakes you up.
I will list the pros and cons of this hotel to help you make your own decisions on how you feel about this hotel. I have very high standards for hotels and the only thing that this hotel had that was wonderful was the staff and service.
No restaurant in hotel
No gift shop or snack shop to grab something to eat
No Room Service
Pool area has no shade and is very small
Pool area closes at 9pm
Directly across the street from the beach
Walking distance to many shops, several ABC stores and restaurants
Spacious and very clean rooms
Great customer service and staff
ocean views are worth the extra money
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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And Mahalo to this guest for staying with us and for taking the time share their experiences with me.
I would like to extend my sincerest apologies to this guest for their initial experience with us. As she mentioned, her reservation was for a 2 bedroom partial ocean view suite and the picture on our website is for a deluxe ocean view suite. Many of our guests who have stayed with us have enjoyed these partial ocean view suites as they are spacious, provide some views of Waikiki Beach and are our best priced suites. I would also like to share with this guest that we are currently inspecting all of our suites which is the first step in our goal of renovating all them once again. As for our lobby, we really do our best to make it as comfortable as possible for everyone and while the temperatures have been unusually cool for this time of year, I will check on the temperature with our Chief Engineer. Although we do not offer any restaurant on site, there are many restaurants within easy walking distance or a short car ride. We also offer in-room dining and I am very sorry this guest was not made aware of this service. Our pool area is "cozy" and many of our guests will take a quick dip after they've spent the day at Waikiki Beach which is just steps away from our property.
On a positive note, I was really happy to see that this guest found our location convenient for what they wanted to do, our suites clean, spacious and comfortable and most importantly our staff really customer oriented. All of our managers and employees really try their very best to ensure that each and every guest experience with us is the best it can be and I'm really happy to see this guest was able to experience our brand of personalized customer service.
I would once again like to extend my sincerest apologies to this guest and hope that we have the opportunity of hosting them in the future.
Aloha & Mahalo!
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.