Avoid this place at any cost. Not worth the cheap price. I booked a room months in advance which was for a queen bed and a/c. When I checked in, I was told my reservation was for two single beds and not a queen, but they would upgrade me to a room with a double-bed and balcony for no extra cost. I wasn't expecting the Ritz, but I at least expected the room to be clean and not run down. The balcony was covered in pigeon poop and the "a/c" was nothing more than a sad looking box fan in the corner of the room. The main lighting was a single, bare florescent light bulb in the middle of the ceiling. The hotel website also boasted a parking lot nearby. The parking lot was 4 blocks away at the Waikiki Banyan. That's not nearby. Despite all these displeasing things, I decided to stay since I didn't want to spend my precious vacation time booking a room at a different hotel last minute and paying an arm and a leg for last minute bookings. I figured that I would only be sleeping and showering at the hotel and not spending a lot of time there. Big mistake.
My 4th night there, I come back to the hotel around the usual time of after midnight to find the doors locked to the lobby and the lights off. I didn't have this issue the 3 previous nights, so it took me by surprise. The night auditor came to the door and was instantly confrontational. I asked why the door was locked and he said those were the rules. I informed him that they weren't locked for the last 3 nights and he started yelling that if I didn't like it, I should have gone to the Hyatt. He continued yelling at us all the way to the elevator and when I mentioned that he was being cocky for no reason, he started yelling that if I wanted good customer service, I should have gone to the Hyatt and that I can just get out and go somewhere else. Mind you, this was around 1am. His behavior was threatening and unprofessional. I took his remarks to mean that I didn't deserve good customer service because I didn't pay more for a hotel room and he kick me out in the middle of the night if I didn't like it.
As soon as I got to my room, I spent two hours searching for a hotel that could accommodate me with a room on the fly. The next morning I went to the desk to check out from this dump. The clerk said that the night auditor accused me of swearing at him for the doors being locked. As I tried to explain to her what really happened, she picked up the phone and pretended to make a call. During her fake call, she printed up the check out bill and ran my card. I commented that I shouldn't have to pay for the day of check out since it was the night auditor's behavior that made me check out early. She just gave me a blank look and an insincere half-baked apology for what had happened.
When I got back home, I filed a complaint with the BBB. That was a waste of time. The hotel manager's response was drivel. He even proved himself a liar by stating that it was a matter of fact that the parking lot was 2 blocks away. Any paper map or even Google Maps will show that the Waikiki Banyan is 4 blocks away. You go a 1/2 block NE on Uluniu Ave to Kuhio Ave, then 3 1/2 blocks E to the Waikiki Banyan. He claimed that the doors are locked for security measure. Bull! The night auditor didn't even check if we were actual guests of the hotel before letting us in. And how is turning off the lights part of security measures? Plus, if you're going to lock the doors, someone should have mentioned that at check in or at least post a note on the door. I've stayed at a lot of hotels in Waikiki over the years and NONE of them lock their lobby doors. I was under the belief that I was staying in a hotel, not a dorm!
I was born and raised in Honolulu and the Royal Grove is shameful. No aloha whatsoever. This experience definitely marred my vacation.
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