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Reviewed July 21, 2019

We’ve been coming to the Big Island for a long time, my wife is from there originally. We’ve stayed at every hotel on the Kohala coast. The Four Seasons Hualalai is easily the best hotel on the island, and has to be one of the best in the world.

One reason it’s so great is there is plenty of everything. At other beach hotels like this I always feel the need to rush to get a great spot at the beach, or by the pool, or to get a great table at a restaurant. This isn’t so here... I can totally relax knowing that whenever I show up there will be a great spot for us. I’m not sure what the occupancy was, there were certainly lots of people there, but every time we left our room we it was a total pleasure to use the amenities.

The staff was also awesome. Everybody was incredibly personable, they’re obviously encouraged to get to know the guests and I really like that. My wife knew on of the employees from school and he raved about what a great place it is to work and how he couldn’t imaging working anywhere else. I have in-laws that have worked at other hotels on the island, and they definitely don’t feel that way! The staff loving where they work really shows and makes it so much more of a pleasurable experience.

We can’t wait to go back!

Date of stay: July 2019
Trip type: Traveled as a couple
2  Thank Brett_and_Candace
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
SHinsch, Manager at Four Seasons Resort Hualalai, responded to this reviewResponded July 31, 2019

Aloha Brett and Candace,

Thank you so much for sharing your experience with us, we will pass your sentiments on to our staff. We agree they really make this place so special. We hope we get the chance to extend our ho'okipa to you again sometime!

Sebastian Hinsch
Resort Manager
sebastian.hinsch@fourseasons.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 20, 2019

My family and I have been going to Hualalai every year for many years and it is slipping.

Either mgmt is going to step up and take care to keep the good staff, and pay a lot more attention to the details that differentiate a luxury property from others - or this is the new Mauna Lani or Mauna Kea - great in its day but those days were in the distant past.

The prices are ridiculous and that is fine - but the service quality and attention to detail must improve. I think it is all on the mgmt.

From silly pool policies with seating and holds to dirty bathrooms - to understaffed pools - none of this is hard. But instead of cranking up prices again - how about make some needed improvements?

The new pool deck is great. The new general store is great and well-run

The restaurants are tired. The menus are tired. The Beach Tree menu is stale. The grille. Ulu. No fresh local nor organic anything. Name one healthy option in property?

$48 for Ulu breakfast?
Clean the Seashell pool bathrooms every 2 hours? The Beach Tree every 3? Hire a second bartender so drinks comes out quicker.

There are great people on property - Robyn at kids club, Ashley in the poolside stand, even Darren the food runner. Michelle in the store. Nice people. Familiar faces. They make the experience better. Keep them. Turnover hurts. Familiar faces bring people back.

The grounds are always great. So you are starting on third base. Stop screwing up the simple stuff.

The resort was pretty empty this early July. And if the prices stay high and the service quality keeps sliding it will be down from here and frankly I do not mind 60-70%
occupancy as it’s quieter and more dinner avails:)

Date of stay: July 2019
Trip type: Traveled with family
4  Thank LuxuryTraveler92660
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
SHinsch, Manager at Four Seasons Resort Hualalai, responded to this reviewResponded July 20, 2019

Aloha LuxuryTraveler92660,

I want to thank you for sharing your experience with us, I sincerely apologize that your stay with us was not equal to your past experiences. We are addressing these issues within the team and appreciate you taking the time to show us room for improvement.

If you would like to provide any additional comments please feel free to contact me directly at any time.

With Aloha,

Sebastian Hinsch
Resort Manager
sebastian.hinsch@fourseasons.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 20, 2019

Great property. You better be rich to enjoy this place. Service was okay. The Bartender was missing
all the time. Resort is understaffed. The Valet is excellent. That department is on it. Other than that, just an average resort. Very expensive. Resort seemed to be at a low occupancy.

Date of stay: July 2019
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Four Seasons
1  Thank jdp202
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
SHinsch, Manager at Four Seasons Resort Hualalai, responded to this reviewResponded July 20, 2019

Aloha jdp202,

Thank you for providing such valuable feedback and I apologize that your stay with us was less than ideal. I appreciate you taking the time to appreciate our valet team, I agree they are incredible.

We would love to hear any additional comments you may have, so please feel free to contact me directly at any time.

Mahalo!

Sebastian Hinsch
Resort Manager
sebastian.hinsch@fourseasons.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 18, 2019

The hotel staff is amazing and really make your trip easy and relaxing. The scenery is beautiful and the food at the resort is great. The staff at the beach attends to you all day offering ice water every ten minutes; truly amazing.

Date of stay: July 2019
  • Trip type: Traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Four Seasons
1  Thank Sunshine137874
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
SHinsch, Manager at Four Seasons Resort Hualalai, responded to this reviewResponded July 20, 2019

Aloha Gina,

Thank you so much for sharing your experience with us, we will pass your sentiments on to our staff. We agree they really make this place so special. We hope we get the chance to extend our ho'okipa to you again sometime.


Sebastian Hinsch
Resort Manager
sebastian.hinsch@fourseasons.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 18, 2019

My family of 4- 2 adults, 2 kids aged 6.5 and 9 just returned from our first stay at the FS Hualalai. This place is very special and we had a wonderful time. We had a 1st floor room on the lawn in front of the seashell pool. This was a great central location with easy access to the family (seashell) pool. There was never a problem with noise. The whole family enjoyed the outdoor lava rock shower. We rarely left the resort as we enjoyed our time so much. Daughters loved King's Pond so much they spent 6 hours there our first day- including touch tank, fish feeding, ray feeding, and swimming, snorkeling and playing in the "aquarium". One of the attendants fondly referred to them as fish.
The service was excellent overall. There was never a problem finding a place at the beach or pool and the attendants are very attentive in setting up your space with towels, menus, etc. The food and drinks at the pool come out very quickly. All the restaurant servers and staff are very polite, friendly, and attentive too. Beach Tree was our favorite- you can't beat the view and the ambiance, especially the live music in the evening as the sun is setting.
Swimming in the "ocean pool" is also amazing. We swam alongside sea turtles there more than once.
Our girls went to the kids club 3 times. Twice during regular business hours and once for a special event (Hawaiian Slime Night, 6-9PM, $100/each).

The ocean activities- Alakai Nalu are wonderful. You can book through the Four Seasons. We did a morning ribcraft snorkel trip. We were the only people on the trip so it was like a private tour. Kane and Casey took us out in search of dolphins, snorkel spots, and black sand beaches. We saw 100s of dolphins from within the boat, but amazingly, we were able to swim within the pod 3 different times. Magical!

The only critiques I have are:
- communicating w/ the concierge. We were in touch with the concierge by email starting months ahead of our trip. We had questions about the various restaurants, activities, etc and wanted to plan the perfect vacation. The concierge was not timely in responding, and several times we didn't get a response until we sent a follow up inquiry.
- additionally, upon arriving and checking in, we were told that the spa treatments we booked were not available as booked because the spa was undergoing repairs. We were never told this ahead of time. Instead of getting the couples massage in an outdoor hale followed by a hinoki bath, we had our massage in a popup spa assembled in unused guest rooms. No one ever communicated this to us in advance. Furthermore, we were led to believe the spa facilities (sauna, etc) were unavailable, but it turns out they were. We did not get the full spa experience, and probably would've made different plans if it were clearly communicated to us.

Overall, we had an amazing few days. Nightly rate and food/drink prices are quite high, the same as, or more so, than other luxe resorts we've been to that I'd probably return to again before returning to the FS Hualalai

Date of stay: July 2019
  • Trip type: Traveled with family
    • Value
    • Sleep Quality
    • Service
1  Thank Deborah G
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
SHinsch, Manager at Four Seasons Resort Hualalai, responded to this reviewResponded July 20, 2019

Aloha Deborah G.,

I want to thank you for taking the time to provide such valuable feedback as we're always looking for ways to improve. Thank you for the kind words regarding our Kids for All Seasons, Alakai Nalu, pools and and our restaurants.We are addressing the issues you brought up regarding your spa experience as well as your experience with the concierge team, we appreciate you taking the time to show us room for improvement.

We would love to hear any additional comments you may have, so please feel free to contact me directly at any time.

With aloha,

Sebastian Hinsch
Resort Manager
sebastian.hinsch@fourseasons.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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