Aloha ldani074,
Thank you for sharing your experience with us at The Royal Hawaiian, a Luxury Collection Resort. We appreciate your candid feedback, and truly apologize that we were unable to meet your expectations during your recent stay with us. I would like to take the moment to address your concerns below.
- Regarding the pool service, we regret to hear that our on-property Malulani Pool, along with our Helumoa Playground (shared with the Sheraton Waikiki hotel) were both disappointing options for you. To meet our guests' needs, our Malulani Pool offers a more intimate and relaxing pool experience, while our Helumoa Playground is more ideal for families with children, as it offers slides, whirlpools, and children-friendly offerings. And of course, Waikiki Beach is just steps away from the property. We apologize that these offerings did not meet your expectations.
- In regards to the beach chairs - as you have mentioned, due to the high demand and popularity, we do encourage our guests to book in advance as they sell out quickly. As a result of your feedback, we have now included this information in our guests' pre-arrival emails so that our guests can book this in advance of the trip. We hope that this helps to minimize guests being disappointed in finding out about the chairs being booked during their stays.
- I am very sorry about the confusion you faced from our team regarding your car, and the approximate timing that it will be available. We completely understand how frustrating this situation must have been for you, and take full responsibility for the unfortunate service you have received. We will be sure to take the time to discuss this incident with our staff and valet team, and make improvements on how this can be better communicated in the future.
We appreciate all of the helpful comments that you have shared with us, and will be sure your feedback is discussed with our team in order to make improvements. We thank you again for taking the time to share your comments with us.
Mahalo,
Ayaka H.
The Royal Hawaiian, Guest Experience Team