from Phoenix, Arizona
Submitted on 01-14-2017
I have never been to Oahu before, so when we planned this trip, I bought a package through Costco. I did this when I traveled to Florida several years ago, and the property was beautiful. I expected the same here, but my expectations were not met. After staying here, I can honestly say that I am disappointed that Costco even offered this hotel as an option for several reasons. First, all that noise, noise, noise (Yes, I sound like the Grinch!) Seriously, it was like sleeping under a freeway over...
I have never been to Oahu before, so when we planned this trip, I bought a package through Costco. I did this when I traveled to Florida several years ago, and the property was beautiful. I expected the same here, but my expectations were not met. After staying here, I can honestly say that I am disappointed that Costco even offered this hotel as an option for several reasons. First, all that noise, noise, noise (Yes, I sound like the Grinch!) Seriously, it was like sleeping under a freeway overpass. I had asked for a quiet room, but my room was very close to a five lane intersection with a busy gas station right below my window. I heard sirens, honking, and trucks backing up (beep, beep, beep). There was even a wreck right below my window. (It looked like a moped hit a telephone pole.) All this was very audible from the 12th floor. I simply couldn't tolerate it, and I complained to the front desk. They said that they would move me to the other side the next day. Well, that room (1014) was indeed better, but still very loud, since the other side faces a three lane busy road. I still heard sirens, car alarms, traffic, etc. On top of that, the rooms are not well sound-proofed, so I heard talking, coughing, scratching noises, water running, etc, so I had to wear ear plugs every night. Second, the elevator situation is an abomination. Seriously, sometimes, it would take 10 minutes or more just for the elevator to come. Then, it would stop on almost every floor, and about half the floors didn't even have people entering. Now, this would have been tolerable for me if the stair situation was acceptable, but there was no easy way to go from my hotel room to the lobby or mezzanine using the stairs. The third thing I didn't like was the fact it was not at all a resort. This hotel charges an additional $18.00 a day called a resort fee. I had to pay this separate from the Costco booking, and it made me think that the property was resort-like since I have only encountered such fees at nicer properties. Well, this place is no resort. There is no spa, no hot tub, no onsite restaurant that was open - not even anywhere to buy food. The only way you could get a snack is by crossing 5 lanes of traffic. Fourth, the overall room situation was less than idea. The bedding was extremely uncomfortable. The mattress looked like it was about 20 years ago, and the pillows were like cardboard. On top of that, on my paperwork, it said I was getting 2 beds, but we didn't. We got one queen bed and one hide-a-bed. When I complained about this along with the fact that I also asked for a quiet room - both of which were noted in the paperwork - I was told that there was no guarantee that "special" requests such as two actual beds could be accommodated. Furthermore, the housekeeping staff wasn't great. My coffeemaker wasn't washed for days, and no one even took the time to wash the couple cups in the sink, even after I complained to the front desk.
Now, there are two reasons that I am not giving this property one star. One highlight was the concierge, Tyler. He was excellent, He was friendly, knowledgeable, and patient, and he worked with us to book some fun adventures during our time there. Second, the front desk claimed that they gave me a 'free' upgrade when they moved my room to the ocean-side, which I did appreciate. While the partial ocean view is somewhat of a joke since as I noted, this room is much closer to a three lane road than the ocean, it was less noisy than the first room I had. However, I wish the hotel would have noted, when booking, the side you choose makes a difference in terms of the noise. I didn't know that. I don't spend much time in hotel rooms when on vacation, and didn't initially book the upgrade because I thought it was just a matter of the view.
Lastly, if you do stay here, be prepared for some inconveniences and if you don't want extreme noise, book a room with a partial ocean view. Better yet, spent a little more and stay at the hotel right behind this one called Hale Koa, which is absolutely beautiful. To be honest, I would have left this hotel the first night if it had just been me, but we had other family members staying at the hotel as well, so I tried to make the best of it.