I hope everyone who sees this review will avoid this hotel!!!
1. Extremely poor security, and the hotel's explanation is completely illogical. I was able to open the door to room 3104 with my room key from room 3106. We contacted the hotel ourselves to ask if other people's room keys could also open our door. The hotel replied that they would remake the key cards and it wouldn't happen again, but the second key card still opened their door. When we contacted the hotel through Ctrip, their explanation was that room 3104 hadn't locked their door... their luggage was in the room, but they weren't there, so the door closed naturally. I don't understand if the hotel's definition of locking the door meant someone needed to lock it from the inside. This is such a perfunctory explanation. (I initially thought the handwritten room number at the front desk was 3104, which is why I went to check into that room. However, upon opening the door, I found luggage inside. At first, I thought the hotel had given me the wrong room, so I went a long way back to the front desk to find out I was given 3106. Otherwise, I wouldn't have known that one room key could open multiple rooms.)
2. The room the hotel provided did not match the booking, and they were adamant about not accepting any negotiation. I booked a pool-view room, but upon check-in, I learned I was given a room on the first floor. I asked if I could change to a higher floor, but the front desk firmly refused. Sure enough, when I arrived at the room, it was completely different from the photos on Ctrip. I could only tentatively call it a partial sea view room. The hotel check-in time was 4 PM, and we arrived at 4:30 PM. I wasn't particularly late, but they firmly refused my request to change rooms, stating that they had already arranged this first-floor room for me that morning, with no room for negotiation. I contacted Ctrip, and they also felt the room they provided did not match the booking, but unfortunately, Ctrip contacted the hotel, and they also refused to change the room.
3. The room was completely unsound; it felt like living in a paper house. You could hear everyone talking clearly in the hallway next to your room, including guests in the opposite room with their doors closed, and even a child crying was clearly audible. The sound of raindrops from the garden side could be heard all night long, because the dripping water from the eaves on the first floor and into the garden pond was very loud. Plus, the small room was near the elevator, and each floor had air conditioner units opposite the elevator, making the noise terrifying; you could hear the machines constantly humming in your room.
4. The room was very damp. The hotel's sea view faces Kauai Beach, and the strong waves bring in a lot of moisture. Therefore, I think the rooms on the first floor were the worst, because they were even more damp. Many of the fixtures that would rust were rusty, including the lights, balcony locks, sliding door tracks, etc. The bedding also felt damp and uncomfortable to sleep on. My room had a curtain track, but no curtains, so they just used a wooden three-fold sliding door. The room was on the 1st floor, facing the garden and pool. For security and privacy, the folding door couldn't be left open all the time, and closing it made the room dark... so I really felt I was given the worst room imaginable! (I noticed the room next door had curtains.)
5. Hotel renovations are still ongoing, and the completion date is unknown. During the renovation period, the temporary check-in counter was on the 1st floor of Building 2. We were given a room on the 1st floor of Building 3. We had to take the elevator from Building 2 to the 3rd floor, walk halfway down Building 2 to reach the 3rd floor, and then take the elevator back to the 1st floor – extremely inconvenient. There were only valet parking staff at the check-in entrance who would only help carry our luggage to the check-in counter. This meant we had to drag our luggage around a lot to get to our room ourselves. There were no porters to deliver luggage to the room. It seems like this is the case at Outrigger; the Outrigger on the Big Island where I stayed the previous few days also didn't have porters.
This was a hotel that gave me an extremely poor experience. I can only thank the Ctrip customer service for their quick response. They also helped me apply for a price difference for a sea view room and some other sea view rooms as soon as possible. During the Chinese New Year, nobody wants to make things complicated and ruin their good mood while traveling in a foreign country. So I had no choice but to bite the bullet and stay for 3 nights.
Original TextTranslation provided by Google
