3.5 tops. Let me start with the room. I booked a partial ocean view, so imagine my surprise that our room directly overlooked the hotel driveway and valet station. A full view of the driveway. That should not even be a guest room, let alone categorized as a partial ocean view room at a 5 star resort. We seriously could not even keep the sliding door open because it was that loud. We were in the process of finding another hotel when Rick at the front desk found a room on a higher floor that was actually a nice quiet ocean view room. That was much better, and thank you Rick.
The room itself was a little small. As others mentioned, the furnishings are a bit worn. Also, if you have a "balcony" rather than a "lanai", you will have a ledge with railing, and that's it. This goes back to the whole room description/categorization issue. At this price point, don't pretend that a view of the driveway is a partial ocean view, or that a ledge is a balcony. The room had a wall of drapery, which seemed sort of dusty. Housekeeping was OK, but one day we had only 1 wash cloth. The next day we had only 1 bath towel. Wifi was $15 per day, and it was slow. Do not try to download a movie for your flight home the next day. These are not major issues, but at this price point I do expect to receive a full set of towels every day. And I will say it, if the Holiday Inn Express can provide free Wifi, why can't the Kahala? On that note, the business center will charge you $1 per page to use the printer (though no charge for boarding passes). And be sure to get there between 9 to 5 or you will be out of luck. I mention this because it is Hawaii, and most people will be outside from 9 to 5 enjoying themselves. Other hotels of this caliber have guest key entry to their business centers which allow access when it is convenient to their guests.
One thing that seemed a little off was that a seized jewelry auction was being held in one of the ballrooms on Sunday. I peeked in. It was run professionally, but seemed out of place and a little low-rent for this hotel.
The private peach is nice. The pool area was pretty nice. The pool service and food were good. All of the common areas were well maintained. Of course the dolphins and turtles are winners.
The restaurant Tokyo Tokyo is no longer at the Kahala, so there are only Plumeria and Hoku's. Hoku's is really good, we had dinner there twice. We thought Plumeria could only pull off breakfast. Happy hour was OK, but lunch was just bad. The problem is that you are kind of a captive audience out there, so they should step it up a notch or two. Keep in mind that if you take a taxi to Waikiki for dinner, it is about $50 roundtrip.
Also, please do not lie to my travel agent. My travel agent called twice and spoke with the operations manager and was assured that the construction work was finished as of Valentine's Day. We were there over President's Day weekend. As others have mentioned, there is ongoing construction work at the hotel. Yes, you can hear it at the pool. It was not the jack hammering that others have complained about, but there was the sound of power tools and pounding. At least be honest that there is ongoing construction work. While we were there the construction work was right off of the lobby and Verandah area. If you pulled back the curtain, you could see the power tools. That would otherwise be a nice view.
All in all, we have mixed feelings about the Kahala. It is beautiful, quiet, and peaceful. Hoku's was great. But, we have had far better all around service and accommodations in Waikiki.
Don't reserve a partial ocean view, and be sure to get a lanai if you want to sit outside.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
2 March 2012
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Thank you for taking the time to write a detailed review of your most recent stay. Your feedback is invaluable to us, and we will take your comments to heart to further our service standards. Kindly allow us to address each of your concerns:
Regarding your stay, our guest rooms are among the largest in the island at 550 square feet, and we are glad that Rick was able to find a room that better suited your needs upon your arrival. Although some of our rooms are furnished with French balconies, kindly note that these are never considered lanai rooms (the Hawaiian word for balcony). We apologize for the inconvenience you experienced in regards to Housekeeping. We are always happy to provide our guests with as many towels as they require, and our standard is to provide a full set of towels for each guest registered in the room.
We are currently looking into a providing a better solution for our Internet access, however, our mid-century building must be retrofitted for hi-speed Wifi and the infrastructure does not allow us to provide free access at this time. Our business center is available daily from 9 to 5, and guests are welcome to access the center after hours by contacting any of our front office staff.
With regard to our dining options, The Kahala will be opening a new Mediterranean dining concept from July 2012. In the meanwhile, the hotel’s four other dining outlets and 24-hour room service are available.
Finally, we would like to be clear that our integrity is very important to us. It would never be a staff member’s intention to lie to a guest or a travel agent, and we pride ourselves in having the utmost integrity in that regard. That said, we will be the first to admit there were several hurdles with the floor renovation of The Veranda lounge and Lobby lanai, and we are deeply sorry for the unexpected inconvenience to our guests.
We truly appreciate your feedback as our valued patrons’ comments can only help to better serve our guests. We hope to have the chance to be of service again and make you a true believer of The Kahala Magic.
With best regards,
This response is the subjective opinion of the management representative and not of TripAdvisor LLC