I understand Covid, etc etc. But perhaps if you cannot provide the hotel perks as advertised, you should limit the amount of guests staying at your property. The hotel Tiki Pool Bar was closed. No restaurant food. Very few alcohol drinks choices, if any. Dirty, no towels, no staff to be found anywhere, again they say due to "Covid" very disappointing experience. More like motel 6 than a spa resort.
We reserved a block of rooms for our wedding weekend and many guests had issues booking or getting in contact with the hotel. Many of my calls and emails were ignored as well. Once onsite there were many noise complaints of other guests partying in their rooms until the wee hours of the night that went unresolved by the staff. Overall it just seemed like Kona Kai staff didn't care.
The location of this hotel is AMAZING! The grounds are gorgeous. What was the most Impressive was the customer service. After a small miscommunication with the reservation company, the front desk fixed it immediately and there was not one hiccup after. The staff went To great lengths to make it a memorable experience. We visit San Diego pretty regularly and it was hands down the best hotel experience we have had so far. From beginning to end, it was an 11 out of 10. Thank you for spoiling my family!
I loved the fact that we were able to check in early and enjoy the amenities for free. We were hungry when we got there and went to the Vessel restaurant for lunch. The fish tacos were awesome. We enjoyed a nice walk along the marina. Our room had a marina view patio. It was a nice island vibe to it.
This might be an incidence of high expectations, however I was very disappointed in this property. The views from the property are gorgeous, however the property lacked attention to detail and service. Starting off when we arrived, there were no bath towels, hand towels, or washcloths in our room. I phoned and they were brought down right away, but they only brought bath towels! The resort view is a NO! There is almost no water pressure. The appearance of the room is clean, but don’t look too close. The curtains were stained, even with a substance resembling blood and there were items under the furniture, including old fruit and used gloves. On the second morning, I realized they did not replenish the supplies for in room coffee. When I called, they wanted me to tell them exactly what I needed for coffee. Really?! Coffee supplies! I had to call another night for coffee supplies as well. They only brought pods....no cups! Towel availability at the pool was regularly an issue. Not enough. They blamed it on their vendor. Last day, housekeeping didn’t come at all. I learned from another guest that they couldn’t get towels for room use!! Even though there was an adult pool, there were adults at the family pool that decided they wanted to be loud and use obscene language. They finally left when more families arrived, but I don’t feel like the resort would have addressed. They were loud enough for resort staff to hear. Lastly, we had dinner at the on site restaurant, Vessel. Service was poor to average. Never got a water refill, even though we asked. Had to ask/order things several times. However, the food and drinks were good. The resort fees are misleading. Example, bike access. Access is 1 or 2 complimentary/free hours before you get charged. And you had to download an app, etc. It wasn’t a total flop and we loved San Diego. If I had to do it again, I wouldn’t choose Kona Kai. I would probably go to La Jolla. …
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