Simply put, the resort is a top drawer facility, everything is manicured and kept clean and finished to perfection by the staff. From the outdoor landscaping, pathways, ponds, pools, slides, groto and proximity to the beach, to the luxurious dining, grand entrance, tropical bird exhibits, wonderful shopping, great coffee shop and spacious rooms, we were delighted.More
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After emailing and phone calls to the operator over the past few days for requesting information for this month's activities, nobody seems to know or even try to get back to us. Operator pushed back and told us to keep calling back in another time. Really? Didn't expect this from Hyatt.
Aloha and thank you for your valuable feedback. We’re truly sorry to learn that you had a less than ideal experience with our operator. While an apology will not alter your experience, please allow us to extend one with all sincerity for the inconvenience caused to you. We hope we’ll have an opportunity to show you the aloha spirit and hospitality that we strive to give each and every one of our guests in the future. Mahalo.
Second time staying here due to a meeting and have had bad luck with rooms. The facility is OK but the rooms are in desperate need of an update. First floor rooms in our tower were dark and the carpeting was soaking wet in several areas. The smell of wet carpeting was prominent and finding mold growing all over the inside of our facial tissue box was more then enough to request a room change, which they kindly accommodated. Lobby is nice. restaurants are good and service is fantastic, but the rooms ... not so much.
Aloha and thank you for reviewing your recent stay with us, Tom. While we are glad you found our lobby nice and the restaurants good,We’re sorry to hear that your stay was less than ideal. We are please we were able to find your a more suitable guest room, but we will be sure to share your comments with our management team to ensure the best experience for our guests that choose to stay with us. We hope that we’ll have another opportunity to show you the aloha spirit and hospitality that we strive to give each and every one of our guests in the future. Mahalo.
Overall a very nice hotel, but be warned if you stay in the tower next to where the luau is held. I was on the 7th floor and the drums and the music were like they were in the room with you, especially the drums! I was only there two nights, Sat & Sun, and Sunday evening the performance was brief, maybe 30 minutes or so; however, on Sat night, it went on from about 6:00 pm to 9:00 pm (I think). I tried to watch a movie on tv, and I could barely hear it even though I had the sound turned up to the maximum level. IF I ever stay in this hotel again, I will ask to be in the other tower, which is away from the luau. I realize it's Hawaii, but to intrude upon guests who are not interested in the luau seems extremely rude to me. Aside from that, the hotel is very nice, and I have stayed there several times in the past. Either the luau is something new, or I was located far enough away that I couldn't hear it. The food is good...I particularly enjoy the breakfast buffet in the Swan Court. Very good hotel...just bring your ear plugs if you are on the "luau side" of the hotel.
Aloha and thank you for your valuable feedback. We are pleased you enjoyed your stay overall and that you found our biffet breakfast in Swan Court good. We are sorry to learn that the sounds of the Lu’ua negatively impacted your stay. In the future, if there is any way we can make your stay more comfortable while you are with us, please let us know, and we will do our best to accommodate you. We hope you'll consider visiting us again and allow us another opportunity to really "wow" you. Mahalo.
Hotel Service and cleanliness were fine, but hotel is in need of an update for the price. The location is the best part of the hotel. Ocean Front Room was great and lots of whale activity right from the Balcony!
Aloha and thank you for your review. While we're thrilled you enjoyed your stay overall and that you found our service and cleanliness fine, we're sorry to hear that your stay was less than ideal. We will be sure to share your comments with management to ensure the best experience for our guests that choose to stay with us, and we hope that we’ll have another opportunity to show you the aloha spirit and hospitality that we strive to give each and every one of our guests in the future. Mahalo.
Be aware of the convenient 15 minute ocean view walking path to the Whalers Village with wonderful opportunities to eat and shop. Also within walking distance is the opportunity to catch a catamaran whale watching and sunset cruise,surfing lessons and snorkeling tours. Book dinners at the Hyatt restaurants early.
