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at the Four Seasons Resort Oahu at Ko Olina
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Disappointing Customer Service
Sep 25th, 2020
Back in June, I booked three night stay for October at a rate which I can cancel without penalties. At that time I was charged for two night stay as a “deposit.” Later in July, after I realized that pandemic is not getting any better soon, I cancelled by booking. However, I have not gotten my deposit back for almost three month. I contacted the hotel multiple times, but they refused to provide any information about when they can get my deposit back to me. I had really enjoyed my previous stays with other FS properties, but this experience with FS Ko Olina is really dissappointing. I think how they are handling this issue, is way below what one would expect from Four Seasons brand. TRIPADVISOR.COM USER
Five Star Service for a Special Sunday Brunch
Sep 6th, 2020
We travelled to Oahu in February 2020. We planned to celebrate my father's 80th birthday with a beautiful brunch at the Four Seasons Resort Oahu at Ko'Olina. As we were travelling as a family of 13, my husband and I went the day prior to our reservation to get a sense of the layout of the restaurant. When we were there, we encountered a very friendly and helpful person who introduced herself as Lucy and offered to assist us with any inquiry we might have. When I explained that among our group, we had an infant as well as persons with mobility issues, Lucy (who turned out to be a manager), walked us through the restaurant to show us a table that would be conducive to providing us with a beautiful view, privacy for our family as well as proximity to the buffet offerings to minimize the walking distance. She took the time to speak with us about our family which led me to share that my grandmother had recently passed away and this was a difficult time for us. I really appreciated her kind and thoughtful words. At my father's brunch, Lucy came to make sure that my family was having a wonderful time. She was such a pleasure to work with - a true asset to the Four Seasons. She exemplifies what we love and appreciate about the Four Seasons - that they strive to treat each guest as a welcomed individual person. Needless to say, the brunch was amazing with excellent food and service. If ever visiting Oahu, definitely make the weekend brunch a part of your island experience. TRIPADVISOR.COM USER
refusal and delay to refund payment for room
Aug 27th, 2020
Pre-covid shutdown, I booked a one-night stay before our return to the mainland. Our vacation rental, our airline, our car rental cheerfully refunded our money. I fully paid for the room at Ko Olina in advance. The Four Seasons has yet to refund our money for our July 30th reservation that I cancelled on June 24th. They claim it's due lack of staff to do the processing. Customer service is no help. Do not prepay. Even though Four Season's policy is to refund due to Covid related shutdown, the Oahu property is holding our money. For a hotel chain that has 5-star service, this property is not living up to Four Seasons standards. TRIPADVISOR.COM USER
wonderful service and very relaxing
Jul 6th, 2020
We have stayed in this hotel multiple times since Four Seasons took over the ownership and never disappointed us. Service has always been four season standard. Staff at beach and pool are so responsible and care for each guest with heart. There're some water equipment you can borrow at the beach which is no extra cost (love this at four season than ritz). sometimes hotel host event on weekends so make sure you check calendar. Hotel offers free shuttle if you wish to go Ko Olina downtown. The spa is nice too especially if you can do it at one of the ocean facing hut. Kids program is a great relief for families (also no extra cost for service). Room is comfy and spacious, bathroom and vanity area is big enough to place essentials. Some minor comments wish the hotel can improve over the time to make it more perfect: 1) spa at ocean front hut - you need to put a sign in front of the hut to remind other guests to stay away. One time I was in service, there were a couple walking by and tried to open the door . 2) breakfast buffet is on an expensive side but not many choices, but we don't have other places to go. For guests stay at hotel multiple nights, we do get bored with the same item everyday. 3) you've a few sit down restaurants but i wish you offer a few more quick bites/casual eats station that can open throughout the day. These stations can setup along the pool or near beach. You had something similar at special event which is a great idea, but wish these stations can be pop up during the normal days as well. 4) one time we found group of golden color ants in our room and climbed up to my kid's luggage (and of course became her nightmare for a while:). Knowing there'd always be insects around, but you could consider put non toxic pest control. 5) appreciate the little gift to welcome kid guest, but noted the gift has been the same for a few years already:) we stayed at Mandarin and they have kid t shirt with hotel logo in front and kid's name sewed at back, which has been one of the best hotel gift. Wish you can consider more options. TRIPADVISOR.COM USER
About our 30th stay at this hotel
Jun 10th, 2020
The staff are lovely, the hotel is gorgeous. My mother Gail Collins and I stay at the Four Seasons twice to three times a year for so long now. The bay is gorgeous - all three bays offer different experiences. I love swimming and snorkling and this is the perfect place to do that. The great shopping is close by, the restaurants are wonderful, the staff so friendly. We will always return to this beautiful hotel. We are made so welcome and during a rough time helped my mother out so much. It is pricey but for pure luxury - this is the place to stay. It's worth it. TRIPADVISOR.COM USER
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