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at the Kona Coast Resort
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Hawaii during Covid 19
Nov 15th, 2020
Large 3 bedroom on 3 levels with large patios. Air conditioning absolutely needed. Limited use of pools and restaurant closed due to the pandemic. Not something they can control. Quiet restful week, much needed. TRIPADVISOR.COM USER
Poor customer service, strange policies
Oct 23rd, 2020
My family and I spent six nights at the Kona Coast Resort just after the reopening of Hawaii to tourism. We had two rooms, a Honu suite and a Honu one bedroom. Below are the things that made our stay disappointing. As a side note the resort was very empty during our stay. 1) Pool reservations: Due to COVID-19 each room gets a limited number of pool reservations, basically one every other day of your trip (regardless of how busy the pool is). Luckily we had reserved two rooms, so we were able to visit once per day. The staff was very rigid with enforcing this policy despite the limited number of guests at the resort. You simply cannot visit the pool more than once per day. Also, you cannot visit the pool on the last day of your trip, as this is their policy (and despite nobody being at the pool). This was a big annoyance. We promised to leave the pool by checkout (10am) but were still told no. Again, nobody was at the pool. 2) Cockroaches: We found dead and alive cockroaches both inside and outside of our units. We understand these bugs live in the climate on the island, but it would be nice if they were picked up before our arrival. 3) No late checkout. The checkout is relatively early at 10am. We asked if we could have a late checkout and we told no without an explanation. We could understand if the resort was busy and the rooms needed to be turned over, but this wasn't the case. 4) Lousy customer service. Due to the "no late checkout" rule, we asked if we could add another night to our stay. We were told that we would need a new reservation at a minimum of two nights. This was their "policy." This seemed ridiculous to us as the resort was empty and we were offering to pay full price for another night. Does the resort not want our money? We asked to speak to the manager. He or she was unavailable so we left a message with the individual at the front desk. We never received a call back. 5) Maintenance needed. We needed to request the building lights be turned on at night and the hot water to be turned on. We also had issues with shower pressure, toilets not flushing, and certain TVs not working. Each of these concerns was addressed timely but it did make for an annoyance each time. Also, the staff informed us that in order to address the hot water issue we needed to leave our unit (no reason provided). We exited our unit, but forgot to remove our "do not disturb" sign. They refused to enter our unit despite my verbal permission. So we returned from our excursion and put the sign away (again a "policy"). A little ridiculous. Finally, they didn't even need to enter our unit to fix the issue, just flip a breaker. Overall, the resort needs more "Aloha" spirit. I get enforcing rules, but have some flexibility when times warrant it. It would have gone a long way for our stay. TRIPADVISOR.COM USER
Horrible place with roaches
Jun 7th, 2020
We began our stay finding out that our king bed was 2 double beds. There were 2 couples in our family group. We reserved a suite with 2 king beds. The staff denied that we specified this, but the truth was they didn’t have rooms with 2 king beds. My spouse and I slept apart on our expensive Hawaii vacation. The staff were not accommodating and much less than friendly, except for the ones trying to get you to purchase timeshares/units There is no beach or golf access, even though the pictures suggest otherwise. The kitchen was crawling with roaches. The bathroom was nasty. The pool was over crowded with locals, no chairs. We left very disappointed in ourselves for choosing this place and for not reading the bad reviews. Please don’t make the same mistake we did!!! TRIPADVISOR.COM USER
Not worth your money
Apr 20th, 2020
Not sure how this place has a 4 1/2 stars. Maybe a 2 star! We stayed here for a week back in December for my husband’s birthday and were not impressed with both the staff and the unit we stayed in. The staff that checked us in didn’t seem to care about anything much and were not friendly at all. The room we were assigned to was old and outdated and needed renovation badly! Super old furniture and rusty facets and bathroom was not well maintained. While watching tv, we encountered flying cockroaches on the ceiling the first night we arrived and every night after. We called the front desk to report the issues but they didn’t seem to care about it too much and told us that it’s common for cockroaches to mingle with people in the units! We’ve stay at many different hotels/condos in Hawaii and this was definitely the first time we encountered flying cockroaches flying around inside our hotel room. TRIPADVISOR.COM USER
Why we keep coming back.
Mar 24th, 2020
We have been coming here for years. Sure, some things were getting old and worn out but hark! Its all been upgraded. In 2017, we had a bug issue that was very unpleasant. Before this trip March 4, I called ahead and spoke with Judy in reservations. I was able to select our room, she made sure maintenance was aware of our last problem and she even left a card and little gifts for my husbands birthday. The room was very clean and comfortable and we never saw a bug ( the C. bug, yuk). It rained a lot, a lot more than ever before. I wish they had a door mat inside the entry. We always made a mess coming in. They do stock it well (coffee filters, dish soup/sponge, laundry detergent -- bring your own dryer sheets cuz theres a lot of static--, dishwasher soap) and they brought a vase for my flowers. The ice maker was outrageously load so we just turned it off at night. We like the location, close to several farmers markets and a shopping center, nice little snorkel beach 5 minutes down the road. The staff was always nice, the grounds well kept, security at the front gate.This is like the 7 or 8th time we've been here. We will be back. TRIPADVISOR.COM USER
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