Jean H.
Yelp
Vibe: On the water/beautiful view from lobby, and it ends there. I have been to countless Marriott resorts over the last 10-15 years with our four children and this one misses the marks on many levels. The entire hotel is falling apart, paint missing from door jams, chunks out of the walls in hallways and rooms. We stayed here in 2012 and it looks like nothing has been done since.
Pool Area/Food Ordering: Our first day we went to the pool, which is not a "Resort" style pool, a basic rectangle, nothing special and small for the amount of people there. The hot tub wasn't working, cold/warm-ish water both days we went to the pool. I felt like we were at a Courtyard or Residence Inn, nothing special, especially for the high prices we paid for two rooms our entire stay.
Pool Food Ordering: Since they host events and conferences and weddings, I am not sure what happened. We ordered two kids meals that took over and hour to get, got no updates from our server, had to hunt someone down to find our food. The pool is service is extremely slow and almost non-existent.
Quality: This is not even as clean as a Courtyard and so dated, this entire hotel needs a major update including the pool/hot tub area, they have a lot of grass area which is nice and games to play so our teens spent their time there and not in the pool, which is unusual for them when on vacation. The name "Resort" has certain meanings, which this hotel did not meet.
Parking: What a joke, so freaking expensive to park here, we brought 3 cars, because we were going different places upon departure. I asked for a discount since we are Platinum and we were parking them ourselves and they refused. I asked if we can skip the 1k points upon check in and give us free parking for one vehicle instead, and they refused. We are Platinum Elite members
Check-In: The Check In process was very long, we got a call from our credit card company because she charged us for three rooms. The older gal who checked us in, said she only had one ocean-view room left to upgrade us to, so we took it. Our kids were a level below us in a second room. When we walked in, I immediately started coughing because I have asthma and there was a terrible tobacco smoke smell in the room. We called her and she said she didn't have any more upgraded rooms to offer, but the resort didn't seem very crowded or offered us a two full-bed room, for my husband and I which we passed on which meant, we were on the opposite side of the hotel as are teen children, which was unfortunate. Nothing offered for the hassle of having to change rooms.
Rooms: Found rodent droppings and piece of rodent in our older teens' room, and droppings in our room (paid for 2 rooms), brought this up when we checked out, the initial worker waved the "resort fee" which is a big joke, we had kids in the rooms with rodents/droppings we discovered the last day we checked out when we moved furniture in both rooms. After she basically offered us nothing, we told her we need to speak with a manager. He gave us his card, we have emailed him multiple times, and zero response from the manager or Marriott. We asked for our room fees to be reduced by 50% or waived given kids and rodents for four nights/five days. He said he would have to get approval from his boss, and we haven't heard from him since. We also found droppings in our room (second room), when checking out because we move furniture and bedding to make sure we don't leave anything behind.
Service: We had a couple of friendly people there, especially
that guy at the bar/coffee area in the morning, other than that the service fell quite short with the rooms being dirty/rodent/droppings, lack of immediate action with a major health code violation and lack of concern regarding the situation and the condition of the room. We were paying $1000/night for two rooms, and this is not like other resorts we have stayed at with a 5 start level experience like we have stayed at in Kauai/Koloa Landing, Ko'Olina Marriott Oahu, both are family resorts with top notch service and amenities. We will not be returning here. We came in 2012 and 2024, but this will be the last visit for us, and nothing about our stay here was relaxing with the issues we had start to finish.