Excellent except for the head concierge
Posted Dec 3, 2013
It was very good overall, but the concierge (the main one there, apparently) was NOT helpful and really extremely unpleasant. She was the most unpleasant people we've run into on several trips to Hawaii, and one of the most unpleasant in that position we've encountered in decades of international travel. She gave the distinct impression that it was all about selling us day trips, and she really didn't care whether or not we enjoyed the rest of the trip or not. Other people there were much more helpful and very pleasant, but she left a dark nasty stain on the entire trip for us. It was also very weird that the trips she sold us had very strange receipts that made no sense to anyone we asked, making us wonder if they were deliberately opaque. We could have gotten better rates and had a much nicer experience but NOT working with the concierge. It is not supposed to work that way. Normally, they negotiate a discounted rate with the day tours, keep part of the savings as commission and share a bit with the guests. Not here.
The location of this place is very nice and the unit we had was pretty good, although there were a bunch of things that didn't work right - e.g: original key we got worked only slightly better than a hairpin for opening door. We called about that and got it replaced, but wanting to avoid the nasty concierge we didn't try to do anything about the other items (entry light out, screen door that would either stick or pop off rail entirely