- Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel grounds, accommodations, and amenities were lovely, however ... DO NOT BOOK EXCURSIONS THROUGH THE HOTEL. My friend and I booked the ATM Cave expedition through the hotel; essentially, the hotel called the local tour company (Maya Walks Tours - who are incredible, by the way), and booked us 2 seats. The tour (from Maya Walks) was $95 each, or $190 total for the 2 of us. The hotel charged us a 10% service fee (I get it; they made the phone call on our behalf), but also, charged an additional 20% “commission” fee. I still have no idea what this means (I shouldn’t have to pay the hotel a commission; I don’t own the tour company. Further, I am sure the hotel also charges the tour company a commission, for getting them 2 additional bookings). When we asked the manager about this, his response was, and I quote: “well, we are in the business of making money”. My friend and I were completely put off by this response; this was the absolute wrong thing to say, and soured the whole stay for us. Charging us $20 to make a phone call is bad enough (many concierges will do this for free / as a part of their job), but to charge us almost $60 to make one phone call is absurd. And on top of all of this, they initially charged us $330, or $140 for the phone call; we had to argue at check out to get it “down” to the 30%. Ka’ana Resort is clearly not focused on customer satisfaction, and at least they were honest about it (“we are in the business of making money”).