"Very disappointing experience, especially for families travelling with infants. Unfortunately, this was the only negative part of our Hawaii trip.
Communication regarding the authorization hold was inconsistent at check-in, which created unnecessary confusion and stress. We also experienced extremely slow service for a simple request for plates and bowls to prepare baby food, eventually needing to purchase them ourselves after waiting over 45 minutes while our baby was hungry.
The biggest frustration was the late checkout situation. We were initially told complimentary checkout until 1 PM was available, only to have that reversed later the same morning. For guests travelling with a newborn, the lack of flexibility was disappointing — especially when the hotel suggested paying for an additional night but still could not guarantee room access before 4 PM.
To make matters worse, the “king bed” did not feel like a true king size and was noticeably smaller than expected for a family travelling with a baby.
Luxury hospitality should include convenience, communication, and compassion for families. Unfortunately, this stay felt more policy-focused than guest-focused, and I would not recommend this property to friends or family travelling with infants.
Also, rooms for the following night still appeared available online at the time."
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