Kona Kai Resort and Spa

Terrible customer service – still waiting for a refund after 6 months I stayed at Kona Kai Resort in November last year with my roommate (I'm from Australia). Unfortunately, we were double charged for our stay. Despite showing clear proof via my bank transaction records, I’ve been trying to get a refund for over six months – without any success. There has been zero follow-up from the resort’s team. I’ve had to repeatedly call internationally (incurring extra fees each time), send multiple emails, and speak to various staff members, yet nothing has been resolved. It’s incredibly disappointing and unprofessional for a resort of this standard. I wouldn’t recommend staying here purely because of the lack of accountability and follow-through. International travellers beware – if there’s a billing issue, don’t expect any help.

Save your money and pay to stay at an actual resort, not this hotel with resort prices with none of the perks. The rooms do not come with a microwave (a simple expectation to say the least). The basic "free" wifi is worse than just using cell data. And parking fees being $46/day ON TOP OF the $46/day resort fee is just ridiculous.

The front desk team member was so fake with his welcome. I had a Chase reservation which came with an upgrade (if available) and breakfast. He tried to charge for an upgrade then decided it was not available when questioned. He then said breakfast was available in the dining room and when asked if I needed a voucher, he became quite aggravated. When I got to the room, it was a dungeon. I went out to the balcony only to be greeted with bird poop all over the table and the floor. It was not fresh so it had been there for a while. I went back to the front desk to ask if I could just leave and not get charged. While waiting in line, the couple in front of me got a free upgrade to the suite he tried to upsell me to! He said I could leave but as for charges, I would have to wait for a manager to come in the morning. The staff as a whole were absolutely wonderful and friendly. The dining room staff were stellar! It was just the front desk person who absolutely was unhappy with his life and perfected his false smile. He fools no one. The poop on the balcony was the closer of leaving the next morning.

Night shift were rude & unwilling to help with my request, and when my request was made, it was given to me with an attitude, !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

We loved Kona Kai! Our favorite amenities were the pool and the fire pits. Our view was great too! Staff was super friendly. Clean rooms. The bartender at the pool was really cool. Restaurant at the hotel was a little pricey for us but tons of options nearby.