After staying at the King Kamehamehs's Kona Beach Hotel, now owned by Marriott, I have to post a new review. I try very hard to stay away from doing negative reviews, but with such a large corporation like Marriott, I felt it was necessary.
The Hotel has lost most of the staff that used to work there that always made you feel like you are the most important person in the world. Yes, there are still a few left, who try so hard to accommodate the Guest’s needs, but they simply cannot do it all.
The Wait Staff in the Dining Room is just plain HORRIBLE, there is no other word to describe how inattentive and uncaring they are and for the price they are charging, you would EXPECT premium service. The only person who works at the restaurant that we encountered who seemed to care was the Gentleman Host (One of the Employees who have been there for years). The staff is great at clearing dishes from the table, but could care less if you need or want something. And do not waste your money on the Dinner Buffet. When they finished the remodel from the Tsunami and Marriott didn’t own the place it was GREAT, but now that Marriott took over the food (and the service) just plain suck!! Prime-rib tuff and crab rubbery, not a big choice and not worth the price.
The room was not clean. Not to the degree of it being uncomfortable, but enough to make you turn your head. The bathroom was full of water spots on the chrome and black marble counter top, giving the impression of it not being cleaned. One of the rooms we were in had something spattered on the counter, mirror, and wall... I would have thought this was just one instance, but we had to move rooms three times and each of the rooms had something ‘dirty’, in addition to the feeling the bathroom was just not clean. Another room had un-emptied trash in a can. Another room had a dirty bathroom floor. Most things were simply something that would have taken just the “extra effort”. For instance they did a huge remodel and the cloth chair in one room had 8 inch strings hanging off the seating area from the upholstery... How simple would it have been to get a pair of scissors or pull the threads? Just many ‘little” things, not enough to gross one out, but like I said things to turn your head. Please know that the room change the first time is because the Wi-Fi has a very low signal in areas of the hotel - if this is important to you check the wi-fi before unpacking.
Talk about Customer Service..... Half way through our vacation we went to bed one night and “someone” or “something” was banging on the wall. I called the front desk at midnight, 2am, 3:30am, 5am, and at 7am was absolutely was at my wits end. Each time I was told they would send someone from Security. Finally at 7am the person at the front desk reported that security had never gotten back to them, but assured me they had looked into it each time and that they will send someone again and provide a follow up call this time. Delirious from the banging and no sleep, they offered to send someone “again”. At 8:30, I had not heard from anyone and I was ready to start pounding my head into the wall. I called again and the front desk person explained there was a fan banging the wall in the room next to us and that it was drying the carpet where there had been a water problem and that there was nothing they could do about it. She offered to change our room. We packed EVERYTHING up and waited for someone to bring us the key to the new room. The Bell Man came with the new key, (Another long-time Employee with compassion and a brain) helped move us down the hall and I shared the story. After we got moved; he went to inspect the noise himself. He came back to report that it was simply a lampshade banking on the wall from the fan. OMG!!! Could the “others” who went in there, (if anyone did at all), not have figured that out or did they just not care??? We were given to free Breakfast buffet. We went down for the Breakfast buffet and it was just as bad, if not worse than the food and service at the dinner buffet. My son got sick from Breakfast ans we were both so tired we lost an entire day of our vacation, just simply from poor customer service.
The gals at the outside pool bar are all wonderful (old employees) and always very friendly and accommodating. Sit at the bar or hang around the pool it’s very relaxing, but if you expect to lounge by the pool, there are very minimal quantity of lounge chairs – be prepared if you want one..
Marriott needs to step up!!!. They took a quaint little local hotel that was comfortable and had decent food and employees who cared about guests; that I have always rated top of the line and have turned it into an ‘average” place, hardly to Marriott standards.
So, if I went to stay there again, I wouldn’t eat there- no matter how starving I was and I would stop at Wal-Mart and buy a bottle of cleaning stuff to spray things down in the room and definitely will not expect much customer service from employees except the old timers and it’s very easy to figure out which ones they are.
The Hotels up North are much more expensive, some pretentious, some have their benefits, but they just simply are nowhere near town, This is why I have stayed at the King Kam, but next year I will have to think seriously as to what I want to do...
In conclusion, I still gave it a half-way rating because aside from the Royal Kona, down the street, where the rooms have tile floors and remind you of buffet apartments, this is the only hotel on the water, right in the town of Kona, not run down and walking distance of so much.
All rooms are identical, except for their view - aside from the 'ocean front' at the end of...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC