Staffs have lost passion and friendliness, very disappointed with "service" if any received. We booked a suite and it was like sleeping in an aircraft, AC vent is inside of master bedroom and unable to adjust sounds.

Our highly anticipated 3 night stay here was precluded by a 7 night stay in fun, but busy and noisy Waikiki. We booked here looking for peace, quiet and relaxation prior to returning home. Our initial impressions were most favorable. We were greeted with kokui nut leis upon arrival. Our luggage was promptly whisked away and our car was taken to be parked by valet. I was warmly greeted at the front desk as a Presidents Club member. My room was not ready, but was told that if we could wait, it would be ready in just a few minutes.

As promised, after waiting just a few minutes and viewing the beautiful grounds off of the lobby, the front desk manager introduced himself, welcomed us to the property and assured us that if we need anything, to just let them know and it would be taken care of. He introduced us to Paul, our bellhop. With our luggage in tow, he gave us a lovely explanation of the property, the restaurants, bars and all details that we should be aware of during our stay. I must say that this was probably the finest introduction to a resort property that I have ever received and that Paul is to be commended!

Our Garden View room was roomy and the balcony had a slight ocean view if you stretched your view to the right. The room was comfortable and for the most part clean, with the exception of some questionable stains on the bed apron which grossed out my wife. Little did I know that this is probably the worst room that we could have been placed in.

Let it be said that the grounds of the resort are unbelievable. They are spacious and lush with manicured beautiful gardens that are painstakingly raked and groomed daily by the gardeners. Numerous waterfalls are spread out amongst the property with more tiki torches and tall palm trees in one place than I have ever seen. The pool is spacious, however the pool deck is in need of repair and crumbling away. The lagoon to the side of the property and sandy beach is most beautiful and I enjoyed snorkeling with the fish and turtles on two occassions. In walking amongst the grounds of the property, I mentioned to my wife, that "this is what heaven must be like!".

With the exception of just one person, everyone that we came into contact with at the property was most pleasant, talkative, friendly and helpful. I wish that I could end my review here, as my rating would be 4 or 5 stars.

Unfortunately our second night of the stay was a complete disaster.

Preparing for dinner, a letter appeared under our door. It informed us of an emergency plumbing situation. It assured us that our water service would not be interrupted, but "for a few guests there may be some noise issues".

Now first of all, let it be said that I was not upset about the plumbing problem. I know that things happen and that is something that is almost uncontrollable. What did upset me was with how this situation was handled by the front desk and management.

Upon returning from dinner, we were horrified to find that the plumbing problem was directly oustide of our overlooking lanai. Working feverishly were two septic tank removal trucks, pumps and workers vaccuuming away all of the sewage of our resort. The noise increased as the night went on until 12:30 am, when we just could not stand it anymore. Now please, we are not prudes, but this is not what we had envisioned when we booked here looking for quiet, peace and relaxation. What happened next is inexcusable for any hotel, not to mention this, supposedly a 5 star AAA hotel. Wondering if we could possibly be relocated to another room, or even just wondering for how long the noise would last, I called down to the front desk. I let the phone ring, and ring and ring... no answer. Assuming that I had hit the wrong button, I tried again. Once again, no answer. I tried to call the concierge, and again, no answer there. For a hotel to make all of the promises that they did, and then not to even answer my call is inexcusable.

The next morning I went down to the front desk to express my dissatisfaction. I was told that I needed to speak to the front desk manager. Ursila came out and introduced herself. I explained to her the details of last night and expressed my dissatisfaction with the situation and the fact that my calls for assistance the previous night were not answered. Ursila was aware of the problem and said that I was not the only guest to have complaints. She was hoping that the issue would be resolved today, but said that she would reserve a room for me in the other wing if the issue is not corrected. I told her that is fine, but what about last night? I told her that I would like to be reimbursed for last night. Our rest was compromised and that we certainly were unable to use our lanai for the evening. Ursila informed me that managment is having a meeting that morning to discuss the situation and to decide what remediation might be made. She asked for my cell phone number and said that she would call as soon as a decision is made.

After spending some time at the pool, I notice a message had been left on my cell phone. Listening to my message, I had to listen to it a second time to comprehend what the decision had been. Ursila did call. Her message was "the situation has been resolved. All of the trucks will be leaving soon and they apologize for the inconvenience." That was it! No mention of being reimbursed for the night, not even a partial credit, a room upgrade or maybe even a discount off of dinner. Nothing.

I am in the client relationship business. Whenever a client is wronged, you to try to make it right. You try to smooth things over. Any attempt by them to acknowledge the situation and to try win me back was never attempted. In my mind this was a gross error in guest relations and needs to be brought to the attention of anyone considering staying at this property.

Yes, this is a beautiful property. 99% of the employees that we encountered were wonderful, but it takes just one bad apple to spoil the entire bushel.

There is a lot of competition in high end resorts, especially on the West Coast of this island. It is safe to say that I will never return here because of the very bad taste that remains in my mouth.