2/10 Terrible
Ling
Travelled with family and small children
29 Dec 2025
Disliked: Amenities, property conditions & facilities
The check-in experience was the worst I’ve encountered in the U.S. in the past 20 years, and I never expected this from a Japanese-branded hotel in Hawaii during the Christmas holiday.
When I tried to ask about a reservation/room assignment issue, the check-in manager Ivy was extremely arrogant and dismissive. She didn’t listen to my questions and her attitude felt like, “I’m in charge here. I’ve seen guests like you. Take it or leave it.” After speaking with her, I honestly wanted to walk out of the hotel immediately — if our booking had been refundable, we would have left.
Here’s what happened:
We are a family with two small children and had two rooms booked through Expedia. The hotel told us that due to high occupancy, they could only place our two rooms on different floors across the two towers, and that if we wanted two rooms on the same floor, we would need to pay for an upgrade. I explained how inconvenient that would be for a family with young kids.
Expedia showed that we were eligible for a free upgrade as a member benefit, but the front desk said they could not see that option and asked us to contact Expedia and have Expedia call them. Expedia tried calling, but no one answered the hotel phone. I returned to the front desk with the Expedia live chat, hoping they could help.
At that point, Ivy called me over saying she could assist. I told her it was okay, but she then stood there and sarcastically
Ling
Stayed 6 nights in Dec 2025
