Upon arrival, the very hip receptionist told me that she couldn't find me in the booking system. I looked at my booking and realized it was for the wrong date. I asked her if she had any availability and she said no, with really no empathy for the fact that a person will have to walk away and find another place same day. I used expedia to find one room left which she was surprised about. The next night, my keys didn't work. As I went to the front desk on a saturday night around 9pm, there was a kind of high school party vibe with a young woman behind the counter who wasn't able to help with anything but pointed to a young man sitting on the couch (did he even work there?) and what seemed to be a maintenance guy who was also behind the counter. Collectively, it seemed to be really unwelcoming.. except for for the young man who went up to my room and was able to get the door to unlock after reprogramming it. All i could think about is how on an island, it must be a challenge to staff a hotel of a botique hotel.. and I while i had empathy for them, I kind of wish that sentiment was reversed.. and the fact that I had to think about it was such a bummer! I do love the interior design, branding and amenities. Def the place speaks to me. For Kona, this place is a gem. It's clearly missing a high level person that is able to really groom the team to put their best "front of house" foot forward because after all... that's what should complete the botique / mid level / experience..