First, we arrived around 3:00 PM, but were told that our room was not ready. We ended up waiting nearly three hours before we were finally able to check in.
After checking in, we realized that the room was not the oceanfront room we had booked. It looked completely different from the photos shown online and was actually a garden-view room with a very limited partial ocean view. We went back to the front desk and waited another 20 minutes. Despite this, the staff insisted that the room was an oceanfront room. We requested a room change and were eventually moved to a slightly better room, but it still only had a partial ocean view.
There was no introduction or explanation provided at check-in. We were not even informed which WiFi network to use. We asked for a resort brochure, which was not offered initially, and followed its instruction to use the “Royal Kona Resort” WiFi. That WiFi did not work at all—poor connection and extremely slow internet. When we contacted the front desk the next day, they told us we should be using the Hyatt WiFi instead, which also did not work. In the end, we had to contact the internet vendor, Spectrum, ourselves to resolve the issue.
During our stay, the staff went on protest and strike, so our room was never cleaned, and towels were not replaced. The resort simply slipped a letter under our door stating that they did not have enough resources, which was not helpful at all.
Overall, the resort is old and extremely unprofessional. The Lagoon To