The Kahala

An unique hotel tucked away from Waikiki and provides a more seclude for tourists and visitors. The highlights at this getaway include live ocean life in their courtyard (hawaiian sea turtles, manta rays, dolphins) for locals like myself to enjoy publicly and walk through. I have dined at their facilities and attended weddings here numerous times, all very beautiful and eloquent.

I had a wedding at the Kahala. We had friends and family members stay for an average of three nights. Although the wedding itself was amazing (good location; and great food and beverage service), the service and experience at the hotel was horrible. Here is what happened to us–
1. We got a smoking room, when we explicitly told them that we were nonsmokers and did not want a smoking room or smoking floor. When I complained, they moved us. They thought they were doing us a favor, and decided to move us two hours before the wedding ceremony.
2. They got our luggage mixed up, and delivered someone else’s luggage twice. They told us that they were confused by the fact that so many people had the same first name initial, and last name.
3. My friend’s laundry went missing. She had gotten it sent out to be cleaned, but some of her clothes never made it back.
4. We tried to get a fork and knife from room service. When we called, there was no response and we were placed on hold for five minutes. Then we were told that it was OUR fault since we were calling at a busy time of the day. My friend, who works in the travel industry, had to tell them that they should then staff accordingly.
5. The bellman attempted to throw our luggage into the trunk – he missed and the luggage hit the rental car, leaving a scratch. He said, «Wow.That was heavier than I thought.» My partner had to load up our own luggage as we were leaving.
6. The worst part has been the billing and accounting/​reservations desk. There was a charge on my credit card I didn’t understand. When I called the resort to ask where the charge came from, they passed the blame onto each other – the reservation blaming the accounting, etc. it’s been 48 hours, and no one has explained to me where the charge came from and to whom it pertains. I also had to remind them about the 500 room deposit, and ask for it. I wonder: what would have happened if I didn’t double, triple check all of my bills and invoices from the wedding?
7. The staff at the front desk were rude, and treated us pretty much like garbage.
I have stayed at other Leading Hotels of the World, including the Shilla and the Faisano in Brazil. The Kahala does not deserve to be part of LHW. In fact, the night before we checked into the Kahala, we stayed in a small hotel in Waikiki that was a third of the price. The service we received there was far superior to that from the Kahala.

This hotel is in serious need of a cosmetic upgrade. The lobby and rooms are old and dated. The hotel does, however, have two great things going for it: the beach and the food. The beach is spectacular and the food at this hotel is very good. Otherwise, I would have checked out. Don’t bother with the pool, it’s small and retro.