- Disliked: Staff & service
I was extremely disappointed with this well-rated hotel. We were excited about this trip. We have saved for a long time to do this. We wanted the full experience so opted for a nicer hotel, city pass, and booked our flight. Our trip was scheduled for when everything started shutting down due to Coronavirus. Both Hawaii and the state we are from were closing schools and businesses. Our children's schools were canceled and our sitters canceled on us. We called and tried to cancel our hotel reservations but the hotel told us to contact Expedia. We did the responsible thing. Our connecting flights to and from were to hotspots for the outbreak. Expedia finally got in touch with someone at the hotel and they refused to issue us a refund. They stole money from our family - 4 nights that we had saved hard for. I cannot believe they stole our money. This is unconscionable. The hotel should have reimbursed us for these extenuating circumstances or at the very least give us credit.