Nikko Guam

😡 The pool safety worried me because the lifeguard was on their phone and clearly wasn’t paying attention. There weren’t any pool towels, and our room had no towels either. We left in the morning and came back later in the day, still without any. When we called, we were first told towels would arrive shortly. Later, we were told they were all in the laundry and we’d have to wait another hour. Nobody had warned us about that. The room cleaning was poor too. Unused slippers had been left under the bed, and even after we asked for it to be cleaned again, the floor was still dirty. The cleanliness and service were unacceptable. I wouldn’t recommend this hotel.

The service from the people I dealt with was sincere and outstanding. Front desk agents, pool attendants, housekeeping, and food service staff were friendly and attentive, and Yasufumi, the omelette chef, was dedicated. The beach access is excellent, the location is convenient, the breakfast buffet has a good selection, and the pool and waterslide are fun. But the hotel’s policies and worn amenities made the $200+ per night price feel unjustified. This didn’t feel like a four-star stay. The water setup was especially inconvenient. I understand the eco-friendly idea of using carafes, but mine were empty when I checked in late at night, and I had to go from the 14th floor down to the 12th just to get drinking water. There were no refill stations in the lobby or pool areas. The gym opens at 8:00 AM, which is too late for a resort serving travelers. When I tried to work out early, I was sent back and forth between Nikko and the neighboring property. I lost valuable time and got only 15 minutes of exercise. Another guest said their room key had worked before 8:00 AM, which made the conflicting instructions and poor enforcement even more frustrating. The rooms look worn: an old stained luggage stand, dated bathroom tiles, and a mattress that felt far older than it was. Breakfast service also needs attention. By 9:30 AM, core foods such as rolls and bread were often running out, even though breakfast was listed as ending at 10:00 AM. The hotel should set an end time that matches the actual service. I also saw a pool lifeguard smoking behind a cabana, with smoke drifting toward the pool and waterslide. That was inconsiderate to guests who don’t smoke, especially in a guest-facing area. I regret not checking other traveler reviews first, since these policy-related problems seem to come up repeatedly rather than being isolated. The hotel needs its standards to match its prices. On future trips to Guam, I’ll unfortunately choose somewhere else.

The refillable glass bottles and water stations on each floor were a nice sustainable touch. The app made express check-in and check-out easy, and I used my phone as the room key. I never had to visit the front desk, which was very convenient. Live chat could respond faster.

The balcony view was stunning, and the outside of the hotel looks nice. Inside, though, it smelled moldy, and the carpet and sheets felt damp. The strong air freshener in my room made the smell worse and felt unhealthy, so I had to leave the balcony door open all night. The poor cleanliness and odor made the stay feel more like a cheap motel. Even with that beautiful view, I wouldn’t stay again.