Kahuna Beach Resort and Spa

The resort is lovely, and we had a pleasant stay overall when we visited this past April. The room attendants were superb, but the price seemed a bit high for the property's overall look and feel. Breakfast service had a hiccup: we waited 20 minutes before learning the first attendant hadn’t placed our order. A second staff member stepped in and got the food to us in under 10 minutes. The hardest part was checkout. I wasn’t there, but my husband saw a distressing exchange with my senior-citizen father, who was frustrated about an issue and may have been difficult. The male front desk attendant didn’t seem equipped to calm things down. He raised his voice, making the situation worse, and it felt uncomfortable to watch and short on the customer care we expected. He apologized after we spoke up, but the front-of-house team could use more training with elderly guests and high-pressure situations.

The nice view was the one thing that helped us enjoy parts of the stay, but overall it didn’t feel worth the price. Our staycation was disappointing because communication and guest handling were poor. We’d booked a 2 PM check-in and asked in advance about arriving early. We were told early check-in was possible at ₱700 per hour, so we changed our plans and arrived at 7 AM. At reception, we were told the room was still occupied and early check-in wasn’t possible. The mix-up between admin and the on-site team disrupted our schedule and caused needless inconvenience. We then tried to use the pool while we waited. We understood that it was reserved for checked-in guests, but staff asked us about three times whether we were checked in. It made us uncomfortable, as if we were being watched or judged, and took away from what should have been a relaxing visit. Better communication and more respectful treatment would have made a big difference.

Great location, food, and place, but the service was BAD!! For a well-known resort, the staff’s behavior was really uncomfortable. Whenever we made simple requests, they kept whispering and exchanging looks. It felt like they might be talking about, insulting, or backstabbing us, though that was just how it came across. Very unprofessional. The manager should review the cctv, take action, and address it with staff. 2/8/26 1:30pm

Most of the staff made my stay very pleasant. Check-in was smooth, housekeeping was meticulous, and the dining team gave wonderful service throughout. The front desk, though, was a real disappointment. I asked for help booking dinner at a nearby restaurant and was simply told, "We don't have their contact number." They made no effort to look it up or suggest another way to help. I found that unforgivable for a standard concierge request. The front desk is central to the guest experience and sets the baseline for service management. That unwillingness stood out against the high standards maintained by the rest of the excellent resort team. I hope this feedback helps improve front office training in future. Guest: International Hospitality Professional & Author