OUTRIGGER Kona Resort and Spa

We chose the OUTRIGGER for our anniversary after friends spoke well of it, even though we don’t usually stay at resorts or make much use of their amenities. From check-in on, the stay was frustrating. We’d booked a King Oceanfront room and arrived at 3:00 PM, only to be told there weren’t any King rooms available. The desk offered us a double-bed oceanfront room, but beyond complimentary parking, there wasn’t much effort or urgency to fix the problem. The room’s main view was of the noisy pool area, which didn’t match the relaxing oceanfront experience shown on the website. Manager Sally helped arrange a move for the next night, and we appreciated that. But while the change was being worked out, another guest was mistakenly given access to our room and walked in while we were changing. We were told it was a system error, but that doesn’t make the privacy and safety breach any less serious or uncomfortable. Most staff were unresponsive, and the repeated service failures left the experience far below what we’d expect from an OUTRIGGER Resort. We wouldn’t recommend staying here.

It was my birthday, and a courteous, welcoming check-in would have made the day nicer. Instead, Teresa at the front desk seemed disengaged, avoided eye contact, and gave little explanation. I had to ask whether anything was wrong before learning my room wasn’t ready. When I asked how long it might take, she said she didn’t know and that housekeeping would have to notify her, then asked me to wait in the seating area. After about 20 minutes with no update, I noticed the desk was unattended and asked Karen for help. She checked the system, found that my room had already been cleaned and was ready, and got me checked in promptly. I appreciated her professionalism and efficiency. I’d seen Teresa be warm and attentive with the guest ahead of me, so the difference in how I was treated stood out and made me uncomfortable. I hope management looks into it. Professionalism and consistent, respectful service matter, and every guest deserves that.

The pools were clean and warm, with plenty of towels and pool toys for kids. Oceanview rooms are new and have great views of the Pacific Ocean, and the 47 Club lounge had a good selection of food with attentive staff. The resort has been almost entirely redone. The small unfinished section is already being worked on, and Duke's is a good example, with a full renovation down to the studs underway. I’ve stayed at some great hotels over the years, so it’s hard to understand some of the negative reviews. Chuck and Tyler at Bell service, Teresa and Leanni at the front desk, and Nani in the Aloha Room were all professional and helpful.

Watching the mantas from the viewing deck was a real highlight. There were lots of activities, and I wish we’d had more days to try them all. We took my parents here for their anniversary last May, and the location and stay were pretty much perfect. We’ve visited every island and stayed with different brands across them, and the employees here were helpful and had the true aloha spirit I remember from our first few trips. The place is quieter and more relaxing, which is why we chose it, though Kona is a bit of a drive and there are only two restaurants. That’s the one downside for now. Once Duke's opens where the manta bar was in the previous hotel, this place will be a no-brainer. Thanks for a great stay. We’ll be back.