Courtyard by Marriott King Kamehameha's Kona Beach Hotel in Kailua Kona, HI

This stay was genuinely distressing and left us feeling helpless. We are foreign travelers and English is not our first language, but we made every effort to communicate politely and explain the issues repeatedly. Over three days, the hotel kept deflecting, dismissing, and refusing to provide real solutions, making us feel like we had to beg to be taken seriously. Even at check-out, the hotel did not offer a basic apology. Here is what happened: (1) Right at the start: As a hotel under Marriott, it doesn't have a shuttle bus. After we contacted the hotel upon landing, they only informed us that they would take care of the transportation by themselves. (2) Day 1: a clear bathtub safety hazard, handled in an extremely dismissive way We found an obvious safety hazard in the bathtub and requested maintenance. When the engineer arrived, there was no proper communication about what would be done. Instead, a housekeeping staff member rushed the engineer away and kept repeating: “This is not a problem, everyone is very busy.” We spent over 30 minutes trying to communicate, and nothing was resolved. We were essentially told to just “put up with it.” (3) Next: essential toiletries were missing, and the “solution” was unbelievable The conditioner bottle was empty when we checked in. After housekeeping the next day, it was still not replaced, as if no one even checked. We reported the situation and asked the cleaning staff to replace it. But, Only after we strongly objected did she come back with a key to open and replace it. It is shocking that a basic amenity was missing, and even more shocking that guests were expected to handle it themselves. (4) Then it escalated into a room-change dispute: zero respect for our religious needs Because of the bathtub issue and the risk of slipping, we requested a room change. The alternative room offered involved an arrangement that conflicted with our religious beliefs, which we clearly explained. The response was cold and dismissive. The hotel repeatedly insisted there were “no rooms available,” and the final “solution” was to refund us and have us leave the hotel late at night to figure things out on our own. In an unfamiliar place, asking guests to leave at night is not a reasonable solution. Is this really what a normal hotel offers? (5) During the same period: housekeeping and cleanliness failures became impossible to ignore In a room with two beds, only one bed was made; the other was left untouched. The bathtub, mirror, and sink had visible stains upon arrival. Even worse, the water marks/droplets we left in the tub before going out were exactly the same after “cleaning.” The bath mat and even hair in the bathroom were not cleaned either. (6) Returning at night: staff were absent and the hotel felt unsafe Multiple times, the entrance/doorman area and the front desk were left unattended for long periods. Our tour guide had informed the doorman in advance that we would return at 10 pm, yet when we arrived, the main entrance was locked and no one was there. We knocked and could not get help. A hotel that cannot even maintain basic staffing and access control at night is not safe. (7) Ongoing issue: only two bottles of water, never replenished for three days The hotel insisted that “each room only gets two bottles of water,” and during our three-night stay, water was never replenished. (8) The most heartbreaking day: I had to call 911, and the hotel offered almost no help I had a sudden medical issue at the hotel and had to call 911. While I was taken to the hospital by ambulance, no staff offered assistance or accompanied us in any way. The next morning, there were two brief phone calls asking how I was, but overall the response felt cold and far below what you would expect from a Marriott-branded property, with a complete lack of empathy. (9) Complaints and follow-up: almost impossible, to the point of breaking us down Trying to file a complaint was unbelievably difficult and emotionally exhausting. We made repeated attempts over three days. Even with Booking’s assistance, the hotel refused to respond, and in some cases, they hung up after hearing the reason for the call. The front desk also refused to provide manager/supervisor information. At first they only gave an email address; only after we insisted did we receive a business card, and follow-up still went nowhere. We came to Hawaii for a vacation, but instead spent three days dealing with these problems, exhausted and upset. For a hotel that claims quality and service, this experience is unacceptable. Strongly not recommended.

the worst experience i’ve been coming here for years with family and kids this last time they kids is out of the pool area because my kids where loud playing i’ve got two girls 7&6 years old they where in the pool playing just like any other kids we got so many complaints from staff every time my kids would call each other by name you can’t literally do nothing in the pool except sit still you can’t jump you can’t splash you can’t laugh or walk fast i was watching my kids like a hawk because i was frustrated with the accusations for the second day that we are there and they still gave me warning after warning every time my kid would walk from the Jacuzzi to the pool and you know kids can’t walk slow, especially when they’re around the pool and having fun. I understand that but you get kicked out the kids were being kids and I know there’s some kids that could be naughty and not listen but this is not the case. anyways, if you’re planning to come here with your little kids, this would not be the place to come.

We were in a quandary because our original booking (condo) did not materialize. Luckily, we found the Courtyard Marriott to be available and it was a seven minutes’ drive so it could not have been better. The location of the property is great, right by the water and very close to all the shopping and restaurants in Kona. So just for the location the property would get an extra star. Parking is free too. So that’s the good part. The rooms are just functional. Of the two rooms we booked, one had a weird smell, and, to our consternation, we found little black bugs in the bathroom sink. The phone would not work in the room either. The staff at the property was very average, courteous but not helpful. We also had a billing issue with the number of occupants needing to be adjusted but the front desk was not able to resolve it. I had to call Marriott reservations for this and the lady on the phone was surprised because the change had to be processed and approved at the property itself. Pretty ordinary experience

Stayed three times for work trips and every time the AC was atrocious. They have it turned down so rooms can’t go below about 73F. I thought it was maybe just a bad unit but three times…. I asked to change rooms on two of the stays.

We stayed in the hotel for 6 days and it was worth it. The rooms were big, and we had an oceanfront room, and it was really good. The resort had a big pool! The breakfast was amazing, it had so many options including, seafood, American fare, fresh fruits and lots of juices. It was really good in flavor. The hotel even had a private beach where we were able to do snorkeling! The resort is located in a about 15 mins from the airport and has plenty of restaurants at walking distance. We had a really good time at the resort!