Grand Hyatt Kauai Resort & Spa in Koloa, HI

I have been a loyal executive business and personal traveler for years, and stayed at the Kauai Grand Hyatt twice. I am shocked that Hyatt would – for lack of better words – in my opinion, cheat (misrepresent) my wife and I out of my World of Hyatt rewards for what was our vacation. Specifically and in no uncertain terms, my status level allows me – Per Hyatt’s own website, “YOUR CHOICE OF … Club Access Awards … Relax in the Club lounge … ” When Hilton makes this promise for my HHonors, they honor it, no questions asked. In fact, when I stay at a Hilton, my key is set to just let me into the HHonors lounge. It’s rather commonplace in the industry and not rocket science. Yet, for Hyatt, after spending many nights at Hyatt’s in the past year, when I showed up at the Kauai Grand Hyatt resort, I was told access to the club was “sold out.” “Sold out?” I asked – How can an amenity be “sold out”? What’s for sale? For that, I got a lecture that “maybe next time that I come” I can “purchase” (what is supposed to be a given). I was also told that there is fine print somewhere that says “subject to availability.” I was extremely polite and much to my surprise, I could hear the very SAME conversation going on next to me between ANOTHER unsuspecting Hyatt customer and ANOTHER Hyatt check-in agent. After the lecture that I embarrassingly received, unlike other resorts (where they greet you with a beverage and lieu) we were sent on our way to go find our room. Considering this trip was with my wife and was for pleasure, the surprise is exponentially unacceptable. Hilton does not rely on fine print – just good service for those who are loyal customers. Considering I pay way more for a room at a Hyatt, I expected better, not worse treatment.

Shame about building works, but the place is paradise! Loved the adult pools and in room dining. All the staff were helpful and accommodating. It was really a once in a lifetime stay on the island.

We made our first trip to Hawaii 25 years ago (Maui) and some friends we travelled with then headed to the Grand Hyatt Kauai afterwards. After talking with them about how amazing the property was, I knew that I wanted to stay here someday. We are currently here for our 25th wedding anniversary and thought we would splurge to finally stay at the Grand Hyatt in an ocean view room. Unfortunately, the hotel has been more of a disappointment than I anticipated, but I also now realize that it is geared for families, World of Hyatt point redeemers (that’s not us – we are paying full freight, average $1000 a night for the room) and people who buy travel packages at Costco. For people using their Hyatt points/status for a family vacation, this is a wonderful property and I can see the appeal. For a couple wanting a romantic trip for two and paying out of pocket, this is a less desirable property (IMHO). A few specific thoughts in case this is helpful for others: On the plus side: The spa is outstanding. We had a couples massage that was truly wonderful, but you are paying for it ($700ish). The facility is excellent. The workout area is spacious and well maintained. A+ for the spa. Self-parking is complimentary and easy to use. The staff are very friendly. Ellen at the pool area is great. The manmade saltwater pool and beach area is a nice alternative to the actual beach, which is just too rough to accommodate swimmers, etc. No snorkeling in this area of Poipu. The Honolulu Coffee shop in the lobby area has good coffee and breakfast. On the negative side: Our room is ocean facing but the lanai is clearly smaller than what was shown on the website (looks like the corner rooms all have smaller lanais). Added to that is the fact that one end of our lanai opens to a public area between two wings where there are the trash bins, maintenance and housekeeping storage and access, random people walking up and standing around, and everything rather echoes from the various floors given the design. We also look at a wall on that side of the lanai. I think if we had status with Hyatt, we would probably not be in this room. I had asked in advance if we could have a quiet room for our anniversary, and I wouldn’t call this room quiet. Note: another friend who stays here with some regularity mentioned to me that the partial ocean view rooms are better from her perspective because the ocean view rooms tend to be set back and the partial ocean view rooms are not (and still see the ocean). As others have said, the décor of the rooms is a bit dated. The bed is very firm. The ceiling fan only has one speed (although the wall switch shows four speeds) but I am glad to have something as it’s warm and I can understand what folks have said about keeping the rooms cool. Both our TV and our safe stopped working but engineering came by, and they were fixed. The pool area, which is quite large, always seems to have trash around – both on the decks, in the plants, and even in the pools. Even early in the morning before the crowds arrive. A couple of times, the towels I’ve been given are really stained. The adult pool is not totally monitored for adults only. On our first day, it was packed and people kept bringing their kids to the adult pool. Tidepools was disappointing for our 25th anniversary dinner. We were seated in the middle of the restaurant next to a small water area across from the kitchen (the more romantic tables are around the outer edge of the restaurant facing the koi ponds. The food was just average - things like no butter served with the bread, one piece of broccolini with the steak, overcooked pasta, etc. They brought a complimentary dessert to us for our anniversary, so that was nice.

We had an excellent experience. Our room had a great view of the beautiful property and the ocean. The pool, beach and property are all excellent. In addition, the food was excellent.

We split our anniversary trip on the North and South shore. We stayed at GHK and from the get go the service was terrible. We asked for a late checkout due to our flight leaving late, said we had to check back the day before our departure. On the day before we checkout they of course they would not accommodate, we had to pay an additional $300. All of the staff here looks very unhappy. Tidepools food was not good at all. We have had dinner reservations at our spots and hotels on the South and they are amazing. Merriman’s, Red Salt, Beach House. The food at this hotel is not good at all. There was a roach and several other insects in our room. The grounds are pretty but the actual resort is dirty, they do not keep it clean. If you want to stay here just be prepared, they are not nice or friendly or accommodating. When we stayed on the 1 Hotel we asked for a late checkout and at no cost got a 4pm checkout. It’s a family friendly resort but if you are looking for great service and good food this is not the hotel.