Kona Village A Rosewood Resort

Review from a guest who frequented the original Kona Village 2-3 times a year since the 1970’s. I approve. While it is expensive and more bougie than the original, the Village still retains the unique characteristics that separate it from any other resort in Hawaii. I don’t like but understand why the rates are high because they are needed to support operations with such a low room count and huge area to maintain and preserve. If you want to stay in your room and just spend time at the pool go to the 4 Seasons next door. But if you want to have a cultural experience, how many places are there where you can live amongst and walk through 900 year old petroglyphs or view where Hawaiian queens bathed. Where else can you experience one of the best diving sites in the island right outside of your room. It is not for everyone but the new owners did a good job of preserving what made Kona Village special while updating it to uber luxury and modernizing it. One suggestion: Hire and train more local workers. While it is tough to find help, what made the original special was the people. There are a few locals like the head bell captain who understands the true Aloha spirit but the place needs to cultivate more people like this.

This was our second stay at the “new” Kona Village, early September last year and again earlier this month. The hale design and amenities are first-rate and make for a wonderful, comfortable stay. We particularly love the large bathrooms and roomy outdoor lanai area. The grounds and landscaping are beautiful and extremely well maintained. We appreciated the overall dining menu enhancements, much improved from a year ago. The beach area has added shade options, much to our liking; while swimming in the bay continues to be a most relaxing, memorable activity. Service overall from every department was exceptionally friendly and professional. The “ohana spirit” is much more apparent than a year ago. Special recognitions are as follows: Jericho in Reception was really personable at check-in and helped secure the same hale we enjoyed last year. We had great service from Sean at breakfast and requested him each morning (he quickly remembered my standing order). Gabriela with In-Room Dining was a delightful voice on the phone and friendly help in having lunch delivered to our hale lanai each day. We also had the pleasure to meet Daniel Scott, Rosewood Regional VP, and speak with him at length about our personal highlights in visiting KV numerous times since 1980. Kona Village “was” and “is” a totally unique and relaxing vacation experience, both the “old” and the “new” versions. Yes, a lot has changed and is different. However, bottom line, it is still Kona Village through and through, for which we are very grateful.

This review is based on the assumption that this is a 5 star resort. The price one must pay to stay there puts it in that category. The quick review is this: incredibly beautiful resort. It’s less refined than its Four Seasons neighbor but in a good way. The “ service” is sorely lacking and no where near its FS neighbor where we’ve stayed numerous times. There did not appear to be enough staff to go around. Maybe it’s because there weren’t many guests although we were told they were at 80% capacity. If that was true there were a remarkable amount of free chairs by the pool etc. noone was “ reserving” lounges in the morning with a hat and book only to return at lunchtime. The food was good. Not great. If you want great go to the FS Beach Tree. On two occasions the wait staff added a gratuity on their own. The first time I left the pool and asked the server if I needed to sign the bill. She said it will be charged to the room. It was plus her 18 dollar tip. The second time we ordered lunch and a drink. My wife’s lunch came out first. She was fine by the time I got my drink ( 20 minutes). My meal didn’t come for 30 minutes. Our waitress left and a new one came with my late meal. No explanation. That bill had a 28 dollar gratuity added. These charges were reversed after I complained ( I learned that this might happen by reading previous reviews). The check out person had to ask her manager what their policy on auto gratuities was as she “ didn’t know what they do here”. That was odd. We received a nice complimentary bottle of Mai tais that we placed in our fridge. It disappeared after the cleaners came. When we complained we were told that they do that sometimes but couldn’t explain why. Something about making sure it didn’t go bad. Again, odd. On numerous occasions we were unable to get through to the front desk and room service (? Understaffed). When we checked in they told us they would call us when the room was ready in 15 minutes-no call after two hours. The Talk Story bartender tried to give me my 36$ glass of wine in an obviously filthy wine glass. Some of the valets were not friendly. The guy who works the smoothie/coffee shop made it seem like it was an inconvenience to him when ordering a couple drinks. The spa was nice but there were people chatting away on cell phones in the common area. Not really the hotel’s fault but you’d never see that allowed at the FS. In summary Kona Village needs to do a lot of work with its staff if it ever wants to be considered a true 5 star resort. I’ll be back to see if they’ve upped their game. It’s truly a beautiful property. Check your bill when you leave!

PROS: - The property - The views at the property - The live music CONS: - Everything else. We so wanted to love Moana! But even as a (too) forgiving individual, the restaurant was just…. bad. Service was painfully slow, wrong dishes were delivered, flavors were interesting enough (i.e. scallops with a unique bbq-type aftertaste) but *nowhere* near the level that warrants the prices. The couple behind us were complaining loudly when we arrived about the experience being “totally unacceptable.” We chalked that up to their being bratty & privileged, but in the end, they weren’t wrong. The servers were all very nice and lovely — it’s not their fault. This is more a Rosewood issue. Even aspects like the restroom — towels on the floor, a sink not draining, etc. Very surprising. Dinner at the down-to-earth Jackie Hey’s (sp.?) in Kona was approximately 17,000x more impressive, across the board. Also surprising. Vaguely chaotic exit too with the valet, who seemed like he was being run ragged. Moana is still finding its footing. It’s got a long way to go.

I can’t understand any remotely negative comments about this place. Literally paradise. Food is amazing (new chef!), staff is super friendly and efficient, and the property is breathtaking. Rooms are also beautifully designed. Felt sad to leave.