Just returned from another fantastic stay at the Kea Lani. Rates were fairly high last week and I had booked a Fairmont Room for $399 and was using a certificate to a guaranteed upgrade to a POV room. F&F rates were even higher than the $399. The rate I booked was non-cancellable.

A few days after booking I spoke to an excellent Virtuoso agent who a friend of mine had put me in touch with. Apart from being a Virtuoso agent, he also happens to have a very strong connection with the Kea Lani in particular. To make a long story short, the hotel allowed him to take over my "non-cancellable" reservation and for the same $399 rate he got me a full OV room (without using my certificate), the daily buffet breakfast for two and a nice goodie basket in the room full of cookies, chips, soft drinks, chocolates and more (this in addition to my platinum amenity).

I received a fantastic room at the end corner of one of the towers which was slightly larger than the regular suites and which had a large wrap around balcony and amazing views. The service at the hotel was outstanding and we even received a call from the General Manager on our second day asking us how we were enjoying our stay and asking us to call him directly if there was anything he could do to make our stay more pleasant. And, if all that wasn't enough, the hotel graciously gave us a 6pm checkout as our flight wasn't leaving until the evening.