The Luxury Hotels of Hawaii
Mar 30, 2010, 8:00 pm
#46
Join Date: May 2008
Location: Orange County, CA
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Posts: 1,265
Just finished 3 marvelous nights at FS Hualalia. I'll attempt to emulate fellow FTer Ether's review format, which I really like.
Overview
The Four Seasons Hualalai is located approximately 7 miles north of Kona International Airport, which is on the west (leeward) side of the Big Island of Hawaii. The hotel itself has approximately 228 rooms on approximately 30 acres. It is located within the master-planned resort development of Hualalai, which also offers private residences and two golf courses. The development is located approximately 5 miles away from the nearest off-site restaurant/market, and approximately 11 miles from downtown Kona. A car is required for getting around.
Pre-Arrival Concierge
About 3-4 weeks before arrival, the concierge contacts you to arrange for any reservations, activities, etc... They also ask if you have any special requests.
Made several restaurant, spa, and activity reservations - all flawlessly handled.
However, I asked for extra water at turn down and a humidifier in the room, neither of which was done.
Design
The hotel is an approximate 1 mile drive from the front gate of the Hualalai development. The design is "island tropical", with no building taller than 2 stories. The lobby is a free standing building that is open air on 3 sides. Lots of dark island woods, comfy places to sit, and fresh flowers.
Rooms are broken up into freestanding bungalows, each containing up to 4 rooms. Most rooms on the lower level have outdoor showers. Average room size is 635 sq. feet, but some rooms are slightly larger than others - a function of the individual bungalow design, and not a function of room category. Due to the spacious layout and design of the property, you will have to do a lot of walking to get from your room to the various restaurants, pools, spa, etc... For those not inclined to walk a lot, you can phone the bell desk to pick you up in golf cart, though we rarely observed anyone do this.
Arrival
At the main gate of Hualalai Resort, you must check in with the guard shack, who takes your name and notes the vehicle description. As you pull into the roundabout at the valet, there is a greeter assigned to your specific car, and you're greeted by name. The greeter seamlessly hands you off to a front desk agent waiting at the lobby entrance. You're escorted to a comfortable seating area (there are several different areas for different sized parties), offered a traditional lei, a cold towel, and a very small mango mai tai welcome beverage. Your room contract is contained within a leather portfolio, and you're asked to confirm room rate, fill in your address, and sign at the bottom. (as a short aside, I don't know why most FS properties make you fill in your address even after your travel agent provides it with your reservation...).
From there, you are again seamlessly handed off to a bellman with a golf cart that has your bags pre-loaded. If you're a first timer, you are offered a brief tour of the property before being driven to your room.
Oceanview / Oceanfront Room
All non-suite room categories are substantially similar in size and layout; it is only their location and view that differ. All rooms are reported to be 635 square feet, though since we changed rooms 1 day into our stay, I can tell you from personal experience that this number is approximate. There was a good 50 sq. foot difference in our two rooms, with the lower category room being bigger!
The front door enters into a small foyer. Straight ahead is a small walk-in closet and full-length mirror. His and hers clothes racks, and his and hers suitcase racks. To one side of the foyer is the bathroom. Traditional FS style with double vanity, separate shower and tub, and enclosed WC. If you have a lower level room, the outdoor shower is accessed from inside the main shower. There is some bamboo thatching that provides both shade and privacy above your outdoor shower.
Bath amenities are all L'Occitaine and are in generously sized bottles. Similar to the Mauna Kea review by Obscure2K, there are also 2 sets of robes - a traditional heavy waffled FS robe, and a lightweight japanese robe. Just don't steal the hand lotion...for some reason there is a sign in the room that says you can buy the hand lotion for $8 or some ridiculous figure. Perhaps they meant to say you can purchase additional hand lotion?? Why would someone need so much hand lotion
Who knows... Of particular importance to me was the fact that the hotel offers ultra-plush genuine Q-tips, not the crappy chinese cotton swabs that other lesser hotels (and even some FS properties) offer.
To the other side is the bedroom area. There is a TV credenza with large LCD TV, DVD player and a hidden small refrigerator, a round dining table with 2 chairs, and either a chaise lounge or a single sitting chair with small reading table (depending on the room layout). Strangely, there is no work desk. Though I was on vacation, I would have appreciated a work desk in lieu of the indoor round table. Wireless internet available for a fee (I believe $14.99).
On the far side of the bedroom is the lanai. On the lanai there is a round table with 2 more chairs and foot rests.
If you choose to leave your sliding glass door open while you sleep, there is a locking screen door to keep the bugs out. For added privacy and security, the full-length wood shutters inside the room are on sliders and can be locked in a secure position that can't easily be opened from outside. This is a really nice touch I wish more beach properties would do.
The rooms were renovated last year, and I believe new slate flooring was installed. However, there is also a large rug in each room, under the bed area. After hearing a weird sound everytime I walked near the bed, I lifted up the carpet to discover there was no slate underneath - just plywood. While functionally this does not change anything, it seems somehow inappropriate in a hotel that charges $1000+ per night.
Turndown Service
Typical excellent FS turndown service, with a couple special twists. They of course turn down the bed, lay out your slippers, close all the shutters, and put water next to the bed, etc... In addition to this, they also burn your choice of aromatherapy scents so the room has a subtle pleasant smell to it. The other difference is their shoeshine service. I have used FS shoeshine many times, but never have my shoes come out like this. Every part of the shoe, from top to bottom, inside and out, was thoroughly detailed. The sole looked like it had never been walked on, and the upper looked brand new! Amazing!
Room Service
We ordered a room service breakfast one day. It was delivered exactly 3 minutes before our requested time, which could have been a rounding error on my watch. Perfect timing. Room service attendant was very friendly and we chatted the entire time he setup the lanai table. Food was good, but not great. Pretty much on par with the breakfast buffet quality. Table was cleared during regular housekeeping service. Only nitpick was $5 delivery charge in addition to mandatory 18% gratuity.
Pool / Beach Service
It is important to note that 90% of the beach at FS Hualalai is unswimmable. There is only a small 25-yard long strip that is considered swimmable. Both fully exposed lounges and European style cocoon cabanas are available at no additional charge. There are plenty to go around, and they are all parallel on the same row - no one is in front of you or behind you. Drink service is best around Seashell and Beach Tree. Kings Pond and Palm Grove are largely ignored, though there is a snorkel station at Kings Pond, and the attendant can call a drink order in.
Each crescent has its own pool. Kings Pond is brackish water and is stocked with over 4,000 fish - included a couple eagle rays. Not a true swimming pool, but it's great for snorkeling with the kids. Not too many adults/couples here.
Seashell Pool is specifically designed for families, and there are some neat hidden alcoves, shady spots, and I believe even a small waterfall. Also, there is a small pool just for little tikes in the Seashell crescent. Lots of shady spots to sit and watch your kids, and a fair number of sunny spots to lay out and tan. Attentive drink service as well as a little ice cream cart.
Beach Tree Pool is the "main" formal pool. It's perfectly rectangular and has a teak deck around it. A good mix of cabanas and sun lounges. Full drink service, very attentive.
Palm Grove Pool is the most secluded, and I never actually saw anyone in it. I rarely saw more than 4-6 people in the general palm grove area. No drink service. There are hammocks and day beds surrounding palm grove - a nice switch from the standard chaise lounge and euro-cabana.
The Spa Pool is laned and is the only pool designed for lap swimming.
The Spa and Hualalai Sports Club
The Spa is located inside the larger "Hualalai Sports Club" complex. Treatments start at $170 per 50 minutes, or a whopping $3.40 per minute. I know, this is a strange way to look at it, but it really got me thinking about the value.
Anyway, I digress...I had 2 treatments and enjoyed them both. Neither were "the best" (if there really is such a thing), but both were on the upper end of the spectrum. My wife had 2 treatments and felt the same way.
The locker room is generously proportioned and has a eucalyptus steam room, a dry sauna, cold plunge, hot spa, outdoor showers, indoor showers, and all the toiletries a man could want.
The workout facilities consist of a spin / group exercise room, a hot Bikram yoga room, a pilates reformer room, a cardio room, and a weight room. Select pieces of equipment are located outdoors, though I don't know why you'd want to run on the treadmill outside in 84 degree heat. There were several group classes every day, and I believe the prices were fairly reasonable - around $15.
There are more tennis courts than I could count, a basketball court, a rock climbing wall (extra charge), and of course 2 golf courses. I don't golf and I know nothing about it, but I think I heard someone say something about $240 for a round. Not sure.
My wife is super picky when it comes to gyms/spas, and she said hands down this is the most complete, best hotel gym she has ever visited.
Beachtree Grill
This is Hualalai's newest dining venue, and it is heavily advertised in all the Big Island tourist guides. It's open for Lunch and Dinner, and also serves the pool area. The official description is Cal-Ital, but IMHO it winds up being a bit ho-hum, especially given the price tag. After tasting about six dishes throughout our stay, the best thing we ate was the Ahi Tuna burger, which is actually ground tuna with some seasoning mixed in, formed into a burger patty. The worst thing we ate was the Hawaiian Rainbow Roll. I have had better supermarket sushi. Everything else was just food. Average check is $30 per person.
Pahui'a
This is the resort's main breakfast restaurant, and is also the signature restaurant. Breakfast is either a full buffet or a limited a la carte menu. We had the buffet everyday, and it was good but not great. Plenty of selections and everything was fresh, but the prepared dishes lacked a punch of flavor. Perhaps they have to under-season food because of all the kids? Don't get me wrong...it's a great way to start the day if you have breakfast in your package...I just wouldn't pay $30 for it everyday.
Closed for lunch.
Dinner, on the other hand, was spectacular. I arranged for a special tasting (not offered on the menu). Chef Jacob was happy to oblige, personally calling me to find out our preferences and restrictions. With a couple small guidelines, we let him have carte blanche, and what a wonderful job he did. Very fish centric, heavily raw/crudo, and a bit of local island beef. $160 per person. Easily 1, possibly 2 michelin star quality in both food and service.
Lava Lounge
This is the formal bar at the resort, and is located atop Pahuia. It's the perfect place for a sundowner, and offers several specialty cocktails. Like most FS formal bars, they serve a snack mix with cocktails. Attentive servers, but bar was slow to mix cocktails.
Checkout
When we were ready for checkout, we phoned the bell desk and they had a golf cart at the door within 5 minutes. IMHO it felt like a long time to wait, but it is a large property and we provided no advance notice.
The checkout process was nothing special, though there were some anomalous charges that required further explanation. To my surprise, the front desk was unable to provide any further detail than simple 2-word descriptions like "Spa Service", etc...I was informed they would have to talk to the individual departments to request itemized receipts. Are they using technology from the 1970's or what?
It's getting to the point now that I have more anomalous charges on my FS checkout bills than not. I am starting to think FS as a chain trains staff to err on the side of the company, not the customer.
Pluses
- Easily earns its reputation as #1 hotel in Hawaii
- Staff are genuinely friendly and go out of their way to make you feel special
- World Class Spa
- Excellent dinner at Pahui'a
- Amazing grounds
- Everytime you return from a car trip, they say "welcome home, how was your trip"
Service Issues / Nitpicks
- Valet staff greet you by name the first time you arrive, but not thereafter
- Staff in general does not seem to remember names, except for people staying multiple weeks and frequent guests
- Room requests were not properly noted
- FSPP amenities were ignored due to an error in the reservation. I had to manually correct this on our second day. Based on another review, this seems at least somewhat common
- More than almost any other FS I have visited, they seem to nickle and dime you to death at every turn. Internet - $15, cocktails - $18+, orange juice - $10, small bag of chips - $8, ginger crusted macadamia nuts - $30, room service delivery fee - $5, deluxe in-room fruit tray (about 4 pounds of fruit) - $75
- Unlike some other FS properties, I really feel like the staff wait around just a moment too long...as if they are waiting for a tip. I would much rather prefer an option to add gratuity at the end of a stay, like on a cruise ship. I REALLY disliked taking out a $5 bill everytime someone came to our room or brought our car around.
Special Notes and Interesting Facts
- The hotel is VERY kid friendly and has a children's activity center/program. If you want a secluded adults-only hotel, this may not be the best hotel for you. That said, 95% of the kids were well behaved and did not interfere in our enjoyment at all.
- All water from drinking taps, showers, toilet, etc... is reverse osmosis treated
- As has already been mentioned, Michael Dell owns the resort (and neighboring KVR).
- Personally, I don't see the point in paying the premium for oceanview, as the view was not that great. I would opt for golf-view and negotiate a paid upgrade on arrival. It will save you a ton of cash, and there is no difference in the physical rooms themselves. However, if the ocean is your priority, I strongly recommend booking premium oceanview or oceanfront. regular ocean view is fairly obstructed
- For the best sunset views, book an oceanfront room at the northernmost bungalow of each crescent.
- Paid upgrades at the time of arrival are, space permitting, very matter of fact and easy to get. The front desk staff even have a little spreadsheet showing the upgrade prices. Upgrading this way as opposed to pre-booking the higher category appears to yield an approximate 20% rate savings. We could have had a Deluxe Oceanview Suite for $2025 per night, compared to FSPP rate of $2600. Not a bargain, but better than full price. I would guess that during periods of low occupancy you might be able to get manager approval for an even lower rate.
Overview
The Four Seasons Hualalai is located approximately 7 miles north of Kona International Airport, which is on the west (leeward) side of the Big Island of Hawaii. The hotel itself has approximately 228 rooms on approximately 30 acres. It is located within the master-planned resort development of Hualalai, which also offers private residences and two golf courses. The development is located approximately 5 miles away from the nearest off-site restaurant/market, and approximately 11 miles from downtown Kona. A car is required for getting around.
Pre-Arrival Concierge
About 3-4 weeks before arrival, the concierge contacts you to arrange for any reservations, activities, etc... They also ask if you have any special requests.
Made several restaurant, spa, and activity reservations - all flawlessly handled.
However, I asked for extra water at turn down and a humidifier in the room, neither of which was done.
Design
The hotel is an approximate 1 mile drive from the front gate of the Hualalai development. The design is "island tropical", with no building taller than 2 stories. The lobby is a free standing building that is open air on 3 sides. Lots of dark island woods, comfy places to sit, and fresh flowers.
Rooms are broken up into freestanding bungalows, each containing up to 4 rooms. Most rooms on the lower level have outdoor showers. Average room size is 635 sq. feet, but some rooms are slightly larger than others - a function of the individual bungalow design, and not a function of room category. Due to the spacious layout and design of the property, you will have to do a lot of walking to get from your room to the various restaurants, pools, spa, etc... For those not inclined to walk a lot, you can phone the bell desk to pick you up in golf cart, though we rarely observed anyone do this.
Arrival
At the main gate of Hualalai Resort, you must check in with the guard shack, who takes your name and notes the vehicle description. As you pull into the roundabout at the valet, there is a greeter assigned to your specific car, and you're greeted by name. The greeter seamlessly hands you off to a front desk agent waiting at the lobby entrance. You're escorted to a comfortable seating area (there are several different areas for different sized parties), offered a traditional lei, a cold towel, and a very small mango mai tai welcome beverage. Your room contract is contained within a leather portfolio, and you're asked to confirm room rate, fill in your address, and sign at the bottom. (as a short aside, I don't know why most FS properties make you fill in your address even after your travel agent provides it with your reservation...).
From there, you are again seamlessly handed off to a bellman with a golf cart that has your bags pre-loaded. If you're a first timer, you are offered a brief tour of the property before being driven to your room.
Oceanview / Oceanfront Room
All non-suite room categories are substantially similar in size and layout; it is only their location and view that differ. All rooms are reported to be 635 square feet, though since we changed rooms 1 day into our stay, I can tell you from personal experience that this number is approximate. There was a good 50 sq. foot difference in our two rooms, with the lower category room being bigger!
The front door enters into a small foyer. Straight ahead is a small walk-in closet and full-length mirror. His and hers clothes racks, and his and hers suitcase racks. To one side of the foyer is the bathroom. Traditional FS style with double vanity, separate shower and tub, and enclosed WC. If you have a lower level room, the outdoor shower is accessed from inside the main shower. There is some bamboo thatching that provides both shade and privacy above your outdoor shower.
Bath amenities are all L'Occitaine and are in generously sized bottles. Similar to the Mauna Kea review by Obscure2K, there are also 2 sets of robes - a traditional heavy waffled FS robe, and a lightweight japanese robe. Just don't steal the hand lotion...for some reason there is a sign in the room that says you can buy the hand lotion for $8 or some ridiculous figure. Perhaps they meant to say you can purchase additional hand lotion?? Why would someone need so much hand lotion
Who knows... Of particular importance to me was the fact that the hotel offers ultra-plush genuine Q-tips, not the crappy chinese cotton swabs that other lesser hotels (and even some FS properties) offer.To the other side is the bedroom area. There is a TV credenza with large LCD TV, DVD player and a hidden small refrigerator, a round dining table with 2 chairs, and either a chaise lounge or a single sitting chair with small reading table (depending on the room layout). Strangely, there is no work desk. Though I was on vacation, I would have appreciated a work desk in lieu of the indoor round table. Wireless internet available for a fee (I believe $14.99).
On the far side of the bedroom is the lanai. On the lanai there is a round table with 2 more chairs and foot rests.
If you choose to leave your sliding glass door open while you sleep, there is a locking screen door to keep the bugs out. For added privacy and security, the full-length wood shutters inside the room are on sliders and can be locked in a secure position that can't easily be opened from outside. This is a really nice touch I wish more beach properties would do.
The rooms were renovated last year, and I believe new slate flooring was installed. However, there is also a large rug in each room, under the bed area. After hearing a weird sound everytime I walked near the bed, I lifted up the carpet to discover there was no slate underneath - just plywood. While functionally this does not change anything, it seems somehow inappropriate in a hotel that charges $1000+ per night.
Turndown Service
Typical excellent FS turndown service, with a couple special twists. They of course turn down the bed, lay out your slippers, close all the shutters, and put water next to the bed, etc... In addition to this, they also burn your choice of aromatherapy scents so the room has a subtle pleasant smell to it. The other difference is their shoeshine service. I have used FS shoeshine many times, but never have my shoes come out like this. Every part of the shoe, from top to bottom, inside and out, was thoroughly detailed. The sole looked like it had never been walked on, and the upper looked brand new! Amazing!
Room Service
We ordered a room service breakfast one day. It was delivered exactly 3 minutes before our requested time, which could have been a rounding error on my watch. Perfect timing. Room service attendant was very friendly and we chatted the entire time he setup the lanai table. Food was good, but not great. Pretty much on par with the breakfast buffet quality. Table was cleared during regular housekeeping service. Only nitpick was $5 delivery charge in addition to mandatory 18% gratuity.
Pool / Beach Service
It is important to note that 90% of the beach at FS Hualalai is unswimmable. There is only a small 25-yard long strip that is considered swimmable. Both fully exposed lounges and European style cocoon cabanas are available at no additional charge. There are plenty to go around, and they are all parallel on the same row - no one is in front of you or behind you. Drink service is best around Seashell and Beach Tree. Kings Pond and Palm Grove are largely ignored, though there is a snorkel station at Kings Pond, and the attendant can call a drink order in.
Each crescent has its own pool. Kings Pond is brackish water and is stocked with over 4,000 fish - included a couple eagle rays. Not a true swimming pool, but it's great for snorkeling with the kids. Not too many adults/couples here.
Seashell Pool is specifically designed for families, and there are some neat hidden alcoves, shady spots, and I believe even a small waterfall. Also, there is a small pool just for little tikes in the Seashell crescent. Lots of shady spots to sit and watch your kids, and a fair number of sunny spots to lay out and tan. Attentive drink service as well as a little ice cream cart.
Beach Tree Pool is the "main" formal pool. It's perfectly rectangular and has a teak deck around it. A good mix of cabanas and sun lounges. Full drink service, very attentive.
Palm Grove Pool is the most secluded, and I never actually saw anyone in it. I rarely saw more than 4-6 people in the general palm grove area. No drink service. There are hammocks and day beds surrounding palm grove - a nice switch from the standard chaise lounge and euro-cabana.
The Spa Pool is laned and is the only pool designed for lap swimming.
The Spa and Hualalai Sports Club
The Spa is located inside the larger "Hualalai Sports Club" complex. Treatments start at $170 per 50 minutes, or a whopping $3.40 per minute. I know, this is a strange way to look at it, but it really got me thinking about the value.
Anyway, I digress...I had 2 treatments and enjoyed them both. Neither were "the best" (if there really is such a thing), but both were on the upper end of the spectrum. My wife had 2 treatments and felt the same way.
The locker room is generously proportioned and has a eucalyptus steam room, a dry sauna, cold plunge, hot spa, outdoor showers, indoor showers, and all the toiletries a man could want.
The workout facilities consist of a spin / group exercise room, a hot Bikram yoga room, a pilates reformer room, a cardio room, and a weight room. Select pieces of equipment are located outdoors, though I don't know why you'd want to run on the treadmill outside in 84 degree heat. There were several group classes every day, and I believe the prices were fairly reasonable - around $15.
There are more tennis courts than I could count, a basketball court, a rock climbing wall (extra charge), and of course 2 golf courses. I don't golf and I know nothing about it, but I think I heard someone say something about $240 for a round. Not sure.
My wife is super picky when it comes to gyms/spas, and she said hands down this is the most complete, best hotel gym she has ever visited.
Beachtree Grill
This is Hualalai's newest dining venue, and it is heavily advertised in all the Big Island tourist guides. It's open for Lunch and Dinner, and also serves the pool area. The official description is Cal-Ital, but IMHO it winds up being a bit ho-hum, especially given the price tag. After tasting about six dishes throughout our stay, the best thing we ate was the Ahi Tuna burger, which is actually ground tuna with some seasoning mixed in, formed into a burger patty. The worst thing we ate was the Hawaiian Rainbow Roll. I have had better supermarket sushi. Everything else was just food. Average check is $30 per person.
Pahui'a
This is the resort's main breakfast restaurant, and is also the signature restaurant. Breakfast is either a full buffet or a limited a la carte menu. We had the buffet everyday, and it was good but not great. Plenty of selections and everything was fresh, but the prepared dishes lacked a punch of flavor. Perhaps they have to under-season food because of all the kids? Don't get me wrong...it's a great way to start the day if you have breakfast in your package...I just wouldn't pay $30 for it everyday.
Closed for lunch.
Dinner, on the other hand, was spectacular. I arranged for a special tasting (not offered on the menu). Chef Jacob was happy to oblige, personally calling me to find out our preferences and restrictions. With a couple small guidelines, we let him have carte blanche, and what a wonderful job he did. Very fish centric, heavily raw/crudo, and a bit of local island beef. $160 per person. Easily 1, possibly 2 michelin star quality in both food and service.
Lava Lounge
This is the formal bar at the resort, and is located atop Pahuia. It's the perfect place for a sundowner, and offers several specialty cocktails. Like most FS formal bars, they serve a snack mix with cocktails. Attentive servers, but bar was slow to mix cocktails.
Checkout
When we were ready for checkout, we phoned the bell desk and they had a golf cart at the door within 5 minutes. IMHO it felt like a long time to wait, but it is a large property and we provided no advance notice.
The checkout process was nothing special, though there were some anomalous charges that required further explanation. To my surprise, the front desk was unable to provide any further detail than simple 2-word descriptions like "Spa Service", etc...I was informed they would have to talk to the individual departments to request itemized receipts. Are they using technology from the 1970's or what?
It's getting to the point now that I have more anomalous charges on my FS checkout bills than not. I am starting to think FS as a chain trains staff to err on the side of the company, not the customer.
Pluses
- Easily earns its reputation as #1 hotel in Hawaii
- Staff are genuinely friendly and go out of their way to make you feel special
- World Class Spa
- Excellent dinner at Pahui'a
- Amazing grounds
- Everytime you return from a car trip, they say "welcome home, how was your trip"
Service Issues / Nitpicks
- Valet staff greet you by name the first time you arrive, but not thereafter
- Staff in general does not seem to remember names, except for people staying multiple weeks and frequent guests
- Room requests were not properly noted
- FSPP amenities were ignored due to an error in the reservation. I had to manually correct this on our second day. Based on another review, this seems at least somewhat common
- More than almost any other FS I have visited, they seem to nickle and dime you to death at every turn. Internet - $15, cocktails - $18+, orange juice - $10, small bag of chips - $8, ginger crusted macadamia nuts - $30, room service delivery fee - $5, deluxe in-room fruit tray (about 4 pounds of fruit) - $75
- Unlike some other FS properties, I really feel like the staff wait around just a moment too long...as if they are waiting for a tip. I would much rather prefer an option to add gratuity at the end of a stay, like on a cruise ship. I REALLY disliked taking out a $5 bill everytime someone came to our room or brought our car around.
Special Notes and Interesting Facts
- The hotel is VERY kid friendly and has a children's activity center/program. If you want a secluded adults-only hotel, this may not be the best hotel for you. That said, 95% of the kids were well behaved and did not interfere in our enjoyment at all.
- All water from drinking taps, showers, toilet, etc... is reverse osmosis treated
- As has already been mentioned, Michael Dell owns the resort (and neighboring KVR).
- Personally, I don't see the point in paying the premium for oceanview, as the view was not that great. I would opt for golf-view and negotiate a paid upgrade on arrival. It will save you a ton of cash, and there is no difference in the physical rooms themselves. However, if the ocean is your priority, I strongly recommend booking premium oceanview or oceanfront. regular ocean view is fairly obstructed
- For the best sunset views, book an oceanfront room at the northernmost bungalow of each crescent.
- Paid upgrades at the time of arrival are, space permitting, very matter of fact and easy to get. The front desk staff even have a little spreadsheet showing the upgrade prices. Upgrading this way as opposed to pre-booking the higher category appears to yield an approximate 20% rate savings. We could have had a Deluxe Oceanview Suite for $2025 per night, compared to FSPP rate of $2600. Not a bargain, but better than full price. I would guess that during periods of low occupancy you might be able to get manager approval for an even lower rate.
Last edited by trojanman; Mar 30, 2010 at 8:14 pm
Mar 31, 2010, 6:34 am
#47
Join Date: Aug 2007
Location: Here there and everywhere
Posts: 6,303
Thank you! This was a very informative review, trojanman. I was particularly interested in the nickel and dime attitude that seems to be pervading a few FS these days. Also agree about the tips syndrome.
Mar 31, 2010, 8:39 am
#49
FlyerTalk Evangelist
Join Date: Jun 2006
Location: IAD/DCA
Posts: 31,797
I arranged for a special tasting (not offered on the menu). Chef Jacob was happy to oblige, personally calling me to find out our preferences and restrictions. With a couple small guidelines, we let him have carte blanche, and what a wonderful job he did. Very fish centric, heavily raw/crudo, and a bit of local island beef. $160 per person. Easily 1, possibly 2 michelin star quality in both food and service.
Paid upgrades at the time of arrival are, space permitting, very matter of fact and easy to get. The front desk staff even have a little spreadsheet showing the upgrade prices. Upgrading this way as opposed to pre-booking the higher category appears to yield an approximate 20% rate savings. We could have had a Deluxe Oceanview Suite for $2025 per night, compared to FSPP rate of $2600. Not a bargain, but better than full price. I would guess that during periods of low occupancy you might be able to get manager approval for an even lower rate.
Paid upgrades at the time of arrival are, space permitting, very matter of fact and easy to get. The front desk staff even have a little spreadsheet showing the upgrade prices. Upgrading this way as opposed to pre-booking the higher category appears to yield an approximate 20% rate savings. We could have had a Deluxe Oceanview Suite for $2025 per night, compared to FSPP rate of $2600. Not a bargain, but better than full price. I would guess that during periods of low occupancy you might be able to get manager approval for an even lower rate.
hualalai update >
http://www.luxuryta.com/hawaii-big-i...ven-new-suites
Kou, Kailani, Ho’onanea, Milo and Wai’olu Suites
- daily fresh tropical basket
- beach cabana
- personal suite concierge (dedicated to assisting suite guests with their dining and activity reservations, as well as their personal needs, before, during and after their visit)
2BR Hawaii Loa Presidential Villa (from $9,100), Makaloa Villa (with pool)
above benefits plus
- round-trip airport transfers
- two 50-minute spa treatments
- tropical floral arrangements refreshed throughout their stay
- daily chef amenity
- valet parking
- customized bar
- pool cabana
http://www.fourseasons.com/hualalai/value/ lists cabanas, so i guess the idea is just that theyre dedicated.
considering there are only 7 suites with personal suite concierges, probably a lot better than the usual such offerings.
these suites arent bookable under 5th nt free, at least according to FS site.
(although $1000 credit = $166 off per night.)
(and OTOH the top 6 suites at maui may be bookable under 5th nt free.)
more pictures are now up on FS site as well, incl these suites.
more good info ^
Last edited by Kagehitokiri; Mar 31, 2010 at 9:40 am
Mar 31, 2010, 9:18 am
#50
Join Date: Feb 2004
Location: Atlanta and the Big Island, Hawaii
Programs: DL Diamond, SPG Gold. I share these affiliations so that you can ask me questions about the programs
Posts: 812
The cabanas for these suites are dedicated/reserved. There is large wooden sign which reads "Presidential Suite" which is placed on the cabana of choice for the guests (usually nearest the ocean and the service station).
Regarding nickel and diming: I felt that the fitness classes and ocean sports gear should be free, but other than these two issues I felt that the FS Hualalai was very good about not charging for incidentals. I scrutinize all bills closely but I've not had a single correction to a bill at the three times we've stayed at this property (and never at an FS). Once you checked the charges where they correct?
Comlimentary Amenities: For example they provide 15 and 30 spf by the pools, hourly free pool service including sample alcoholic smoothies, complimentary snorkel gear, unlimited use of the business computers and 10 pages of free printing, a managers reception once a week with complimentary cocktails and appetizers, complimentary bath oils (you might have to ask for these), and excellent cultural classes, as well as a fitness ocean walk in the morning.
My only real reservation about returning to Hualalai, and I have had amazing vacation experiences at this property, is their inattention to room preference and upgrades based on availability. Even knowing that we prefer a lower floor, they put us in a higher floor for one night. Or, even when the hotel has relatively low occupancy and you can see availability on their website showing for every room category they don't provide an upgrade until you call your travel agent to ask why. The policy at this property from my experience was that they block off the room you are going to receive two or three days in advance and are very unlikely to move you, regardless of availability, unless you are willing to pay for an upgrade.
That said, the service was phenomenal. Nicole Eisen, manager of Pahu i'a, deserves special mention for her attention to detail, her ability to make every guest, every employee aware that that they are special. It wouldn't suprise me if we saw her in the future as an exceptional Four Seasons General Manager.
Jennifer M. at the Front desk sent a delicious chocolate lava cake to our room the first evening, she had noticed we loved this dessert on a prior recent stay. She also wrote a very thoughtful note to my parents which was greatly appreciated. This is going above and beyond, exemplifies the Four Seasons service.
We also had wonderful personal service from Brian, assitant manager at the Peachtree Grill and Nick, the amazing Chef at this new restaurant. Brian remembered me from the Four Seasons Palo Alto and greeted us by name/made certain we were well taken care. Nick teaches a great (free) homemade gnocchi class, requests only, which I highly recommend.
Thank you Trojanman for remind me of this amazing place. I want to return soon!
Aloha,
Goodmorning2U
Regarding nickel and diming: I felt that the fitness classes and ocean sports gear should be free, but other than these two issues I felt that the FS Hualalai was very good about not charging for incidentals. I scrutinize all bills closely but I've not had a single correction to a bill at the three times we've stayed at this property (and never at an FS). Once you checked the charges where they correct?
Comlimentary Amenities: For example they provide 15 and 30 spf by the pools, hourly free pool service including sample alcoholic smoothies, complimentary snorkel gear, unlimited use of the business computers and 10 pages of free printing, a managers reception once a week with complimentary cocktails and appetizers, complimentary bath oils (you might have to ask for these), and excellent cultural classes, as well as a fitness ocean walk in the morning.
My only real reservation about returning to Hualalai, and I have had amazing vacation experiences at this property, is their inattention to room preference and upgrades based on availability. Even knowing that we prefer a lower floor, they put us in a higher floor for one night. Or, even when the hotel has relatively low occupancy and you can see availability on their website showing for every room category they don't provide an upgrade until you call your travel agent to ask why. The policy at this property from my experience was that they block off the room you are going to receive two or three days in advance and are very unlikely to move you, regardless of availability, unless you are willing to pay for an upgrade.
That said, the service was phenomenal. Nicole Eisen, manager of Pahu i'a, deserves special mention for her attention to detail, her ability to make every guest, every employee aware that that they are special. It wouldn't suprise me if we saw her in the future as an exceptional Four Seasons General Manager.
Jennifer M. at the Front desk sent a delicious chocolate lava cake to our room the first evening, she had noticed we loved this dessert on a prior recent stay. She also wrote a very thoughtful note to my parents which was greatly appreciated. This is going above and beyond, exemplifies the Four Seasons service.
We also had wonderful personal service from Brian, assitant manager at the Peachtree Grill and Nick, the amazing Chef at this new restaurant. Brian remembered me from the Four Seasons Palo Alto and greeted us by name/made certain we were well taken care. Nick teaches a great (free) homemade gnocchi class, requests only, which I highly recommend.
Thank you Trojanman for remind me of this amazing place. I want to return soon!
Aloha,
Goodmorning2U
Mar 31, 2010, 9:52 am
#51
Join Date: May 2008
Location: Orange County, CA
Programs: AA LT PLT, DL PLT, HH DIA, IHG PLT, Hertz PLT, Bonvoy GLD, Avis Pres Club
Posts: 1,265
I went to the front desk early on the second day and they did not show any reference to our FSPP status. I pointed out that we booked via protravel, and all protravel reservations should automatically be FSPP. Front desk called back office and all was cleared up. I was offered a prime oceanview, but opted to pay $50 more for an oceanfront. Was also offered a Deluxe Oceanview Suite for $1000 more. These were apparently the only rooms available besides the one we were in. Very high occupancy.
Mar 31, 2010, 9:59 am
#52
Join Date: May 2008
Location: Orange County, CA
Programs: AA LT PLT, DL PLT, HH DIA, IHG PLT, Hertz PLT, Bonvoy GLD, Avis Pres Club
Posts: 1,265
Regarding nickel and diming: I felt that the fitness classes and ocean sports gear should be free, but other than these two issues I felt that the FS Hualalai was very good about not charging for incidentals. I scrutinize all bills closely but I've not had a single correction to a bill at the three times we've stayed at this property (and never at an FS). Once you checked the charges where they correct?
Comlimentary Amenities: For example they provide 15 and 30 spf by the pools, hourly free pool service including sample alcoholic smoothies, complimentary snorkel gear, unlimited use of the business computers and 10 pages of free printing, a managers reception once a week with complimentary cocktails and appetizers, complimentary bath oils (you might have to ask for these), and excellent cultural classes, as well as a fitness ocean walk in the morning.
Cheers to you!
Mar 31, 2010, 10:09 am
#53
Join Date: May 2008
Location: Orange County, CA
Programs: AA LT PLT, DL PLT, HH DIA, IHG PLT, Hertz PLT, Bonvoy GLD, Avis Pres Club
Posts: 1,265
While Hualalai provided more complimentary services than, say, The Kahala, there are a few specific issues that rubbed me the wrong way:
1. $5 room service delivery fee. ~$75 for a fruit bowl, which is about 400% more than market value, so I am already paying a premium for room service...why do I have to pay $5 more to get it delivered? This is just asinine and a complete money grab to me.
2. Internet fees. I've said it time and time again...why can Motel 6 provide free internet for a $40 room, but I have to pay $15 for internet in a $1000+ room. RIDICULOUS!!!
3. Valet parking. It happened to be included in our room package, but $20 to park a car when there are tens of thousands of empty acres of land surrounding the resort just doesn't feel right. As a side note and possible consolation, the resort does offer free self parking about 100 yards away.
Mar 31, 2010, 10:50 am
#54
Join Date: Aug 2007
Location: Here there and everywhere
Posts: 6,303
The primary reason I bring up the nickel and dime issue is because I recently finished reading Isadore Sharp's book. In it, he dedicates a long explanation of the value of staying at Four Seasons properties. Specifically, he mentions they go out of their way NOT to nickel and dime guests.
While Hualalai provided more complimentary services than, say, The Kahala, there are a few specific issues that rubbed me the wrong way:
1. $5 room service delivery fee. ~$75 for a fruit bowl, which is about 400% more than market value, so I am already paying a premium for room service...why do I have to pay $5 more to get it delivered? This is just asinine and a complete money grab to me.
2. Internet fees. I've said it time and time again...why can Motel 6 provide free internet for a $40 room, but I have to pay $15 for internet in a $1000+ room. RIDICULOUS!!!
3. Valet parking. It happened to be included in our room package, but $20 to park a car when there are tens of thousands of empty acres of land surrounding the resort just doesn't feel right. As a side note and possible consolation, the resort does offer free self parking about 100 yards away.
While Hualalai provided more complimentary services than, say, The Kahala, there are a few specific issues that rubbed me the wrong way:
1. $5 room service delivery fee. ~$75 for a fruit bowl, which is about 400% more than market value, so I am already paying a premium for room service...why do I have to pay $5 more to get it delivered? This is just asinine and a complete money grab to me.
2. Internet fees. I've said it time and time again...why can Motel 6 provide free internet for a $40 room, but I have to pay $15 for internet in a $1000+ room. RIDICULOUS!!!
3. Valet parking. It happened to be included in our room package, but $20 to park a car when there are tens of thousands of empty acres of land surrounding the resort just doesn't feel right. As a side note and possible consolation, the resort does offer free self parking about 100 yards away.
Mar 31, 2010, 10:54 am
#55
FlyerTalk Evangelist
Join Date: Jun 2006
Location: IAD/DCA
Posts: 31,797
free internet in exec suites and above for FSPP is a start
ditching wayport is probably more important
trojanman, how would you compare to FS george v and FS tented camp?
ditching wayport is probably more important
trojanman, how would you compare to FS george v and FS tented camp?
Last edited by Kagehitokiri; Mar 31, 2010 at 11:32 am
Mar 31, 2010, 11:08 am
#56
Join Date: Jun 2000
Location: Chicago
Programs: United 1K, American EXP & 3 Million Miler, Hyatt Globalist & Marriott Ambassador Elite
Posts: 2,360
The cabanas for these suites are dedicated/reserved. There is large wooden sign which reads "Presidential Suite" which is placed on the cabana of choice for the guests (usually nearest the ocean and the service station).
Regarding nickel and diming: I felt that the fitness classes and ocean sports gear should be free, but other than these two issues I felt that the FS Hualalai was very good about not charging for incidentals. I scrutinize all bills closely but I've not had a single correction to a bill at the three times we've stayed at this property (and never at an FS). Once you checked the charges where they correct?
Comlimentary Amenities: For example they provide 15 and 30 spf by the pools, hourly free pool service including sample alcoholic smoothies, complimentary snorkel gear, unlimited use of the business computers and 10 pages of free printing, a managers reception once a week with complimentary cocktails and appetizers, complimentary bath oils (you might have to ask for these), and excellent cultural classes, as well as a fitness ocean walk in the morning.
My only real reservation about returning to Hualalai, and I have had amazing vacation experiences at this property, is their inattention to room preference and upgrades based on availability. Even knowing that we prefer a lower floor, they put us in a higher floor for one night. Or, even when the hotel has relatively low occupancy and you can see availability on their website showing for every room category they don't provide an upgrade until you call your travel agent to ask why. The policy at this property from my experience was that they block off the room you are going to receive two or three days in advance and are very unlikely to move you, regardless of availability, unless you are willing to pay for an upgrade.
That said, the service was phenomenal. Nicole Eisen, manager of Pahu i'a, deserves special mention for her attention to detail, her ability to make every guest, every employee aware that that they are special. It wouldn't suprise me if we saw her in the future as an exceptional Four Seasons General Manager.
Jennifer M. at the Front desk sent a delicious chocolate lava cake to our room the first evening, she had noticed we loved this dessert on a prior recent stay. She also wrote a very thoughtful note to my parents which was greatly appreciated. This is going above and beyond, exemplifies the Four Seasons service.
We also had wonderful personal service from Brian, assitant manager at the Peachtree Grill and Nick, the amazing Chef at this new restaurant. Brian remembered me from the Four Seasons Palo Alto and greeted us by name/made certain we were well taken care. Nick teaches a great (free) homemade gnocchi class, requests only, which I highly recommend.
Thank you Trojanman for remind me of this amazing place. I want to return soon!
Aloha,
Goodmorning2U
Regarding nickel and diming: I felt that the fitness classes and ocean sports gear should be free, but other than these two issues I felt that the FS Hualalai was very good about not charging for incidentals. I scrutinize all bills closely but I've not had a single correction to a bill at the three times we've stayed at this property (and never at an FS). Once you checked the charges where they correct?
Comlimentary Amenities: For example they provide 15 and 30 spf by the pools, hourly free pool service including sample alcoholic smoothies, complimentary snorkel gear, unlimited use of the business computers and 10 pages of free printing, a managers reception once a week with complimentary cocktails and appetizers, complimentary bath oils (you might have to ask for these), and excellent cultural classes, as well as a fitness ocean walk in the morning.
My only real reservation about returning to Hualalai, and I have had amazing vacation experiences at this property, is their inattention to room preference and upgrades based on availability. Even knowing that we prefer a lower floor, they put us in a higher floor for one night. Or, even when the hotel has relatively low occupancy and you can see availability on their website showing for every room category they don't provide an upgrade until you call your travel agent to ask why. The policy at this property from my experience was that they block off the room you are going to receive two or three days in advance and are very unlikely to move you, regardless of availability, unless you are willing to pay for an upgrade.
That said, the service was phenomenal. Nicole Eisen, manager of Pahu i'a, deserves special mention for her attention to detail, her ability to make every guest, every employee aware that that they are special. It wouldn't suprise me if we saw her in the future as an exceptional Four Seasons General Manager.
Jennifer M. at the Front desk sent a delicious chocolate lava cake to our room the first evening, she had noticed we loved this dessert on a prior recent stay. She also wrote a very thoughtful note to my parents which was greatly appreciated. This is going above and beyond, exemplifies the Four Seasons service.
We also had wonderful personal service from Brian, assitant manager at the Peachtree Grill and Nick, the amazing Chef at this new restaurant. Brian remembered me from the Four Seasons Palo Alto and greeted us by name/made certain we were well taken care. Nick teaches a great (free) homemade gnocchi class, requests only, which I highly recommend.
Thank you Trojanman for remind me of this amazing place. I want to return soon!
Aloha,
Goodmorning2U
Mar 31, 2010, 11:34 am
#57
Join Date: Dec 2003
Location: YVR
Programs: Hilton*D, Marriott*LG, Hyatt*G
Posts: 6,268
1. $5 room service delivery fee. ~$75 for a fruit bowl, which is about 400% more than market value, so I am already paying a premium for room service...why do I have to pay $5 more to get it delivered? This is just asinine and a complete money grab to me.
2. Internet fees. I've said it time and time again...why can Motel 6 provide free internet for a $40 room, but I have to pay $15 for internet in a $1000+ room. RIDICULOUS!!!
I am always puzzled why we have to pay for internet when a $69 room at Hyatt Place or Hampton Inn can offer it for free while a $500 plus room charges you for it.
Mar 31, 2010, 2:21 pm
#58
Join Date: Feb 2004
Location: Atlanta and the Big Island, Hawaii
Programs: DL Diamond, SPG Gold. I share these affiliations so that you can ask me questions about the programs
Posts: 812
"Actually, no, the bill was not correct. We were quoted $105 per person for a guided hike, and were charged $150 per person. It could have been a typo...Also, they charged us for breakfast each day even with our FSPP benefits. These items all had to be corrected."
This is not good.
There does seem to be a great deal of "discovering" about the amenities and complimentary items, as well as what is available to buy. For example there is a wide range of smoothies available which they don't advertise on the menu, as well as one time fee water sports through Kona Village. I did make good use of their willingness to make any meal or dish requested in advance. I think they enjoyed fulfilling the special requests.
This is not good.
There does seem to be a great deal of "discovering" about the amenities and complimentary items, as well as what is available to buy. For example there is a wide range of smoothies available which they don't advertise on the menu, as well as one time fee water sports through Kona Village. I did make good use of their willingness to make any meal or dish requested in advance. I think they enjoyed fulfilling the special requests.
Mar 31, 2010, 2:40 pm
#59
Join Date: May 2008
Location: Orange County, CA
Programs: AA LT PLT, DL PLT, HH DIA, IHG PLT, Hertz PLT, Bonvoy GLD, Avis Pres Club
Posts: 1,265
Georges V is hard to beat as a city hotel, but it's almost impossible to compare a city hotel to a beach resort or a special "once in a lifetime" destination like tented camp.
Tented camp is probably my favorite overall experience simply because of the intimacy of the property, the uniqueness of the experience, and the amazing tents.
Hualalai would come in at second place, but not because of why you might think. GV is certainly more polished, put together, and a "better" hotel than Hualalai, but I like that you can "let loose" at Hualalai. I feel like I need to be dressed up and be more "business-like" at GV. I am personally more relaxed in the Hualalai setting.
GV is the perfect city hotel. There are so many threads on this already that I won't go into more details.
As far as value:
Let's assume you eat breakfast (included in FSPP/Virtuoso), have 2 cocktails per person, and 1 other meal per day, and plan 1 activity per day - all for 2 people.
Georges V = 800 Euro Room + 100 Euro Cocktails + 200 Euro Meal + 200 Euro activity = 1,300 Euro = USD$1820 per night
Hualalai = $1,000 Room + $72 Cocktails + $150 meal + $200 activity = USD$1422 per night
Tented Camp = USD$1645 - $2100 per night, depending on length of stay. All inclusive. **Important to note that there are some intra-asian specific rates that tented camp used to offer. If you dig really deep, you might be able to save $200+ per night off the advertised US website price.