My partner and I aren't exactly jet-setters, but we're fairly well-traveled and have stayed at numerous hotels in different cities, including throughout Hawaiʻi. We're easygoing, laid-back, and low-maintenance travelers. We don't expect perfection, but we do appreciate good service, genuine hospitality, and feeling that we're getting what we paid for. Unfortunately, our experience at Kaimana Beach Hotel left us disappointed, particularly given its pricing and location in a destination known for its hospitality and aloha spirit.
We booked an ocean-view room, which turned out to be quite small. No big deal. We also learned that there's a significant difference between an ocean-view and an oceanfront room. While we could see some ocean from our window and lanai, our primary view was of the neighboring condominium/apartment building. Again, not ideal, but something we could overlook. What was harder to overlook was the inconsistent service and lack of communication.
One morning, the hotel restaurant was closed for breakfast due to tree trimming, leaving guests to line up at the coffee shop for pastries and coffee. The following morning, we were excited to finally enjoy a proper sit-down breakfast. We arrived at 6:30 a.m., only to be asked whether we had a reservation. A reservation? For breakfast at our own hotel?
Despite being third in line and seeing plenty of available tables, we waited approximately 10 minutes before being seated in the bar area. The servers were pleasant, thankfully, but the hostess was noticeably grumpy and unwelcoming. Not exactly the experience you want first thing in the morning, especially while on vacation. We were also very confused about the breakfast package we purchased for our stay - we were allowed one meal and drink per person (2), however, we were still charged for food! and it wasn't cheap.
Another major disappointment was our scheduled stand-up paddleboarding experience. We had been looking forward to it, only to discover that morning that it had been canceled. No advance notification, no explanation, no apology, and no effort to offer guests an alternative. Several of us were waiting in the lobby when we were simply informed of the cancellation. It wasn't necessarily the cancellation itself that bothered us; things happen. It was the complete lack of communication, empathy, and customer service.
To be fair, most of the front desk staff were genuinely nice, helpful, and accommodating, and we appreciated them. Unfortunately, one particular young woman at reception was consistently unpleasant and seemed bothered by basic guest interactions.
Hospitality is about more than providing a room. It's about making guests feel welcome, valued, and cared for. A smile, a kind greeting, an apology, or simply acknowledging an inconvenience costs absolutely nothing. For a hotel in Hawaiʻi, where visitors pay a premium and hospitality is central to the tourism industry, these should be basic expectations, not exceptions.
As someone who grew up in Hawaiʻi, I understand that aloha is more than a marketing slogan. It's how we treat people. And while I certainly don't expect staff to be cheerful every second of their shift, kindness, professionalism, and genuine care should be fundamental to any hospitality experience.
Overall, our stay was just okay, which is disappointing considering what we paid. The location is beautiful, and there are some wonderful employees, but the inconsistent service, poor communication, and lack of attention to the guest experience overshadowed what should have been a relaxing stay.
Would we stay at Kaimana again? Probably not. There are too many wonderful hotels in Hawaiʻi where the price of admission is matched by the level of hospitality. At Kaimana, unfortunately, we paid for a premium experience but received an underwhelming one. read more