I booked this place thinking it is now part of Marriott group hotels. I was disappointed to hear that I can’t get access to lounge since I am not a Platinum member. I have been using lounge as a Gold Elite member on mainland. Why this difference? Beware of Resort fee for which hotel does nothing but provide pool towels. To top this fee for parking was bad specially when there is convention etc event and you go around in circle to find the parking as a paid customer but attendee for convention Centre do no pay anything. This place is so far from Reality. One should check and confirm everything before one consider this place.

This is not a bad place; solidly decent. But unattained potential is as much a problem as deficiencies.
Lost potential 1. Customer Service. I asked for an extra, roll-in bed in our room when I made our reservation. No problem, I was told. Only $25 extra. Great. At check in, I asked about it. No record of my request. Hm? Okay, asked for one again. No problem I was told. Dropped luggage in room. Walked around. Took a swim. Nice pools. Got back to room...you guessed it, no extra bed. Called desk. No record of my request. No problem I was told, only $65 extra. Excuse me? I'm told this on my THIRD request?! Challenged the fee. I was told $65 is what they cost. Here's the lost customer service potential. I should have been told on my THIRD request that they would honor the $25...but they didn't. So, AFTER I'm there and NEED the bed, I'm told of the higher price. Got me. Had a chance for a great customer service review story...but, no. BTW, the roll-in mattress was nice, but the pillow was worthless, even if at $25. Another missed opportunity. After the shenanigans, a fully good sleeping system might have made the situation bearable, but, no.

Lost potential 2.General maintenance. It's the finer points that matter. Rusty, old shower curtain loops expose lack of attention to detail. Besides, why are they using old, metal loops in the moist Hawaiian climate. So Motel 6. How about some nice, sturdy plastic, decorative loops? Once you see something like that, you start to see so many other fine, failed maintenance points.

Lost potential 3. Furniture. Rays on the Bay restaraunt is great! So how about springing for some comfortable chairs?! The cheap black plastic seats wreak of, "Eat and get out," like 30-minute bus stop diner chairs. (Remember those?) Clearly, the meal and program are meant for 2-hour seatings. So...here's an idea...get 2-hour chairs! This is such a basic restaraunt point I was disappointed in the lack of management wisdom.

Lost potential 4. Incongruity with some great things. Our dinner waiter, Conrad, was awesome. He deserves to work in a fully run luxury resort. Our room and bed were nice, but the bathroom seemed to have been taken from a Super 8. Flimsy toilet seats?! Please! So many things are real nice. Then,the less-than-nice-things undercut. them.

If this place wants to be a 5-star, fix the 3-star missed potential.