Alohilani Resort Waikiki Beach

Jones is that dude. Had a great time by the pool

I wanted to recognize Sarah Faapale for delivering what I can only describe as a masterclass in hospitality. From the moment we spoke, Sarah demonstrated an extraordinary level of professionalism, warmth, empathy, and genuine care. She has a remarkable ability to make guests feel heard, valued, and welcomed while remaining thoughtful, decisive, and solutions-oriented. As someone who has worked with hospitality organizations professionally, I have spent a great deal of time thinking about what truly differentiates exceptional guest experiences. It is not the amenities, the views, or even the property itself—it is people. Sarah embodies the very best of hospitality through her ability to connect with guests, anticipate needs, and create a sense of trust and comfort. Every hotel hopes to provide memorable service. Sarah delivers it naturally. She is a tremendous asset to the property and a wonderful representative of what hospitality should look like at its highest level. Thank you, Sarah, for making such a positive impression and for setting a standard that others in the industry can learn from.

We didn’t receive any standard of welcome when we arrived. The receptionist was very cold and actually insulting towards my friend. My friend is Scottish but speaks English clearly and Jennifer said “I don’t understand what you are saying” and then turned away from her to speak with me. Completely dismissing my friend and making her feel very uncomfortable She couldn’t be bothered to explain anything about the property, saying scan the QR code.. that was the extent of our welcome to the hotel and to Hawaii after travelling for over 24 hours to reach the property. It felt very much like we were an inconvenience to her Ku’ulei in the bar was lovely And Matt and Tiffany as well were lovely. They are all a credit to the hotel and have personalised service and made us feel welcome On the final night we went to the bar for drinks and paid $48 including tips for two drinks served in cheap plastic cups while everyone else in the bar was served a drink in a proper glass There was no consistency with drinks service. Three spiced margaritas all completely different in presentation and taste. One tasted like it had no spice at all, one was perfect (Matt) and the last ones were so sweet we couldn’t finish them. My friend ordered a mimosa for breakfast on day one and received a full glass. The following day by the pool she received half a glass Lots of guests leaving towels on beds and walking away and not using them and staff didn’t seem to handle it at all We had booked 2 nights before a cruise and 3 nights on the way back and due to the poor experience we cancelled the second longer stay and booked another hotel I enjoy a coffee in the morning in my room and on the second day all the capsules had been replaced with decaffeinated capsules which didn’t make any sense The overall feeling when walking through the lobby was of a business hotel and did not meet expectations at all

I had the best time! Ku’ulei was the absolute BEST. I’m in town for my bachelorette party and she truely felt like one of the girlies. Best service I’ve ever had!

Ku’ulei was the best server our entire trip. She was so attentive and made sure we were hydrated and fed the entire time. She’s amazing! best server ever!