Four Seasons Resort Hualalai

I chose this hotel because of its reputation and expected the level of service that comes with a luxury property. Unfortunately, this turned out to be one of the most disappointing hotel experiences I’ve had. Before arrival, I had already confirmed the guest information with the hotel. Despite that, they still mixed up our reservation details at check-in, and even the anniversary card had my companion’s name instead of the correct guest’s. It’s a small detail, but for a luxury hotel, it’s exactly these details that matter. The most unacceptable incident happened on the first morning of our stay. A staff member entered my younger sister’s room without permission. The room was occupied by two girls under the age of 18. They responded after the staff knocked, yet the staff member still opened the door and entered. This was not just a service mistake—it was a serious violation of guest privacy and made us feel extremely uncomfortable. Housekeeping was also consistently slow. On one occasion, our room was not cleaned as requested. After contacting the hotel, I was assured that someone would come immediately. More than 40 minutes later, no one had arrived. Throughout our stay, we heard plenty of apologies but saw very little action. Apologies don’t clean rooms. The dining experience was equally disappointing. After dining at Noio, I experienced diarrhea. The following morning at Ulu, we found that used cutlery from the previous guests had not been replaced and was still set on the table. This is simply unacceptable for a hotel of this standard. To make matters worse, the hotel charged my guarantee credit card without notifying me or obtaining any confirmation beforehand. The lack of communication and transparency regarding the charge was both surprising and disappointing. What disappointed me most was not one isolated mistake, but the repeated failures across multiple aspects of the stay—from reservation handling and guest privacy to housekeeping, restaurant hygiene, and billing procedures. These issues point to a lack of attention to detail and inconsistent management rather than isolated incidents. Luxury is not defined by beautiful facilities or expensive room rates. It is defined by professionalism, respect for guests, and delivering the level of service that is promised. Unfortunately, this stay fell well below those expectations.

Wow, what an amazing property. We spent 4 nights here on a mother daughter trip and everything was top notch. Highly recommend! Our favorite pool was the one with the cabanas. We were in an oceanfront room near kings pond which was lovely.

The only downside to this resort was the cost. I'll say that up front, as you should be aware of what you're getting into. For me, the cost was probably 2-3x per day what I'd normally spend on a vacation, but for our 10th wedding anniversary, we did a splurge trip. The resort itself was amazing. They have it separated into adult and family areas, and so we had an adults only vibe for most of our trip. The restaurants had great food and the service was good. We had some amazing sunset views while eating dinner. We loved our room, and the view off of the balcony overlooking a pond, the pool, and the ocean. The King's pond which is a stocked snorkel pond on property was a delight, and the staff was amazing at handling any possible thing you would ask for. I probably won't go back to Hawaii again given the price/value proposition of even just getting there from Chicago, compared to cheaper beach destinations, but it was a great experience, and this was a wonderful place to stay if its within your budget.

My parents took me to lunch at ULU for my birthday, where the Beach Tree Club menu was being served. We had reservations for 2:45 p.m. and arrived at approximately 2:40 p.m. Upon checking in, the host immediately told us, “You made it just in time, we’re going to hard close now.” This was confusing and uncomfortable, given that we had a valid reservation during that time slot. To make matters worse, we were effectively rushed through the entire experience and were out of the restaurant by approximately 3:30 p.m. just 45 minutes after our reservation time and only about 40 minutes after being seated. What made this particularly disappointing is that this was my very first experience with the Four Seasons brand. As we were walking to the restaurant, I was telling my parents how excited I was because Four Seasons is world-renowned for its exceptional customer service and hospitality. I had been looking forward to experiencing that level of service for myself, especially on my birthday. After being seated, our server approached us and, before even offering water or welcoming us, told us that we needed to place our order immediately because they were closing. We explained that we had reservations and asked why the restaurant would be closing if reservations were still being accepted. We were told it was an issue with the reservation system, but despite that explanation, the staff continued to treat us as though we were inconveniencing them simply by being there. Throughout the meal, we felt rushed and unwelcome. The interactions were cold, and the repeated emphasis on the restaurant closing made it impossible to relax and enjoy what was supposed to be a celebratory lunch. To make matters worse, our server never returned to check on our table or ask whether everything was satisfactory. When we needed red pepper flakes for our pizza, we had to flag her down ourselves because she had not checked back with us at all. The experience became so upsetting that I had to excuse myself to the restroom because I was in tears. At one point, I wanted to leave entirely and sit in the car rather than remain in such an uncomfortable environment. This was meant to be a special birthday meal with my family, but instead it became one of the most disheartening dining experiences I have ever had. I understand that operational issues can occur, but guests should never be made to feel like a burden, especially when they arrived on time for a reservation that the restaurant itself accepted. I chose to celebrate my birthday at Four Seasons because of its reputation for extraordinary hospitality. Unfortunately, my first experience with the brand fell far short of those expectations. Rather than feeling celebrated on my birthday, I left feeling unwelcome, embarrassed, and deeply disappointed. I would sincerely appreciate confirmation that my concerns have been received and reviewed. My intention in reaching out is simply to ensure that this feedback is heard and that future guests celebrating special occasions do not have a similar experience. I have emailed and submitted feedback over the last month to try and get this resolved but as this has been one month now with no response from Four Seasons I am posting a review here.

The nicest thing I can say about this hotel is its beautiful setting will stun you. I believe the word is breathtaking and I've dropped some pics below showing some of it. Everything else was a disappointment. We had a rough flight in from Southern California and by the time we got to the hotel we were tired and sullied and hungry. We waited for about 2 hours for our room to be ready for us (it was well after check-in-time) as they were "putting the final touches on our room" - a deluxe room with ocean view. When we finally got into the room, the first thing that happened was the toilet leaked out all over from its base. We called the front desk and they sent over some snotty bro who threw us attitude while sealing the leak. Things only got worse: It took them 4 days (out of our 8 days there) to clean up the floor, clean up the toxic looking dust all over the fabric walls, get us a working blow dryer and get us all the shampoo and soap that should have been there in the first place. The towels and wash clothes looked old, some had stains and some had holes. They stuck us at the kid's pool for two days which wouldn't have normally bothered me but for the kids running unattended all over and into our space while their parents ignored them. The room was extremely expensive and with all the problems, I felt quite ripped off. When the day came to leave, I was *relieved* to be going home. Are all Four Seasons Hotels run this poorly, I wonder? Because I left very disenchanted with the chain. The management was mediocre at best; they treated me like an idiot as they tried gaslighting me and upselling me simultaneously.