OUTRIGGER Kona Resort & Spa

I recently stayed at this hotel and unfortunately had a disappointing experience during check-in. The front desk staff member who initially assisted me, Teresa, appeared cold and disengaged throughout the interaction. She avoided eye contact and focused on her computer without offering clear communication. I was only informed that my room was not ready after I specifically asked if there was an issue. When I inquired about the estimated waiting time, I was told she did not know and that I would need to wait until housekeeping notified her. I was asked to sit in the waiting area. After waiting about 20 minutes without any update—and noticing that the front desk had been left unattended—I approached another staff member, Karen. She kindly checked the system and informed me that my room had already been cleaned and was ready. Karen promptly completed my check-in, and I appreciate her professionalism and efficiency. I also observed Teresa interacting warmly and attentively with the guest before me. However, when it was my turn, the attitude felt noticeably different. The contrast in service was difficult to ignore and made me feel uncomfortable. I sincerely hope this does not reflect inconsistent service standards. It is also worth mentioning that the day of my stay was my birthday. While I did not expect anything extravagant, a welcoming and respectful check-in experience would have made the occasion more pleasant. I value professionalism and consistency in hospitality, and I believe all guests deserve courteous and respectful service. I hope management will review this matter to ensure a more consistent guest experience in the future.

Had a nice stay at Kona Outrigger. Enjoyed the Voyager 47 staff. Celeste, Zach and Tessa were wonderful with great customer service and just fun to visit with.

Horrible experience checking in. Understaffed. Karen was rude to my wife, our room was not ready passed 4pm. Wasn't ready until after 5. Checked in an entire airline crew after telling us our room was ready. On the upside we dealt with Tessa Shorlaine who was supper nice! I highly recommend this young lady. Super customer service skills. She really made a difference. Celeste was very nice also.

Everything here at the outrigger was AMAZING! My room was so clean and everyone was so welcoming! We were part of the voyager 47, which offered continental breakfast and early dinner pupus, and that was so satisfying! Beautiful view no matter where you are at the resort. The continental breakfast offered 100% Kona coffee, fruits, protein, etc. The pupu hour food was awesome!!! There were delicious desserts, super fresh poke, ulu, a true taste of the Big Island. Super clean and they kept the food coming! Every day they had something different and that was exciting. Sharlaine and Tessa were so welcoming and friendly- they took good care of us. I will definitely bring my ohana here again. Thank you so much to the whole Outrigger crew for you aloha and hard work!

We waited 2 hours for our room. Tried checking in at 4:15. Told us an hour wait. Said they would call. No call 6pm went to desk, room still no ready. No compensation no nothing. A thank you.