Grand Hyatt Kauai Resort and Spa

This is a beautiful resort but am keeping in mind I went after the hurricane lowell. For how expensicve it is though, it is very outdated and old now. There were bugs everywhere, the AC doesn't work well, bad smell coming from carpet, moths in the rooms and closet. Kept feeling like there were bugs crawling in bed. Found cockroaches in the room as well. Bathroom and wallpaper old and peeling. For what I am spending, it could be better and renovated. They didn't offer a room change or anything with the cockroaches...they just sent a guy who grabbed one and left. Some of the amenities were closed like the club. Saltwater lagoon was closed due to hurricane damage. The pools also had a lot of leaves and branches and twigs which is understandable due to weather but also clean the pool? They are also stingy with the sunscreen which I found odd...they give a tiny amount in plastic containers which kind of seems against the sustainability movement they are trying to be a part of. Another 5 star Hyatt property I stayed at in Maui just had the bottles out for guests to use which seems more environment friendly. Towels and sunscreen only available between 8a-5p because a worker has to give it to you which I also found odd. Campus is beautiful and otherwise everyone is incredibly kind and helpful. But it did seem overpriced for what we experienced.

We enjoyed our stay at the Grand Hyatt Kauai overall, and I want to start by saying that the staff was very friendly and welcoming. It’s a beautiful resort, and our family still had a good time. That said, we were disappointed with how several issues related to the hurricane were handled. The lagoon was closed during our stay, and room service was also unavailable. We completely understand that weather and hurricane-related circumstances are outside the hotel’s control, but these are significant amenities at a resort of this caliber and price point. We were surprised that no discount, resort credit, or other accommodation was offered to guests to make up for the reduced experience. Our check-in experience was also disappointing. On our first night, we were placed on the far side of the resort in an area that felt almost completely empty, despite having booked through American Express Fine Hotels + Resorts. We were not offered a room upgrade, even though that is one of the benefits of the FHR program when available. Given how empty that section of the resort appeared, it was difficult to understand why an upgrade or better room location wasn’t available.

We had an amazing stay at Grand Hyatt. The salt water lagoon is closed but the lazy river and pools are open. The hotel and staff did their best with what they have to give guests a wonderful vacation. The Grand Club is closed thus we were not able to receive the service— to compensate for this we were given a buffet breakfast at Ilima Terrace. All the staff are attentive there (MaryAnn happily checks us in and all the staff are nice). Janice at Seaview Terrace is very welcoming and kind! Victor at frontdesk ensured we have everything we needed. Our room is a little dated, some molds on the shower head/ latch — but with a little more scrubbing that should go away. Other than this, no issues… We’ll definitely stay here again.

Not ready for guests, and nobody told us anything Communication, access and setting expectations. The hotel failed on all three during our stay. Power outages came with same-day notice. The Grand Club lounge opened late with zero communication. The tiki torches weren't lit the entire trip and no one said why. When we asked, employees had no clue what was going on. There was no real beach access. A perfectly good spot in the middle of the property, with no exposed irrigation pipes, stayed closed. Instead the hotel insisted everyone use the public beach or the rocky access on the right, both far less safe. When guests went through the barrier to reach the beach they paid for, landscaping staff yelled at them. The lagoon was closed the whole time, with noisy construction going on. The hotel also put up a fence that blocks the ocean view, and all sound of the ocean, from the entire outdoor space. The pool was cold the first four days. There were no life jackets or floaties for toddlers, just cheap plastic ones you had to pay for. The poolside staff were rude and explained nothing about the order cards or where to wait for food. We sat at our table with our number and no one brought the food or told us you have to stand by the bar. The food was lousy the entire stay. Every staff interaction was brief and rude, and nothing about the service felt welcoming. Our room had cockroaches. The mismanagement at this hotel is astounding. I've never seen anything like it at a property this size. Hyatt needs to fly in a completely new management team to take over the recovery. Whoever is in charge now is so out of touch with the guest experience they shouldn't work in the hotel industry. If your hotel isn't ready for guests, keep it closed. This was a profit grab and I regret bringing our family here. Shame on Grand Hyatt for trading a quality experience for profits.

We are currently staying here. Thenfoodmisnmarginal at best and over priced. We had an incident today at around 6:30 with the valet people. We had to call security. He repeatedly kept knocking on my window when I was on the side of the road on an important phone call. I was also harassed by the night manager. We will be filing a formal complaint. The beach from the hurricane was in bad condition. We thought we would come and support the hotel. Instead we were harassed by help. When he realized I was a guest, he got a lot more agitated.