1 Hotel Hanalei Bay

The adult pool bar is awesome! The server Ronnie is outstanding! The view is incredible! The mai tai is fabulous!

My husband and I had a very mixed experience at 1 Hotel Hanalei Bay. Much of the luxury aspects of this incredibly expensive hotel were lost on us. We contemplated getting an Airbnb while in Hanalei but splurged. Everything on Kauai is of course expensive. 1 Hotel is a unique experience - from driving up, the $55 per day valet service, being taken into the gorgeous lobby, being given a shot of local rum. Everything is top notch in that sense, but for us, though all staff were nice enough, they were not warm nor friendly at least we did not experience this with anyone other than two of the young men who helped with our luggage and one who brought us prosecco. But, maybe warmth and friendliness is not what they are offering ;-) We had a king size room/terrace/ocean view that was mostly obscured by tall tropical plants; the lounge chairs all had discoloration/what looked like mold - they do give you large hooded terry blankets to be used on the wet from rain lounge chairs. It was surely a luxurious unique experience on some levels. Everything you need is there - pools (infinity for adults, the bigger pools for families/children), several restaurants (we went to 1 Kitchen and Neighbors Cafe); there's a lovely beach right there; we took a long walk to the left side of the beach on a trail that was just lovely. We did have the beautiful and delicious $59 per person breakfast buffet several days in a row but decided it was overkill for us, and just too costly. Of course there is no way you can eat enough to even imagine the extensive buffet is worth it. But it IS good. The birds were a thing but we never had an issue, but we listened to the warning to not leave food on the table and walk away. The view from the massive high ceiling open air dining room at 1 Kitchen was stunning! The room was lovely but highly nonfunctional in that there were 2 hooks per person - one for your towel and one for the huge terrycloth robe provided. Nowhere to hang beach towels, wet bathing suits - and nowhere to even rig a clothesline to hang things. A folding clothes rack would be very helpful. I ended up using hangers along the mini edge of the doors to try to hang bathing suits to dry and clothes we had washed. We wondered what the NUMEROUS families with children were doing with their wet swim gear and towels. The sustainable bent is wonderful and we support it - AND our room was so dark, even with all of the lights turned to max, that we had to wear headlamps (we carry them with us!) to see into the dresser drawers to get clothes out, even in the broad daylight. When we first arrived, I walked to the side of the bed I was going to sleep on - and stepped on something sharp. I discovered the cap to a ballpoint pen. I then ran my hand along the floor where I would be stepping every night out of the bed and found four other items including a bobby pin, the plastic cover to a razor, etc. We assumed that the vacuum cleaner didn't pick these things up and housekeeping is unable to see anything because it's so dark in the rooms even in daylight and with lights up. We also discovered that the thick carpet was filthy, smeared with mud, once we had our headlamps on. I had never experienced using a bidet - it was so dark with only one tiny light in the bathroom, I had to yet again use my headlamp to shine the light on the bidet controls which unfortunately had a gross brown smear... thankfully I had Lysol type wipes. Again, we assumed that this gross and unclean bidet control panel was missed because housekeeping can't see what they are cleaning. We did not call anyone nor complain while we were there, but I did share all of this in an email to 1 Hotel when they asked me how our stay was. The bed was very comfortable - the pillows, sheets, and bedding were all super luxurious. We enjoyed the seating area as well, a couch and coffee table. Having everything you need there was lost on us because we wanted to spend most of our time away. We had an odd experience with one staff during the breakfast buffet. We tried to give cash tips more than not; we had not yet put the cash out but the bill was visible to the waitstaff who came to offer refills on our coffee - with nothing filled in the tip area. I noticed her looking at it, then asked her how did it work for us to get a reservation at 1 Kitchen restaurant for that evening, that I had tried the other day, there were no openings, but did she know if they hold back a few each evening for those staying In the hotel? She tersely told me that was not her job and I should speak with the hostess. I said of course, I understand, so you don't know if they hold any back? Again, directed me to the hostess and returned a few minutes later to pick up our bill - with more than a 25% tip in cash. Before we left, she returns, suddenly friendly, she had gone to the hostess for us and offered us two different times for dinner that night, and that she would go finalize our choice. We surely appreciated it, but that whole experience, that she was treating us in one way because she thought we weren't going to tip her and then clearly changing her tune - well, it left us with a not great feeling. We tipped incredibly well with all staff we encountered with only cash when possible and tried to do this everywhere we were on the island. We did have an amazing dinner at 1 Hotel Kitchen as well as enjoyed dinner at Ama in town (highly recommend it as well). We decided to try Neighbors Cafe for breakfast and enjoyed having something lighter than the huge buffet choices (coffee was $9)(one boiled egg cost $10) - the best part about eating there at and 1 Kitchen (we didn't make it to Welina Terrace) is the view and open air dining. We enjoyed the hot tub and the pool was stunning. The layout of the place is unique and a little odd, but we got used to having to go down the hall, through the hall of sand (so cute to see kids putting their footprints in it) o the elevator, to the connector floor 4, then to floor 9 to where most things were. I had another disappointing experience in the spa - I decided to wander in there while my husband worked out to see if I might find something unique. I entered the room - there were two women working. Neither one of them acknowledged me, didn't even look up at me. My husband had hoped to have a massage - look at the prices before you go. Maybe people who are spending this kind of money already don't blink at $415 for a regular massage with a required 23% gratuity built in, but, well, we did. Overall, for the price, there are a number of experiences I note above that simply should not have happened! It may be that not a single other person ever experiences anything like this there and thinks it is an amazing experience. We are glad we experienced it, will forget the not so great and nonfunctional rooms stuff, and remember the great parts about this stay, as there were plenty.

I have to echo the prior review about terrible pre-arrival service. I have emailed the concierge 4 or 5 times with questions regarding dining reservations, fishing charters, beach bonfires, tours and other activities during our stay with absolutely no response. I resorted to messaging their instagram page and did receive a kind message back from them but still no response from the concierge. I finally called and spoke to a woman who seemed a bit annoyed and found my questions to be perfunctory in nature, however I still have heard a thing from the hotel. I have never had such terrible pre-arrival service at a hotel of this caliber. We are staying at the Rosewood in Kona before we arrive in Kauai and 1 Hotel Hanalei Bay could really take some pointers from them. If there was another hotel that looked up to par with this hotel I would move my family somewhere else. I am hoping that this is not indicative of the level of service that we will receive while on the property. Extremely disappointing so far.

It breaks my heart to leave a poor review for any business. But this particular property is one of such high standard that I am shocked at the level of service I have received even before I check in.. In pre-planning we were much looking forward to our stay. I made a call to the front desk to inquire about the different cabanas and daybeds both poolside and beach. I have physical limitations, and my questions were concerning the proximity to the water both pool and beach as I can have difficulty navigating sand and need to be as close to the water as possible. And while the front desk was very kind and courteous, they explained that the concierge would be the person that could assist with information on all and assist with specifics and placement.. Side note: all of this was initiated by email I received from 1 hotel asking me to pre-plan to the stay with a link to the cabana and daybeds reservations. I made several attempts to contact the concierge finally to get through on the eighth try within a two week period. When I finally did, the concierge was rude and dismissive, he seemed irritated and put out pausing not answering my questions. At one point, I thought the call dropped. When I said hello? He replied he didn’t know, but he would get back to me. Bored and irritated was the vibe. He asked for my first name and my phone number and said he would call me back. No request for my arrival date or reservation number. Needless to say, there was no callback. Two days later a curt unsigned email that answered none of the questions that I had asked. Only telling me to check upon arrival. The pictures online show that there are choices of cabanas and daybeds not specifically where they are located. My question was their proximity, trying to ascertain whether I was physically able to navigate the distance or if I was better off just getting a poolside normal chair. This takes a conversation with a human being and apparently this hotel or the concierge at this hotel doesn’t desire guest interaction. Again, I called the front desk and was advised to email with the hotel manager, which I have done, no response. When I called to check on the inquiry after a week, I was told he was probably too busy to look at it and was advised to call guest relations for one hotel. I did. The Representative apologized profusely and promised I would receive a call back within 24 hours . It has not been another week. Nothing. This is a simple request. My husband and I have stayed at hotels all over the world and for a hotel of this caliber and cost, the level of service is shocking and unacceptable. We are still a few weeks out from our stay. I considered canceling, but do not want to let one poor encounter or perhaps an email falling through the cracks ruin what could’ve been wonderful trip. More to come.

This is hard review to write, because the resort is clearly special, but this isn't a 5-star experience. First, for the good, the location. The location is just one of those outstanding pieces of real estate that can not be beat. We booked a six-night stay in an Ocean View King on the 6th floor, with a beautiful view. Opening the shades every morning was like looking back in time. For me, this location is unmatched. We rented a vehicle via Turo, and the valet was outstanding. The check-in process was smooth and welcoming. Honestly, the bartenders and servers were truly the game-makers for us. Devin and the Sandbox bar team were outstanding, even going out of their way to hand-select rums for my husband to try. The bar tenders at Welina Terrace were also outstanding. Nikko and the bar team are clearly running that show with an amazing crew of highly skilled cocktail designers. Thank you, Nikko, Ryan, and the servers at Welina Terrace for an amazing experience. The food at Welina was outstanding. The nightly entertainment at Welina Terrace was also a lot of fun. Anthony, thank you for taking care of us at the pool! It was appreciated. The pool area on the ground floor was awesome, and we never had trouble finding a place to sit. All seats with a view were taken early, and most spots of the beach required a cabana fee. Now to the hard part. The rooms, while beautifully designed, are dark and small. At about 550 SF, they are very efficient, and the lack of light makes the rooms feel smaller. The bathroom mirror is not backlit, and all of the surfaces are dark. The service to our room was poor and inconsistent. We would often return to our room without it having been serviced, even after turning on the service light. Consistent room cleaning, towel restocking, and turn-down service at this price point are not optional; they are required. We found it very hard to swallow that we had to pay for every single amenity. Plan to pay for everything except the towel here. Beach rentals, bikes for touring Princeville, cabanas, breakfast, and valet-only parking charged nightly. The food service and menus are limited. We ate at all the facilities and only left the hotel for one meal, but by day four, we felt we had tried everything we were interested in. Welina Terrace was the only outstanding meal, and most others fell short. - Despite the long list of "activities," we felt none of them were relatable. We appreciated the fire dancer on Friday at the Sandbox, but that was the only element even remotely "Hawaiian" about the stay. We would have loved a meet-and-greet with other guests, a wine/beer tasting, an omakase-style dining experience with select guests, a dance party on the beach, live bands at the Sandbox, and a sunset boating opportunity with other guests... it just isn't a priority for this location. I can't recommend this hotel for honeymooners. It just wasn't intimate enough. I personally thought the adults-only pool would save our experience, but there were three day beds and almost nowhere to sit at the adults-only pool area. The hotel seemed to cater to corporate groups despite having poor internet service. We personally didn't feel the hotel provided enough value to hotel customers. Guests coming for breakfast, lunch, or dinner were given the same pricing and treatment as hotel guests, with no preference given to hotel guests, which is truly a shame. If I were planning another trip to Kauai, we would likely stay at Ko'a Kea or the Grand Hyatt in Poipu. The weather in Hanalei Bay was consistently rainy, and it made it challenging to enjoy everything the hotel had to offer. The Poipu side of the island is consistently drier and sunnier. If you feel the need, as I did after getting hooked by the flashy website and photos, then stay a max of 3 nights, eat at least one breakfast at the 1 Kitchen buffet ($80/pp), snorkel in the bay if the weather allows, enjoy 1 meal at Welina Terrace, and move on to Poipu or another island. Skip dinner at 1 Kitchen Restaurant, it really wasn't worth the view or price. The room service menu is limited; they are clearly trying to discourage in-room dining. Maybe if you love golf or are a major fitness buff, this spot would be your jam, but I didn't get it. - I love to snorkel and felt the snorkeling wasn't great. It rained consistently, causing the nearby Hanalei River to flow into the bay and muddy the waters, making it difficult to see much of anything. The hotel successfully removes any hint of Hawaiian culture, music, decor, and food from sight. The hotel is so focused on creating a 1 Hotel-branded experience that it completely misses the opportunity to celebrate its inherent sense of place on the island and in Hawaii as a whole. The basics of luxury service, welcoming guests by their last name throughout their stay, celebrating their milestones with every opportunity, memory-making, and learning guests' preferences and catering to them, never happened. - We were there to celebrate our 15th wedding anniversary, and it wasn't acknowledged. Lastly, Kauai is a very remote and rural island; most roads are two-lane highways with 40-mph speed limits. The island gets a ton of rain. If you are looking for fun in the sun, try the North Shore of Kauai, Kona, or Maui.