1 Hotel Hanalei Bay

Amazing grounds awesome pools !!! Beautiful beach . The Best was Fiona !! She is the one who really made our trip awesome .! She truly cares and takes such good care of all who come !!!!!! Thank you Fiona your the Best !

I had Terry for a facial and she was amazing. Like no other facial I have ever had. Just the best and the non invasive way it was done was a true pleasure.

Beautiful setting, service below the luxury tier it’s priced at I booked a week here through Chase Travel using a large Sapphire Reserve points balance, expecting Four Seasons / St. Regis caliber given the positioning and ~$3K/night value. The location delivers — Hanalei Bay is stunning. The service operation underneath does not match it. The bright spot was the front desk. Christian was exceptional — proactive, anticipatory, true luxury hospitality. He operates well above the systems around him, and that gap defined the stay. What to know before redeeming points here: • Arrival is disorganized — poorly marked valet and check-in, long waits. My car came back covered in tree sap and stains with no acknowledgment, on top of $55/day valet plus constant tipping. • Concierge planning fell short. Working a month ahead, I was never told that Napali Coast / Kalalau Trail access and the nearby botanical garden require reservations weeks out — so we lost both. Book those yourself before arrival. • It’s marketed as a wellness couples retreat but runs at family-resort density. The unit above us dragged unpadded furniture across stone tile from 7 AM to midnight daily; security never resolved it across repeated requests. Sleep — the thing wellness sells — wasn’t protected. • Cleanliness lapses: moldy food left in a drawer by a prior guest, and open-air design that lets birds into the kitchen and lanai, fouling surfaces, artwork, and light fixtures. • Relentless fees — premium valet, $60+/person breakfast, a spa day pass on top of the room — so every interaction feels transactional. The mobile app is effectively non-functional. I raised all of this directly and constructively after the stay. The Director of Operations replied once, then went silent on two follow-ups. That’s consistent with the on-property experience: the operation doesn’t close loops. Bottom line: spectacular location and individual staff who deserve better systems, but a service operation not yet worth a premium points redemption. Go for the views — with expectations calibrated, your own reservations locked in, and a quiet room requested up front.

I originally wrote a review back in March after my husband and I stayed at this hotel to celebrate our anniversary. Unfortunately, what was supposed to be a special and relaxing stay turned into a very upsetting experience. We booked one of their expensive rooms, expecting a clean, comfortable, and memorable stay, but instead we found roach eggs and roaches in the room. We reported the issue right away and were told it would be cleaned up immediately, but that did not happen. It took far too long for the situation to be properly addressed. Eventually, they moved us to another room and offered a $200 credit, but that did not come close to making up for the distress, discomfort, and disappointment we experienced during what was supposed to be a special occasion. What’s even more disappointing is that it now appears my original review may have been deleted. I believe guests deserve transparency, especially when paying premium prices. This was not the level of cleanliness, urgency, or service I expected from a hotel at this price point.

12/10 - Shannon & the concierge team has been incredible