Kona Village, A Rosewood Resort

“Much better than the Four Seasons Hualalai”

We absolutely loved every minute of our first stay at the Kona Village Rosewood. We felt so well taken care of the whole time we were there. The vibe on property is amazing. Our new home base on the Big Island! Big Mahalo to the management and wonderful staff.

“Private getaway”

Words cannot justify the beauty and privacy of this secluded resort ! Superior Staff, Cuisine, and Housekeeping. Large adult pool with lap lanes . Never a crowd and always tranquil. Our best family vacation ever !

“Mediocre”

Overall, we had a pleasant stay, but it was still quite far from the level of service and attention to detail we’ve experienced at other Michelin Three-Key hotels. My impression is that the hotel was built with a lot of ambition, but over time the operation seems to have become very cost-conscious,… more

Overall, we had a pleasant stay, but it was still quite far from the level of service and attention to detail we’ve experienced at other Michelin Three-Key hotels. My impression is that the hotel was built with a lot of ambition, but over time the operation seems to have become very cost-conscious, and that shows in many small details. For example the slippers were extremely low quality—very thin and full of loose threads (disappointing compared with the Frette slippers used at all Ritz-Carlton properties). There was no turndown gift, one section of the curtains was very difficult to open and close, the body lotion in the room had almost solidified and was nearly impossible to squeeze out, and the buggy service was slow, usually taking over 20 minutes even though we were told on the phone that it would arrive in just a few minutes.There was also a small billing issue at checkout, although it was resolved quickly. There were many other small issues like communication problems as well, too many to list one by one. The front desk staff did not seem well trained, almost like outsourced staff. During check-in, they did not even understand “snorkeling mask.” I had emailed the hotel in advance about paying with a gift card, and they told me to simply mention it at check-in, which I did. However, at check-out, I was told the gift card could only be used at the restaurant, not for the room charge. Two front desk staff even insisted the hotel had never accepted gift cards for room payment and refused to refund my deposit. Luckily, I had the email as proof, and after arguing, I was finally allowed to pay with my gift card. Overall, only the restaurant staff were warm, professional, and friendly; the rest of the staff were cold and unhelpful. None of these issues is major on its own, but taken together they made the stay feel less polished and less comfortable than expected. It is still a good hotel, but given the price and its Michelin Three-Key, I do not feel it offers good value.

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