Paia Bay

Our stay presented good value and a beautiful ocean view, but several issues affected our overall experience. A few days into our stay we found a leak in the closet from the air conditioning, resulting in a large puddle, our safe was in there as well. Thankfully our belongings were unaffected and maintenance arrived within a couple of hours to address the problem. We also noticed considerable hair on the sofa, indicating insufficient cleaning after previous guests. When we contacted the front desk (a couple days into our stay) we learned that cleaning is available only for an extra fee. This policy was not communicated beforehand. I called to get the checkout instructions which were very vague, simply to “take out the trash,” and there was no clear guidance on where to dispose of it. On checkout morning, we approached the front desk for clarification but were met with a closed window and delayed assistance with a staff member at the front desk ignoring us because “they open at 10.” Only after pressing for an answer were we directed to trash chutes at the end of the hall. Additionally, details about hotel amenities were lacking. Staff at the neighboring Sands of Kahana were far more helpful and knowledgeable about our property and we checked in there due to the absence of staff at our own hotel. Their service was much more pleasant and accommodating. While the location and views were excellent, problems with cleanliness, communication, and service impacted our stay. Not rec.

We will definitely come back to this resort. It exceeded all of our expectations.

Our first impression of the unit was this is beautiful. We had the loft unit which had a fantastic ocean view, sunsets were amazing. The pool and beach area was very nice and the on-site restaurant was a nice option. There is no AC in any of the units but really wasn't an issue because of the beautiful trade wind which blew through the unit to keep it comfortable. There was plenty of room for our whole family and plenty of kitchen utensils, plates and pans to cook meals. Each building had a bank of four grills which was nice option we used twice during our stay. Here is where the problem was, my daughter and husband found a curly hair in there shower on day one inspection. Day two they saw a cockroach in the loft bathroom. Called the desk to report the issue and they did send maintenance up to take a look, not sure what they did, my daughter said they weren't there very long and didn't ask where we saw the pests. Then the day after my 4 year old granddaughter screamed when she saw a cockroach making its way from the laundry area to the kitchen. I went to see what she was yelling about and there it was a inch and a half to two inches long. I dispatch that one and now we are on the lookout for them. Saw a number of small baby ones in the kitchen and then saw a medium sized one in the master soaking tub. Needless to say we all felt our skin crawling just thinking about it. We did mention it at checkout but they didn't apologize for the issue or offer us a discount either