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Kanaloa at Kona by Castle

3.0 out of 5.0

Recent guest reviews

Booked one night, including pre-paying a $160 cleaning fee online, was charged an additional $150 upon checkout, and the receptionist could not explain the fee to me because she said I booked through a third party. I don't understand how the cleaning fee could be over $300 for a standard stay. The staff is rude (the front gate guard is a real gem), the place is dated, it feels like a retirement home. Kicking myself for booking this place, should have stayed next door at the Sheraton. Not worth it. They also charge you if you want to turn the AC on for 6 hours, it is another $30 per night fee.

This one is a tough one. Would I stay there again? Probably. However, there are definitely some things you should know before staying here. I'll start with the pros: Pros: ------------------- 1) We stayed in a two-bedroom condo. It was HUGE. Three balconies/lanais. Decent size kitchen, living room, and washer/dryer. 2) The location isn't the best place on the island, but it is right on the beach (a lava beach). Fantastic location for incredible sunsets against the waves and rocks. 3) Free wifi 4) After being told they wouldn't hold my luggage (since we had a late flight back) and frankly being very rude about it, which I have never had an issue with in Hawaii previously. After multiple calls, I finally called someone prior to the last day that was finally kind and helpful, and helped accommodate us on the last day (this was the saving grace of otherwise terrible hospitality/customer service, which I will get to in the cons). Neutral: ------------------- 1) I was aware of the cleaning fee prior to the booking, so I'm not going to pretend like this was a negative. However, depending on what the cleaning fee is for you (depends on the condo size), you should factor this in when comparing pricing with other properties. HOWEVER, the condo was not cleaned well when we arrived. The fridge was very dirty, there was garbage on the floors, water marks on the sinks, and a wet blanket in a ball on one of the beds when we arrived. This is not acceptable. 2) They don't clean the condo during your stay unless you pay for it. I've been to Hawaii more than a dozen times, and some condos are cleaned during my stay and some aren't. Just something to be aware of and maybe again considered when comparing pricing. Cons: ------------------- 1) By a wide margin, the worst thing about this place is the hospitality/customer service - one guy in particular. Probably the worst customer service I have ever experienced, and I am someone that travels constantly for work and pleasure. When I made my booking, I was given nothing more than a confirmation number and a small blurb about the cleaning fee being extra. I was proactive in my booking (where many people would probably not be) in that I got on Kanaloa's website and contacted Kanaloa prior to my arrival as we would be arriving late due to our late flight. I asked about the check in, and they told me that when I arrived at Kanaloa that security would help me. We arrived close to 10:00 PM. The gate was closed, so I parked outside the gate and went to what appeared to be the office to check in. There was someone walking around inside, so I knocked. I could see the guy walking around, but he didn't come to the door. There was a courtesy phone, so I picked it up and called. No one answered, but instead an automated greeting told me to wait at the gate and someone would come to assist me. I waited at the gate. No one came. I went to the office again. This time, the guy came out (not because I had knocked), appeared to be security, and quickly hopped on a golf cart. I quickly stopped him and asked if he could help me check in. With this simple question, the guy almost tore my head off. You would have thought I had committed the worst offense ever. He told me he needed a room number. I told him I didn't have it. I quickly looked up the reservation on my phone again to see if there was anything else I could give him. Within literally 30 seconds, the guy lost his patience, and took off on his golf cart. I had to go chase him down. Finally, after two additional attempts asking him for help, almost begging on my hands and knees, he literally made a 10 second call and got the information needed for my room. Maybe the guy was having a bad day or something, but this kind of behavior is beyond unacceptable. If this is his normal behavior, he should be fired immediately. We had several, additional bad experiences with security and management, but this review is already too long to go into them. I think the root of the problem is that the Kanaloa rentals are actually managed by a separate group that is located 15 minutes away from the condos (Royal Sea Cliff). They are probably being paid a fee to do this. The Royal Sea Cliff management seems very disinterested in helping guests at the Kanaloa. The onsite management, who primarily deals with owners residents at Kanaloa, also seems very disinterested in helping guests. The lack of interest in helping guests that are renting condos instead of actually living there has honestly resulted in a hospitality disaster. 2) Air conditioning is something like $25-$35/day. I was not told about this prior to my visit, and have never been charged for this in Hawaii previously. Fortunately, the room would typically cool down around 11:00 PM and we were gone most of the day, so it wasn't a huge issue.

My wife & daughter's family stayed at this 3 bedroom, 3 bath condo for about a month in unit 3603. It was very clean & up-to-date, & had just about everything you would need (plenty of dishes, pots & pans, towels, etc.). The rooms were large & had a great lanai over looking the ocean. The property is more like a private resort with 3 pools, tennis courts, BBQ grills, & even a condo club house with games, etc. The property is also close to a shopping center with a super market, drugs store, etc. If you are looking for a great place on the Big Island for a family vacation, I would recommend this place, especially this unit.

Overall, a beautiful property and spacious condo with all the basics that one needs. Unfortunately, I was not aware of the $135.00 cleaning fee on top of what I paid for the stay; especially for just staying for one night.

We are a family of four, with two teenage children (19 & 15) who just spent 10 amazing days at Kanaloa at Kona on the big island. The 2 bedroom/2 bathroom condo was classified as ocean view, but was almost close enough to call ocean front. (Almost). It’s a beautiful property and our unit was well appointed and spacious with plenty of storage and amenities. The ocean pool was relaxing at sunset to watch the incomparable view. Staff was attentive and nice. The only criticism I have (which is more informational than a complaint) is that they charge $25/day to use the air conditioning. Even in winter, Kona is hot and humid. That said, however, if we ever return to the big island, this is where we will stay! It’s beautiful and the location is fantastic!

Every unit will look different. We had an Oceanview 2 bedroom unit. We arrived around 9pm and check in was simple. I read about the cleaning fee prior to arrival so no surprises here. I will definitely check my statement to see if there are any extra charges... We didn’t buy air even tho I still think that’s ridiculous. We went in November and the room at first was stuffy but after opening windows it became comfortable. Not sure about it in the summer months. Place was clean... had beach/pool towels. Adults only pool was quiet. This condo is a little bit away from the center but not by too far. If u want to be in walking distance of things stay up by the Royal Kona. The condo isn’t far from a drug store (cvs), grocery store, restaurant Sam Choy, and a small center..... not a bad choice as long as u know what ur getting into

I was optimistic but this place exceeded our expectations. Spacious waterfront 2BR 2 BA condo with large lanai, fully equipped kitchen, free parking, auto blinds and more. Property has several pools - one oceanfront - a tennis court, security gate and is on a golf course. Stores, movie theatre and restaurants are less than 5 min away.

I booked on Expedia: A two bedroom waterfront condo. I received a two bedroom waterfront condo with one bed in the master bedroom. The front desk said that I didn't specify in my reservation. They were able to change rooms, but now that our vacation is over I have been given another charge. The Location is amazing The view is awesome, and the waves crashing into the rocks is great to listen to and watch. The ocean pool is really great, it is missing one tile. There needs to be more grills. One is currently out and the demand on the working one next to the tennis courts is to much. The system that is in place for the tennis courts is not used by the owners. They are used to no one playing on them and surprised when someone is. Also the tennis balls that are provided are awful, bring your own. Castle is the managing company. I do not trust them. I would want a clear break down of all cost and would want to pay ahead of time. We had a group of 15 people at several condos. I hope other people don't have the same problem. Even after the problem that I currently have, I would like to go back to this location.

Having read a lot of the reviews, I am sure that to some degree the experience you will have at the resort, will depend on the condo you have. I had number 404 and I could not have been happier. The owner had obviously put a lot of care into keeping the condo in great condition and it was really comfortable. Comfy bed, comfy sofa for watching the TV which had loads of channels. I was on holiday to see this island, but when I was in the apartment I was very relaxed. The complex is really quiet, and there are a few pools, the oceanside pool was my favourite. Comfy sun loungers for getting some rays. The staff were very accommodating. I had no issue with the fact that I would have to pay for air conditioning as I found the fans to be sufficient. No issues with the cleaning fee neither. The only thing of which to be aware is that there is no bar/restaurant on site. No big problem, as there is a large shopping centre at the top of the hill, just a few minutes drive away, with a great supermarket, pizzeria, bar etc. But if you want a few drinks and leave the car, it is a rather sweaty 15 minutes walk uphill to get there, at which point you might feel the need to walk around the air conditioned supermarket for 10 minutes just to cool down. So, for big drinkers, it's not ideal especially as the road up to the shopping centre has minimal lighting. Otherwise, this resort is a peaceful oasis.

Great Location and moderate amenities. Clearly an apartment setting and decor is 1980s. Pest control problem is evident, and beware of fees that are added on that the manager will clearly state a customer has knowledge of before they rent the unit even if it is only for one day. Between your reservation once you arrive and stay for a night or two, they will hand you a form requiring signature to release liability of this knowledge as a decoy tactic. Shady practices while getting moderate service.

78-261 Manukai Street Kailua-Kona HI

Hotel highlights

  • Free WiFi in rooms and public areas
  • Free parking
  • 3 outdoor pools
  • Laundry facilities

Kahalu'u Beach Park is within 2 miles (3 km) of Kanaloa at Kona by Castle while other popular attractions such as Magic Sands Beach are within 3 miles (5 km). This 42-room, 3-star condo resort welcomes guests with 3 outdoor pools and conveniences like free in-room WiFi and free self parking.


Rooms

Each condo features a kitchen and a patio, and there's space to spread out with a living room and a dining area. A TV comes with cable channels, and guests can stay connected with free WiFi. Other standard amenities include a coffee maker, a ceiling fan, and an ironing board.


Property features

3 outdoor pools, a spa tub, and outdoor tennis courts are featured at Kanaloa at Kona by Castle. There's free parking and an area shuttle for a fee. Staff members can answer questions about accommodations, and also provide a safe deposit box at the front desk. Additional amenities include free WiFi in public areas, a meeting room, and laundry facilities.

Room options

2 Bedroom Ocean View

Queen 1 | King 1 | Sleeps 6

2 Bedroom Oceanfront

Queen 1 | King 1 | Sleeps 6

2 Bedroom Ocean View with Loft

Queen 1 | King 1 | Sleeps 6

1 Bedroom Ocean View

Queen 1 | King 1 | Sleeps 4

Guest reviews for Kanaloa at Kona by Castle

Everyone (6) Couples (1) Family (3)
5
Families Families

The property was well kept and very quiet. But there was a separate charge for AC. That should be factored into the room night cost even if it goes up.

By on May 16, 2019

4
Families

The resort had great views. The phones were down, sop it was hard ro get in touch with the front desk. Charging 25/day for a/c after everything else was a negative. Also our unit had no hot pads, oven mits, dish cloths etc, and as i said, the phones were down so it took a few days before we were able to get them. The internet was also very slow.

By on Mar 17, 2019

4
Everyone

We arrived late but it was easy since there are 24 he security staff. 3 pools and the one by the ocean was amazing. Easy access to Mona and driving to other beaches. Awesome stay!

By on Nov 9, 2017

5

excellent location for your vacation.

Everyone

It was a beautiful experience. A very comfortable home away from home. Located at the end of Kona making it private and secluded yet close to everything you need and want to see. You can see the beach Perfect location. The staff is friendly and helpful. They provide you with excellent service and have very good knowledge of the Big Island. Great choice.

By on Jun 24, 2017

Review comment responded on Jul 30, 2017

Aloha, We appreciate you sharing your beautiful experience.We are fortunate for this beautiful Hawaiian location we are able to share with others.

3

nice room. extra charges make it expensive

Everyone

Nice room. Extra charges not disclosed by Orbitz makes it expensive. Air conditioning an extra $26 a day, $85 cleaning charge, $180 in resort fees.

By on Jun 7, 2017

Review comment responded on Jul 30, 2017

Aloha, Thank you for sharing your concerns. We have worked to ensure that fees charged at the property is communicated by our online travel partners. We do not want our guests to arrive at the property and be surprised with additional fees. Orbitz does list additional resort fees on their booking site and it is also included on the confirmation sent by Orbitz. We are glad you enjoyed your recent stay and will continue to work on better communicating resort policies to our guests and partners. Mahalo,

4

nice facility but service issues

Everyone

This is an excellent property with multiple swimming pools so there's always space, wonderful, airy units with great kitchens and balconies and a really good location. The grounds are well kept and our unit was clean and tidy when we arrived. But unfortunately the service available didn't measure up. Many visitors might never notice that there is no one to help between 5 PM and 8 AM but we had 3 separate issues where the service came up short. First, we thought (wrongly) that we wanted air conditioning. First we were told "any time you want it, we'll give you the key" but when we called back minutes later we were told it was too late for anything to be done that day (at 4:30). Next it took 2 days to get the wifi working because no one was available before 8 or after 5 and we were touring. (And, in fact, the unit's wifi never did work; when we eventually talked to someone she gave us the password to a separate system) Finally, the TV cable went out on Sunday evening. We tried to re-boot the system ourselves on Monday but that didn't work so we reported the issue as soon as the office opened on Tuesday before we went on a trip and didn't return until after 5. The TV wasn't fixed on Tuesday which was really frustrating because there was no one to follow up with.After more calls it was fixed Wednesday. The management contacted me about my frustration and gave us a bit of a refund but I hope they will at least get an answering machine so that after hours issues can be addressed.

By , from Santa Barbara, CA on Mar 12, 2017

Review comment responded on Mar 19, 2017

Aloha, It is good to hear that your overall experience was positive. The property office hours are 8am to 5pm. I am disappointed that we were not able to resolve your issues in a timely manner. I will address this with my team. We have a direct phone number for security to assist guests when the property office is closed. My Front desk team informed my of your situation on your second day which is when I contacted you directly. My business card is on the front desk guests are able to contact me directly if they have an issue that needs attention. I hope to see you again on your next visit.

5

nice hotel close to the beach

Everyone

We found roaches and lizards in the room . Wish the room was cleaner

By on Sep 6, 2016

5

room was legen wait for it dary

Couples

We really enjoyed our stay. We were originally going to stay somewhere else, but then our group increased to five people and we needed a bigger place. We really lucked out by finding this one. We came at night, and the staff was really nice getting us to our room. I should say mini palace. It had stairs. The art work was beautiful. There was a full kitchen and two rooms. Master bed room was huge with a patio and a big bathroom. Guest room was big with another bathroom. Living room was well decorated and huge. It was a fun stay there.

By on Apr 21, 2016

5

condominio a pie del mar

Everyone

Un condominio bastante amplio y limpio. Muy confortable y decorado al estilo hawaiano. Tiene una cosina grande y equipada. Su balcón es amplio y tiene una mesa donde pasamos muchos momentos muy agradables. Asta nos toco ver delfines desde ahí. Definitivamente volveremos a hospedarnos ahí.

By on May 11, 2018

Review comment responded on May 17, 2018

Aloha, I am glad you enjoyed your recent stay with us and look forward to your next visit.