Longtime Loyal Guest — Extremely Disappointed
I have been traveling to Hawaii and staying at the Royal Hawaiian for over 25 years, usually for 10 days or more each visit. I’ve always loved this property — until now.
This time, we booked through Expedia to get a better rate after speaking with Bonvoy directly and finding their prices unreasonably high. Unfortunately, from the moment we arrived, it was obvious we were being treated differently because we didn’t book directly through the hotel or Bonvoy. We were rushed, made to feel unwelcome, and overall treated like second-class guests.
Adding to the disappointment, we paid extra for an oceanfront room — but ended up with a view mostly blocked by palm trees. When we addressed the issue, there was no urgency, no apology, and no attempt to correct the situation.
This property used to feel magical, filled with genuine warmth and aloha. Now it feels cold, corporate, and transactional.
As a loyal guest who has chosen the Royal Hawaiian for decades, it’s heartbreaking to see how far the experience has fallen. Booking through Expedia should not mean you get treated differently — but sadly, that was our experience.