Disappointing Experience at OUTRIGGER Kona Resort and Spa
I stayed at OUTRIGGER Kona Resort and Spa through Expedia, expecting a relaxing vacation with premium amenities as advertised. Unfortunately, the reality was far from what was promised, leading to a very disappointing experience.
Firstly, the spa, a key feature that influenced my decision to book this hotel, was under renovation, a fact not disclosed at the time of booking. The lack of transparency was disheartening. Moreover, a significant part of the hotel was also under renovation, which we were not made aware of beforehand.
The conditions of our Deluxe Suite, particularly the bathrooms, were highly unsatisfactory. The water temperature in the showers was erratic and made it impossible to use both bathrooms simultaneously — a significant inconvenience for my family. Additionally, the poor drainage in the shower, leading to water accumulation, was both uncomfortable and unsanitary.
When I reached out to Expedia for assistance during our stay, the response was disheartening. The lack of support and dismissal of our concerns added to our frustration. It's perplexing and unsatisfactory to be told that Expedia has no responsibility for the hotel's conditions, despite being the booking platform and the intermediary between customers and hotels.
I had high expectations from both OUTRIGGER Kona Resort and Spa and Expedia, but the experience did not meet the standard promised nor justify the price paid.