Kapolei Accommodation with Spa

We have stayed at many Embassy Suites and always enjoy our stay. I want to say the same for this stay, but I cannot. The positives — the room and facility were clean with nice staff. The negatives — we booked 3 rooms. Air conditioning didn’t work in two. Maintenance came to fix, but the fix only lasted one night. I was charged a deposit of $1500 with no communication this would be held on my card. When I asked they agreed to refund but due to processing times this would not be returned to me until after our vacation was over. Halfway through our stay we were charged for deposits AGAIN. We were told they switched billing systems and the new system must have regenerated the charge. This time they were unable to fix due to the new system. The cost of one of our 3 rooms was refunded. I was happy to settle for this and appreciated the efforts to make the billing right. However - 4 days after our return home we were again charged for the room anyways. Overall this stay held up thousands of dollars in funds that we had saved for this trip. It limited our expenditures for this once in a lifetime trip extensively and cost us a lot of opportunities to experience Hawaii. This stay and the dishonesty will billing has soured my opinion of Embassy Suites heavily!

Everything about this property was phenomenal. From start to finish the best service in the industry! The rooms were immaculate and maintained multiple times a day from housekeeping to turn down service. The beach and pools were all incredible and comfortable for everyone. The staff from when we arrived up until the time we departed were first class! If I ever make it back to Oahu, this is where you will find me.

Amazing stay!! One of our most memorable vacation. Very clean, great staff, great food, great pool areas and best beach lagoon. Great family stay. Will def be back.