Kihei Accommodation with Spa

Cleaning service was slow

My stay was a nightmare, not just due to a massive bug infestation after a storm, but because of the front desk’s dismissive and unprofessional attitude. On our first night, hundreds of bugs swarmed our entrance and bathroom. After I called, housekeeping came to vacuum. Housekeeping was kind and cleared the bugs, advising us to keep all lights off. We complied immediately. However, the swarm returned shortly after. I was forced to kill bugs and block the door gap with towels to block them from entering. The next morning, I requested a room change, showing photo evidence that while our door (near the elevator/vent where the bugs entered) was swarmed, others were clear. The front desk agreed to change but her response was unprofessional: 1. Gaslighting: The agent repeatedly insinuated it was my fault, questioning if I left lights on 2 times despite my assurances that we followed all instructions. 2. Absurd Deflections: When shown that other rooms were clean she claimed maybe other guests used bug repellent. It is the hotel’s responsibility, not the guests’, to manage pest control. My Not to mention I had already sprayed until I could barely breathe with no effect. 3. Rude Communication: When I explained the towel-blocking was unsustainable, she interrupted me with an impatient, insincere "sorry." 4. Lack of Transparency: No warning was given at check-in about the light/bug issue. We later discovered bugs were entering through a vent near the elevator directly next to our room.

Great stay! Pool was beautiful and rooms were perfect. Downside is 10am checkout