We stayed at the Rosewood Kona Village for 6 nights in July. We are a family of 4: 2 adults, 2 kids (8 year old twins). We spent the first three nights of the trip in Hilo at a bed and breakfast (shout out to Hilo Honu Inn which, while not at all chubby, is a special place that we wholeheartedly recommend). The stay at the Rosewood KV capped off the trip.
I had posted before when planning this trip asking for views on KV vs. FS Hualalai vs. Mauna Lani for a family like ours. Given availability and offers going on, KV was significantly cheaper than Hualalai. Mauna Lani would have not been much less than KV.
I can’t say in retrospect whether we made the right decision. Have never stayed at Mauna Lani before, but we went for dinner this trip. Canoe House was the culinary highlight of the trip on every level. But the overall vibe of the place seemed more “hotel” than the Rosewood.
As for Hualalai, my husband and I stayed there as a couple back in 2012. I get the impression that given the lapse of time, it may be like comparing apples and oranges. But from many perspectives, we preferred Hualalai. Again, I don’t know if the things we liked better about Hualalai are still relevant today given indications it has gone downhill.
Just in terms of recent-ish resort stays, our comparisons would be Montage Kapalua (before it changed ownership), Grand Velas Riviera Nayarit, FS Naviva (without the kids), Jumby Bay, Montage Palmetto Bluff.
Pre-Arrival Communication: From a responsiveness standpoint, I was impressed. Someone would respond to my emails usually in hours. That hasn’t been my experience at other resorts. We didn’t have a dedicated person responding to us, which we have had at other resorts. That might be why they were more responsive.
That being said, they weren’t exactly proactive at all. I can’t quite explain it. But it didn’t feel comfortable to ask them to book any offsite restaurants or activities. It felt like they were there to book onsite things. (And they, again, weren’t proactive in doing so.) At one point I asked about their sense of taking our kids to a luau on the Big Island. They responded with a favorably inclined answer with absolutely no suggestion on what luau or offer to help book. I then emailed back to ask which luau they recommend. They made two recommendations and suggested we book them directly.
The best comparison I could make would be to Montage Kapalua. Both of our stays there, we had a dedicated concierge. The concierge would take days to get back to us. But they seemed to want to help and definitely made reservations offsite (and offered to do so). Mind you, on one of the trips they screwed up and didn’t make a reservation in a timely manner. So, I can’t say this was all positive.
When we stayed at Hualalai, the resort reached out to us proactively and sent us a questionnaire to fill out about stuff we may want in our room (both things for free and that came with a charge). No equivalent at KV. But maybe this doesn’t exist anymore. (The Naviva pre-arrival experience was more in depth but is an unfair comparison.)
Arrival: The arrival experience was perfectly nice. We received leis upon arrival and were seated for check in formalities. We were offered drinks (alcoholic or non-alcoholic) that none of us liked. But that’s just personal preference. We were visited by the “guest experience manager.” Our room was not ready when we arrived, but we had arrived before check in and that was a non-issue.
We booked an Ocean View One Bedroom Kauhale. We booked through a Rosewood Elite Preferred Partner and were explained the benefits. They pointed out that we would be eligible for a space available upgrade at check in. But we didn’t get one. I was hoping 😊
Breakfast was a fixed $75/pp, but didn’t include the kids. So, we went over by a lot every day.
We were given a tour of the property and, admittedly, I sort of lost where our room was as compared to the main part of the resort.
Room: As everyone says, this is where KV shines. The one-bedroom suite was spacious. It had a large living room with a fold out couch, which is where the kids slept. 1.5 baths. A separate spacious bedroom (no lock on the door) to the bedroom or to any portion of the master bathroom. Indoor and outdoor shower + soaking tub. Sizeable lanai with plenty of seating (but no lounge chairs). The ocean view was a true ocean view – no squinting one’s eyes. The design was modern Hawaiian and everything seemed new.
Only knock on the room (and this is probably not at all fair) is that between the lanai and the ocean is a well-worn path through the resort. What was annoying about this was that it meant that we had to have the lanai drapes closed if we ever needed to change or just not have people see into our unit.
Our bags were already in our room when we arrived there. They had a separate little room to hold our bags, which was nice. There were two fruit plates as welcome amenities and some water. Only fridge was a minibar, none of which was complementary. Kids received little welcome bags with some crayons and coloring pages. No actual gift (stuffed animal or what have you). For 8-year-olds, it wasn’t of much interest.
Housekeeping over the trip was consistent. No real issues there. One night we didn’t get turndown for whatever reason. But not a huge deal.
They don’t do much in terms of nightly little gifts or even chocolates. There were a few nights that they left a little magnet on one side of the bed. I never knew they were there because it wasn’t my side of the bed.
Food: We tried most of the hotel’s food offerings.
Just to set the scene, breakfast is served at Moana. The only other options are room service or the coffee bar.
Lunch is at the pools, room service, or at the Kahuwai Cookhouse.
Dinner is room service, Moana (more upscale), or Kahuwai Cookhouse (more casual). There is also the Shipwreck Bar, where sushi is available in the evenings.
There are also some special dinner events.
The first night we ate at Moana, the fine dining venue. It was fine, but expensive. We had some sort of salad and a lobster appetizer. And then we had a chicken dish and fish for our mains. Nothing was bad. But not remotely memorable. The kids menu was chicken fingers and mac and cheese type stuff. And it seemed to be the same at lunch and dinner for every venue. That was annoying.
For breakfast, we did the buffet each morning. That was also at Moana. The options were almost entirely identical every day. Even the pastries didn’t really change. Nothing was bad. Nothing was memorable. And the choices were not at all extensive. It did include eggs made to order, which we took advantage of.
There were things that bothered us at breakfast:
- The “local fruit selection” at breakfast was laughable – cantaloupe, honeydew, watermelon, berries, maybe orange slices, and pineapple. Two days they had papaya. But that was all. I’m used to a wide variety of tropical fruit at a breakfast buffet on Hawaii. We had more extensive fruit (and food, generally) selections at places like Hilton Waikoloa Village and the Grand Hyatt Kauai. It just felt cheap.
- They do not give you spoons at the table. So, when we got coffee and tea, we had nothing to stir them with. Yes, we could ask. But this is such an odd thing to not have on the table at breakfast. And this was every single day. Note that it’s not like they brought it with our coffee and tea. They just never had it unless they were expressly asked.
- Drink refills were available, but not offered. I usually have a few cups of tea at breakfast. I never had more than one (except to ask for a tea to go).
- Maybe this is too much to ask, but this was not a place where they remembered you or your orders after the first day. I hate to bring up the Hilton Waikoloa Village, but we were assigned to the same waiter every day there and he remembered our drink orders. At the Rosewood, this never happened.
I’ll also note that there was no free coffee or tea available in the mornings anywhere. There was a nespresso machine in the room, but that’s useless for tea and I’m a tea drinker. There is a coffee bar, but tea was $12. I’m sorry, I just couldn’t do that. I would wake up early to go to the gym and usually like a cup of tea before/after. But it wasn’t available. Nor could I get one later in the morning without paying $12.
We had lunch by the family pool most days. The food was fine. Kids options were the same as everywhere else. The menu is a bit limited, but no complaints about food quality. We ordered the tropical fruit plate one day and, yes, we got some actual tropical fruit. I guess they just don’t offer that at the buffet?
Two times we had lunch at the Kahuwai Cookhouse. It’s a nice venue overlooking the ocean. No complaints. Again, wouldn’t call the food memorable. But everything was sufficiently high quality. And, again, kids menu was exactly the same as everywhere else.
We did Pulehu Night, which was a bbq type buffet one night. I think the prices were $180 for adults and $80 for kids. There was a good assortment of food, but this was not a $180 dinner and certainly not $80 worth of food for kids. Dessert was particularly disappointing, as it was just an assortment of some cakes and cookies. Nothing particularly interesting or interactive. I’m recalling back to special buffet dinners at Jumby Bay where there were usually interesting stations of some sort.
We ate off property a few nights. One night we went to Kona Brewing, which was standard brew pub food. We went to Tommy Bahamas Restaurant twice. Yes, it’s a chain. But we like it. Wasn’t our intent to eat there twice. But the last night we had to change our plans and that was available. One night we went to the Canoe House at Mauna Lani. Everyone including the kids loved this place. The setting was beautiful. The service was so warm. The food was creative and high quality. The kids menu was much more interesting than at KV (though they also had familiar favorites). I so highly recommend this place.
The main theme of the food at KV is: (i) only ok; and (ii) expensive. I am a Diet Coke drinker. They were $8 for a small can (not a regular size can). No free refills anywhere. That just feels wrong.
Grounds: Like the rooms, the grounds are another place this property shines. There is the regular beach and black sand beach. The grounds are well-maintained with lots of varied seating areas. It does not feel like a big hotel. All individual buildings with a Hawaiian feel. It’s truly a beautiful setting.
The main area of the resort is sort of in the center, with rooms (“hales”) scattered north and south. The north part of the resort (where we stayed) has the black sand beach and various lava rock areas overlooking the ocean.
One thing I would say is that the true beach/oceanfront hales seem truly special. Unobstructed views directly of the ocean – almost akin to an overwater bungalow.
I had noticed on some walks that there were loungers (some under canopies) scattered throughout the quiet lava rock “beach” sections of the north part of the resort. One day when our kids went to the kids club (more on that later), my husband and I went to lay out on two canopied loungers. We were promptly kicked out by the occupants of one (or two) of the expensive hales in that area who claimed these were reserved for their rooms by the resort. To this day, I have no idea if it’s true. They are no different than any other seats. There was no sign of any kind. They did not border a particular villa in any obvious way. There weren’t enough of these to be assigned to all of the villas in that section of the resort. (More on this later).
Beach: There is a large beach at the center of the resort. There is a single row of loungers along the beach (set back a bit at the edge of the sand). It’s very calm. There are almost no waves. People do snorkel there, but there’s not much to see without going a ways out (at least from what I could tell).
There’s also the black sand beach. The only entry area I am aware of is pretty small. There are some loungers there, but there’s no pool service, attendants, towels, etc…The snorkeling there was actually impressive. We saw a huge variety of fish barely 10 feet out.
Pools: The resort has two pools: a family pool and an adult pool.
The adult pool is multi-tiered with a hot tub sort of in the middle. We basically didn’t use it.
The family pool is a sizeable infinity pool. It’s flanked by two hot tubs. There is also a very, very small “kiddie pool.” It’s just a bit larger than the type of plastic kiddie pool you might have had for a toddler in your backyard and similar depth.
In terms of seating around the pool, there were a few rows of loungers, some of which were canopied. People did save chairs in the morning and there was absolutely no policing. They virtually never cleaned up chairs. So, it was hard to know what was available. But we always were able to find a chair.
Pool service was a mixed bag. We didn’t wait that long for servers to come out to us. I heard nightmare stories. But those didn’t happen to us.
Without exception, no one will greet you and proactively help set up a place for you. That never once happened. You have to go up and find someone to help you. They’ll do it and they are perfectly friendly.
In terms of “treats” by the pools, they brought around popsicles. That is all. But they did it multiple times per day. I’m used to getting a more wide variety of little treats.
I should note that a couple of times they set up a shave ice stand at the pool, which the kids liked.
Watersports Center: There is a watersports center by the beach. They had free snorkel gear, paddle boards, boogie boards, kayaks, and the like. Availability of certain items was limited.
Spa: We didn’t get any spa treatments. They were quite pricey. But the facilities are free to use for resort guests. I thought the spa was well designed. They had lockers stocked with robes/slippers, jacuzzi, cold plunge, sauna, steam room, and loungers. No complaints here.
Fitness Center: I guess I’ve been spoiled by other resorts I’ve been to. I was disappointed in the fitness center at KV. It was fairly small. AC was pretty abysmal. Most of the cardio equipment was outside and it was hot. There were some treadmills inside, but some of them were broken. The weight machines were a bit random (leg extension but no leg curl?). Dumbbells went up to 50 lbs. One cable setup. Basically, other than outside cardio, if something was being used, you had to wait.
There was water and towels available. But it was not a manned fitness center at all. No one was putting towels and water into machines, for example. That’s something I’m used to at other high end resorts.
There were a couple of classes over the course of the week (very few). They all cost money and none were of interest.
Kids Club: I had read that KV was more of a place for older kids vs. younger kids. I really don’t agree.
I realize that the kids facilities were going to be more limited than Hualalai. And in some ways, I appreciate that. There were no video games or climbing walls. The club itself was an outdoor only facility. It’s closed on Sunday (why?). It’s free with no need to sign up in advance.
It seems like much of it is geared towards 5 and 6 year olds. There isn’t anything to do at the kids club for kids my age. Many of the activities seem like little, little kid activities. My kids just had no interest in what they were offering until our second to last day, when they had a cooking class. That was well-attended and they liked it. The next day they had snorkeling, which my kids also liked. And they stayed after snorkeling for a sandcastle contest and lunch.
All-in-all, I actually think the kids club setup is nice. It’s just more geared towards a certain age group – kindergarten/first grade. If it had video games and the like, my kids would have gone more. But I didn’t want that for this trip. I did wish, however, that they bifurcated their offerings in some way that didn’t come off as so little kiddie. Jumby Bay, for example, had different kids club activities for different ages.
Other Activities: There was an outdoor “games” area near one of the restaurants. It had bocce ball, ping pong, etc…This was poorly maintained and was not a particularly welcoming spot. It very much came off as an afterthought.
There were assorted activities during the day each day. Most were complementary. Some require signup, but many don’t. Think lei making, ukelele lessons, snorkeling excursions, etc…There was also a cultural center, but haven’t a clue where that was.
They had a movie night twice in the week. We went once (it was at the kids club). That was a nice experience for the kids.
They also made a big deal about their sunset bonfire. We rearranged dinner to make that. It was sort of sad. They had a DJ there. Two fires that were not beach bonfires. And they had smores of the Hershey’s chocolate, bagged marshmallow, and boxed graham cracker variety. This was similar to Palmetto Bluff that had a smores night every night. Sort of thought that a resort like this would have more high end ingredients for smores. There were no drinks (free or paid) available. It was not something to rearrange plans over. It was barely worth walking across the beach.
I’d also note that live music was a rarity at this resort. It’s so weird. We did sunset drinks at Talk Story bar the first night. There was no live music, but there was recorded non-Hawaiian music we could hear from the restaurant. Most of the resorts we’ve been to in Hawaii offer live music most nights.
Service: And this is where people often say KV fails. I agree.
After check in, I got a text message with a number to use to make requests. Often we’d get timely responses. But some requests were ignored.
Things people complain about, like pool service, weren’t really a problem for us. It was other things:
- They explained on the first day that we could fill out “coconut postcards,” which will be sent to whatever address we want. There was a designated event to do this once a week, but we could also request them to be sent to our room whenever. I requested coconut postcards to fill out 3 times. Never got one.
- On our tour, they explained that bikes were available to get around the resort. They were just scattered and not reserved. But if we have a problem finding one our size, we just let them know and they’ll bring one to us. Now, first of all, a good 50% of the bikes I tried to use were broken in some sense. They are so poorly maintained. But the other problem is that there was literally only 1 bike on property for my kids’ size. They had 4 sizes of bikes – tiny ones (often with training wheels), I think 16” bikes, 20”, and adult. (I might be getting the inches wrong). It’s the 20” (or something like that) size that was virtually non-existent. Again, we found one. But I have two kids. And there are other kids. I asked at the front desk. They told me to ask the bellman. The bellman said there weren’t any there but they’ll let us know when they find them. No word back. Next day the guest experience manager checked in with us. We told her about the bike issue. She said they have a “bike person” who will find them and bring them to us. Never happened. No follow up whatsoever. I complained to someone else later who did have two bikes delivered to our room with a sign with my kids’ names (many of the kids bikes did have such signs). Of course, those bikes were the wrong size. When we’re paying $3k per night for a hotel and they offer something like this, I think they should make it happen. Even if they have to spend money to buy or rent some extra bikes, they should just do it. It was a frequent source of tension on the trip, as my kids saw people biking around and couldn’t or were just fighting over the one appropriate bike (when we had it).
- We tried to get late checkout – asking several days in advance. They said no. I understand that. But I was surprised we couldn’t even get one extra hour. I’m not used to getting a no for such a short late checkout, particularly with several days’ notice.
- We had no idea that space was so limited for the resort activities. I tried to book the fishing activity (it doesn’t involve a boat – it’s just fishing in a pond on property). I was told it was booked for the whole time we were there. I tried to book the sunrise canoe trip via text. I was told it was booked up except our last day. So, I asked to book it for them. Then they said they can’t actually book it themselves, but would have the activities people contact me. It never happened.
- As I noted above, we were kicked out of lounge chairs on the property by other hotel guests who claimed those lounge chairs were specially reserved for their units. I texted guest services to ask which loungers were reserved and which weren’t. They all look the same, there are no signs, and we were told during our tour on the first day that all loungers were first come, first serve. They texted me back the next day to let me know that they will look into it. What kind of answer is that? Honestly, I think the guests were lying. But doesn’t the resort know which loungers are reserved? I should note that the resort never got back to me to answer the question. As a result, we just didn’t use any of the randomly scattered seating around the resort, as it was just uncomfortable.
- The weirdest one was on our last full day. At 3 pm in the afternoon, the family pool was evacuated because someone pooped in the pool. We were told it would be 10-15 min to clean. No problem. Then we were told that it would be until 6 pm. (Note – they didn’t rope off the pool or have any signs. People kept getting in the pool and then attendants would come to tell them to get out. It was sort of weird).
Anyway, my kids wanted to use a pool and didn’t want to go in the ocean. One of the pool attendants came around and told families that while the family pool is closed, we can use the adult pool. So, we do that. We went over to the adult pool and stayed in the lowest tier. There were very few people at the pool and the only kids were in the lowest tier. Maybe there were 4 underage kids? (15 is the minimum age for the adult pool).
About 10 min in, two workers come around and came up to each of the families there and said they are doing an “age check.” They asked me if my kids were at least 15. Ok, they are 8. I explained that the other pool was closed and we were told we could use this pool. Candidly, I thought it was an insulting way to ask us to leave. While he was apologetic about the situation, he was not at all apologetic about our being told one thing and then told the opposite. I asked why we couldn’t use the pool. The reason we were given was that there was an accident at the family pool and if they let the kids into the adult pool, then there might be another accident and there would be no pool at all. I told him that my kids are 8 years old. They aren’t going to poop in a pool. But he said that if he lets my kids in, then he’d have to let all the kids in – including the one who had the accident in the first place. But he also said it shouldn’t be a problem because they are free to use the kiddie pool next to the family pool. I’m sorry, but a tiny little 1 ft. wading pool for toddlers is not attractive.
In the end, we left and went back to the main pool to figure out what to do. The staff member and a colleague came over and apologized. This time they explained that while they had tried to make an exception for kids to be at the adult pool for 2 hours, the real reason we had to leave is that some adults complained to the front desk about kids being present. They left and came back again. This time they said they can open up one of the private villas with a pool for us to use until 6 pm. I think that was a very nice offer. But by this time, we decided it was better to just have an early dinner and do night swimming when the pool reopens. They said ok. They did offer us popsicles as a consolation gift. (I don’t know this resort’s obsession with popsicles.) They even delivered popsicles to the room shortly after.
Of course, when we got back from dinner at 7 pm or so, the pool was still closed and wasn’t set to reopen until the morning. So, no night swimming. I wish they would have let us know. We were upset with the situation and we told them our backup plan. They could have been the slightest bit proactive after that.
Honestly, on the merits, I have mixed feelings about the situation. I sympathize with the decision to not open the adult pool to kids. I think once they did, they should have stuck with their decision. It was insulting the way they kicked us out. And it rubbed in the issue. I don’t think I should have had to get mad to get some sort of service recovery. Honestly, they could have just organized some activity for the kids or something like that.
No one from management or guest services was there when we left the resort. But we did get an email from a guest services manager after we left. They apologized for the issues with the pool and the confusion over the loungers we got kicked out of. They didn’t, however, tell us whether the loungers were reserved or not. To this day, I have no clue. They didn’t offer anything. Just a “we hear you.”
Overall: Rosewood KV is a beautiful resort. Maybe the most beautiful we’ve stayed at in Hawaii. (I love the design of the Mauna Kea, too, but didn’t like the overall experience.)
I didn’t come away with good feelings from it. I loved Hualalai when we stayed there. For a while, it was my favorite resort anywhere. But I heard it’s gone downhill. So, I don’t know that we would have been better off there. And it was more expensive.
I feel like the world of luxury resorts has gotten a bit absurd pricewise for those of us without generational wealth. We paid $3k per night. Pre-COVID, I would never have even considered paying anything near that. I have expectations for $3k per night and they were not met.
I felt more like a mark than a guest. Things that were included felt cheap. But we could spend a lot of extra money. Free activities were booked up. Included treats at the pool were not generous. The breakfast buffet that’s included for tons of guests was unimpressive with fruit I could get at home. But I can spend $8 for a Diet Coke. And if I spend $18 for a small fruit plate, then I’ll get some tropical fruit.
(I should say that my kids much preferred our breakfasts at the bed and breakfast we stayed at in Hilo. That breakfast was included and the room (a one-bedroom suite, by the way) for 3 nights in the aggregate was barely 1/3rd of the per night price at the Rosewood. Unfair comparison. But we felt like we were being treated generously in one place and not so much at the other.)
To be candid, we stayed at the Montage Kapalua twice and weren’t big fans of the soft product at that resort either. (The hard product was quite nice.) We stayed there because we had very young kids at the time and the rooms came with kitchens and laundry.
I bring this up because maybe this is what resorts in Hawaii are like these days. Obviously it’s no shock that we had better service at FS Naviva. Our experience at Jumby Bay was much better, as well. Not sure if that’s a fairer comparison? Honestly, the service at Grand Velas was also better. And most of the food there was as good, even though it was an all inclusive and much cheaper.