Initially, we had quite a few issues with our stay, but after submitting a review on the resort website, the manager immediately contacted me and made a huge effort to see that all of our concerns were addressed.
The hotel and grounds were very well done. I loved the koi ponds and gardens throughout the property.
Our first room had a beautiful view but was ground level. We were moved to another room that had no upstairs noise and an even better vista, right on the ocean.
Breakfast was included and was a typical buffet affair. Dinner at the Terrace (Asian) was amazing. Unfortunately, it closed after our first night. My only complaint was the seating. I'm not a big person, but the slatted seating was so uncomfortable I was looking for anything to sit on. I saw other people using their napkins! The found, though, was worth the discomfort. Unfortunately, Fresco (the other restaurant) was not as good. Portions were laughable. (After my complaint, the service improved and we received a complimentary pasta dish with our next dinner.)
The pool was a nightmare. Over-crowded, poor service, and short on seating. In addition, there were far too many children with no place for adults to find peace. This property needs a second pool.
The beach was a short walk but lacked the charm and service we're used to at a Four Seasons. The water was rough and the shore a bit rocky, making it a bit treacherous. It, too, was over crowded.
The staff was not up to Four Season standards. We had many issues with room service, pool service, dining, gym, and house keeping. Again, as soon as these were brought to the attention of the manager they were addressed.
We ventured up to the other Four Seasons property, the Lodge at Koele. Gorgeous grounds and nice hiking trails. The staff was helpful and accommodating. There is a huge difference in weather and temperature between the two properties (15 minute drive by shuttle). We loved the reliable sun at the beach, whereas Koele was often cloudy and cool. The one advantage to the mountain property is the peace and quiet not found at Manele Bay.
Overall, we enjoyed the views, grounds, and weather of Manele Bay, Everything is extremely expensive (as is typical Four Seasons) so it was disappointing to have so many service issues the first few days. Again, after contacting the manager, things vastly improved. The issue of overcrowding was never alleviated. Not only at the pool, but most gathering places were overrun with unsupervised children. We did not find our stay as peaceful and relaxing as we would have liked.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
7 February 2012
Report response as inappropriate
Mahalo for taking the time to share your experience with us. I'm sorry to hear your recent stay did not meet your expectations. We do value your feedback and are currently addressing the items noted in the specific areas, such as the service and food & beverage, so that we may enhance the guest experience. On a positive note, I'm glad you spent time at the sister property and explored the beautiful upcountry and hiking trails. Thank you again for sharing your feedback and I hope we are able to regain your trust in the Resort to welcome you back. Should you wish to discuss this further, please don't hesitate to contact me directly.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC