The pictures of the inside of the condos on the Napili Point Resort official website are deceiving and do not depict all the condos. We stayed 10 days in B43. First impression walking into the unit - it smelled musty and old. The unit lacks pride of ownership. It is in dire need of a remodel and update - old wallpaper, walls need cleaning and painting, miss-matched decor, outdated kitchen & bathroom, old & rusted kitchenware & appliances. NO Wi-Fi. I understand bringing unacceptable items to the attention of the manager. But the owner/manager should anticipate a guests' basic needs. We had to ask for a new can opener and blender. The manual and electric openers were both rusted and caked with old food. The blender base was cracked, leaked and also had old caked food on it like it had never been taken apart and cleaned. For $200+ a night the owner provided only salt and pepper. Would have been an appealing added touch - small welcome basket. There was a non-working window ac unit in the bedroom. We didn't need it so we didn't bring it to the manager's attention. We had to ask for more basics - shampoo, soap, paper towels and toilet paper. Back of unit was on the street so there was a LOT of street noise.
On the plus side - absolutely beautiful ocean view, saw seals, whales, turtles, convenient walkout lanai, away from busy cities, Napili Market convenient for shopping, Cafe o Lei restaurant next door had great dinners and drinks, condo provided boogie board & beach chairs, slept on pullout in living room because of the view and fell asleep and woke to sounds of the ocean, front door screen lets in breeze. Very convenient to have a kitchen to cook in instead of eating dinner out all the time. Ate breakfast in and made lunches to take to the beach. Bought assorted drink fixings and made exotic cocktails each evening. Another plus...no bugs.
Would we stay here again? Not in B43. I would get a picture of the unit or rent privately from individual that has posted pics. Older lady at front desk needs to improve her customer service. No Aloha, Welcome, smile. Basically, sign here, need your credit card, here's your key. Mai tai reception would have been a much needed added plus. Despite reserving our 10 day stay 7+ months in advance and requesting 4 different units away from the street in advance, we were told we wouldn't know what unit we would be assigned until check-in. Yet the manager responded on a previous review, that stays less than 7 days aren't guaranteed specific units? Hm?
Room Tip: Every room has an ocean view. Street units get a LOT of street noise. No WiFi. Get a picture of u...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
15 May 2012
Thank you for your comments. We are sorry that we were unable to accommodate your “request” (not guarantee) for various specific “A” level units during your dates of stay. Due to extremely high occupancy at the time, all of those “A” level units you had requested were occupied and not available to you at check-in. Had your unhappiness with Unit #B43 been brought to our attention, we would have offered you other options.
Regarding the interior condition of #B43, we find it ironic that the prior guest to you in #B43, who stayed 30 days, requested it again for next year.
With respect to other comments in your review:
1) We are pleased to advise that the installation of WIFI is scheduled within the next 60-90 days!
2) After receiving your request for another blender on the night prior to your departure, I personally delivered a replacement (blender) to your unit.
3) There are always challenges in the tropics with keeping food items fresh in the units. Therefore, we do not supply any food items in the kitchen other than salt and pepper.
4) Upon reading your review, we tested the air conditioner in bedroom of #B43 and found it to be in good working order and cooling properly. In this not so hot but humid environment, settings can get tricky.
5) Housekeeping makes the beds, takes out the garbage, and puts in clean towels daily. On the 3rd and 7th day, Housekeeping vacuums, dusts and changes linens. They also restock items such as shampoo, soap, paper towels and toilet paper as necessary. Had you called or stopped by the front desk and requested more of any of these items, we would have given them to you or brought them to you as soon as possible.
6) Our resort vs. owner rented units: We would like to clarify our policy with regard to booking units directly with owners who are not a part of our on-site rental program. The important differences include (but are not limited to) 1) We require a 1 or 2 night deposit which is fully refundable to within 3 days to 30 days prior to arrival. The balance is not due until arrival (except Christmas). 2) We provide on-site maintenance, housekeeping, and front desk services. 3) If your room assignment is not to your satisfaction and you let us know, there are almost always options.
7) We attach every room “request” (not guaranteed) to a reservation once it is made. We always try our very best to accommodate but again, it is a “request.”
Guaranteed Units: If you have a preferred unit number or level that you would like to stay in, we are now able to guarantee specific units for stays 7 nights or longer and at full rack rate(every 5th night is free but no discounts/specials or cars are included with this program. Dates not applicable: 12/22-12/31).
In closing, we are again sorry that we were unable to accommodate you in the “A” level units during your stay with us and that your overall expectations of your visit were not met. We look forward to your next visit and the opportunity to assist you in the future.
Mahalo,
Rod Kelly
General Manager
General Manager
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
