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Reviewed 5 April 2018

Driving up to the St. Regis promises you a piece of Heaven. The greeting was a little off as several other cars arrived at the same time and we therefore sort of fell through but they were friendly enough, and when realized they offered us cold water.
Check in went smoothly and she was very nice.
We arrived late and when we asked the receptionist about getting a bite to eat, preferable sushi she told us they were about to close. She told us about 2 places and we said we would prefer something quick like sushi, as it was late for us having just travelled for 17 hours. I think she misunderstood because she sent us to Makana Terrace. When we realized we felt bad for leaving as they were supposed to close so we felt obliged to eat there. The food was really good, but the service on the slow side so it became a longer endeavor than we had bargained for. After our dinner the waitress were busy talking to other guests so we had to wait forever to get the check.
Then we headed to the room and it was old, dated and dark. The roll away beds we had ordered for our kids were placed in the room but not set down and made ready. We had to do that ourselves, and the furniture where heavy to move around. I would have expected from St. Regis that they ensured our beds were ready. We had called from SF before taking off, and we had called when we landed to remind them. We also spoke to the receptionist when checking in, and they had plenty time while we dined at Makana Terrace to get it organized. There also weren't towels, water etc for us all.
The view from the room and bathroom were stunning to wake up to and worth the outdated and dark rooms.
Breakfast is a buffet but with choice of ala carte. First day we all had the buffet. It was plentiful stocked and with lots of options from steak and eggs to waffles to pancakes to my favorite the juice and fruit bar. The lilikoi and pineapple juices were my favorites and I could live of that the entire week.
Service was really slow - as the night before.
In general over the week we came to get accustomed to that service and waiting time to get seated was a lengthy affair. Even with buffet there is no getting a fast breakfast.
Tried to ala carte a few times and have to say it was disappointing. I had the spa breakfast one morning for instance and didn't get the potatoes that it comes with and the omelet were lukewarm at best. My biggest disappointment was that we everyday asked what pastries we would be able to eat with our allergies. It was difficult to get a clear answer. the first day the manager came and presented himself and he said they would make sure to tell us daily and that they were aware of it, and if difficult they could make a little plate with safe choices. This NEVER happened, and we never saw the manager again. The rest of the days we were told croissants only safe thing, and the last day at the omelet station a woman asked for peanut butter. The chef while cooking our children's omelets got a huge jar of pb and opened it and stirred it with a spoon right in front of us, then she passed it to the lady that had disappeared so she basically passed it up right into my face. As I am severely allergic I panicked and asked her to move it away from me and to please wash her hands before she would touch my children food. The Chef got really angry and snappy at me! And when I left she scolded (almost shouted at) my children for not having informed them about our allergies, like it was our fault! We were all very upset.

Back to reception. The day before check out we called guest services for a recommendation. We were asked if we wanted to check out. Well, we still had another night in our reservation so no we didn't want to check out. They figured it out because they had split our reservation up into two, but an odd thing like they wanted to get rid of us. The last evening after dinner we returned to the hotel and our keys didn't work.Went to reception and got new keys. They also didn't work. Then the receptionist said there was something wrong with our reservation and we therefore couldn't get keys without her calling security. We ended up waiting for quite a while (15-20 minutes in total). My husband and one child had to go to restaurant toilets while waiting. When security finally turns up we had to show id and everything again - like some thief in the hotel.
When we got back into the room it was obvious that cleaning had skipped most of our service - having only made beds but not filled up soaps, put fresh towels nor given us turn down service. It seemed like the hotel already had checked us out.

Valet was generally really nice and worked well. Only, the second afternoon we had called ahead for our car as we had to leave for a zip lining tour. When we got outside there was no car ready for us. They then were super busy and it took a while for them to get our car. People coming after us and ordering their car later than us got it faster than us. We noticed our valet guy walked slowly to get our car and had no sense of ooops we forgot to bring up their car. The other guys ran for their guests and therefore their guests could leave faster. We got our car 20 minuts later than we had requested it, and were late for our tour. In fact they called as we pulled out of the St Regis driveway to ask if we had forgotten. The rest of the stay valet was impeccable and it seemed it was just one guy who just didn't have the sense of urgency or was annoyed that guest services might have forgotten to tell them that we had called 45 min before and asked them to bring up our car.

Butler service was really nice and the Main Butler and our other butler were super nice and friendly and had excellent restaurant recommendations

The guest service number had numerous shortfalls. For instance in morning we ordered 2 cups of coffee with hot milk and 1 cup of tea (same every morning). First morning w got coffee and 3 cups and tea. they had forgotten the hot milk. Next day we got coffee, hot milk, tea and 2 cups - so had to call for the 3rd cup. Next day we got coffee for one, tea for one and 3 cups. Basically every day something was missing.
The free press with the butler service is a really nice feature but I suspect that the girls at guest services forgets to notify Butler when you ask for it as we each time had to wait for 10-30 minutes for pick up or delivery. As noted I also suspect it is guest services who forgot to communicate to valet that we had requested our car 45-60 min before.

Last night I got really annoyed over the constant hick ups and called guest services who really said "really you are not happy to be left in hallway?" "really housekeeping didn't clean?" but didn't apologize or do anything about it. So my husband called the manager who apologized and offered to make it up.

Beach is really nice and the service on the beach impeccable. Problem is that there is not enough beach beds for all the guests. Last days also getting annoyed with being next to a group from a Cisco conference ladies who were getting louder and louder the more cocktails they consumed. That type of crowd is not what I associate with a St. Regis resort where families relax quietly.

Pool was much smaller than the photos

The positive is the gorgeous views, the amazing fruit and juice bar at the breakfast, the most kind and friendly Butlers, beautiful grounds and nice chickens roaming around the resort, the bar is really nice and they have great drinks.

Negatives: guest services, outdated dark rooms (can live with outdated but the dark is annoying), beds not ready when going to bed, in spite speaking to guest services 2 x on our journey and reminding them when checking in, peanut butter/food allergy safety at breakfast

  • Stayed: March 2018, travelled with family
    • Value
    • Rooms
    • Service
3  Thank dkrejser
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
St Regis Prince... M, Public Relations Manager at St. Regis Princeville Resort, responded to this reviewResponded 6 April 2018

Aloha dkrejser,

We appreciate you taking the time to write a review about your recent family vacation. We apologize that your stay was anything less than exceptional. Our Resort takes great pride the level of service we provide each and every guest and based on your review we fell short in some areas. Again we apologize and want to assure you that we have shared your review with our F&B and Room Managers as we are always looking for ways to improve. We are pleased to hear you enjoyed our beautiful island and staff. Please allow us another opportunity to demonstrate our signature hospitality for which we are known for.

With warmest aloha,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 4 April 2018

The good -- the views from the lobby, bar and restaurant are breathtaking. When you first arrive, the property looks gorgeous, but then you get to your room (we had an oceanview with patio) and you realize you are in a time warp.

The bad -- like so many previous reviewers, the rooms are in real need of updating and renovations. First the bathtub with the steps is really dangerous. I slipped multiple times and had a very difficult time with bathing my daughter since the bathtub itself was old, chipped and looked not super clean. The pipes made loud noises throughout the day and night. The whole room was damp throughout our stay. The furniture is big, clunky, and old and worn. The whole place is very dark. The lounge chairs at the pool and beach are old and worn (some have holes) and look dirty. It would cost nothing to replace these, so I don't know why they don't. Overall, just not appropriate to have the St. Regis brand name with these kinds of rooms.

That being said, the restaurant (makana grill) was fabulous for dinner and the staff at the bar, beach and pool were super nice.

Overall though I don't think we would return unless there were some serious renovations done throughout the property.

  • Stayed: March 2018, travelled with family
    • Location
    • Sleep Quality
    • Service
5  Thank maryanne007newyork
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
St Regis Prince... M, Public Relations Manager at St. Regis Princeville Resort, responded to this reviewResponded 5 April 2018

Aloha maryanne007newyork,

We appreciate you taking the time to write a review about your recent stay. We apologize that the guest room and lounge chairs at the pool did not exceed your expectations. We value our guest feedback, and we have shared your review with our operations team. Thank you for your kind comments regarding your dining experience at Makana Terrace and that the staff at the bar, beach and pool were "super nice". We hope that we will have a future opportunity to share in the beauty of our island home and signature hospitality of St. Regis.

Mahalo nui loa,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 April 2018

Mixed review.

Pros: spectacular, "life list" setting. Protected beach lagoon with nearby seating and service. Very efficient front door (valet parking) operation. Generally friendly and helpful overall. Very good breakfast buffet. Gorgeous sunset views from the hotel bar.

Cons: a tired and dated facility all around, including the rooms and public spaces. Of course, it would be much more expensive to stay there if they remodeled it. Dinner "fine dining" restaurant absolutely terrible IMO. This is the wet side of a wet island, so best to consider that and/or check weather report before booking. That's difficult to do. We went for spring break and had 6 1/2 mostly cloudy and wet days, plus 1 1/2 mostly warm and sunny days.

Stayed: March 2018, travelled with family
3  Thank pointfinder
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
St Regis Prince... M, Public Relations Manager at St. Regis Princeville Resort, responded to this reviewResponded 6 April 2018

Aloha pointfinder,

Mahalo for taking the time to write a review about your Spring Break stay with us. We are pleased to hear you enjoyed our picturesque setting and friendly staff. We appreciate you also sharing your feedback about your stay and would like to reassure you that our Resort has future plans for updates throughout our rooms and public spaces. It would be our pleasure to welcome you back soon to see our improvements.

With warmest aloha,

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Reviewed 2 April 2018

Dinner at Makana, do need a reservation, food is terrific, Sunset is worth the price. Service was just what you would expect from a fine restaurant - Excellent. Price is on the high side, but for the food quality, view, and service it continues to be worth it. Really enjoyed the evening!!! Thank you

Stayed: March 2018
1  Thank George A
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 2 April 2018

I have just come back from the St. Regus after staying 5 nights. As you would expect from a 5 star hotel service and rooms are excellent. However the uniqueness of the hotel is the location - the views over the sea and mountains are simply stunning and the sunsets are spectacular. There is a fabulous swimming pool, nice beach (the sand is quite rough), pool service very attentive and without fault. Needless to say this does come at a cost. A bottle of water by the pool was $10, breakfast $41 without a tip so be prepared to spend money. However for a special trip it is well worth paying. I only wish it didn’t take 2 long flights from London to get there...

Stayed: March 2018, travelled on business
1  Thank london007
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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