THIS IS NOT A FOUR SEASONS RESORT!!!! It's a Castle and Cook resort with a 4seasons mgmt contract. That means when your trip goes to hell everyone says its not our fault, castle and cook owns this not us! We went to dinner in town and called to confirm the last shuttle back to the resort which appears to be run by the 4seasons. ThR first call was at 10pm and the girl Rochelle at the front desk confirmed there was a 1045 and and 11:15. But when the restaurant tells us we will be walking home, we call again. Rochelle answers hello 4seasons...Yes sir, you must have missed the 10:45 but just wait. There is one at 11:15. Then the manager calls Castle and Cook who actually OWNS the resort and they tell us the last shuttle is a 10 and we have to walk home after our nice dinner. My fiancé wasn't wearing that comfortable of shoes and it's a solid 30 to 45 minute walk. So I call back. Yes sir the shuttle just left....but the restaurant says there are no more shuttles...Rochelle insists there are. I'm told by the locals the 4seadons staff has no idea what's going on because its really do different companies and they don't talk.
Then someone from the restaurant has us leave thru the kitchen when no shuttle service ever showed up as we were the only people there waiting for the 4 seasons. Of course I called again and Rochelle insisted there were shuttles. We caught a ride home with a stranger after the restaurant after he called castle and cook and they confirmed the shuttles had stopped an hour earlier. Then I get back to the front desk and start complaining where I'm told I'm wrong. The shuttles stopped at 10pm and I'm mistaken. So I call the 4seasons on my speaker phone in front of the front desk staff and the manager I asked for. Once again Rochelle said the 11:15 shuttle should be pulling up any minute!!!! I turned to the manager and said see! She still thinks its all ok and the 4seasons believes its guests are being taken care of.
I'm then told by the "manager" that he is not the manager but night security (Andy Evans)and I must go to room immediately! But Andy you just heard your own employee say that i will be picked up any minute and you implied you were the manager and wanted to hear the problem. No sir I'm an security and im telling you to go to your room because your making a scene.
Damn right I'm making a scene. We had to ride with a stranger to avoid a 45 minutes walk home and everyone is telling me I made the mistake when we just heard the girl say "hello 4seasons, how can I help you"
Wow! This is not the 4season's I stayed at in Istanbul or Hong Kong or Koh Somai. And it makes sense. It's a castle and cook resort with 4seasons marketing and there is HUGE difference. If you are used to the 4seasons and their level of service be prepared. And if you have a problem, you to can mail in the envelope like I was given. 4seasons rules but this like some weird shady spinoff where they don't own it but pretend to and manage it instead? I say hit another high end chain if thinking of Hawaii.
- Official Description (provided by the hotel):
- Four Seasons Resort Lana'i, The Lodge at Koele is the essence of unexpected Hawaii. Set in the verdant upcountry, The Lodge is reminiscent of a country manor, surrounded by towering pines and offering estate activities such as championship golf, horseback riding and clay shooting. Residential style accommodations are surrounded by manicured gardens. The wrap-around verandah is ideal for relaxing, while inside, guests can sit fireside for afternoon tea or delight in live nightly entertainment. ... more less
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- Also Known As:
- 4 Seasons Resort Lana`i, The Lodge At Koele
- Four Seasons Resort Lana`i, The Lodge At Koele Hotel Lanai City
- Four Seasons Koele
- Four Seasons Lanai City
- Lanai City Four Seasons
- Four Seasons Resort Lana'i, The Lodge At Koele Lanai, Hawaii