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Travel12U

Roach hotel in Paradise!

Review of Pagoda Hotel
1.0 of 5 bubblesReviewed 15 Mar 2024
Hotel rooms are extremely run down! The room had roaches on the bed and the counter, hair in the tub and on the floor. During the middle of our stay we had to move rooms due to the next room leaking from the room above, we returned back to our room to find the toilet empty and tub full with backed up crap. Gross! I called the front desk and to have someone check on it. They did have us move across when maintenance went up to find it more difficult to resolve giving the time of the evening it happened.
Check in was a unnecessary confusing nightmare that could have been simplified if (Lynda?) was more friendly and was aware that we could not hear her behind her mask and glass. The rudeness did not help! Please be aware that the first person you encounter is the face and first impression for your hotel. Please continue to have the front of the house trained in guest services and especially tonality. It makes a huge difference!
This did not leave a good lasting impression to be return guest.
Date of stay: March 2024
1.0 of 5 bubblesValue
1.0 of 5 bubblesRooms
4.0 of 5 bubblesLocation
1.0 of 5 bubblesCleanliness
2.0 of 5 bubblesService
3.0 of 5 bubblesSleep Quality
Review collected in partnership with this hotel
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GenManager-GM, General Manager at Pagoda Hotel, responded to this review
Responded 16 Mar 2024
We sincerely apologize for the conditions you encountered on your recent visit. Our team is devoted to maintaining a clean and comfortable environment, and your experience is not reflective of our usual standards. Additionally, we value the importance of first impressions and understand it's crucial that our colleagues offer the highest level of service. We appreciate your feedback and will utilize it to reinforce our training protocols and rectify these issues. This may not have been the experience you anticipated, but we hope you'll give us another opportunity to deliver the high-standard stay we normally provide.
This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
The listings of booking offers for each property take into account the compensation paid to us by our partners. Prices shown may be for varying room types. Prices displayed are the lowest available, corresponding to the least expensive room type available, as provided from our partners as of the time of the user’s search.
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14 - 19 of 757 reviews
Reviewed 7 February 2024

HORRIBLE!!!! PLEASE STOP BOOKING HERE! ROACHES, ANTS, MOLD!!! LOCKS YOU OUT OF YOUR ROOM CONSTANTLY!! HORRIBLE STAFF AT THE FRONT DESK! PLEASE I BEG DONT STAY HERE. we booked 8 rooms for business and every single room had the same experience!! please turn from this hotel.

Room tip: DONT BOOK HERE! NO MATTER WHAT PLEASE! SAVE YOUR TROUBLE
Date of stay: January 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Service
1  Thank Journey01230739381
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
GenManager-GM, General Manager at Pagoda Hotel, responded to this reviewResponded 9 February 2024

We appreciate the feedback.

We're disappointed that your time with us was less than ideal. Your experience is not on par with the level of service we're accustomed to providing. We hold ourselves to a higher standard so we'll address your concerns with the appropriate members of our team moving forward.

We hope you give us another opportunity to share a more positive experience with you soon.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 February 2024

Horrible experience, Keycards constantly don’t work, rooms filled with cockroaches and ants, fridge never worked, and they locked us out of the room and held our luggage hostage for hours after our group spent more than 10k total for all of the rooms. Never gave us room service and staff was rude and unhelpful.

Room tip: Don’t come here
Date of stay: February 2024
  • Trip type: Travelled on business
    • Value
    • Location
    • Service
Thank Aaron R
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
GenManager-GM, General Manager at Pagoda Hotel, responded to this reviewResponded 10 February 2024

aaronrY9436QY, it's evident you did not have the stay you'd anticipated and for that we regret any inconvenience. Issues with keycards and room cleanliness are certainly not representative of the standards we strive to uphold. Similarly, we understand the importance of both a functional refrigerator and timely room service. Regarding your comments on colleague behavior, we will take this into account as we're always aiming to improve. We appreciate you sharing your thoughts for us to learn from.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 February 2024

If you like hard pillows and bed and cracked electrical outlets and don't let me even start with the construction noise . The only good thing I can say about this place is the staff seems very nice. Anyplace but this

Date of stay: January 2024
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank bleonzon
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
GenManager-GM, General Manager at Pagoda Hotel, responded to this reviewResponded 8 February 2024

Bleonzon, the team at the hotel prioritizes guest comfort and satisfaction, so your feedback is concerning. It appears there were elements of your room and surrounding environment that were not to your liking. However, it seems like our team members made a positive impression, which we are pleased to hear. Rest assured, we take all feedback seriously and continuously strive to improve our services.

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Reviewed 27 January 2024

The Pagoda Hotel is a great choice for comfortable, clean accommodations that is also affordable. It is very close to shopping and special eateries, as well.

We were offered a comfortable room that was accessible to handicapped and to senior citizens.

We appreciated the kindness of staff!

Date of stay: July 2023
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with this hotel
Thank sherryiopa
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
GenManager-GM, General Manager at Pagoda Hotel, responded to this reviewResponded 28 January 2024

Sherryiopa, thank you for sharing your positive feedback about your stay at the Pagoda Hotel. We're glad to hear you found our accommodation clean, comfortable, and accessible, especially for those with specific needs. It's wonderful to know that our convenient location near shopping and unique dining spots added to your experience. Your kind words about our team members' cordiality are highly appreciated and will be shared with them. Looking forward to your next visit!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 January 2024

Definitely a no thrills hotel. Very basic rooms. You have to use the key to access the elevator but wasn't told. The bathtub was stained. Ants were all over the bathroom and other sink area. They did have good towels. The bed was very firm and the pillows are all memory foam and flat so it was hard to get comfortable. The walls are very thin and there was a lot of street noise and there is construction next door that starts early. Garbage is collected around 6:30. There is no free wifi, you have to pay $30 a day for wifi and also for parking. Those hidden fees add up. There was a $5 breakfast coupon but choices were limited. I would not chose this hotel if I were to come back to Hawaii.

Room tip: Make sure you ask about hidden fees. There were a lot.
Date of stay: December 2023
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
Thank Julie S
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
GenManager-GM, General Manager at Pagoda Hotel, responded to this reviewResponded 4 January 2024

D1640OAjulies, it's unfortunate to hear that your stay didn't meet your expectations. We apologize for any confusion regarding key usage for the elevator and any inconveniences caused by the noise and the need for additional comfort in our accommodations. Your feedback about cleanliness, the mattress, pillows, and additional charges is also essential for us to improve our services. While we're glad you were satisfied with the quality of our towels, we regret that the ease of your visit was affected by other factors. Nevertheless, we appreciate your feedback and hope to have the opportunity to better serve you in the future, providing a more fulfilling and comfortable stay.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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