This was our third stay at the Moana, but unfortunately, it will be our last. It feels as though the spirit and charm that once defined the hotel have been lost. The staff were noticeably unfriendly and hard to find, and there were very few umbrellas or cabanas available for rent.
We were also disappointed to be woken one morning at 7:00 a.m. by construction noise and the next at 6:30 a.m. by fire alarm testing. Ironically, the only real peace we found during our stay was when we escaped to the North Shore for the day.
When we raised our concerns at the front desk, we were told that nothing could be done. We requested a later checkout to help accommodate our long, late flight home, but were told that wasn’t possible—despite the fact that we had been flexible with all the ongoing renovations. To make matters worse, the front desk staff pointed out that “your room will double in price by next year,” which only added to our frustration.
Throughout our stay, we felt overlooked and unappreciated, despite the price we paid to be there. Speaking with other guests, we realized we weren’t alone in feeling this way. We also booked through a third party (Expedia), and unfortunately, it seemed we were treated differently because of that.
Overall, this stay confirmed that our time at this property has come to an end. The ohana and magic that once set the Moana apart are gone.