Kona Kai San Diego Resort
🏨 Hotels & Travel · San Diego
Absolutely not. I’d never go back, buy again, or use them again.total experiences
replied on google
Most reported issues
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Experiences
Room quality issues, inconsistent staff behavior, and lack of elevator access.
Business reply on Google
Greetings Nicole, Thank you for taking the time to share your experience with us. I am truly sorry to learn that your stay did not reflect the level of hospitality we strive to provide. It is especially disappointing to hear that your room did not meet your expectations, the air conditioning was inconsistent, and that some of your interactions with our team left you feeling anything less than genuinely welcomed. While I’m grateful you encountered a few kind team members along the way, it’s clear we fell short of delivering the seamless and caring experience every guest deserves. Your feedback is invaluable, and it gives us the opportunity to learn, do better, and be better. I would sincerely appreciate the opportunity to connect with you personally. My hope is that we can make things right and be right by you. If you’re willing, please reach out to me directly so we can learn more about your experience and work toward restoring your confidence in Kona Kai. Thank you again for your honesty. We truly hope to welcome you back one day and provide the warm, memorable stay that should have been yours from the very beginning. With Appreciation, Joseph Taumua Director of Resort Operations
Resort room had broken air conditioning, flooding, and withheld deposit refund.
Business reply on Google
Greetings Josh, Thank you for taking the time to share your experience. First and foremost, please accept my sincerest apologies. It is never our intent to fall short of the level of hospitality and service that every valued guest deserves, and I’m truly sorry that we let you down. Reading about your stay, from the lack of air conditioning and the shower flooding your room to feeling as though your concerns were not met with the urgency and care they deserved, is incredibly disappointing. Being told there was nothing that could be done is not the experience we strive to provide, regardless of occupancy, and I completely understand how frustrating that must have been. I’m also sorry to hear about the confusion surrounding your deposit. In many cases, refunds or deposit holds are released by the guest’s financial institution after we process them, but I understand how concerning it can be when those funds have not yet appeared back in your account. We would be more than happy to review this with you to ensure everything has been handled correctly. It’s equally disappointing to learn that your experience with the boat rentals mirrored your frustrations with your stay. We want every as
hotel failed to return the incidental deposit after sixteen days
Business reply on Google
Dear Maria Esmeralda, Thank you for taking the time to share your experience with us. While it warms our hearts to know you enjoyed our beautiful waterfront setting, pool, and relaxing outdoor spaces, I am truly sorry that those bright moments were overshadowed by the frustration surrounding your incidental deposit and the communication you received afterward. Please accept my sincerest apologies. It is never our intention to fall short of the level of service our valued guests deserve, and in this instance, we clearly missed the mark. I completely understand how discouraging it must have been to make multiple calls without receiving the timely follow-up you were expecting. Your time is valuable, and you should never have been left wondering when your concerns would be addressed. I also appreciate you bringing to our attention the issues with the charging outlets in your room and your comments regarding the scent throughout the property. Feedback like yours creates an opportunity for us to reflect, improve, and ensure future guests enjoy an even more comfortable experience. While these observations are difficult to hear, they are incredibly valuable because they help us become bett
Room amenities were faulty and the breakfast pricing was excessive.
Business reply on Google
Dear Veronica, Thank you for taking the time to share your experience with us. First and foremost, please accept my sincerest apologies that your birthday getaway did not reflect the elevated resort experience you were anticipating and deserved during your stay with us at Kona Kai San Diego. I am truly disappointed to read about the concerns you encountered with the condition of the guestroom, functionality of the outlets and refrigerator, room comfort, noise disturbances, and the overall value perception of your experience. While I appreciate your understanding in choosing not to relocate rooms due to your plans during your visit, I regret that we missed the opportunity to better care for you while you were here. Your feedback is incredibly important, as it allows us to identify where we are falling short and where we must improve. That said, I genuinely appreciate you recognizing TJ and the outstanding service he provided during breakfast. I will absolutely ensure your kind words are shared with him and our Food & Beverage team. Moments like those are the level of hospitality we strive to deliver consistently throughout every aspect of the guest experience. Please know your comme
poor customer service, outdated facilities, and lack of cleanliness
Business reply on Google
Dear Harspreet Kaur, Thank you for taking the time to share your experience with us. While I am truly saddened to read that your stay did not reflect the level of hospitality and care we strive to provide, I genuinely appreciate your honesty and transparency. Feedback like yours is incredibly important to us, especially from a guest who rarely leaves negative reviews. Please accept my sincerest apologies that your arrival experience felt unwelcoming and lacked the warmth, guidance, and introduction that should naturally come with checking into a resort experience. You should have felt genuinely welcomed, valued, and excited from the very beginning of your stay, and I am deeply sorry we missed the mark. I also understand your frustrations regarding communication surrounding our amenities, resort layout, and the information provided regarding local attractions. Clear, proactive communication is something we take seriously, and it is evident from your feedback that we fell short in creating the seamless and elevated experience you deserved — especially as a valued Costco Travel guest. At Kona Kai San Diego, we never want any guest to feel like a burden or leave feeling disappointed af
guest experienced room obstruction and perceived discriminatory treatment by staff
Business reply on Google
Dear Haley, Thank you for taking the time to share your experience with us. I want to sincerely apologize that your stay did not reflect the level of care, hospitality, and service we strive to provide at Kona Kai San Diego. I am truly sorry to hear that the marina view accommodations did not meet your expectations and that you left feeling unheard regarding your room concerns. Most importantly, I am deeply concerned by your feelings surrounding the interaction and perception of unfair treatment. Please know that we take comments of this nature very seriously, as Kona Kai is committed to creating a welcoming, inclusive, and respectful environment for every guest who chooses to stay with us. It is never our intent for any guest to feel dismissed, uncomfortable, or anything less than genuinely valued. Your feedback has been shared with our leadership team so we can review the experience internally and continue coaching our teams on communication, empathy, and service recovery opportunities. While I understand this does not change your experience, I truly appreciate you bringing this to our attention. We would welcome the opportunity to reconnect with you directly and better understan
Staff failed to return lost property and items were stolen.
Business reply on Google
Hello Rachel, Thank you for taking the time to share this with us—I’m truly sorry to read about your experience. This is absolutely not the level of care or follow-through we strive to provide, especially in a situation as important as recovering a personal item. I understand how frustrating and concerning this must have felt, and I sincerely apologize that we fell short in supporting you. Please allow me the opportunity to connect with you directly and make this right. I would like to personally look into what happened, assist in locating your AirPods, and ensure we work toward a proper resolution for you. At Kona Kai San Diego, our intention is always to deliver service with heart, and I regret that we did not reflect that during your experience. You deserve better, and I would truly appreciate the chance to restore your trust in us. Please feel free to reach out to me directly at your convenience. Warm regards, Joseph Taumua Director of Resort Operations Kona Kai San Diego
poor room cleanliness and lack of maintenance throughout the resort
Business reply on Google
Dear Cami Lacelle, Thank you for taking the time to share your experience with us. I truly appreciate your honesty, and I am very sorry to read about the many ways we fell short during your stay. While I’m glad our lobby made a positive first impression, it is clear we did not carry that same level of care and attention throughout the rest of your visit. What you’ve described—from the condition of the building and cleanliness concerns to the lack of housekeeping follow-through—is not reflective of the standards we hold ourselves to. It’s never our intent to fall short of our service to you, and I understand how frustrating and disappointing this must have been for you and your family. Your feedback is incredibly important, and I will be addressing these concerns directly with our team to ensure we do better moving forward. I would truly appreciate the opportunity to connect with you personally and make this right. I also hope that one day we can reconnect and make this up to you. Thank you again for your candor and for giving us the opportunity to improve. I hope we can restore your confidence in us. Warm regards, Joseph Taumua Director of Resort Operations Kona Kai San Diego
hotel failed to provide promised dining credit and refused refund
Poor room maintenance, excessive noise, and lack of management follow-up.
Business reply on Google
Greetings Ben, Thank you sincerely for taking the time to share such a thoughtful and balanced review of your recent stay with us. While I am truly delighted to hear that you enjoyed the beauty of our Shelter Island location, the picturesque views, and that your breakfasts at Vessel were a highlight—along with the warm service from Avila, Ray, and our restaurant team—I am equally disappointed that we fell short of the experience you rightfully expected overall. Please accept my heartfelt apology regarding the room conditions, the impact of aircraft noise, the additional fees, and the outdoor furniture upkeep. Your feedback is deeply important to us, and we take each of these concerns seriously as they reflect opportunities for us to improve and do better for our guests. Most importantly, I would truly appreciate the opportunity to make this right. If you are open to it, I would be grateful if you could contact me directly and share how I may personally make this up to you and your family. Your experience matters to us, and we would welcome the chance to restore your confidence in Kona Kai. Thank you again for recognizing the strengths of our team and our beautiful setting. I sincer
Resort lacks amenities, has poor service, and charges excessive hidden fees.
Business reply on Google
Dear Amanda Sands, Thank you for taking the time to share your experience with us. First and foremost, please accept my sincere apologies for falling so far short of what should have been a truly special and memorable honeymoon. This milestone deserved care, joy, and ease—and I am genuinely sorry that instead it felt stressful and disappointing. Your feedback is difficult to read, but it is important, and I take it seriously. The concerns you shared regarding amenities, service, communication, and overall value are not reflective of the experience we strive to provide, and I regret that we missed the mark during such an important moment in your lives. Most concerning to me is how you felt treated—no guest should ever feel like an inconvenience, especially while celebrating something so meaningful. I would truly appreciate the opportunity to connect with you personally, listen, and better understand how we can make this right. While I know we cannot undo what has already passed, I hope we can at least begin to rebuild trust and show you the care and accountability you deserved from the start. If you are open to it, please reach out to me directly. Your experience matters, and so doe
Resort amenities were unavailable and service was unhelpful.
Business reply on Google
Greetings Hunter Shelton, Thank you for taking the time to share your honest and thoughtful feedback. I want to begin by saying how truly sorry I am that your honeymoon experience did not reflect the level of care, attention, and resort experience you rightfully expected. That moment in your lives should have been effortless, celebratory, and memorable for all the right reasons—and it’s disappointing to know we fell short. Your comments regarding unavailable amenities, closed outlets, condition of recreational offerings, and the overall value of the resort experience are heard and taken seriously. I’m especially concerned to read that our communication and support around local attractions came across as dismissive. That is never the experience we want our guests to feel, particularly during such a meaningful stay. While I’m glad our location provided some enjoyment, I completely understand that a beautiful setting alone does not make a resort experience—and it certainly should not outweigh unmet expectations, especially at this price point. I would truly appreciate the opportunity to connect with you personally, hear you out, and better understand how we can make this right. Your f
Hotel amenities were unavailable and room maintenance was poor.
Business reply on Google
Greetings Eric Doctorow, Thank you for taking the time to share your experience. I am truly sorry that your stay fell so far short of what you should have received, and I appreciate you being candid about what went wrong. What you described — from the condition of the room, the noise from the wall unit, the thermostat not functioning properly, and concerns about the door hardware — is absolutely not acceptable and does not reflect the standards we hold ourselves to. I also sincerely apologize for the frustration around your Chase credit. You should never have been placed in a position where amenities were unavailable and there was no clear or fair way for you to use what was promised to you as part of your booking. You are also right to expect attentive, well-supported service at the front desk. When a guest feels that one person is trying to do the work of many, that impacts the entire experience — and that is on us, not you. I would genuinely appreciate the opportunity to connect with you directly so we can better understand the full details of your stay and work toward making this right. Your feedback matters, and I don’t want your experience with us to end this way. Please reac
Room did not match booking category and was not cleaned properly
Business reply on Google
Hello Tami AtWork Thank you for taking the time to share such detailed feedback. I am truly sorry that your experience did not reflect the level of care, quality, or value you rightfully expected—especially for a stay meant to be a vacation and a moment of enjoyment. I want to sincerely apologize for the disappointment surrounding the room view, the condition of the guestroom, and the cleanliness concerns you encountered. That is not acceptable, and it is not the experience we strive to deliver to any of our guests—particularly those who place their trust in us through valued partners such as AMEX and Venture X. Your feedback regarding expectations tied to these programs is heard clearly and taken very seriously. Equally important, I am disappointed to learn that the room was not presented in a condition that met our standards. Cleanliness and readiness are foundational to hospitality, and falling short in this area is something I take personally and will address directly with our leadership team. I appreciate you acknowledging the efforts around early room access; however, I fully understand that timing alone does not compensate for the overall experience you described. Your obser
Outdated facilities, broken elevator, rude staff, and excessive parking fees.
Business reply on Google
Thank you, Lovely Lights, for taking the time to share your experience. While it’s truly difficult to read, I want to begin by sincerely apologizing for the disappointment and frustration you encountered—especially during such a meaningful occasion as your wedding weekend. This is not the experience we ever want for our guests, and I’m genuinely sorry that we fell so far short of your expectations. Your feedback regarding the condition of the room, the elevator outage, the parking experience, and—most importantly—the interactions with our team is deeply concerning. Hospitality is about care, warmth, and clarity, and it’s clear that we did not deliver that to you. For that, I take full responsibility. I also understand how upsetting unexpected fees and operational challenges can feel when you’re simply trying to enjoy a special milestone. While some fees are disclosed in advance, it’s clear that we failed to communicate in a way that felt transparent and respectful, and that is something we are actively working to improve. That said, your experience matters to us, and I would truly appreciate the opportunity to connect with you personally. My hope is to better understand the details
Poor service, maintenance issues, and excessive resort fees.
Business reply on Google
Hello J C, Thank you for taking the time to share such thoughtful and candid feedback. While it is never easy to read that we fell short, I sincerely appreciate the care and intention behind your words. When a guest rarely leaves reviews and chooses to do so out of principle, it matters—and it deserves to be heard with respect and accountability. I am truly sorry that your experience did not reflect the level of hospitality, warmth, and refinement you rightly expected—especially as a guest booking through the American Express Fine Hotels & Resorts program. Your observations regarding the tone of the experience, the emphasis on policies and fees over hospitality, the condition and functionality of the rooms, the complexity of the departure process, and the lack of clear communication—including not receiving a final bill—are concerning and not aligned with the experience we strive to deliver. Your dining feedback is equally important. From arrival and seating challenges to menu execution and the perception of excessive fees, I understand how this compounded your overall impression and reinforced a feeling of nickel-and-diming rather than thoughtful care. That is not the memory we wan
Poor room maintenance, unclean facilities, broken elevators, and unprofessional staff…
Business reply on Google
Dear Utsav, Thank you for taking the time to share your experience with us. I want to begin by offering my sincerest apologies for the many ways we fell short during your stay. What you described is deeply disappointing—and more importantly, it is not the level of care, attention, or hospitality we strive to provide our guests. I am truly sorry for the elevator outages and the inconvenience and physical strain this caused you. Equally concerning is the lack of urgency, transparency, and follow-through you experienced. Being told conflicting information, carrying luggage up multiple flights of stairs, and seeing no resolution during your stay is unacceptable. We missed the mark, and I take full responsibility for that. I am also very sorry for the room reassignment error. Being given keys to an already occupied room is a serious breakdown in process and understandably created an uncomfortable and embarrassing situation for everyone involved. That should never happen, and I regret that it compounded an already frustrating experience. Perhaps most disappointing of all is that you were promised follow-up that never occurred. When a guest raises concerns, especially of this magnitude, i
Poor room maintenance, sewage odors, and inadequate resort amenities.
Business reply on Google
Dear Guest, You have left the same review on several online platforms, so for ease I will copy and paste amongst them all. If even 20% of the items you encountered were accurate, I am sorely and sadly disappointed. As you mentioned, we have a 4 + Star rating with Costco (an esteemed partner of ours), a 4.28 rating on Trip Advisor and across 13 different hospitality online review portals, we proudly have an aggregate rating of 4.34 our of five stars. Having been at the helm of Kona Kai for nearly five years, I absolutely assure you, with firm conviction that the greater majority of the items you outlined are/were very much the exception and not the rule; surely not commonplace and far from normal in many regards. Several of your comments, have never been expressed our encountered by any previous guests during my tenure. Therefore, I seek to not use the forum to respond to each point raised. With all that said, I am sincerely apologetic and as previously mentioned, equally (if not more) disappointed with such an overwhelming amount of oddities - perplexing on many levels to say the least. I absolutely and unequivocally desire to learn more, do the right thing by making it right and m
unauthorized charges and multiple facility and service failures
Business reply on Google
Dear Mike, I am so sorry that we fell short of your expectations - especially since you were celebrating your wife's birthday. A belated and sincere happy birthday, by the way. So that I may learn more about your experience to better able me to take corrective action as warranted, but moreover correct the deficiencies you outlined, please feel free to reach out to me directly at [email protected]. I would have immediately addressed the technology issues, but I was unable to locate a reservation (past, current or present) under the name of Mike Burns, nor any guest that stayed with us in the past 10 days with the first name of Mike and last initial of "B". Not only do I desire to address such issues, but I absolutely want to make it right in hopes of regaining your trust. The only item that I am unable to rectify is the County and the Port of San Diego ordinances (laws) preventing access into the water due to the vast volume of marine vessels. That aside, I hope to have the opportunity of welcoming you back to Kona Kai. Sincerely, Scott Ostrander General Manager Kona Kai San Diego
poor service, dirty room, and inaccurate hotel amenity information
Business reply on Google
Dear Robert, I too am disappointed, but moreover, I am perplexed that we fell short of expectations, especially those that were "advertised". May I request further (valuable) feedback from you? For example, where did you see such advertising regarding our spa? Kona Kai has only offered massages, facials and body treatments (no manicured/pedicures since 2018). In regard to the restaurant, what hours were contradictory to what is posted, promoted and advertised? Any additional insight you can provide would be greatly appreciated and will assist in identifying areas for improvement, such as the kiosk as we have not encountered any challenges with guests departing in the four months they have been in place. With that said, I am so sorry that your guestroom was not available for an early arrival, nor was an upgrade available due to the resort being sold out. I am committed to not only learning from you, but also to making it right in hopes of regaining your trust so that you may experience the true soul of Kona Kai...the experience that has garnered us an average rating of 4.36 out of 5 stars across more than 11 online review platforms. I look forward to hearing from you to learn, impro