"This was our first time using a Rosewood resort. We were disappointed. The resort is nice but not great. We had challenges with housekeeping, the food, and the AC in one of our rooms. We expected more."

"A VERY DISAPPOINTING dining experience, at the Moana, Kona Village last night Tuesday 28 July. Arrived at 5pm with the intent to sit at the Moana Bar with 6 total guests. Website says "Moana Bar Open" 11 am - 9 pm daily. So we arrive at the bar, and choose some seats. A fairly unkempt bartender muttered something about "not liking" our seating selection around the bar. The bar was completely EMPTY. As it turns out, he tried to tell us the bar was CLOSED, because he couldn't build drinks for the Moana Restaurant, and serve us as well. He actually told us to go to any other bar, but he would be too busy to service us properly. The restaurant and all of the bar's were EMPTY when we arrived at 5pm. So we almost left the property since we were treated so rudely by this guy. Instead, we moved to the "Talk Story Bar", where w got a decent table for six. Again, this bar was empty. When we first sat down, we commented to the Talk Story Bartender about what we just experienced at the Moana Bar. He actually said that the bartender gets to make the decision of whether or not anyone could sit there, i.e. "bar open or closed". That seemed strange to me, since when do the employee's determine if a supposed 5 star bar is open or closed, just because they do not want to WORK. The hotel told us the BAR WAS OPEN ! Ok so my gal orders a bloody mary, but the new bartender says he doesn't have any bloody mary mix, so she will have to order something else. I asked, you mean to tell me in this 5-star Rosewood Resort that has rooms that go anywhere from $1890 to $2400, to $24,000 a NIGHT does not have any bloody mary mix. YGTBFKM. His response was to go up into the main Moana restaurant. He returned 10 minutes later, with a small half a jug of bloody mary mix. I had to suggest that, he had no initiative to do so. I ordered a vodka rocks, and it came out with not enough rocks or vodka - about a 1/2 a pour. Stoopid ! After that we waited almost 1.4 hours before our pupu order was taken, as a matter of fact, we waited so long, that one of our guests took our order to the bartender so that we could get the process moving along. Finally, the order came to our table, 2 cheeseburgers, and 3 orders of the sticky ribs. As two of the guests reported, the burgers were GARBAGE, and see the attached pix of the sticky ribs. WORST EVER, almost ZERO MEAT on the ribs, cold, just terrible - so much so that I could not even eat the ribs, which was as noticed by the other guests that also ordered ribs. Absolutely the worst. In the end of this lousy experience, I asked the bartender to speak with the manager. The manager never showed up, so we left. And now for the icing on the cake. When I originally pulled in to park the car, I gave the "auto concierge person" a $20 bill to park the car in front, as I am an emergency room physician (on call), and I needed to be able to leave immediately if called (not wait for the runner to go to the South 40, find my car, bring it around, etc., etc. The original concierge whom I tipped, parked the car in front as per my request (they have a space and area for that). Well, when we cam out to get the car, the car was NOT in FRONT, "somebody" had to find the keys (5 minutes), and then 10 minutes to find the car. Complete FAIL. This our 5th visit to the dining facilities and the various bars that are on this property, and it will be the LAST. On the previous visit, I also ordered the sticky ribs and they were marginal, this time they were terrible. We left half of them on the plates it was that BAD. Employee attitudes = FAIL Employee service = FAIL Food Quality = FAIL Food Taste = FAIL Drink Quality = FAIL Parking Concierge = FAIL I strongly recommend NOT going to the Kona Village Resort for anything, because you are going to be super pissed when you pay upwards of $2,000 dollars a night for a bungalow, and "they ain't got no bloody mary mix, and then you get served "worse than dog food" for dinner. You have been warned. Four Seasons Resort (right next door), is an order of magnitude so much better in every way."

"Rosewood Kona Village has a great relaxed vibe, and our oceanfront suite was very nice. However, consistent with other reviews, service was spotty. Food at Kahuwai Cookhouse was very good, but Moana, touted as the fine dining restaurant, was just okay."

"Overall, we had a pleasant stay, but it was still quite far from the level of service and attention to detail we’ve experienced at other Michelin Three-Key hotels. My impression is that the hotel was built with a lot of ambition, but over time the operation seems to have become very cost-conscious, and that shows in many small details. For example the slippers were extremely low quality—very thin and full of loose threads (disappointing compared with the Frette slippers used at all Ritz-Carlton properties). There was no turndown gift, one section of the curtains was very difficult to open and close, the body lotion in the room had almost solidified and was nearly impossible to squeeze out, and the buggy service was slow, usually taking over 20 minutes even though we were told on the phone that it would arrive in just a few minutes.There was also a small billing issue at checkout, although it was resolved quickly. There were many other small issues like communication problems as well, too many to list one by one. The front desk staff did not seem well trained, almost like outsourced staff. During check-in, they did not even understand “snorkeling mask.” I had emailed the hotel in advance about paying with a gift card, and they told me to simply mention it at check-in, which I did. However, at check-out, I was told the gift card could only be used at the restaurant, not for the room charge. Two front desk staff even insisted the hotel had never accepted gift cards for room payment and refused to refund my deposit. Luckily, I had the email as proof, and after arguing, I was finally allowed to pay with my gift card. Overall, only the restaurant staff were warm, professional, and friendly; the rest of the staff were cold and unhelpful. None of these issues is major on its own, but taken together they made the stay feel less polished and less comfortable than expected. It is still a good hotel, but given the price and its Michelin Three-Key, I do not feel it offers good value."

"We absolutely loved every minute of our first stay at the Kona Village Rosewood. We felt so well taken care of the whole time we were there. The vibe on property is amazing. Our new home base on the Big Island! Big Mahalo to the management and wonderful staff."