"Our stay at Kona Village was nothing short of spectacular. While the property itself is breathtaking, it is the incredible team that truly made us feel at home. From the moment we arrived, Lona made our check-in experience feel extra special, and Eddie was a huge help getting us settled into our room. We were especially impressed by the resort manager, Eduardo. When we encountered a slight issue with our room, he handled it with total professionalism, providing us with a room upgrade and a very late checkout that really made our vacation. The daily service was seamless and personal. Julia stopped by every morning to help us coordinate our schedule, while Xailynn at the concierge desk was instrumental in planning our activities. We also loved seeing Chi Kai Ching throughout our stay; their upbeat, friendly energy and constant check-ins ensured everything was always perfect. Down at the Shipwreck Bar, Will made us fantastic drinks and gave us the best sushi recommendations, and Pedro at Talk Story was a wealth of local knowledge, sharing fascinating information about the Merrie Monarch Festival and volcanic eruptions. The highlights of our trip were the special moments shared with the staff. Paniolo Night was an absolute blast with incredible food, including all-you-can-eat lobster and steak, plus a great open bar. Ella was a standout, taking beautiful photos of my wife and me during the event and even bringing us refreshing coconut popsicles while we were lounging at the beach. There are many others we didn’t get to mention by name, but the entire team was amazing. They truly go above and beyond to make you feel like family, and we cannot wait to return."

"We stayed two nights at Kona Village, left to visit Hilo for 3 nights and returned for one more night. We were warmly greeted upon arrival each time. The resort is absolutely stunning but equally as impressive is the gracious and professional staff who go out of their way to make you feel welcomed and taken care of throughout the day. Of course we go back ten years with the manager Daniel and assistant manager Jose Maria so love seeing them, but we’re also impressed with many other staff members including some who had previously worked at Mayakoba, one of our favorite Rosewoods. Top notch resort with a beautiful location great for viewing the sunset."

"Honestly, it could’ve been better. The service was very spotty, and I was met with multiple unkept promises. It almost seems like there is no communication within coworkers? Is this normal behavior from staff? I can’t say that I’ve FELT or seen service like this from the Four Seasons.Definitely not luxury brand."

"Everything at Kona Village, Big Island was wonderful. From the smallest touches-- comfy sheets and towels, fluffy pillows, the recommended reading book on our night stand (Stoner), refilling the ice bucket every night are examples. Kona Village is made up of individual Halles, cabins. We loved that privacy. As far as our Halle--we loved the outdoor shower, loved the patio, loved the ample closet and drawer space, and loved the hanging bed on the patio. We were told they were at 85% capacity the days we were there; but you never felt like it. It was quiet, peaceful and slow paced. The mountain side view of the lagoon side offered us beautiful sunrises every morning. Housekeeping was amazing, they actually cleaned; not just made beds and checked the bar. There was a good bit of walking on unpaved roads; which was fine (and helped work off the malasadas that I had every morning) but people should be prepared for that. Many times staff would stop and offer us rides on their golf carts. As far as staff goes, they were consistently outstanding. From remembering your name, or how you liked your coffee, to making sure you knew keiki food service was free (which was a pleasant surprise) to the cabana service-all were well trained and eager to be helpful. Special shout out to the guys at Kilo Kai. They are phenomenal. We took advantage of the fishing, snorkeling and canoeing activities. They are a fun crew (Cam and Pooh) who go out of their way to be helpful. Daniel, the manager, was amazing. He added so much to our stay. I feel like he sets such a high bar for staff to emulate. We bumped into him several times and always had a great conversation and learned more about Hawaii. He's helped us become Rosewood fans. The daily activities make Kona village a truly special place. The shave ice days were delicious and those gals were fun too. We took advantage of the cocktail class featuring three mai tai recipes. Eric, the barkeep, was quite educational. (They have 5 different sizes of ice at Kona village -who knew?) We often don't fully appreciate a truly educated, experienced bartender and Eric definitely was one. I could have stayed there at Shipwreck all night if I didn't have some where else to be. Guest services they shared special features of Kona Village that they love. Three of my family members used the spa. My son and daughter-in-law did the couples massage and loved it, especially the champagne following their massage. My son said he could move his neck in a way that he hasn't been able to in quite a while. I appreciate all that Rosewood does/did to preserve the sacred places on site. We went to the resort's cultural center and learned about the history of the resort (before the tsunami) and about the petroglyphs. In speaking with the manager, Daniel, we learned even more about how Rosewood strives to use local resources/providers as much as possible. He even arranged for an individual tour for one of my sons to learn more about Kona's solar capacities and water conservation programs. That's not just being nice, that's genuinely caring for Rosewood, the island and your clients. We usually don't linger on site at a resort but at Kona you almost don't need to leave. The snorkeling was so special. It literally is right off the beach. No tour, no getting on a boat. Beautiful fish right there. It was magical. We went every day our schedule would allow. I do have to say the food opportunities were a bit limited. Maybe it was the time of the year? No sushi at the Shipwreck Bar which I had read about and was looking forward to. But the smoked oysters and Brussel sprouts at Kahuwai Cookhouse were incredible. We don't usually go back to somewhere we've already visited, but I'm pretty sure, in this case, we will. The island, the weather, the people, the resort--all were wonderful. Kona Village is indeed a very special place."

"I expected a premier luxury experience from a Rosewood property, but the management’s handling of a recent major storm—which left the island with flooded roads, downed power lines, and trees—was shockingly poor. While the resort offered to reschedule, they refused any refund or flexibility, hiding behind their "standard cancellation policy" despite the extraordinary circumstances. This resulted in fees approaching five digits for a situation entirely out of our control, as it was physically impossible to arrive during the severe storm. The communication and coordination throughout this ordeal were abysmal. Over several days, my attempts to find a resolution were met with several unanswered emails and numerous promised callbacks that never occurred. I was repeatedly routed to the wrong individuals and left on protracted holds. When I finally connected with the reservations manager, Anna Lisa, she was extremely unaccommodating and showed zero empathy for the significant safety concerns and logistical challenges posed by the storm. She simply reinforced their standard cancellation policy and associated fees, showing zero willingness to find a solution that could work for both parties outside of simply moving the reservation—which, unfortunately, was not a viable option for us. This experience aligns with previous reports of significant customer service issues at this property. Rather than prioritizing guest safety and satisfaction, the resort opted for an inflexible stance that felt like a predatory attempt to capitalize on a natural disaster. To hold onto substantial deposits for travel that was physically impossible given the state of the island is a disappointing departure from the hospitality one expects at this level. I strongly advise looking elsewhere."