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Marriott’s Kauai Beach Club Customer Comments
Our team here at Mercantile Claims are always on hand to help you with any issues, concerns or questions you have regarding your timeshare contract. Below we have listed the most common questions we receive on a regular basis. If you have a more specific question please contact our team of experts and we will respond with an answer as soon as possible.
Couldn’t agree more! Worst Marriott timeshare ever!
We arrived a day early & booked a studio( ocean view) was the worst room I’ve ever stayed in bar none! Pull down queen Murphy Bed uncomfortable, if you move the bed bangs into wooden frame & wakes the other person! There is not a comfortable place to sit in either the full timeshare unit or the studios! One sofa that is also a sofa bed-not comfortable to sit in or sleep! Lots of wasted space in these units- no cooking facilities except a small 500 watt microwave! Small refrigerator. 2nd bedroom in timeshare unit quite large- still no comfortable chairs to sit – a dinky table & 2 uncomfortable chairs! Who designed this place! There are over 900 units & three BBQ grills! That’s right three!!! Pool area is nice but resort is large, not very handicapped friendly & very pricey! My husband & I went down to the restaurant for breakfast first morning- 2 eggs & bacon for 2 people-$57! Split a hamburger & oinion rings & beer each at pool -$43.55! How people can go there with a family is beyond me!!! Extremely disappointing. On the positive side the staff is friendly & helpful the location is great-5 minutes from airport with shuttle service. An Enterprise car rental office with very friend service on site! Marriott needs to re-evaluate this resort as it doesn’t meet their usual family friendly standards! I gave it a one star because you can’t give less than one- I would actually give a negative if I could!
Bad service and not clean
Their favourite word is “NO”
1) They DO NOT let you choose between a king or two doubles, note carefully on the booking page it says “or” and THEY make the assignment, you will NOT get to choose, they don’t ask (or care?) what you want and a one bedroom unit (the most prevalent available on Interval) can be either type. So couples looking for a romantic getaway end up in doubles and families of 4 with a king, and if you try to change rooms expect to hear “no.” They say “no” with a smile, but it’s still the standard response to essentially every request. 2) The luggage carts are “NOT FOR GUESTS” so you’ll have to lug any grocery food to your room yourself while all the shiny carts stay parked. (No one even offered to take it to the room for us.) Be sure to double bag or double box so your box doesn’t break like ours did sending food all over the parking lot (at least the chickens were happy.)
3) The convertible bed feels like you’re sleeping on your grandma’s pullout couch in her living room, including the popcorn ceiling (yes, popcorn ceilings in Waialeale, do we now have asbestos exposure?!) When you hear the rooms look a little “dated” this and old style furniture is what they mean. Can’t believe Marriott has not done an abatement/remodel on the popcorn. On the upside the rooms are very clean which is hard in such a humid climate. Large bathrooms and beautiful inlaid floor foyer; yes the main room has a foyer, because apparently I need a foyer more than a washer/dryer or full size refrigerator in my room.
4) Don’t plan on any “linger longer” despite being advertised everywhere promising a longer last day for those with late flights, it is apparently NEVER available. Requested before arrival and asked again three times after arrival but not available when actually needed. After hearing “no” all week I was not surprised but still let down. Why bother offering something that sets people up for a bad last day experience and sends them out the door disappointed? Others in the same situation that day told me they were notified it’s never available Friday’s. Why was I not told the four times I made requests?
We have had wonderful experiences at many Marriott beach clubs, including two visits to the property in Ko Olina on Oahu and I couldn’t imagine being told “no” so many times at a Marriott. (We’re Platinum so know what a Marriott experience is supposed to be like.) With the exception of the Kukui bartenders and restaurant staff who are WONDERFUL the better parts of this hotel have nothing to do with the hotel itself. The beach and Duke’s access is nothing less than fantastic, the views are stunning, local restaurants and shopping a short walk away, 10 min to the airport and a good home base for golf, or exploring the rest of the island. Had we spent the week on a real bed I think I would have had a better experience; many other hotels seem to manage this detail just fine so I hope guests requesting their preferred bed type is something this beach club will work on correcting.
When we checked in I got a late check out of noon and asked that we be able to move directly to our new room on the last day. I was told I would have to call the day before, which I did, and asked that our new room be cleaned early so we could easily switch. I was told check out was 10 am and my new room wouldn’t be guaranteed until 4 pm. I explained I already had a noon check out, would be checking out about 7.30 pm, and didn’t want to just hang around for four hours. I asked if I could have a later check out and that my new room be put on the priority clean list. I was told no. The clerk was less than helpful or friendly, told me they had 800 rooms, they needed to be cleaned in order, they couldn’t tell when people where checking out, and that rooms needed to be ready for those arriving. I explained that I was on owner and Marriott Gold Elite member, and had already been staying there for a week. When she again said check out was 10 and rooms not guaranteed until 4, I asked the point of paying for a room I couldn’t use for six hours when I was already staying there and could I have some accommodation. She finally told me to call back at 8 am. So, next morning I called to ask for later check out and that my new room be cleaned so we could move over. The clerk was obviously busy, said no to later check out, said not sure about new room, but they would call my cell when my room was ready. I called again about 12.30. The gentleman told be there could be no late check outs and my room was not guaranteed until 4 pm. He asked if our things were stored with the bellman, I explained we didn’t have check out until noon, we were waiting for a call about the new room. He told me to arrange to have our things stored, saying the new room was not ready. I asked about when it would be ready, and he said he didn’t know, but we had to leave our unit. I’m going to pay $237 for 3 1/2 hours? I again explained that we would like to move directly to the new room (btw, we were watching the US Open as well). The gentleman seemed unwilling to be helpful. A few minutes later we got a call that our room was ready so we moved over just before 1 pm. Frankly, I felt the desk clerks and “at your service” were not very accommodating. I was paying for the new reserved room, not asking for something for free, and as an owner and already on property that I would have received a little more cooperation from the resort. Very, very disappointing for a Marriott resort to an owner and loyal Marriott customer. We’ve decided we will no longer extend our stays since it has been such a hassle the last few years, although this was the worst.
One star is generous
The Atrium and lobby of the hotel are beautiful and dramatic but the first floor is rambling and not at all functional. The place huge at the expense of any functionality. Modest fitness centre convenient to nothing. You will get a better workout hiking all over this property. Inconvenience took to an art form. Close to the airport once you traverse the sometimes working escalator or take an elevator from front desk to front door.
Shops and ponds and foliage makes it feel more like a galleria, but some folks like that. The exterior looks like a cross between late Italian kitsch and the ugliest 1970 apartment building you can picture. TV functioned only occasionally. Two mini fridges one microwave….like a high priced Red Roof Inn. Marriott and Marriott Vacation Club should be embarrassed, but they are too busy trying to sell you timeshares. Caveat emptor!