This is my 2nd review of this place. The first one was 2 years ago. We went back last year, too, and it was just as incredible, and then we went back a few months ago. This time, it just seemed not-nice to give this place and these people the kudos they deserve, again! After all, ongoing, reliable excellence is something to happy-dance about!
Below is a copy of the letter we wrote to the GM, Milton Sgarbi. We figure outstanding service deserves acknowledgement to the top guy.
BTW, the pics on the St. Regis Princeville website do NOT exaggerate the beauty of that location and views. If anything, they underestimate it.
Dear Mr. Sgarbi,
We had a such a great time at the St. Regis again this year, so we wanted to let you know how happy we are with our stay. Of course the view is amazing (often just stare at it!), and our room (monarch suite) was beautiful, comfortable, and elegantly-appointment, but for us, it is the interactions with the staff that made our stay qualify as heavenly!
First, of course, is Patrick Schanze. He is amazing in his attention to personal details and our preferences, both the kind that are easy to remember (eg: our favorite rooms), but also the more illusive ones, like the kinds of chocolate we prefer (yes, very dark!). Plus he has that engaging smile and easy way of being fully present and genuine with us, and from what we could see, with everyone.
We thoroughly enjoyed our time together with Alberto, the new director of operations. It was good to meet the man who sent over some scrumptious chocolates after a slight glitch when the room's iPod doc, which, by the way was fixed within minutes of our call!
The entire butler staff was a major stand out. Wayne greeted us and made sure we were comfortable with the room when we checked in and arranged for us to have to ability to made tea (we rarely drink coffee). During our stay we found Andrew, Salomé and Greg to be particularly attentive in making sure our trip lived up to our expectations. Equally wonderful were Aynsley, Doug and Jenny, but for scheduling reasons, we didn’t seem them quite as much.
We wanted to particularly acknowledge the folks we have dubbed our “first responders” — the Butler Services Team on the phone. They were the first people we spoke to in the mornings (calling the butlers for tea service or help with reservations), and the ones we reached out to for almost anything during the day. They even managed to get our boarding passes printed and to us with very short notice as we were leaving. Those who stood out amid that sea of excellence were Joanne, Sheena, Kyle, Jenny, and Jean.
Makana Terrace has perhaps the most spectacular combination of view, service, and food selections in the world. We usually had breakfast there, plus several dinners, and we would have lunched there had it been available. If we wanted something not exactly as it was on the menu, adjustments were made gracefully and as requested.
Even with all this, Makana Terrace would be just a great view restaurant if it wasn’t for the hospitality, empathy, and island charm of the people. Frank, who manages it at breakfast, greeted us with a hand written note of welcome in our room when we arrived, and made us feel at home each morning (wish we had that view and buffet at home!!!). The hostesses — CJ, Margaret, Sax, Marie, and Shannon — remembered our names each day and did an amazing job of getting us the tables we loved whenever possible and always made us feel at home. On the serving staff, Jimmy is the prince of all waiters. We were also always delighted to be seated in sections served by Rick, Flynn, Lyza, and Jenny. We also had notably good experiences with Tita, Jeffrey, and Vaughn. David, who manages the Terrace in the evening, was equally gracious, warm, and welcoming.
We had lunch down by the pool several times and love all the health-conscious options, especially the kale salad with grilled local fish. Jamie, Hannah, and Candyce were exceptional waitresses. Kaipo and Veronica greeted us by name even on the first day of our arrival.
Leilani, at the concierge desk, and David, too, responded to our interest in healthy, comfort food, and she directed us to the Tavern at the Prince Golf course. We loved their roasted vegetable plate, simply grilled island fish, and island favorite, fried chicken! Only problem was that we found it a bit late during our stay, so we only got to go there twice.
Here are just a few other people we wanted to mention. June at the front desk handled a number of things for us, including a most hospitable check in, and we really appreciate that she comes around the the desk to greet us each time we stop for something. Similarly, Priscilla has been taking care of us since those morning breakfast treats were served in the bar (before it was a St. Regis), and she is always a joy. Seliley in housekeeping greeted us by name when she saw us in the hallway on our arrival day — and she always does a great job! Glorina was also warm and friendly and did a great job. The same with Myrna, in the evenings, we felt her presence, which was punctuated by the note and flower she left in the room on our last evening. Sean, in engineering, fixed a problem with the faulty iPod player within minutes, and was as kind and engaging as he was proficient. Erwin and Jason were very gracious at the front door, often insisting Don carry a water bottle on his way out for a walk, and so many others there were always friendly and accommodating (sorry we didn't get everyone's names). The bellman, Toppy, welcomed us back with his big smile and made sure we were comfortable in the room and had everything we needed as we settled in.
All of these people mentioned above did their part to make us feel like cherished family, and we are deeply, deeply grateful for that. That’s why we keep coming back, that’s why we tell our friends they have to go there, and that’s why don’t even bother to look for another interesting place to vacation — although it feels more like returning to our heart-home, which in many ways it is. Thank you, Milton, for your part in that!
Paige & Don
- Official Description (provided by the hotel):
- Situated on one of the most beautiful sites in the world, The St. Regis Princeville Resort is Hawaii’s address for life’s special moments. Elegantly appointed, the resort offers 251 spacious guest rooms including the exclusive Crown Suite Collection. Overlooking beautiful Hanalei Bay, the St. Regis Princeville provides bespoke service amid magnificent natural surroundings. Experience the pursuit of sport, culture and fine dining. For connoisseurs who desire the finest expressions in luxury. ... more less
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- Also Known As:
- St. Regis Princeville Hotel Princeville
- St. Regis Princeville Resort Kauai, Hawaii