Upon arriving at the hotel after an hour and a half drive, I find out at the front desk that the type of room I had booked was unavailable. I had booked the room almost a year ahead of time for my anniversary. The front desk told me that they could not guarantee the type of room booked through a third party like travelocity, expedia, or hotels.com. However, if it was booked through their site then it would be guaranteed and okay. They tried to place us into a downgraded room in spite of having paid full price and in full almost a year prior to check in.
After talking to the third party company and the manager, everything was straightened out. But, there was almost a 40 minute delay to get everything worked out and at one point it looked as if it was not going to be resolved. The third party company told me that all they could do is offer me a full refund and try to help me book another hotel for the evening. Keep in mind though that there are no other hotels in the north shore area and I would have had to drive another hour and a half back down to the Waikiki area.
Eventually, Leilani the manager was able to straighten everything out. She got us the type of room that we booked and offered us a $100 credit for our trouble. She went above and beyond to try and help us out in a stressful situation. However, the hotel should not over book the hotel. More importantly, they should not treat their guests differently based on how it was booked. Those who book through a third party site are still paying guests and customers of the resort. So, their room types should be guaranteed as much as anyone else's.
- Official Description (provided by the hotel):
- Set on 850 ocean-front acres of Oahu, Turtle Bay Resort is the only true full-service luxury resort on the island's legendary North Shore. All rooms provide an ocean view. Our guests enjoy the natural tranquility of the North Shore lifestyle and spectacular ocean views from every one of the 452 magnificent beach cottages, ocean villas and guest rooms. The resort features two lushly landscaped pools, two championship golf courses, snorkeling, turtle tours, kayaking, four tennis courts, horseback riding, hiking and mountain bike trails,helicopter tours, segway tours, a surfing school, world-class dining and shopping. An official partner of GoPro, all guests can enjoy free GoPro rentals to capture their North Shore adventures. Ideal for weddings and romantic getaways with miles of breathtaking beaches. Swaying palms. Astonishing scenery. Turtle Bay is THE setting for your most special day. Ranked among the Hawaii's Top Ten Honeymoon Hotels, each year over 350 weddings are booked to the delight of both newlyweds and their guests. Yours could be just as amazing. AWARDS & ACCOLADES: "World's Best Resorts: Hawaii: No. 7 ranking- Travel + Leisure •"Best Family Hotel/ Resort, Hawaii" - Travel Pulse, Travvy Awards •"Better World Award"- World Centric, For Helping to Create a Better World •"Inaugural Leader in Sustainability Award"- Hawaii Lodging & Tourism Association •"Best Hotels of 2016: No. 7 in Best Hotels in Honolulu-Oahu and No. 25 in the Best Hotels in Hawaii category"- U.S. News & World Report •"Top 25 Hawaii Resort" - Conde Nast Traveler Reader's Choice •"Top 20 Venues in Hawaii Hotels & Resorts" - Wedding Spot Awards •"Platinum Greenleader"- Trip Advisor •"10 Beach Resort Spas For a Romantic Getaway"- USA TODAY TRAVEL •"Best Courses You Can Play" - Golfweek Magazine •"Top 100 Public Courses in the US" - Golf Digest ... more less
- Reservation Options:
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- Also Known As:
- Turtle Bay Hotel Kahuku
- Turtle Bay Kahuku
- Turtle Bay Resort Oahu
- Turtle Bay Resort Hawaii/Oahu
- Turtle Bay Oahu