OUTRIGGER Honua Kai Resort & Spa

Customer Ratings & Reviews

TripAdvisor Traveler Rating

4062 reviews

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  Avoid booking w/KBM (HKK 201)- Health Hazards and Management Nightmares

  ⚠️ WARNING: AVOID HKK 201 & KBM RESORTS - Health Hazards and Management Nightmares If you value your health, your money, or your sanity, do not book Unit Hokulani 201 at the Honua Kai Resort. Our stay was managed by KBM Resorts, and it was hands-down the most stressful, disgusting, and unprofessional experience we have ever had in Hawaii. The view from the room was the only good part. We had originally booked directly with the Outrigger and decided to move our reservation to the KBM unit. 1. A Total Disregard for Health & Safety Before arriving, we explicitly informed KBM that my husband has asthma. We requested a deep clean of fans and air filters to ensure a safe environment. They completely ignored us. Upon arrival, we found the box fans in the closet caked in thick dust, the vacuum cleaner was filthy, and the air filters were clearly neglected. To make matters worse, the AC was broken (displaying an E101 Error and the freon/refrigerant was leaking and that’s why it wouldn’t work. Same temperature inside as it was outside), and the hallway smelled of foul odors. They knowingly placed a person with a respiratory condition into a dust-filled, unventilated unit. 2. Filth and Disrepair (See Photos) The level of neglect in this "luxury" condo is staggering. We found: • Biohazard Stains: The throw pillows on the sofa have massive, disgusting stains. The laminated instructions on the island were covered in dried food and mysterious yellow "leaking" stains. • Food Scraps: There were food crumbs and debris left on the outdoor furniture. • Dilapidated Kitchen: The dishwasher top rack falls out completely (almost fell on our 2yr old), the broom is a tangled mess and unusable, and the cooking utensils are literally melting or peeling apart. The markings on the knobs on the oven are completely worn out and we couldn’t see the temperature settings and ended up burning our food multiple times while guessing what it was set to. The oven also kept turning off randomly. 3. Failed Infrastructure Nothing in this unit works correctly. • Plumbing Issues: Neither the bathroom sink nor the right side of the kitchen sink drains properly. • Cold Showers: There is no hot water—it is lukewarm at best. • Physical Pain: The handle to the master shower is so stiff it is nearly impossible to turn; you actually risk hurting your wrist just trying to bathe. 4. Abysmal Management (Christine Teruya) The only thing worse than the room was the "service." We dealt with Christine Teruya (Director of Guest Experience), who defines unprofessionalism. She actually hung up on my husband during a call to finalize a resolution. She offered no apology and no immediate compromise. When I spoke to her, she asked me to provide a refund figure, stating she "didn't want to insult me by offering a number.” The KBM management team took no ownership or accountability in reaching a compromise or fix. Opening work orders to fix a broken ac or hot water heater is the bare minimum you can do, that’s not accountability or taking care of the customer. THE BOTTOM LINE: KBM Resorts is happy to take your "luxury" money but will provide a sub-standard, filthy, and broken unit in return. They do not care about your health or your experience. Save your vacation and book elsewhere. HKK 201 is a health hazard and a rip-off.

  Dec 24, 2025
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  Disappointing Stay and Poor Management

  Our stay at Honua Kai managed by KBM was a major disappointment and did not live up to the “premium resort” image being promoted everywhere. The unit felt dated, worn, and poorly maintained, clearly not at the standard expected for the price paid. The condition of the accommodation did not match the listing and gave the impression of long-term neglect rather than careful upkeep. Management team especially Maria, was unprofessional and dismissive. Concerns were raised clearly, acknowledged initially, and then ignored with no follow-up or resolution. The concierge staff was also rude, offering little assistance. Surprisingly this experience doesn’t aligns with Maui and its locals who are very kind and gentle. Pls do yourself a favor and don’t book this resort because of their management staff. The property is beautifully located at beach but management is very POOR

  Dec 24, 2025
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  Poor customer service

  For two days we were without a bathroom. We booked a 2 bedroom 2 bath and one of the bathrooms had a broken toilet. The guy would come to fix and when used, it would not flush. After the 3rd attempt, the flapper was replaced but would only flush liquids for the rest of the trip. We all ended up using the one toilet or the lobby. When I told front desk the 3rd attempt, they said well we are booked and you do have a 2 bathroom unit so you cannot be prioritized as urgent. Until this point, I was understanding but this comment is unacceptable as we paid for the 2nd bathroom. The front desk was also asked upon arrival about a 1 pm vs 11 am checkout. They said, should be no problem, check back the day before. When I checked today, they say sorry, we have another guest arriving. If they had told me this from the start, I could have made arrangements but now they leave it for the day before to say no. The customer service has been atrocious. The front desk is rude and for the most part I am understanding as they deal with a lot. Here, however, they have been degrading and not helpful in many ways. Otherwise, all other staff has been very kind.

  Dec 17, 2025
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  Reasonable front desk lady

  Claudine was very courteous and understanding. She found ways to reunite our family the best they could. Others were robotic and kept avoiding the issue by stating the rules.

  Dec 13, 2025
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  Great stay over Thanksgiving

  We spent 5 nights at the resort over Thanksgiving and had a great visit. We had a one bedroom suite that was the perfect size for the three of us. I was impressed that it came with full sized appliances. We bounced between a couple of pools during our stay, but mainly enjoyed the one with the waterfall/slide. There aren't enough chairs at the resort for all of the guests. It's a challenge to find a spot if you aren't out there early or late. We had an amazing Thanksgiving dinner at Dukes (reserve way in advance). I enjoyed snorkeling just on the beach outside the hotel. I saw a lot of really great fish. I would recommending checking the daily snorkeling report first to see conditions before going out. I went out on an 8/10 day and it was clear and calm. I tried a 5/10 day and visibility wasn't great. The 'lazy' river isn't a lazy river. It doesn't go all the way around and there aren't any jets. My husband had to push my kid around. Bring a tube with you for the pools. You can get $6 ones at the ABC store. They sell them for $12 at the towel shack. Don't bother looking for floats at the grocery store across the street... they are more expensive.

  Dec 08, 2025