While in Kauai, John and I were guests at The St Regis Princeville. This property had been on our list of “must-stay” hotels and we were excited to experience all it had to offer.
Location – The hotel is about 30 miles from the LIH airport — depending on the traffic, the commute can be anywhere from 45 minutes to an hour. The hotel is located in Princeville and is situated in a little community with condos, house rentals and a few hotels (including the Westin Princeville Villas). The hotel is 2 miles from a small collection of shops and restaurants.
Customer Service – Sadly, the service at the hotel is hit or miss. While some staff consistently asked how they could help or if they could be of assistance, others couldn’t be bothered to perform their jobs. Fortunately, the bad customer service was limited to a few members of the beach and breakfast server staff and an acting GM. In advance of our trip, I was contacted by concierge staff and they helped us to plan meals and activities. This service was very helpful and most appreciated. Concierge also helped us onsite and we found them to be extremely gracious and informative.
Accommodations – John and I stayed five nights at the hotel and were able to get one night free through a special booking rate. When we checked into the hotel, we were told that we had been upgraded to a suite. When we checked into the room, however, it was anything but. The room was on the bottom level of the hotel and overlooked the towel stand at the pool. Seriously. We didn’t have a view, but were well within earshot of kids playing loudly playing at the pool. To boot, the carpet in our room was stained and had several large holes. Given the room rate that we were paying, and our previous experience with St. Regis properties, we knew this was unacceptable. After several hours, and conversations with an acting GM, we were moved to a more desirable room with a great view. Even still, I wasn’t impressed with the room and wasn’t sure if the premium rate we paid was worth the expense.
Amenities – The hotel offers far more amenities than we could use during our short stay. In addition to two restaurants, a coffee shop and a large bar, the hotel offers many lounging areas and rooms. The hotel also has two fitness centers, a spa and many in-hotel shops for souvenirs, food/drink, books, jewelry, art and the like. The hotel also hosts a weekly luau and local bands/hula dancers in the bar as forms of guest entertainment. The hotel also has a very nice pool, whirlpool and premier seating on the beach. A beach/water activities desk also schedules and hosts a variety of activities. This hotel is very family friendly.
Member Recognition – As a Platinum Starwood member, we were mostly treated like VIPs. During our stay, we were treated to complimentary continental breakfasts. Our choices were very extensive and made for a comprehensive and filling breakfast. Considering the cost of things in Kauai, it was great to have one of the day’s meals taken care of by someone else! Additionally, hotel staff kept our room well-stocked with complimentary water that we kept in the fridge in our room. We were also given free wireless internet, beautiful leis upon arrival and offered a 4PM late check-out.
We are very likely to return to the St. Regis Princeville, most likely on a family vacation. In the future, however, we are most likely to use points when booking stay or taking advantage of another generous rate offering. Despite some of the customer service shortcoming, we would happily recommend this property to friends and family.