Residence Inn By Marriott Oahu Kapolei

Straight A's. Needed to pull a rabbit out of the hat after a trip to Maui became ill fated. We couldn't be more pleased. Gentle guidance at every turn from a staff that personified the Aloha spirit. I can't see a physical appeal to that part of Kapolei, but the facilities charm androom comfort more than made up for it. Our little dog was welcome, the breakfast was delicious. A return is definitely on my wish list. Come and enjoy. You won't be disappointed.

Thank you to Stephanie at the front desk who assisted our family in making sure we were comfortable after a fairly exhausting day! The hotel is clean, new, and provides a lot of fun things that we were not expecting. Karaoke and food trucks, as well as spacious rooms and complimentary breakfast. It was our first time staying here and we hope we can stay again. :

[Courteous only by words and housekeeping service available only 2 times a week with 4 hour cleaning window]UPDATE: spoke to the manager why I could not get my room cleaned on Thursday during regularly scheduled cleaning day. The manager said my room was not cleaned during the 4-hour cleaning window due to no request for cleaning. Come on Marriott, 4 hour cleaning window of which you clean only 2 days out of 7 days during vacation season? Is this true? Regardless, i am never coming back here, but be warned. Service here is almost non-existent unless you abide by the strict regular service window. There certainly is disregard from employees for guests who have non-regular requests such as cleaning outside of the 4 hour daily cleaning window and willing-to-pay to stay extra couple of hours due to sick child in bed, of all the instances which happens quite often for travelers with family members.I have stayed over 50 times at Residence inn at various parts of the world over more than 20 years, but this place at Hawaii Kapolei is by far the worst in terms of customer care.The front desk is courteous only by mouth and words. They seem like they care by words, but when things need attention, they go back to their we only care about our priority members. I had a sick child and i asked repeatedly if we can stay an extra 1-2 hours on the day of check out (called at 5:19am to be exact and check out is at 11am), they basically told us we do not care enough to provide late check out as their priority members are only allowed late check out due to full booking.I understand that they need to provide preferential service for their priority members, but if there is a need to provide care for guests in need who paid almost $400 per night for 4 nights with a sick child who will be flying 5 hours late in the afternoon, I should receive extra care instead of being provided with unfortunately it is policy and only our priority members are allowed. I am not going to pay $200 (half day rate) to stay extra couple of hours when I can get a full night stay near the airport. You lost a customer who stays at Residence inn for all family vacations and some business trips over 20 years. This is not the first time I had issues with customer service at Residence Inn, but I endured because of convenience for families and having a full kitchen during a week-long business trip.Also, I am not sure why they do not have a full housekeeping staff during busy vacation season, but I had no housekeeping service for my entire 4 nights and 5 days stay here. I had to call the front desk each time I needed towels, toiletries, and trash pick up, and I had dirty bed sheets (from 3 beach trips and activities for 4 people), which was never replaced for the two queen beds and a sofa bed for my family. I intend to deal with this situation fully with Marriott corporate.Residence Inn at Kopolei, you need to do a better job of accommodating non-priority member guests and have ample operations to provide basic hotel service during your busiest vacation season.It does not matter if the facility is new and well cared for (I give 5 stars for facilities conditions), but operating a hotel service at $400 dollars a night should be MUCH better than this.

Had my nieces graduation party there. We carter's available they had a spacious kitchenette across the hallway in the event area. Good seating and the staff was great. The event room is on the ground level by the pool, an outdoor seating area they corded off for us to use and restrooms there easy access. We had a great time. Good location to Makakilo up the road and Kapolei on a private lane near major roadway.Nearby activities: Food trucks were outside,that guest can get local freshly cooked food. Major coffee shop and convenience store a couple of minutes next to the innFood drinks: They have a quiet bar as well.

When we got bumped from our flight and notified the hotel that we were arriving 2 days later than our original arrival date, our original rate was not honored. We were charged way more per night, no consideration given for something that was not our fault. Prior to arriving at the hotel I called on 3 separate occasions to make sure I had a clear understanding of their pet fee since this was the first time we traveled with our pet. I was told the pet fee was $150. One of the times that I called I was routed to the corporate Marriott number and they put me on hold and called the hotel directly to also confirm the pet fee, they were told the same thing. Upon check in I was told the pet fee was $150. When I checked out, I was charged $300 pet cleaning fee PLUS $40 per night pet fee. I called to dispute the charges as I thought this was a mistake. I explained to the manager how many times I asked about the pet fee. She was rude, unprofessional and kept cutting me off as I tried explaining. DeeDee said, NOPE NOPE, no one called...there would have been a note on the reservation if someone called. I assured her I did in fact call as well as the corporate offices called. She said, no one called. I asked her if she was calling me a liar, she said I am telling you I am not adjusting the fee. I asked to speak to her manager and she said Paul would call me. I followed up with a call to corporate. They were so shocked by the exorbitant pet fees. They sent an email to the general manager to contact me. They also said that Paul was not the manager and that Tiffany should be contacting me. It is almost a month after this incident and after numerous attempts to get this resolved, I still have not heard from the general manager. As a Platinum Elite Bonvoy member I have stayed at many Marriott brand hotels and this was by far the worst situation I have ever encountered. I am so disappointed in Marriott and no resolution to this. Read the other reviews about management here and save yourself the headache. Go to the Embassy Suites a block away. The hotel is nicer, the staff is helpful and friendly and the breakfast is much better.