Kiahuna Plantation® & Beach Bungalows by Castle — Hotel in Kauai

My family of 4 spent 9 days here and it was everything we hoped for and more. The staff at the front desk were all wonderful, so helpful and friendly and accommodating. The room had everything we needed, the beds were very comfortable. The kitchen was stocked with so many dishes and cooking/food storage supplies, bathroom was well supplied too, and in the closet they had all sorts of pool and beach toys, snorkeling gear, bags and a mini cooler, sunscreen and hats even! There was A/C in our unit as well as long windows with shutters that let the breeze in but all screened so you don’t have to worry about insects. Everything was clean and organized with plenty of space to hang up wet suits and towels inside. The lanai was a lovely place to sit and enjoy the fresh warm air and views of the absolutely gorgeous landscape, birds, and adorable little green geckos. We were also able to watch our kids from the lanai as they ran around and played on the huge lawn right under us. There is a laundry spot on site with a vending machine outside for late-night munchies. The Beautiful beach and towel hut were a short walk away and from our experience and what we heard from regular visitors and locals all over the island it was the best beach to be at in Kauai. We went snorkeling very close to shore and saw so many species of fish and coral, there is a nice wide sandy area that doesn’t get too crowded with rocks/reef at each end of the beach. The pool was another favorite spot for our kids. From the sandy beach side of it to the sand-free side with water slide and jacuzzi, they were having a daily blast. There’s a full gym, very nice and clean locker room, and a restaurant that brings your drinks and food to you while you’re poolside. We ordered there several times and every meal and appetizer was delicious, even our kids ate everything they ordered and the service was friendly and prompt. I literally have nothing bad to say, this spot will be saved in our hearts forever as the perfect vacation destination. Thank you so much for the...

Disappointing Experience – Hidden Fees and Poor Customer Service

While the hotel itself is a nice place to stay with great amenities, my experience was marred by hidden fees and subpar customer service that left a sour taste in what was supposed to be a relaxing vacation.

We booked our stay through Booking.com, selecting the option that included "fees and taxes," expecting everything to be covered. However, upon check-in, we were handed an additional mandatory cleaning fee of $316. The hotel insisted that this was not included in the price, despite the clear indication on the booking page.

At that point, we were stuck. Our reservation was non-refundable for day-of check-in, so we had no choice but to pay. I spent the first few days of our trip trying to resolve the issue with the hotel's corporate customer service. I was passed around from person to person, and after several frustrating exchanges, the final response was that they couldn’t do anything about the error and that Booking.com had displayed the pricing incorrectly.

This lack of accountability and the unwillingness to amend the fee was extremely disappointing. It felt like a clear misrepresentation, and the hotel did nothing to make it right. What's worse, on the last day of our stay, a cockroach crawled out of the kitchen drawers—just another point that added to the frustration.

It’s truly a shame because the hotel itself is decent, but the poor customer service and hidden charges really overshadowed the positives. I would recommend potential guests be very cautious when booking and ensure they fully understand what’s included...

Hidden Fees – Dishonest and Unacceptable!

We booked through Agoda and paid $838 for three nights, including “taxes and fees.” After we checked out, we were shocked to find an additional $377 charged to our credit card for a so-called “cleaning fee” — nearly 45% of the total cost.

At no point during check-in, during our stay, or at check-out were we informed of this charge, nor did we receive a receipt or any written notice about it. In fact, the only thing made clear at check-in was that no cleaning services would be provided during our stay.

When we called the hotel after we completed the trip and saw the charges on our credit card, we were told the fee is buried under “Additional Property Policies” on Agoda — which feels intentionally vague. This is a huge hidden fee and completely deceptive. We will not stay here again and urge others to be...