The Cliffs at Princeville — Hotel in Kauai

I'm so disappointed in our stay at the Cliffs. We splurged and reserved the Cliffs at over $400 per night because we wanted to be sure we had an ocean view and a really nice place for our trip. It was pre-pay so we were stuck once we got here and saw our unit.

We are about 1/3 of a mile from the cliffs. Even if we were on the top floor, there is no view of the ocean. I've posted a picture of the property map with the ocean marked on it. 114 units are so far back that they have no view (72 units have ocean views and 24 others may or may not have a glimpse of the ocean). If you go to the website all rooms are listed as Ocean View/Garden. I read this to mean that one side is the ocean view and one side is the garden view since they also advertise beautiful gardens. There is no option to choose ocean or to choose garden. It wasn't until we paid and an email was sent that anything said "garden view". Once I got here I checked my reservation and sure enough, it says Garden view. I've looked on the website and worked through the process to reserve and it always says Ocean view. All the descriptions say sweeping ocean views. It's not true. We paid over $100 more a night for this over other places that honestly stated partial ocean view or 10 minute walk to the beach. This place is over a 30 minute walk to the beach (1.7 miles).

The lack of a view would have been ok if the room had been in nice shape. But alas, it's not great. There is no AC and it's fairly run down. There are grease stains on the couch, the throw rug is super stained and dirty, the master bedroom carpet is also quite dirty. There's also paint on the tile in the bathroom and the corners are all dirty. So, it's also not that great inside the unit either. I've posted pictures of these things as well.

So, don't get caught like we did. If I'd paid $250 per night, these things would be the way it goes, but we paid more than most other options at the time. Or maybe if I'd gone back and looked at the reservation site and seen that I had misread, then ok. But no, I looked and they are clearly claiming all reservations are ocean view and most are not.

My last grump is that many, not all, of the staff are not helpful/friendly. We left my daughter's snorkel at the pool the first night. I went first thing the next morning and asked if anyone had found it. I interacted with three different folks (pool staff, front desk, and housekeeping) and all were annoyed that I was looking. "no nothing, no nothing" before I could even mention the color or what it was. Fine, we bought a new one.

The good: The pool is really nice, the kitchen is very usable, there was a beach umbrella to use for free, the views from the cliffs are amazing (after you walk over), we met some really...

Well where do I start. If you are a timeshare exchange such as Interval International or RCI avoid like the plague. We did not get the value of our unit in this exchange. Also you will be assigned the oldest, dirtiest and farthest removed rooms as your exchange isn’t valued and if you request alternate accommodations you will get the line “we have nothing available to move you to”.

The resort staff are both apathetic and unprofessional in their correspondence, we did not, so much as receive a welcome email with directions, information or any details despite the 6 month reservation. When we had emailed our requests (none of which were honoured by the way) we got one or two word answers the staff did not even so much as take the time to add their signature to the email in order to ascertain who you are dealing with. There was hardly any information given at check in other than a sheet with activities and food truck. Our keys didn’t work as they were not programmed nor checked by staff prior to providing them, wifi password and local information was not provided.

The unit was not cleaned properly, bathrooms were full of hair, the sink and counter top had toothpaste and spit splatters, the carpets and furniture were stained and dirty. The kitchen cupboards, appliances and furniture look like they came from the original opening in the 70’s. And judging by the layers of paint on everything there has been no upgrades just lipstick. Someone Frankensteined the appliance repair on the stove and everything makes annoying noise from the fridge to the fans!

Given that on check in all the cleaning staff were observed at the main building hanging out and chatting out back it may have been better if they had spent more time and attention to detail in cleaning the units. There was garbage and laundry thrown on the ground by the sign to the unit on arrival.

The no AC is admirable environmentally but the units are full of mold, mildew and musty. Time to modernize as this resort is clearly providing accommodations that are hazardous to one’s health if you have sensitivities, allergies or any kind of lung issue.

And finally the fees, parking, taxes and resort fee of $100. Wow we feel like we have been nickel and dime’d. Again my advice is do not waste your money and especially do not waste your trade. Very...

Over all our stay was wonderful. Our place was great, the grounds are so clean and views are amazing! However I unfortunately have a bad review to give on the reception and it is truly unfortunate. Went into the reception area to ask two very simple questions (did they have a shuttle to the golf course and did they have beach access). I dealt with an older woman in her '60s Hawaiian/ Polynesian descent, glasses, bright red lipstick. This woman was incredibly rude. Treated me as if I was a second-class citizen. Wouldn't look at me. Wouldn't address my questions. When she did she was very condescending. Instead of speaking to me she would point in certain directions. But the gentleman in front of me was an owner of one of the units and the syrup was dripping off her lips as she spoke with him. Big smile telling him welcome back, welcome home, Aloha, Mahalo....all the things. I then went back in to ask for her business card and asked for her name. One of her co-workers looked at her for permission. Then the older woman looked at me and said "I don't have a business card" and I asked the other woman if I could get a business card with her name written on the back of it? Again the young coworker looked at the older woman for approval. She said "yes" and to write "Joe" on the back of this business card. Clearly her name is not Joe. Why would you be so resistant to give a business card or give your name? I would just like to let anyone who is renting from the Cliffs that the reception area is incredibly unfriendly, rude, disrespectful and not helpful at all or maybe it's just "Joe" to the VRBO clients but is very respectful and great customer service if you are an owner. The Cliffs itself is a beautiful resort. My husband and I worked very hard for this vacation and it was not cheap. I expected better. She definitely thought that she was better than us and has terrible customers service! Not a good feeling when you're on vacation and you're putting out...