"The property had a great location, and the pictures accurately reflected the room. The staff were responsive and took action when needed. However, it is important to keep Hawaii’s laid-back culture in mind when evaluating staff responses.
Unfortunately, we encountered an issue with our room at 7th floor. At night, we found roaches in the kitchenette area, which was quite shocking. The next morning, when I informed the staff and requested a room change, they accommodated us immediately and moved us to another room with stunning ocean views, without hesitation or further inquiry.
I also noticed larger roaches outside the rental property near the entrance, which I understand can be common in warmer climates like Hawaii. However, the staff’s somewhat nonchalant reaction—rather than surprise—when I reported roaches in the room made me feel that this might not have been an entirely unexpected occurrence. Why I leaving 3 stars here is purely because of the prompt action of the staff regardless and stunning views from the room. Kahana should ramp up with the cleanliness of ALL their rooms and I hope my experience remains an isolated incident. "
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