We spent 7 days at Aqua Bamboo and found it to be a nice hotel at a perfect location. Everything was in walking distance, a two minute walk to the beach, plenty of great food options nearby and close to bus lines. The pool area was really nice too and we actually preferred it to the beach.
The best part about Aqua Bamboo was the lovely front desk staff, specifically Moana who was such a friendly face but also went above and beyond when we had some property stolen at the beach and he personally took us to the station in his time off to help us. Meeting Moana and the kindness that he gave us was one of the highlights of our trip to Hawaii and he sets a great example of how it is the people who make the place special. Because of this experience we recommend Aqua Bamboo to all of our friends and family and look forward to coming back again soon in the future.
Good location but ....
Marie M
(Pakenham, Australia)
Location of this Hotel is quite good .... but sadly I cannot say the same about the staff behind the reception desk (Brandon being the only exception - he at least had a conversation with us!) Surely it is not too much to expect some sort of acknowledgement of customers in the hotel - especially as we were staying there for six nights! Long enough to recognise faces each day!!
Hotel itself is badly in need of renovations, which I understand is going to happen .... and quite necessary!
Wish we had chosen somewhere else to spend our last few days / nights .... could not recommend to anyone if you want friendly recognition and a reasonable standard of accommodation.
From pleasant to outrageous
mcqueens6
(Volcano, Hawaii)
We really wanted to love this hotel. We actually did until they tried to kick us out because their reservation system was awry and we had to prove we actually reserved for the fourth night -- and the desk guy said, "OK, you can stay." Um, WHAT?
Better stuff first. We're kama'aina and their discount was very generous. The location is superb for the price. The hotel has charm, there's a nice little concierge desk, and the amenities are just right for a moderate hotel. Most interactions with the front desk were pleasant (especially Moana -- really nice guy). The hotel is clean, and I liked the decor and comfortable vibe. The pool is nicest of all.
So. The reservation system is seriously messed up, and the customer service unforgiveable. The first day we were there, we were settling in and I got a cancellation notice on my email. "Your reservation has been cancelled." Obvs we didn't do that, and a call to the front desk straightened that out. So onward to our third day, and we were relaxing in the room when housekeeping let themselves in. "Are you extending your stay?" she asked, surprised to see us. "Uh, yes," we said. Meaning, yes, we reserved for a fourth night. (When I originally reserved, we reserved for three, and I called to add an additional night. My emails reflect it, and my last res email plainly stated four nights. Perhaps this is what wonked out the system. Why, I've no idea.)
A few minutes later, I'm on the phone with a ghost tour agency trying to book us something to do that evening, and my husband answers the room phone. He hangs up in dismay, I hang up with the tour guy, my husband says, "We have to leave." Apparently the front desk has told us we have to get out.
We start madly packing and I'm like, wait, let me find the ressie on my email. My husband calls the front deks back and says we have the email stating we're on for a fourth night. Front desk says he needs to see the email. (Here the onus is on us to prove our "right" to stay." The entire exchange with this guy went this way.) Meanwhile, I call and guy says we won't be charged for the fourth night if we're out in about 30 minutes. Apparently the hotel is full, there's no alternative. Someone else has booked our room.
Finally I'm incensed and I go down with my husband, and the front desk guy (this is Saturday 6/8 around 1:30 p.m.) has reviewed the email and just keeps saying, "My notes had nothing about your staying a fourth night." OK, well, I'm sorry you had inadequate "notes," but this is your excuse and how you rep your hotel in a major snafu? He kept repeating why he was correct in thinking we'd no right to stay. THIS is what upsets customers. You can make even a major mistake, and if you own the problem and try to straighten it out, the guests are less likely to be angry.
We're down there with all our bags, finally, not WANTING to stay (and expecting a chain of emails like the very first one on our first day saying we had to get out) and the guy just once again said, "I said you could stay."
Yeah, right. I demand he print out the details of our stay so he doesn't overcharge us, quiz him on who he is and who is his manager (oh, and over and over he stated no one in the entire Aqua chain in management works weekends, so there's no one else we can call at the time.) No attempt to rebook us in another of the large number of Aqua hotels, which is what I'd have done. It was a big weekend at Waikiki, Pan Pacific fest, and Waikiki was largely booked. It wouldn't have been easy to waltz into another hotel and get a room. Believe me, I'd have headed straight for the Surfrider.
We go outside, hail a cab, go to the airport, get on the next flight to Big Island where we live, pay $200 extra for the switch, and are really, REALLY glad to be home. So here is our experience with the Aqua Bamboo. We'll never stay there again. It's a shame, because I really felt we had a kama'aina home.
location location location
Mana T
(Yachats, Oregon)
Just right. Location is fabulous, We walked everywhere and jumped in the ocean. Waikiki at night is a delight. Aqua Bamboo is just right not posh but nice people nice location. nice rooms.I recommend this place because it is so local and easy to walk about from and quiet
Filthy towels and sheets
ozlinda22
(Brisbane, Australia)
We stayed in three hotels in Waikiki during our two week visit. All three were at the same price point. The other two were lovely. I booked Aqua Bamboo based on TripAdvisor reviews which was a disappointment as the hotel did not look like the pics.
Yes the hotel is tired and being renovated but this is no excuse for providing beige, fraying, scratchy towels and thin, worn, stained sheets. The first night we were there it was too late to have the sheets changed after I discovered the stains and the state of the pillows. To avoid using the towels I wiped myself with a face washer. At least that was white.
After a complaint to reception the linen and towels were changed but there was little improvement. I was asked how my stay was at checkout and mentioned the towels were disgusting. I was refunded one night’s resort fee.
When I have mentioned the state of the room in other forums and facebook groups some have said there experience was ok. But why would you risk it? I should have read the one star reviews more closely and seen there was a theme of dirtiness before I booked. Lesson learned.
