I had stayed here 3 nights from January 25 to 28. ...

I had stayed here 3 nights from January 25 to 28. We were visiting with our 4 month old infant and had a very rough stay. From the beginning, it was a very poor experience. Not only did I feel like they were trying to price gouge us, their service was below standard, and they did a poor job of compensating and taking care of problems within their hotel.

As an SPG member, we used our free nights and booked a standard room. At check-in, I asked for a larger room since we had an infant with us. They had a suite available, but they were asking for an additional $200/night. After looking at their prices online, I noticed there was $100/night difference between their standard room and the room they were offering us. When I brought this to their attention, they were then willing to change the price and charge us $100/night instead of the original $200/night.

On our second day there, we received notification that their staff was on strike. I completely support and respect the union workers' rights, but as a result the standards and services of the hotel were greatly diminished. Multiple shops were closed, no one was at the concierge desks, and multiple services were unavailable. However, our hotel charges and extra resort fees were unaffected. The daily resort fees remained the same (unlike the level of service I was paying for!).

We also had an incident where thousands of ants invaded our room. We came back to our room during the day to find our clothes, luggage, and food infested with thousands of ants. This was already very distressing, but life with a 4 month old infant made this experience a thousand times worse. We had to spend a significant amount of money as well as a waste a whole day washing all our clothes. We called the hotel to report the incident, and someone came and took one picture of a table with a few ants. I mentioned that there were thousands of ants crawling in our luggage, but they just looked at it and walked out. They offered to spray the walls with alcohol, but only while we were gone. This took a while as we had to clean and pack enough stuff to take care of an infant for a few hours. We received no notification or communication that anything had been done. We had to reach out and check on the progress before even returning. At check-out, they gave us a $100 total credit for "our troubles". $100 is nothing compared to the cost of staying at this luxury hotel. That doesn't even cover our resort fees (for the non-existent services because of the strike).

Needless to say, this was a terrible establishment with terrible service. The rooms are of poor quality and the management is of poorer service. No manager ever reached out to me. The staff would always have to "go check with their manager" before anything could get done. I would highly recommend staying away from this hotel and their ant-infested rooms. There are tons of other less pricey places to stay on Waikiki with much better service!