We visited Aulani a week ago for 6 nights stay. We...

We visited Aulani a week ago for 6 nights stay. We stayed in a 2 bedroom villa that was designated as an "ocean view". To start with the positives, the hotel grounds were very well kept, and the surrounding areas had a lot to offer.

We paid approx 12K for a six nights stay. The room that we were given was supposed to be ocean view, but due to construction all we could see was a Crane blocking the view of the water. We spoke with management, Greg at the time, and asked if we could get a different room. However, the hotel was fully booked and he said that wasn't an option. His only solution was to give up our room for the day (which cost approx 2k) and be without a room from 10-6 and then possibly move to a room with a better view. Seeing as I was travelling with my wife and 4 daughters, that was not possible. This was also without any refund for the day we were given up our room. I kindly asked if they could charge us for a pool view or interior view for just a couple of nights to compensate for our room. He refused and said that the room had the "title" of ocean view and that's what we paid for....a TITLE. As it stood we were stuck in the same room the whole trip paying 2k a night to look at a crane with no resolution offered by the staff. It's sad that people work very hard for their money and have limited vacation time, and someone this arrogant and a corporation with such poor customer service doesn't take the time to consider that.

Besides the room, I felt that the food was well below average. The breakfast buffet is 40 dollars per person and honestly I get much better food at IHOP. The dinner buffet was about 70 per person, and the steak was overdone, the fish was dry, and the crab legs over cooked. Hence we chose to only eat there one night.

The beach was nice, but it was a fight to find an available chair and umbrella. We will NEVER revisit this resort and could have had a much better time, food, and accommodations at the next door Four Seasons.

The Disney customer service has rapidly declined over the years and corporate heads have ruined the experience. Dollar signs are all that matters to them. I don't expect to receive anything from this review, but sincerely hope that it helps prevent others like ourselves from getting cheated. If you have a trip planned there soon, demand that your room does not face the SW direction.

UPDATE:

Once we returned home from Hawaii I received a call from Disney Corporate and explained our whole experience. The manager was extremely apologetic and very helpful. They offered to refund us for one nights stay which was far beyond expectation. I told him my motivation for the complaint was to receive anything but to ensure other guests didn t get treated the same way, and that the level of customer service was addressed. I truly appreciate upper level management taking the time to listen to my concerns.