I am a resident of Hawaii, so naturally used Kamaa...

I am a resident of Hawaii, so naturally used Kamaaina rate. Our family has stayed twice.
The first experience was super nice, they upgraded our room, staffs WERE very friendly, so we decided to come here again.

The second experience was the most disappointing and disgusting in many respects. My wife also agrees. Service quality is obviously terrible. Some staffs are nice, but overall, other staffs, who look local Hawaiians, are generally are poorly trained.
I am originally from Japan, and this hotel is populated with lots of Japanese tourists, and staffs are now probably fed up with the tourists, who are not fluent in English. I look like a typical Japanese visitor, maybe this is one of the reasons why I was treated badly. I am a bilingual, so I could even hear some staffs speak ill of their customers!!!!(not only Japanese!) right in front of me!!!! I was really upset! I warned the staff I would definitely write about this, and tell the staff name to the hotel manager, of course. I strongly hope she is fired!!!