Castle Resorts & Hotels

Do not EVER stay here. The people who 'run' this place are running some kind of scam. The rooms are filthy. The rate is a lie. They steal from your credit card extra money when you arrive. Luckily AMEX will deny these illegitimate charges. But that's not the point. Came here to relax, not to have some sleazy people in a makeshift office try and wheel and deal and scam me out of money. They are criminals. Plain and simple. And they will not be paid a cent for this horrifying experience. Oh... FIVE STAR LOCATION! LOL

I've been charged twice (several thousand) for an upcoming reservation at one of their properties in Maui, despite reaching out repeatedly for several days via phone, email and Facebook I haven't the received a reply. No one is picking up the phone and voicemail boxes are full. I should have read their reviews before booking on VRBO. Be warned!!

This organization is not trustworthy or honest. We booked an oceanfront condo in 2022 for a stay in early 2023. We noticed that they were advertising a "special promotion" just prior to our stay, and we called to ask them for an adjustment. We also noticed on their website that they had a 'policy' to match "any" lower fee, but would not honor their own lower fee! This is the kind of management that does not do the right thing for its' guests. After my discussion with them, they changed their policy, eliminating their price matching. They clearly knew they should have honored their policy, and instead of doing the right thing, they changed it! Shame on them. If there is any problem with your stay, they will tell you at the front desk that they are working on it, but no one will get back to you. Stay far away.

We are thinking of purchasing two units in the condotel as investments. We decided to book a weekend at the Waikiki Grand Hotel to see what the customer experience would be like. It was horrible. When we booked through the Castle website. They advertised that there is parking on site. Hence we booked. We check in two weeks later and the front desk tells us there is no parking on site and that we should've called to confirm. We ended up having to park my car across Waikiki at another hotel that allowed public parking at $30. Why advertise you have parking on site when you really don't? This experience left a horrible taste in my mouth. And I canceled the rest of my stay and also decided against purchasing the two units for sale in the hotel. And also - the Aunty at the front desk can tone down the attitude. We are not tourists. We are Kama'aina and kanaka maoli - same as you. Is this how you welcome others in your hale? SHAME! Castle Resorts is this how you treat your Local people? I've already filed a complaint with the Better Business Bureau and contesting the charges with our credit card company. Who wants to pay for services that are not delivered as promised? I've also shared my experiences with followers on my travel website; and my FB and IG page with over 5,000 faithful followers.

Castle Resorts doesn't offer 5 star hotels but they offer good rates and reasonable lodging for the price conscious traveller. Their office is based in Hawaii so you won't talk to some outsourced fool that will tell you to drive from Honolulu to Kona. They can help you find a hotel on Oahu, Big Island, Maui, Kauai, Molokai, even Saipan and New Zealand.I recently set up multiple reservations in Kona and Hilo for one of our company's photographers. Spoke with Carrie on the phone. She offered excellent customer service. Actually she went beyond excellent customer service. She made everything easier for me. It was easy filling out and sending her a credit card authorization and she also helped cancel previous reservations with no problems. Thank God for this office and its employees.

Horrible room, Castle Resorts could care less...We called Castle Resorts before our trip to Maui and staying at Paki Maui. Castle Resorts (Jason?) guaranteed a two bedroom ocean view unit with one bedroom on the water side. Sure enough, upon arrival we were placed in a smelly, dilapidated unit with both bedrooms in the back. We immediately went to the front desk, but they said nothing else was available and were told that we were "lucky we even had a room" since they were overbooked and were forcing people to other properties where the customers were forced to pay the difference. We then called Castle Resorts directly, but they could care less about what was promised and they would do nothing about it.The room was absolutely atrocious...Dirty, mauve carpet from the 70s, mold and "soot" covering the ceiling fans, a kitchen sink that sprayed you, old 12" CRT TVs in the bedrooms, extension cords _everywhere_ ...to control the ceiling fan in the living room you had to reach behind the refrigerator in the kitchen. The unit's two bathrooms are so small they resorted to mounting the toilet paper dispensers to the sliding doors! My favorite "feature" though is the oven that can't be used without the dishwasher being opened first...people have tried and the buttons on the dishwasher are all but ripped off! Forget about maid service too...you are required to wait 4 days into your stay before getting new towels or any "servicing"!Paki Maui is on the beach, but their seawall must be falling down as there is plywood and caution tape covering it, additionally there are boards and warning signs preventing you from using their beach access. I have never been so disgusted in a hotel/condo. Thanks Castle Resorts!

Aloha I stayed at the Waikiki Grand in March for 2 - 3 days, I was happy to be there, I thought the rate very cheap and the proximity to everything was perfect. The10th floor is a great place so is the ground floor in the foyer. Very cool. I was happy to be staying at the Waikiki Grand. Also my flight out wasn't until about 7 pm, they allowed me to leave my bags until I was ready to pick them around 4pm which gave me another day in Honolulu. So that was great.

I had a terrible customer service experience with castle resorts. I found them to be completely non-responsive and frustrating to deal with. I was trying to see if they had group rate discounts. Online it says they have an email account just for that [email protected]... I called and emailed. Over a month passed without response. I finally got someone on the phone and she directed me to an indiviudal's email account. After some back and forth with that indiviudal she said that they would be happy to book us and that the military, AAA, typical discounts would apply. To visit castleresorts.com.... so essentially they wasted my time for over a month when a simple answer would have been "We don't do group rates, please book online at castleresorts.com". I've heard bad reviews about their cottages but the responsiveness of customer service is so awful I don't know I'd ever get to the point of staying at one of their locations.