Stunning property with nice rooms and good food, but service doesn't do justice - Sensei Lanai, Four Seasons Resort - Trade Reservierungs
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🙂 4/5 - Stunning property with nice rooms and good food, but service doesn't do justice
By 👻 @TeMinka, 03/22/2023 3:00 am
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Pros: The resort location was magical - we really liked the garden (especially the Forest Bathing session) and the rooms were spacious and clean. We never made it to the Yoga classes (too early!) but we really liked the Functional Fascia, Nutrition, and Meditation sessions. The quality of wellness practitioners (i.e. Skyler, Danielle, Lydia, Edwardo) were fantastic. They were very helpful and professional and we were so impressed that Sensei offers such an A-team of experts. We liked that they sent follow-ups after the session. The food at both Sensei and Four Seasons was superb and very fresh. The breakfast could be better though. We had a Koele Deluxe Room (#326) and it was very spacious and clean with a nice lanai facing the garden. Cons: The front desk and Sensei Experiences specialists (concierge) were not as impressive. We arrived after a 24 hour journey (3 flights from Singapore). We were really tired and really wanted to freshen up. The resort knew where we were coming from and did not do an early check-in. We had to wait over 1 hour before the hospitality suite was ready and 3 hours before our room was ready. I understand that early check-in is not guaranteed, but I would expect better service from the Four Seasons, especially at this price point. The front desk staff were not amenable to requests and we had to confirm the transportation 3 times because the staff said they would follow up but never did. The Sensei Experience Desk kept making mistakes in our schedule, particularly the wrong times and locations on the itineraries on several occasions. This caused a bit of confusion between us and the wellness practitioners, and loss of time on the actual treatments. Guests should have a frictionless experience (after all, we come to Sensei to de-stress), but we felt that we had to actively manage and ask the Sensei Experiences Desk to follow up on things. I also told the Pre-arrival Specialists that we were celebrating our anniversary and there was not a single gesture made. Meanwhile, I saw that our neighbours had a “Happy Anniversary” strawberries and champagne spread. I’m not sure if that was complimentary or paid. We travel often and stay at luxury resorts, and we do not feel that the standard of service at Sensei was on par with similar hotels or other Four Seasons properties worldwide (particularly in Asia). I know that there are different expectations at 4 and 5-star resorts in Asia, where service tends to be much better, there is better value in prices and tipping is not customary. And I am aware that service in Hawaii is not as good as other places, but I think that if guests are paying $2000/day and are expected to tip at a property, then the service should justify that. Nonetheless, we had a nice experience at Sensei Lanai. We are not sure if we will return again and would suggest doing the room-only option as the Guided Sensei Experience package (includes $1200 credits per day and credits can be used across the entire stay) add a lot of pressure for guests to utilise credits in a short time frame. We felt rushed trying to squeeze in all the wellness sessions and did not have a lot of free time.
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