We spent 8 nights at the Outrigger Kona, booking through Costco which bundled valet, resort fees, luau tickets, and Voyager Club access. Here's our honest take for anyone considering this resort.
**The property** is genuinely stunning — sweeping open-air spaces, two pools, a lovely water feature, and an open-air restaurant (Dukes was under construction during our visit). The location near the Captain Cook area is fantastic, and the resort sits on sacred grounds with deep cultural significance.
**Room tip — and this is important:** "Ocean View" and "Ocean Front" are not the same thing. An ocean view room may offer only a sliver of the bay if you crane your neck. If you want open water in front of you, book Ocean Front. We switched rooms mid-stay with the help of the wonderful Jeneen at the front desk and the difference was night and day.
**The pools** were a highlight. The outer pool closest to the ocean was our favorite spot. Chairs and towels were always available, and the deck attendants were exceptional — cheerful, attentive, and full of great local recommendations. Complimentary water and fresh pineapple throughout the day was a lovely touch. We even spotted whales breaching and dolphins from the pool deck.
**Don't skip the cultural center.**
Our guide Nani was extraordinary — her walking tour (free, ~45 minutes) was moving, educational, and genuinely changed how we approached the rest of our trip. She sang in Hawaiian as an offering to the island and had us in tears. It's one of the best resort experiences we've ever had.
**The valet team — one of the best things about this resort.**
We've stayed at a lot of hotels. We've been greeted by a lot of staff. Nothing compared to these guys. From the moment we pulled in on day one, they set the tone for our entire trip. They asked about our excursions, and genuinely seemed happy to see us every single time we returned — whether we'd been gone two hours or all day. It never felt scripted or performative. It felt real.
They had our car ready exactly when we asked, without fail. But honestly, the car was almost beside the point. It was the warmth. The energy. The sense that they were proud of where they worked and wanted us to love it too. In a resort experience that had real highs and a few lows, these guys were the constant. If hospitality is an art, this team has mastered it.
**Tip them generously. They deserve it!**
***Opportunities***
The **cleanliness of common areas** was disappointing for a resort at this price point. A beverage stain in the lobby foyer sat untouched for days. Our lanai hadn't been properly mopped. Hallway carpets and stairwells had visible sand, hair, and debris throughout our stay — not addressed. For what guests are paying per night, this is simply not acceptable. ( I will say our room was clean and we have no issues with the room cleanliness).
The **Voyager Club** felt like a premium price tag on a budget experience. Breakfast leaned heavily on egg product rather than fresh eggs and continental offerings, and evening snacks were sparse — rice, miso soup, and a single protein option, minimal cold selections. The staff were consistently warm and welcoming, which we appreciated, but warmth doesn't justify the cost. We won't be adding this to our package on a return visit.
The **luau was an outright failure** — and we want to be very direct about this because it affected us financially and soured what should have been a memorable evening. Our Costco package included two luau tickets valued at $370. Sounds great in theory. In practice, actually reserving a date required contacting a single, siloed department reachable only by one phone number. We called. We left voicemails. We visited the front desk. We spoke to the concierge. Days passed. Nothing.
The concierge his advice was — and we are not paraphrasing — *"Keep calling. They don't always get back to you. Keep on them."*
We were stunned. We are guests. We had already paid. It should not fall on a vacationer to chase down a resort's own department repeatedly just to use an included amenity. No one at that property — not the front desk, not the concierge could simply register us or escalate on our behalf. We never attended the luau. We lost $370 of our package value. That is a failure of resort management, plain and simple, and prospective guests booking packages with luau inclusions should go in with eyes wide open.
**Amenities are also poorly communicated** to the point of being effectively invisible. (such as paddle board rentals, pickleball courts, spa, etc.) We discovered the on-site laundry, and water bottle filling station entirely by accident over the course of eight days. Other than a map there was no welcome orientation, no proactive mention at check-in. A resort that doesn't tell its guests what it offers is leaving money — and opportunity — on the table.
**Bottom line:** We had an enjoyable stay overall and would return — but we'd book Ocean Front, drop the Voyager Club, and go in knowing the luau booking process is broken and entirely on you to navigate. The standout staff — Nani at the cultural center, Jeneen at the front desk, the pool attendants, and above all the valet team — are genuinely world-class and deserve every bit of recognition they get. It's just a shame the resort's systems and upkeep don't yet match the people who represent it.
US