Hoshino Resorts Risonare Guam

This was our second trip as a family in Guam, the first time we had a blast staying at Hyatt Regency, in our second trip we decided to go for Hoshino resort which was highly rated and well recommended. To our disappointment as soon as we entered the hotel we noted that the beach access was closed due to undergoing construction which wasn’t announced anywhere. The room was completely outdated and not up to standard provided that we were spending 200$ per night. Breakfast quality was mediocre. One of the main attractions is the water park (supposed to be the biggest in Guam) the wave pool was under maintenance for 2 days, luckily they were able to fix it in Day 3 of our stay. Staff were mixed we had very nice people and others who should have never been in hospitality. Despite our complaint, they rejected any compromise or help with any request even late checkout they asked for 33$ per hour. I am very disappointed and hope the hotel management can take this seriously especially that this is a Japanese brand. I recommend staying somewhere else if y it ever in Guam as this was a complete waste of money.

After a long international flight, my family experienced what can only be described as the worst hospitality encounter in over 20 years of travel. At the exact minute of check-in, staff displayed poor attitude and a complete lack of empathy toward guests with children. Shockingly, the morning duty manager (night shift manager) even denied a bottle of water to a mother and child, stating we were “not checked in yet.” The management here is among the most pathetic we have ever encountered, with poorly trained staff who seem determined to humiliate guests at every step. For example, if you simply want to view the Japanese restaurant to see if the location suits you, staff will remind you at the door not to touch food trays, as if you were staying for free. If you ask for a void room key card as a souvenir for your child at the check-out, they will insist you pay for it. Hospitality should be about care and service, but this hotel operates more like a boot camp. Such rigid and insensitive enforcement of rules is unacceptable in any hospitality setting. To be fair, Day time Duty Manager Masaya did try to compensate by packing some nice souvenirs for the kids after the whole turmoil, and the staff at the water park were kind. But these small gestures cannot erase the humiliation and poor treatment we endured. We strongly advise against booking this property. No guest should ever face such hostility after a long journey. For the sake of future travelers, we recommend that Trip.com and other booking platforms should warn Hoshino Resorts until management addresses these serious shortcomings! #LeastFamilyFriendlyHotel! #StayOut!