My daughter and I stayed at Etu Moana for six nights in September 2022. We initially had booked the beach view villa prior to the Covid outbreak in 2020, however, Etu Moana increased had their room rates since then, and because of this, we ended up in a pool view villa due to the price change after we had initially booked. When we asked about the price increase, one of the managers, Jane, advised it was due to the upgrade of an electric golf cart and electric scooters offered to guests. Upon checking out, we were charged $10 each way to go from Etu Moana to the Pacific Resort in Jane and Steve's golf cart, which we were under the understanding was complimentary for guests to use (their golf cart charge was the same as the taxi charge on the island).
One morning, at breakfast, Jane approached us and said in an accusatory tone "you were chatty in the early hours of this morning". Apparently she checks on the villas in the early hours on the morning, which we found to be very invasive, and we certainly didn't appreciate being confronted about it at breakfast.
Wifi is only available in the lobby for all guests - it's not available anywhere else in the resort (we assume this is a cost-saving measure for the resort by management, but it was fine with us, since we were meant to be holiday), but what we didn't anticipate was the frosty reception extended to us whilst utilising the wifi in the lobby. Other guests seemed to use it without being hassled, but we were scolded for spending time using it. One night, Jane and Steve left the resort for a time, then came back, and Steve incredulously asked "are you still using the internet?!". We often felt very uncomfortable in their lobby. The phone in the room did not work, again, forcing us to use the working one in the lobby area, where we felt unwelcome.
Jane often had a rude and frosty demeanour towards us as guests, and we saw this treatment being extended to the lovely staff at Etu Moana. For example, one night we witnessed her snap at a staff member who was assisting her during dinner service near the pool, shouting at her to hurry up while this staff member was clearly busy doing a brilliant job of keeping the dinner service running smoothly.
In regards to the food, the breakfast menu never changed and was underwhelming in options (this issue lies with management, and has nothing to do with the wonderful local staff at the resort who go above and beyond to accommodate guests when they can).
Everything else about Etu Moana was amazing, the local staff there were absolutely outstanding, fabulous waiting staff, wonderful housekeeping, immaculate grounds, gorgeous location - it just needs new managers - these ones seemed burnt out and acted like they didn't enjoy being there, and unfortunately because of their attitude which ruined our stay, we rate our experience a one star overall. We didn't appreciate the managers' hostility, especially when we had paid thousands of dollars for our stay, and we didn't do anything to warrant their rude demeanour towards us as guests. We would love to return to Etu Moana, but only if it's under new management.
