Aulani Resort Negative Reviews
Below Disney StandardsApp is basically a hotel map with daily schedule of activities. Need further development to integrate all aspects of ones reservation. Specifically, being able to see dining, and excursion reservations. Possibly being able to see room invoice to keep track of expenses. Lastly, having the opportunity or use the app as a room key, access device through out hotel est. We have experienced these in hotels of less stature, so we were surprised to see Aulani still has a long way to go with technology..Orta3107Version: 1.9.2
Not helpfulI’m confused why quests are directed to use this application. It does not provide users with the ability to get information or perform any useful functions.
1. I retrieved my DVC reservation on the app but my checkin date was incorrect. The previous week member services had merged two reservations together due to a waitlist that had become available. I waited to add the new reservation after I got an updated email and saw my correct information on the DVC site. However when I added that reservation to this app the dates were incorrect.
2. Once you click into your reservation you can add dinning options. Although you can select a restaurant and a date within the 30 day window it shows no times available. I tried this for several days and all time options but always showed as unavailable. I called the hotel directly and was able to make reservations. Is this a bug in the app or a restriction due to covid? If it’s the later then they should remove that feature or tell people to call.
3. I submitted a support request from the app. I never got an email or any notification that the request was being reviewed. I was never contacted.
I had the same issues as other users about the lack of information and the difficulty navigating and random zooming of the pages. I don’t trust this app to start my checkin process so I will end up at the front desk anyway..Yellow snowmanVersion: 1.4.0
One of the Worst App user experiencesThis is one of the worst app experiences. First, it constantly asks you to log in, almost after interaction. It takes you directly to a profile page that requires you to add and confirm your guests. However, in order to do so you have to re-enter your log in information- which, basically takes you into an endless loop. Tried to add/confirm guests via reservation confirmation but again, that takes you into an endless log in loop that won’t let you validate any of the guests on the list. This app is a complete disappointment and user experience fail by Disney. And it is so bad that I may just cancel my reservation all together because this is not an experience I am willing to pay for, especially when I know there are resorts that are much more service oriented, fun and less expensive..KheikesVersion: 1.7.4
Poor functionalityFrom Disney I would expect outstanding tech, but not so for this app.
1. Almost each time I access the app it requires me to log back in. Won’t stay logged in.
2. I made restaurant reservations thru the app but no where on the app do they show up. I tried using the “link reservation” function once I had the confirmation numbers but app doesn’t recognize them. This is also confusing because in the “mobile notifications” section of the app it says it will alert you to your dining reservations, yet the reservations don’t show up in the app.
3. There is an “unlock door” button and it won’t work. When asking the front desk their only recommendations were to be sure Bluetooth is on, log out and back in (does it to me all the time already), or uninstall and reinstall.
The gal at the front desk was very nice but her online script provided me no solutions. She had no idea why the dinner reservations don’t appear in the app.
Disney is SO about customer service, and everything else they do runs like a fine Swiss watch. They were so cutting edge years ago with things like mail bands. But in my 2 trips here in the past 10 month, I have found their app less than functional..MK4MIZZOUVersion: 1.8.1
Not helpfulApp isn’t as helpful as the Disney World app but my main complaint is booking an activity.
It looks like it take you to a web based site outside of the app. It isn’t stable and constantly locks up. I’ve been trying to book an activity for over an hour with no success. I’ve rebooted my phone, deleted and reinstalled the app, as well as closed it and started over many times now. It continues to lockup on the last screen. This is incredibly frustrating since some of the activities book quick and I don’t have all day to mess with it.
I also couldn’t just find the regular website to book on a computer..03tigerVersion: 1.9.2
Below Disney StandardsI’m frustrated and simply appalled that Disney has an app of such poor quality. The experience begins with making the reservation at which time you’re advised to download the Aulani app. The Aulani app simply doesn’t function when tying to plan and making reservations. The experience is horrible! We pay a lot to vacation with Aulani and the app should the quality that we’ve grown to love about Disney. It’s been over a year and certainly Disney has the resources to fix these issues. Because the app is so poorly designed, we’re forced to call the concierge to book reservations. To the developers: Get on board with the Disney level of quality!.Disappointed - still!Version: 1.6.1
Horrible App, Great ResortWhile our stay here at this resort has been wonderful, the staff accommodating and friendly, and the food has been delicious. This app is an insult to all the effort people put forth to make this an enjoyable experience. The app is dysfunctional, constantly asks you to sign-in even after doing so previously, and makes it almost impossible to link your reservation and access the rest of the app.
The restaurants here at the resort would like you to order pickup through the app, but you are unable to do so without jumping through a dozen hoops. It’s frustrating, clunky, and by far the worst app I’ve used in years..Walt Disn3yVersion: 1.9.2
Horrible appWorst app I've used in some time. Really expected more from Disney. Constantly logs out, freezes, or just quits. When it does work you have to search reservation times by each time slot instead of just seeing availability by day. Makes a infuriating game of trying to guess an available time before the app logs you out again.
Was told when reserving the room that we couldn’t call for certain activity bookings and had to go through app. Problematic when dealing with a newer disability that makes looking at a screen or typing painful- Not accessible at all..Akiva86Version: 1.7.4
Needs more Disney MagicNever could get the room key to work on our stay. 3/4 of the time the one mobile order restaurant didn’t even show up in the app to order from. (Not user error, we use the WDW app frequently with no issues.) It would really be helpful to give full menus & notate cup refill stations in the dining section. And it’s a shame that photos require downloading the Disneyland app..Wdwkim77Version: 2.0.1
Terrible Reservation/Account LinkingMy family has 10 adults staying in our suite and this application has been nothing but a headache. There is clearly significant work required to have consistency with the reservation system, the front desk system (which just tried for an hour to link our accounts unsuccessfully), and the application. As a data infrastructure engineer, I have to say this application isn’t production ready and required significant work.
There is also no way just to pull up a simple map of the property to understand where you are..AcgolabVersion: 1.7.2
Worst Disney App everThis is by far the worst App that Disney has ever put out. My family and I are traveling in the next couple of months. I downloaded the App to start getting a few and set up reservations when we are ready (30 days out). I have now downloaded and had to delete the app 4 times over the past month. It will not load and will not save my excursion reservations. I have given this App more than enough of my time and will not again. I will take my laptop and handle my stays there instead. DON’T WASTE YOUR TIME WITH THIS APP!.HuberpjVersion: 1.6.1
Is it this bad on purpose?I try to make reservations and check in, nothing I do saves. It asks me to log into my Disney account between each navigation.
At this point, I don’t even know if I actually have the dinner reservations I’ve made. I went to the web site to try there, and it’s just as bad, which then leads me to believe they want you to feel as if you have options and you really don’t?
Disney should carry a name of quality and set the bar high on standards. This is worse than some starter apps I’ve seen..Cali-CAVersion: 1.7.2
Useless AppThis is the most useless Disney app I have installed on my phone. Every time I try to login to look at my reservation, this app will not load. It is a continual process of deleting the app and reinstalling it in order for it to work. This is a complete and utter waste of time when I can log onto the Internet and see the same information. Not up to par with Disney’s usual reputation of producing excellent products. I pray my experience at the resort is better than the experience I have had using the app!.LDF1210Version: 1.6.1
Complete failWent through the process of setting this app up with upcoming reservation information. Went smoothly other then an awkwardness to the app setup. Went back to check on how to make a dinner reservation and not able to sign on. Tried many times going through the steps, then deleted app, reinstalled, setup the app again. Complete fail. Not sure how this will work for the upcoming trip but this app clearly needs a lot of work. I expect better of Disney..2spiceE4UVersion: 1.7.2
Spend Money on Your App. I’m begging you PLEASEFor two days now your app has been unusable. Either because I could log in “account services is temporarily unavailable” or it keeps locking me out when I use Face ID to log in. Then it says I’m locked and I’m stuck in a loop trying to use this horrible app. You ask your clients to pay a lot of money to stay here. And ask them to use this app to help you with scale. If that’s the case then invest decent resources into fixing AND maintaining your app.NickplayVersion: 1.7.1
Needs workIs not as user friendly as other Disney location apps. The main improvement I would suggest is including the menus for restaurants in the descriptions for them. I honestly don’t know if the menus are anywhere on the app, as I grew too frustrated to look further and resorted to the internet instead. I have come to expect better from Disney..NancyLew1Version: 1.7.1
Can’t even start check-inI signed in, linked my reservation and then when to start the check-in process. But when I add my credit card and pin, and go to save it, it reloads the page, signs me out and nothing is saved.
So 10 minutes into this app, and it becomes useless.
And are there no other options for room selection other than “near lobby”? No higher floor, lower floor, east/north wing, west/south wing, near parking? Nothing else?
Really bad app..GizzerellaVersion: 1.7.2
Too many bugs need fixingCan't finish check in goes in circles after adding all information then sends to blank page. Can't make dinning reservations says none available even after just being released at midnight. Can't adjust friend and family on check in. Seemed to work in february but hasn't worked since August. Even the website itself can't open up my reservation..Disneygirl kcVersion: 1.4.0
Nice looking but not very functionalThere’s a few things that make this app way less useful than the other Disney apps:
- Can’t view restaurant menus (they’re already all digital so this is confusing)
- Can’t make reservations.
- The map is not full screen. It’s very difficult to filter and scroll and look at different areas at once.
- No digital room key.EmanateeVersion: 1.4.0
Tech support pleaseThe app added one of my family members 2 times and deleted another. Front desk and Disney member services could not help at all. Hope my check in process goes smoothly because I don’t have another hour to wast on the phone ..Turner34577Version: 1.8.1
Not User FriendlyThis app does not make anything easy. I tried checking in to the resort and even after checking in it brings me back to the start and asks me to check in again. If I want to see my dining reservation made on the phone I am forced to log in again just to not see the reservation. You need to hire some actual user design people and perhaps even do usability testing..Krisg_2022Version: 1.7.2
Never WorksFor as much as they charge to stay at this resort, you would think they’d invest in a working app! It’s never working and if you do get in, it will kick you out or prompt you to log in again if you try to book an excursion or dining reservation. Even if you go to the browser to log in, it’s very slow. I expect much better from Disney. Don’t offer the app if it’s not going to work..ShawnberryVersion: 1.6.1
Not fixed!After reading reviews from months ago I realize the bugs still have not been fixed which make this app useless. It still wants to link a reservation that is already linked, can’t manage friends and family to check-in, can’t make a dining reservation even though I’m in the booking window. Frustrating and useless!.Jaylynn1971Version: 1.3.0
Was told I need to down the app just to get food to goI just wanted to get a sandwich to go to take the to hotel room. Was told I needed to download the app and they could not just give it to me to go. The app had a register page and I had to enter a lot of information and my room number. I should not have to do all this just to get a sandwich. I gave up and deleted the app..Jon3113Version: 1.8.1
Mobile keyAll three of our aulani apps worked for us to open our door the first day and then on the second day two of our mobile keys on the app don’t work and everyone multiple times have told me the app should open our room will work and low and behold do not work and do not know what is going on with the app system.TowmanproVersion: 1.9.2
Useless appThe only thing that it might be useful for is ordering takeout food. Otherwise there is absolutely no reason to get this app. It needs so much work to make it usable. It doesn’t have your restaurant reservations on it. You have to continually sign in and try and link room reservation. Still have to have room key to charge to room. Terrible app!.CapitalAnyVersion: 1.9.2
Changed all my family names and ages!Beware the app asks you link your guests but then it changed all their names from the original reservation. It took my kids names off and changed it all to my husbands names. Stupid! You can’t even change it back when it happens and there’s no number to call to fix it.Am101707Version: 1.8.1
Won’t OpenAnd that’s my review: the app won’t open on my iPhone 8. Useless waste of space, worse than most of Disney’s apps or websites. Which is an achievement!
Update: App developers contacted me to suggest I delete & reinstall the app. Which I had already tried, of course. Too late now to fix the problem since our trip concluded weeks ago..SophieAsherVersion: 1.6.1
One of the most useless apps everThis is the most useless app I have installed on my phone. I will be deleting it immediately upon completion of our Aulani trip. First of all, the retrieve and link reservation function does not work correctly and is also confusing. Second, the app has almost no content. Bare bones nothing app. I am not bewildered that Disney would release an app that is so very poor..RickaicpVersion: 1.1.0
Lame technologyThe interactive map should be ready to use and allow users to zero in on the activity or experience they desire. Dining reservations equality poor. Constantly logged out of app so didn’t have access to some functionality without a new log in. Disney really lacks when it comes to technology..Funcash1Version: 1.7.1
Shocking Poor App for DisneyApp constantly crashes, offers very little in terms of functionality (can’t use App as room key, can’t see dinner or similar reservations, etc.). This is honestly pretty pathetic for a 5 star resort, especially one that is part of the Disney brand..JisCraCraVersion: 1.6.0
Horrible AppEvery time I want to use the app, it won’t open. It just sits there and spins. I have to delete it, reinstall it and use it. Ic I close it, I have to go through the whole process again. After using the Disneyland, Disney World and the Disney Cruise Line apps, I expected the same quality from Aulani. Guess my expectations are to high..IH8LGSVersion: 1.6.1
Only available in US storeApp only available in App Store USA. There are guests from around the world and app most be in all stores like the Disneyland and Disneyworld my Disney experience app . I am traveling with friends from other country and they can’t download since it is only available in the US one , that’s terrible..Pepe2123Version: 1.9.1
UselessThis app is completely useless. The map locations are incorrect - show bathrooms in the middle of hot tubs. No menus for restaurants. Literally what is the point of you have to go to the website to find any information anyway??? Disney needs to do better especially for the cost of staying at the resort..MorcrisaVersion: 2.0.2
Needs work - setup for family membersI love the option to open room door from the app (magic!) but it’s available only for the party organizer. Please make it easier to setup room access key for the kids. Thank you!.Alex_sydneyVersion: 1.8.1
Unable to connectSince acquiring this website I am unable to access it. Needs to be looked into for easy access. Difficult and unresponsive results to unreliability..Agasi1946Version: 1.6.1
I would expect more from DisneyThis app is pretty barebones like another reviewer notated.
What really turned me off is it doesn’t seamlessly integrate the guests in my original reservation into the app. I have to manually add their names (and birthdates if they are under 18).
The most frustrating thing about this is if I hit the X button before confirming the name, it takes me all the way back to the page where I need to enter my confirmation number.
I have used apps for many other hotels and cruise ships. Disney should be ashamed of this product..808warrriorVersion: 1.4.0
Dumb appA waste of time, you need to rekey your reservation info everytime you open this app. And why do you need a separate Aulani app when the Disney World App works just fine? Get your acts together and either improve this app or allow the Disney World app to carry your resort!!!
Just like woke Disney this app is a failure..SMM@ddoux&^•^~Version: 1.8.1
What’s the point?An app this bad shouldn’t even be allowed in the App Store. This is Disney? Sure doesn’t seem like it. The app doesn’t let you do basic things, like view your reservations for dinner, or make new reservations. The resort map is mediocre at best. And all this…IF the app actually works!! C’mon Disney!.Eric.j.petersonVersion: 1.6.1
App doesn’t workThe app doesn’t allow you to sign in and manage your reservation; however, I’d you just want to know what’s going on at the resort or need a map, it works as expected. But don’t expect to be able to see anything regarding your actual stay..KhughesnycVersion: 1.6.1
App is terribleDisney needs a complete revamp on this app. It won’t open most times but when it does, not useful info. Spend some time and upgrade. Have phone unlock doors or be a charge card. Book reservations. Give suggestions. Anything..JW in Wine CountryVersion: 1.6.1
Useless. Pointless for multiple family members.Why on earth does this app not allow multiple family members, of the same room, unable to retrieve reservation details in app? Why Disney? This causes the app to be completely useless. Do better. I hate it!.RacerCB_SFVersion: 1.8.1
Not Intuitive at allI tried to use the app to order a to go meal from Off The Hook after seeing signs at the resort. No one could tell us how to do it. I’ve been in IT about 40 years and couldn’t figure it out. The app needs a lot of work.CyhermVersion: 1.8.1
Looks nice…but….The app looks nice but is laking in functionality. As a DVC member I had to sit on the phone (am currently on the phone as I write this) for too long to try and get my reservation linked. This should be a basic feature and something that shouldnt be happening IMO..IamreasonVersion: 1.8.1
Bug that makes retrieving reservation impossiblePlease fix Manage friends and family section when retrieving your reservation. Can’t select from list. Thus can’t link my reservation and app is useless in getting anything done during the stay..Tobi Y.Version: 1.0
Rarely works, user interface needs workAlways seem to struggle with getting it to work consistently. Online ordering at OTH, doesn't show up in the app randomly and my reservation frequently disappears..LOLNothingWorksVersion: 1.9.2
Not worth downloading.Hard to know where to begin. How about it being down half the time or not being able to access my account when it is. So bad. Not Disney level for sure. Sigh..FlyfisherdonVersion: 1.7.2
Important things don’t workFirst thing they tell you at check-in: the character meet and greets appear on the app each day at 8am. For our whole stay, not once did they update on the app, which means you have to find a phone and call a number and listen to a long voice mail to find out where the characters are.
It also needs a much better map of the resort.
On the bright side, I forgot my key once going back to my room and I could unlock the door with the app. That was pretty handy..Acbish13Version: 1.7.3
DisappointingWorld class company with an absolutely terrible app. Never works properly. Come on Disney, you can do way better..Ads7903Version: 1.9.1
TerribleAbsolute crap.Isthat_aidanVersion: 1.7.4
TerribleThis app has been around for years and Disney still can’t get it to work. Embarrassing.
Never works, nothing loads and just hangs.
Be better and do better.BennysOwnerVersion: 1.7.2
Terrible appThis app is just awful. It rarely loads properly and hangs. When I first signed in it had the wrong dates for my reservation (which in turn had me on hold for 45 minutes to make sure something wasn’t wrong with my reservation). And, It’s just simply useless for information such as what dining reservations do I have (nope, not on app)..WildeGuyVersion: 1.6.1
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