It took us 3 hours to get checked in. The Tram had a head-on collision the night before we arrived. It was very confusing where we were to check in. started standing in line in the main lobby, only to be told we had to go to Ocean tower. We then walked to Ocean Tower, which is a bit of a haul even though they we were able to leave our luggage to be delivered after we got to our room. The desk at OT was chaotic, A woman came up to us standing in line to ask our name, which she checked off on her list and walked away. At the time there were 5 of us standing in line with 3 people at desks. We literally stood in line for an hour before we got to the desk...there were at least 12 people behind us waiting. The person at the desk was pleasant and apologetic for the wait. We got to our room, called for our bags and waited another hour for them to arrive. There was a shuttle in place, but it was a bit unreliable, picked up out back through the fire exit door, and drop off at night we only had the headlights with the van to see our way to the door.The room was quite lovely with nice decor and amenities, The cost for parking was excessive at 48 per day. Everyone was very nice, but we would not choose to stay there again. We chose to check out Thursday to stay in Kona so that we didn't have to worry getting to the airport on time Friday. We loved the island-hadn't been there in 20 years. Thank you.