What an amazing service! I love booking spa services so that I can use the facilities at a spa for the day, whether on vacation or at home. My fiancé were recently on Kauai and had a redeye flight home on a Thursday. We didn’t think to book an extra night at our rental and we’re left to figure out how to spend the day but also have a place to relax and shower/change. We tried getting services at the Grand Hyatt on Kauai but did not plan well enough in advance and they were booked. They recommended Resort pass and it worked out perfectly! We purchased the day pass which allowed us access to the spa locker room and facilities. We were not able to use the resort pool (though there is a resort pass option for that) but there was a lap pool in the spa area, steam room, jacuzzi, lockers, etc. it was a great way to spend our last day on the island and also an affordable option. I highly recommend and will absolutely use again. The app was very user friendly.

The whole concept is great. The execution is poor. There is no real customer service. The love chat is never on. It takes close to two days before receiving a generic email of “we’re working on it”. ABSOLUTELY NO TRANSPARENCY!! I booked an upgraded room, when I got to the hotel they told me they couldn’t find my booking, then I was told I couldn’t check in until 3pm even though my reservation was for 9am. Finally they told me that they did not have the premium room to give me, and that they could only give me a standard room. I asked about being refunded the difference of the room. I was told that I needed to contact ResortPass since I booked a third-party the refund would need to come from them. After contacting ResortPass for three days I finally received a response and was told that it’s the hotels discretion as to whether or not, I would ever receive a refund. I called the hotel spoke to hotel staff and was told that they do not issue any refunds for anyone that books through a third-party app. Before anyone considers downloading and using this app, I strongly suggest you do a quick Google search on ResortPass reviews and you will quickly see that under the Better Business Bureau they have a two star rating and all of the concerns on Better Business Bureau are not being refunded or being overcharged. I wish I had did this before I made the mistake of booking through them.

This is a win-win all around for both hotels and locals who want to maximize staycations or “day” cations and hotels who want to fill the poolside with extra clientele when there are low bookings or last minute cancellations. The app is extremely easy to use and booking is a snap. The front desk is still a tad new to this booking method so it took a second at one hotel to get our wristbands for the day, but honestly a small incidental for a longer term payout. We had sudden bad weather on the day we booked our poolside visit at a local hotel. The customer service was 5 star at crediting us back so we could reschedule- book for a couple days later when the wind storm passed. I’m hooked!!! Now eager to try more local hotels/spas with this fun little app.

I had booked two cabanas, wanted to cancel just one. Seems normal, right? Well, I can’t find a way to do this on the app without cancelling the entire reservation. Nothing about it in the FAQs, but nowhere does it say you can’t make modifications, so I guess I just can’t figure it out. OK, let’s contact ResortPass. There’s no phone number, no live chat, not even a bot chat, only an email. I sent an email asking for help modifying my reservation (which again, nowhere does it say I can’t do this) the day before the cancellation cut off, asking for one of my cabanas to be cancelled. FOUR DAYS LATER, after the deadline to cancel has passed, I get a response telling me I cannot be refunded because I missed the deadline. I “missed the deadline” because YOU didn’t check your email (literally the only way to contact ResortPass). Are you serious? What else should I have done here?Don’t bother with this service. Book directly through the hotels instead, where an actual person will communicate with you, probably even within four days. They have absolutely no customer service at all, no information on the app, and will make that your fault.