Communication was excellent and check-in was very easy. We had a ground floor room, which was what we needed, but I think the second floor would have a view of the bay. Our lanai had a hammock and lots of visiting birds. The room itself was thoughtfully appointed. When you enter the kitchenette was to the left with a microwave, coffee maker, electric cooktop and full-size refrigerator. All dishes and utensils that we needed were right there, along with complimentary coffee. To the right of the entry was the bathroom. The sink was in its own room with a closet (including hangers, iton, ironing board, lantern and first aid kit), behind another door was the commode and full-size shower. Past the kitchen and bathroom was a large space with a super comfy bed, night stands, and lamps on one wall, and TV, desk, and dresser along the opposite wall. There was a sliding glass door to the lanai. Also, not every place in Hawaii offers AC and this room did! It was really incredible after not having it at another location. Overall, responsive and helpful people communicated promptly with check-in and out instructions, room was everything we needed and the location was convenient and near beautiful Hilo Bay. I also highly recommend Old Saigon restaurant nearby!!