Never met Theresa but the staff we did meet were very helpful. Close to all the amenities-which was great. For the price, the room was fine. The hallways were not very well maintained. The bedding REALLY needs to be replaced as it looks very dirty. It is also very noisy so earplugs were a must. Otherwise the room has pretty much everything you need and if it doesn't the staff are quick to get it for you. We were rarely in our room as there is so much to do and explore in Waikiki and the surrounding area.