My wife and I stayed at the Kaanapali Shores from May 6 to May 16, 2012 to celebrate our "babymoon." Initally we were in a studio condo which was compact yet functional. As most hotel/condos go, style is subjective so even though our travel companions stated that the decor was "dated" and "old," my wife and I really didn't mind. Also, when we made our reservation we mentioned the purpose of the trip and we were pleasantly surprised to find a bottle of champagne with a congratulatory note in our room the next day after the first maid service. Granted, an alcoholic beverage for a pregnant lady isn't the best gift, but then again, not everyone knows what a babymoon is. Regardless, it was a very nice touch.
The pools were well maintained and were not overly crowded while we were there with plenty of chairs available. Of course, one doesn't go to Maui without going to dip their toes in the ocean, so thankfully beach access if fairly convenient being just in front of the resort. Although relatively narrow in spots, it is functional. Just be forewarned that there are rocks as mentioned in other reviews, but not the extent that would impact your enjoyment of the ocean/beach. There are tennis courts, shuffle board and pickleball courts available with no charge for the equipment. As well, a BBQ area with 3 seperate units is available for those who want to grill. A word about the BBQ area though, it smelled like garbage from time-to-time (out of 6 BBQs we did, we experienced the smell twice), likely due to a nearby, yet unseen dumpster and/or garbage area.
Things to be aware of are the extra fees that are mandatory (amenities fee of $10 at the time of our stay) and optional (parking @ $9 per day and gym for various costs depending on day access or weekly access). The onsite restaurant, the Beach House (?), was not to our liking and the food we were served was not very good at either breakfast or lunch. We obviously didn't want to press our luck with dinner.
Now to the point about customer service. On our eighth day, we discovered a number of small bugs in/on our food we had left in the condo kitchen. Upon investigation, we found that a large number were emanating from two small holes along the baseboard in the kitchen. Although I had noted a few of the same bugs throughout the first part of our stay I had attributed them to the tropical locale and accepted that there would be some insect activity generally speaking. What we saw on that 8th night would not be considered typical by most (in my opinion) and my wife was entirely creeped out and demanded we move. She was further agitated that we had to discard a large amount of food we had purchased for our stay due to the bugs being physically in the containers. We notified the front desk and they addressed our concerns by moving us to a 1-bedroom condo on the other side of the complex and sending the security guard to help us move our belongings and refrigerator contents that same night. To compensate for the discarded food and the trouble of moving us, the amenity and parking fees were removed from our final invoice, which we felt was reasonable and appropriate. Overall, the way the situation was handled, although annoying at the time, made us feel that customer satisfaction is important to this resort. In the end we would likely stay at the Aston Kaanapali Shores again, but would probably do a more vigorous search for bug portals in whatever condo we end up in.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
24 May 2012
We were pleased to read that these visitors had a positive vacation experience overall during their stay and that our response to their needs successfully imparted how seriously we take customer service. We do have a professional, nationally recognized pest control company contracted to respond to any pest control needs that arise (it is the tropics) and called them in as soon as we settled our guests in their new location. Though rare, we do have an issue from time to time and when such a situation does arise, we apologize, respond quickly and effectively and make it right.
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We thank these visitors for sharing their feedback and look forward to seeing them back on a future visit. Aloha....
This response is the subjective opinion of the management representative and not of TripAdvisor LLC