We arrived at this hotel after spending 5 days at the Grand Hyatt on Kuai, so we were expecting about the same. We couldn't have been more incorrect.
There was a jam at the parking entrance to the hotel, and my husband was told he had to stay with the car or they would have to valet park it.
After waiting in a long line with people asking all kinds of questions, I was finally to be waited on by an extremely rude associate. First of all she told me my husband had to be present because his name was listed on the front of our itinerary. I explained that he was told he had to wait with the car. Her solution, just valet park it and move it before midnight then we would only be charged for self park ($4 less, it was $6 less when the trip was booked, but they wouldn't honor that). I said are you kidding me? I had to wait in line for this? She then looked through the booklet our travel agent gave us, and said oh, there's your name; you can check in. She then rushed me through the process gave hasty instructions, and had the nerve to be annoyed when I asked for clarification.
Then we self parked, hauled our luggage to the partial ocean view room. It was dark, dingy, and you really had to crane your neck to see the ocean. The view we had was the roof of the building next to the luau, the golf course, and the main road. Then there was the inconsiderate slob smoking on the balcony in a NON SMOKING hotel. I was not happy, and called the front desk to complain. I asked if we could be moved to a room with a better view of the ocean and no smokers. First the woman asked if I knew where the smoke was coming from because that was illegal in Hawaii. I said I couldn't tell. She came back on the line and said another room would be an additional $120 a night, but because they didn't have a room with a king bed they would only charge us $60 per night. I said fine. We grabbed our bags trekked back down the elevator, and tried to find the lobby as there are absolutely no signs directing you anywhere! We wandered around through the dark, dank, 60's looking "shopping area" where the rug smelled like cat urine. Finally found the lobby and got our new room. The decor was still ugly, somewhat dirty 60's inspired, but the view was better. What wasn't better; the jerk smoking a cigar on the balcony. I thought the toilet backed up the one night until I opened the sliding doors to let the fresh ocean air in, and the odor hit me like a smack in the face. The beds in this hotel are very low to the floor, and for taller people not comfortable at all to get in and out of. I wish I had taken a picture. The sheers on the balcony window looked like they had never been cleaned, rug had stains, one phone did not work, dark wood was not dusted properly as you could see the dust gathered in all the corners. I looked up pictures of the rooms on the hotel website, and they do not represent at all what we had in our room.
You are only allowed one towel per person for the pool per day, I did however see others with 2 or 3 per person. You were given a card you had to turn in for 1 towel. When you returned the towel you were given your card back for the next time you need a towel.
The buffet breakfast was abysmal. The basics were there, but not very good. The waitstaff was practically non existant, and rude. One day we had staff walking between us and the next table leaning over to grab things instead of walking down two stairs and not disturbing diners. Our waitress even just reached up and handed us our bill instead of coming around and placing on the table. She even remarked I know I shouldn't do this, but... here you go.
No one in this Hotel is friendly. In Kauai we were acknowledged by every staffer we walked past with aloha, and a smile. No one even acknowledges you in this place.
They were trying to sell timeshare in the new building they are erecting. Yes there is construction right next to one wing of the hotel, so be careful of what rooms you book. We didn't have an issue with that. We went to a luau on Front Street where someone else staying there said if you go through the sales pitch you get $100 off your bill. My response was "with the lack of upkeep, and/or updating of the current building there is no way I would buy into anything there.
The final straw was our last day when we went to leave the self parking in the back of the building. We were just going shopping before we had to leave, and had not checked out. The car in front of us couldn't get his card to work and had to push the call button. He got out fairly quickly. We used our card, and it didn't work. The display told us to push the call button. It must have rang 6 times before some rude man answered. My husband explained our card didn't work like the guy in front of us and the gate wouldn't open. The moron on the other end said, yes, but did you use your card. We said yes we did. Then he said are you sure you used it? I said the display said to call you after 2 swipes that didn't work (you idiot). Ok then, you'll have to stop up front and have the card re keyed. We came back later, and guess what? It worked not only to let us in the gate, but to get in the room.
I would go back to Maui, but never stay at this hotel again. There are others in the same area that have to be better then this dump.
- Official Description (provided by the hotel):
- Situated on 40 oceanfront acres on Ka'anapali Beach, this AAA 4-Diamond award-winning resort is an authentic Hawaiian experience set in tropical paradise. Each of 806 guestrooms, including 31 renovated suites, affords Hawaiian elegance with private lanais and panoramic views. Amenities include oceanfront spa, 24-hour athletic club, half-acre pool with waterfalls and slides, golf, and tennis. Activities include Drums of the Pacific Lu'au, Tour of the Stars rooftop stargazing, cultural lessons, water sports, shopping on property and nearby, and wildlife tours with penguins, flamingos and more. World-class dining at Japengo, 'Umalu, Swan Court and Son’z—emphasize using locally grown ingredients to provide unique cuisine to suit every palate. ... more less
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- Also Known As:
- Hyatt Regency Maui Hotel Lahaina
- Hyatt Lahaina
- Hyatt Regency Maui Resort Spa
- Hyatt Regency Lahaina
- Hyatt Regency Maui Resort And Spa Lahaina