We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Greedy Policies and Bad Customer Service”

Best prices for -
Check In dd/mm/yyyy Check Out dd/mm/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 13 more sites!
Napili Kai Beach Resort
Ranked #8 of 32 Hotels in Lahaina
Certificate of Excellence
Reviewed 17 January 2008

Napili Kai has a policy of making no refunds over the holidays. I think this is reasonable except that they make no exceptions, even when they are able to rent the room back out - even if you call just 24 hours after making the reservation to cancel it.

We booked two rooms at Christmas, calling just 2 days before we wanted to stay there. The next day we realized our parents couldn't make it so we cancelled one of the rooms. They told us it was non-refundable meaning we were out approximately $1,500.

The bad part was at check-in time our room wasn't ready. We asked to use the other room (that we were paying for) and they said they had rented it out to someone else. The clerk at the desk said we should ask reservations about getting a refund. I kept calling them and got transferred to voice-mail with no return call until my third message. They still wouldn't give me an answer and promised to call the following week. Still no call until two weeks later when they just said "no", with no apology. I told them I thought the policy was unfair and that we probably wouldn't come back. The office manager just made an annoying "uh huuuuh" sound, and that was it.

We won't go back and would recommend you go somewhere else, too. Their policy comes off as greedy, and their customer service was slow, unresponsive and unapologetic.

Stayed: December 2007
15  Thank soniagabrielson
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Write a Review
Reviews (876)
There are newer reviews for Napili Kai Beach Resort
See the most recent reviews
Traveller rating
Traveller type
Time of year
Language

730 - 736 of 876 reviews

Reviewed 15 January 2008

The Napili Kai is a wonderful little hotel. The location and architecture are the draw here. The beach is absolutely superb, on it's own small bay. You really fell as if you are on your own private little section of the island. The hotel is very quaint , with traditional Polynesian architecture on the outside and is quite nice, but nothing fancy, on the inside. The pool is nothing special, but that's not why we were there. Overall, a great find for a reasonable price on Maui.

Stayed: January 2004
3  Thank EverBuck99
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 1 January 2008

My husband and I spent the first 5 days of our honeymoon here. We booked an ocean view room, but when we checked in we found out it was not air conditioned. They were able to upgrade us to another room for an additional $33 a night. Make sure you select an air conditioned room, you may not need it every day but when you need it, you REALLY need it! The new room had a full kitchen, it was huge, actually meant for a family. It was considered a garden view room but we did have a view of the ocean. The decor is dated but the room was nice and very clean. The bathroom had a fantastic shower and a garden jacuzzi tub. The hotel grounds were incredibly beautiful. I can't say enough about them, wonderfully kept. The staff was very nice. They have equipment for snorkeling you can rent for free and there is a lovely beach with a coral reef to snorkel around. One of the guests spotted a sea turtle right near the beach. The hotel restaurant was surprisingly great with a fantastic view open to the beach. The hotel is about 12 minutes down from the main area in Lahaina by car, about 40 minutes from the airport. Overall I would stay there again, but be aware it is not a high luxury fancy resort. Its a very nice place, and a good value.

  • Stayed: November 2007, travelled as a couple
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
8  Thank xat114
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 1 January 2008

My teenage daughter (17) and I spent 10 days at this resort. We looked at many other places online before choosing Napili Kai with the help of an experienced travel agent. We have been to Kona Village 3 times, loved it, but wanted a different experience. We selected Napili Kai because it was a low rise, making it accessible to the beach, the property was far enough away to relax, but close enough to Lahaina to take trips and shop. We rented a convertible, stopped at Costco (across from the airport) for salmon and pineapple and headed to the condo. Napili Kai is a well established place, with lots of history and well managed. The place has soul. We took a fixed wing flight over Maui and the Big Island (a mistake -- we should have taken the cheaper helicopter flight) and took a snorkeling tour looking for dolphins (also a mistake -- we should have just gone north of our hotel to one of the inlets....it seems the dolphins have a regular tour schedule!). We also biked down Haleakala Crater which was a great experience. Our travel agent recommended this hotel after careful checking; it was well worth it. The overall stay was reasonable since we ate most of our meals "at home." We both really loved the place.

  • Stayed: June 2007, travelled with family
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
7  Thank Nancina49
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 31 December 2007

Stayed at Napali Resort Dec 3-8th. Came home early because of the horrible weather. The resort happened to be fumigating the Sea House Restaurant and one of the bldgs while we were there. Our room looked towards the bay, over the roof of the restaurant. The tarp was blowing in the wind all night and we had trouble sleeping. When the restaurant finally opened 3 days after we got there, we smelled bacon starting at 6:30 a.m. Yuk!!! So, if you go, don't stay down wind from the restaurant.

The resort if very nice, rooms are clean and the workers are all pleasant. Liked the cooler/ice provided during our stay. Can't say anything about the ocean cuz we didn't even get to put our toes in it!!!!!! They should offer free internet in the lobby.

We went to the Slack Key Concert held on the beautiful grounds and it was great. We happened to see Ledward Kaapana with musical guest Mike Kaawa. Great personalities. Fun evening.

Went up to the Pineapple Grill 3 times for dinner/drinks. Nice place and really close to the resort.

I would stay again, but in another building and on the 2nd floor.

  • Stayed: December 2007, travelled as a couple
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
4  Thank Pam T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 21 December 2007

We spent 5 nights at the Napili Kai during one of the worst storms in recent history. However, we still had a very relaxing and enjoyable time because our Oceanview studio was very comfortable and clean, and the grounds were beautiful.

We liked the free pineapple served at morning coffee (saved us the mess of cutting up an entire pineapple). The location was excellent since one could snorkle at either Napili Bay or Kapalua Bay next door. Because of the storm, Napili Bay was brown and not swimmable, and Kapalua was closed unfortunately. We encountered a maximum of 10 people at any one time except during the Mai Tai night, so this is a very quiet resort.

The only unpleasant surprise was the invasion of tiny ants into an open cereal box left in the cupboard. I recommend storing all food in the full sized fridge in the room. The hot tub could also have been hotter.

  • Stayed: December 2007
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
5  Thank Slowdriver
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 6 December 2007

My partner and I stayed at Napili Kai for a way-too-short stay from December 3rd to December 5th. We just got back yesterday and we miss it already despite the torrential downpours that dogged our visit. The property is very well maintained and the view from our 2nd floor ocean view studio was magnificent.

Our room was #326 in the Lani II unit. The king bed was very comfy and felt similar to Hilton's Sweet Dreams Bed or Westin's Heavenly Bed. The full kitchen was absolutely fantastic -- especially due to the temporary closure of the Sea House restaurant for refurbishing. No matter, we only made breakfast in the room once and ate out for all the other meals. The huge bathroom with marble accents was very nice. I loved the Shoji sliding screen doors from the lanai which gave the room a very elegant pan-Pacific look and feel. The rooms have no air conditioning but utilize a combination of Hampton Bay ceiling fans, open and closeable shutters and the Shoji to keep the room comfortable. The feel of the ocean air blowing into the room in the evening was so peaceful and relaxing.

The beach was beautiful and had that private feel you don't find at many beach resorts. In the nightstand you'll find a small book you can take home with you which details the history of the Napili Kai. It's very interesting and will give you an informed perspective and respect for the property as you stroll its grounds and play in the surf.

My one complaint which I believe has been mentioned by other reviewers is there is no lobby or beach bar. It kind of dampens the laid-back, beach resort experience when you can't order a Piña Colada, Mai Tai or Blue Hawaiian while basking in the sun. All you get are these signs: NO LIQUOR ON BEACH or something like that. Still, guests strolled the beach in the evening sipping wine or champagne and seemed to be left alone by employees and security.

I plan on returning to Maui again one day and will try to stop by Napili Kai for a couple nights. Hopefully next time we won't experience the freak mini-typhoon we did yesterday :)

Aloha!

  • Stayed: December 2007, travelled as a couple
    • Value
    • Location
    • Check-in / front desk
    • Rooms
    • Cleanliness
    • Service
    • Business service (e.g., internet access)
5  Thank HollywoodTravelAgent
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hotels you might also like...
Also consider these accommodations in or near Lahaina
0.3 mi away
Montage Kapalua Bay
Montage Kapalua Bay
#1 of 32 in Lahaina
484 reviews
4.4 mi away
The Westin Kaanapali Ocean Resort Villas
6.1 mi away
Hyatt Regency Maui Resort and Spa
Show Prices
Show Prices
Show Prices
25.8 mi away
Wailea Beach Resort – Marriott, Maui
4.8 mi away
Royal Lahaina Resort
Royal Lahaina Resort
#19 of 32 in Lahaina
4,066 reviews
25.5 mi away
Andaz Maui At Wailea
Show Prices
Show Prices
Show Prices

Been to Napili Kai Beach Resort? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Napili Kai Beach Resort

Address: 5900 Lower Honoapiilani Rd, Lahaina, Maui, HI 96761-9094
Region: United States > Hawaii > Maui > Lahaina
Amenities:
Bar / Lounge Beach Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Restaurant Spa Swimming Pool Wheelchair access
Hotel Style:
#2 Top resorts Hotel in Lahaina
#2 Romantic Hotel in Lahaina
#4 Family Hotel in Lahaina
#6 Spa Hotel in Lahaina
#8 On the Beach Hotel in Lahaina
Price Range: £251 - £624 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Napili Kai Beach Resort 3.5*
Number of rooms: 162
Official Description (provided by the hotel):
Plantation-style Resort on secluded beach; 3 miles from Kapalua-West Maui Arpt; 9 mi from Lahaina & 36 mi from Kahului Airport. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Travel Republic (UK), Booking.com, Expedia, Hotels.com, TripOnline SA, Agoda, Evoline ltd, Cancelon, HotelQuickly, Ebookers, 5viajes2012 S.L. and getaroom.com so you can book your Napili Kai Beach Resort reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
Also Known As:
Napili Kai Beach Hotel Lahaina
Napili Kai Beach Lahaina
Napili Kai Beach Resort Maui/Lahaina

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing