Hana-Maui Resort

Use this for TripAdvisor. It keeps the complaint detailed, but still balanced enough to sound credible. I booked Hana Maui Resort expecting a premium resort experience, especially given the price point of roughly $1,200 per night. Unfortunately, the room itself did not come close to matching what I booked or what I would expect at that level. The main reason I booked this specific room was because it was advertised as having an uninterrupted ocean view. I wanted to watch the sunrise from the balcony with my family. When we arrived, the view was significantly obstructed by another bungalow. More than 30% of the ocean view was blocked, including the main vantage point for sunrise. In my opinion, that should not be advertised as an uninterrupted ocean view. I contacted the front office the same day and asked to be moved to a different room. I was told they could not move us until the next day. Since this was only a two night stay, and I was traveling with my wife and two young children, moving rooms the next day after already unpacking was not practical. So we were essentially stuck in a room that did not match the description I booked and paid for. The room also had several maintenance issues. There were areas of the ceiling that were peeling and visibly in disrepair. There was a persistent beeping sound coming from the bathroom that I reported, but it was never resolved. There also appeared to be mold on the windows and near the bed area, along with several other smaller issues that made the room feel poorly maintained. To be fair, the staff members we interacted with were polite, and the customer service was generally acceptable on a personal level. The issue was not that the staff was rude. The issue was that the room did not match the advertised view, the condition of the room was not acceptable for the price, and local management did not offer any meaningful resolution. I attempted to work this out directly with hotel management, but they refused to comp any portion of the stay beyond the parking fee. For a lower priced hotel, some of these issues might have been easier to overlook. But at this price point, and with the room being booked specifically for an advertised uninterrupted ocean view, this stay was disappointing. The property itself has a beautiful setting, but the room assignment, maintenance problems, and lack of meaningful compensation made the overall experience fall short of what I expected from a Hyatt resort.

I've lived on Maui since 1974 and had never stayed at the Hotel Hana (now the Hana-Maui Resort, after many incarnations over the years). For my birthday, I splurged on an oceanfront bungalow (I remember when the houses for the Hana Ranch workers were in that location and there were only the hotel rooms). It's a physically gorgeous place, and the local folks who work there (some of them 2nd. & 3rd. generation) are wonderful. However, what they don't tell you is how far away the bungalows are from anything (even the swimming pool), and that the beautiful restaurant/bar in the hotel, that I remembered fondly, is open only for breakfast these days. For lunch or dinner, you have to cross the main road, and go up a hill to the Hana Ranch Restaurant (which I remember as a takeout plate lunch place), which doesn't have the same ambience (but the same prices). Also, over the 4 days we were there, they could never get the room phone to work, which is the most efficient way to book a ride on one of the golf carts to go pretty much anywhere on the huge, hilly property. And there was no microwave oven in the room, only a refrigerator and coffee maker. Considering the distances involved from any food source, that would have been useful (I've stayed at $150/night hotels that provided them). The property is one-of-a-kind, but not worth the outrageous prices.

Old, falling apart, never upgraded resort. This is, at best, a 3 star hotel. Sad, because it has some of the best views in the world. Restaurant on-site has hit bottom -- only open for breakfast. One degree above Denny's. Staff is superb, is the only thing good I can say. You pay a ton of money, you get floors and furniture that belong in a Holiday Inn.

Hana Maui by Hyatt is pretty much the only show in Hana town. As we saw it, when there's no competition, there's no reason to upgrade the facility. Its very expensive for what it is. Room is huge, but not an efficient use of space. Very clean but tired. Staff is very attentive and friendly and helpful. Did I say its pretty much the only show in town. Not even a bar on the premises. Its across the street in the only sit down restaurant in town - owned by the resort. No big deal to walk there. Breakfast on premises is ok. Nothing special, but expensive. Good coffee though.

We have been lucky enough to be upgraded to a bungalow. Would I have known how nice they were, I would have booked that! We were there for only one night and I regret it. This hotel is so peaceful, so beautiful, it's heaven on hearth. And the service we received there was amazing.