Fairmont Kea Lani Maui

1. Impersonal service. Hard to reach a human being. The phones in your room are all answered by AI. It’s super frustrating. When you call into the hotel from the outside, the lines are also answered by AI and you have to sit and listen to several repeated prompts. It’s maddening. 2. Limited dining menus. Whether it’s room service or at one of the restaurants, they strive to have as few items/choices on the menu as possible, making you feel like you will get sick of these food choices after two days. 3. Cheap uncomfortable furniture on the decks. Overall, sterile vibe on the balconies, which is unfortunate since you want to spend a significant portion of time there 4. Poor selection at gift stores. In the book section of one of the stores, they only offered six books as one example. This is where the four seasons shine by comparison. 5. The quality of the staff is hit or miss. And when it’s a miss, it’s really bad. 6. The Concierge team is not great and makes you wait excessively long times to fulfill your requests. If you phone down a request to them, they will set your task aside and just continue to help people in front of them who are in line without telling you about the delay. It’s super frustrating. 7. There are no managers who greet you or say hello or who seem to be around. 8. They have no tennis and no Pickleball courts and no access to any Pickleball courts! Boooooo 9. Both times I’ve been here. There’s been absolutely zero water in the rooms and they make you go hunt for your water and walk to far away places to fill your water at filling stations that are sometimes out of order. 10. Nothing in the mini bars. No drinks. No water. No snacks. Really doesn’t feel like a five star hotel when basic amenities and basic service are missing.

The hotel has beautiful views but certain younger female staff were very unfriendly, room accommodations were very horrible, we waited 4 hours for an early check-in reservation, that was clear could be accommodated but was not on a Wednesday check-in, first note if you book “Mountain View “ they will give you a view of a parking lot and some trees, my sister who booked a direct ocean view got a partial ocean view then later we saw my families room was infested with gnats. They ran across the ceiling over their beds from the left all the way to the ride side of the double beds, while staff wanted to spray something and try to vacuumed, problem was this was over the bed directly!!! we requested them moved and while my family is all on one side of the hotel they moved My 75 y/o father to the other side, bring bug spray and apple cider vinegar you will need it if you do stay here. the food at the hotel is lacking, they have an overpriced market place that is under staffed serving pizza and sandwiches and ice cream. Food at the pools is not served until 11am at which point all of the families and people by the pool are ready to order, waiting in a long line to order while seated, we booked a cabana one day barely got checked on 3x in an. 8 hour period you will be flagging people down for drinks, one day we asked for a pool side pineapple and they ran out by 2 pm. There is no music by the pools so be prepared to bring your own speaker or enjoy silence, Ko is the only place with ok food which also seems to handle poolside service. We noticed most people staying here always left the property because it had no activities other than feeding the koy fish. Dinner is when most people left this property to eat elsewhere , other locations like monkeypod, and carrreras have great food and is close distance to the hotel, a plus is they offer 24 hour shuttle service to locations within 3 miles of the hotel. The shops which are also close with better food options are nearby but who wanted to leave the hotel every time for lunch n dinner. Breakfast buffet is the only best option here as they offer fresh fruit and freshly prepared items at your fingertips

We enjoyed an afternoon Resort Pass and would love to return as a guest! The grounds and beach are fantastic!

Spent two weeks at this resort and got a pretty good sense for how things run and will offer the following thoughts: * The property has a "wow" factor. Overall beautiful grounds with a strong island vibe. Evidence of ongoing maintenance and cleanliness. Fairly quiet and serene for a good-sized property with some large business/group meetings taking place. *Staff overall very professional, helpful and friendly. Special kudos to Nacho in Valet and Tami at front desk for going the extra mile to satisfy guests. * Food--Ko was solid and Nick's excellent. Room service also did nice job and met time commitments. The pool bar was ok but the prices were high even by Maui standards, $32 for a hamburger. There is a market on lowest level with very limited offerings. Had some breakfast items a few times and was underwhelmed. * Shuttle car--we used this a few times to go out to dinner and nearby places and it worked very well. Little or no waiting. * Location--close to many dining and shopping option. Nice beach as well. *Pools-on surface looked good. Most of our pool time was at the large adult pool. However, getting a chair/umbrella was difficult. Had to contest with selfish people going out and claiming space at dawn. There is some signage asking guests to be considerate, but it was mostly ignored and it's difficult for pool attendant to track. Also, lot of space is taken up by rental cabanas which go for $400 plus a day and were not getting a whole lot of use. Another pool problem was the abundance of annoying flies around the pool and the lawn behind the pool. I get it's outside and mother nature, but in addition there were gnats all over and had some bugs on my lanai. Made me wonder how robust the hotel's pest control efforts were. * Suites--ours was fantastic. Great ocean views, spacious, huge lanai and many nice and modern touches. The public space was also excellent. Lots of seating, nooks and crannies to read a book and again just a wow! * Fitness room was satisfactory but kept quite cool. Parking--self-parking very close by up a slight hill, a minute or two from lobby. But the parking spaces are narrow and below commercial real estate standards. Just about any SUV or Jeep were parked over the lines and in effect taking up two spots. So not perfect, but overall, very good and compared well with other nearby hotels which we stopped into for dinner. I would return if staying in Wailea,

Beautiful hotel in a great location! It was our first trip to Maui & Fairmont delivered! Staff was attentive, food/drinks excellent, property is dreamy and clean- we would definitely go back! One thing to note, if I had to give it one con-there is no beach service but I believe this is because all beaches are public and alcohol isn’t allowed. Kind of a bummer for my husband and I but the lawn area and pools have service.If you get a chance visit Chris at the bar, nicest individual and great at what he does-you won’t be disappointed:)