I have been coming to this hotel since 1991 when it was first built and it was a Grand Hyatt. The original developer/owner Takashi lived in the hotel and could be seen strolling the grounds and saying hello to guest. It was magical. There was butler service in the Napua Tower with warm chocolate cookies being delivered to your room at the end of the day. The authentic Japanese restaurant was an experience, and the nightclub Tsunami downstairs was such a fun touch! The customer service was unlike anything else I have ever experienced. Walking in women would receive a floral lei, and men would receive a beaded lei. The waterfall in the front at Valet was a lovely touch and the perfect start to your experience. The pool was unlike anything else in the world! The floating logs to take you down the lazy river, the beautiful daily bright wristbands that would change daily.....and the most importantly the water elevator! Everything was perfection, from the grounds to the spa....the water and fresh fruit juice at checkin. Fast forward to May 2024. The waterfall as you pull in is dry, the leis as you walk in are gone, the fresh water and fruit juice at check in is gone, the water elevator does not work, and the fun daily bracelets in beautiful colors and holograms are gone! The grounds that were once impeccable have chain link fences blocking off areas, the spa has this awkward black fence around it......and the service is definitely not what it was. But what stands out for me is the interaction we had on the pool deck the first day we were here! Our children were at the pool late in the afternoon, the pool was dead, and after hours at the pool my daughter lost her pool bracelet due to it not being put on tight enough. Staff would not allow her to return to the pool, so I took her to the pool desk thinking no brainer they will of course give her a new one! The staff had acted like we sold the bracelet on the black market. They started sending staff in the pool to look for her bracelet. They didn't find it. They would not give us another and told us my daughter was no longer allowed at the pool. I thought this had to be a mistake! The pool was dead, we were alone, we didn't pull a fast one and give her bracelet away, it fell off! I asked to speak to management and they could not have been any more rude! I was truly shocked! How on earth are we paying $1,000 plus a night only for them to ban my daughter from the pool for the rest of the day? I mentioned to them how lose my bracelet was as well and how easy it was for one to fall out! They demanded I immediately have my bracelet removed and replaced. Honestly it was mind blowing! And set the tone for our vacation! My daughter was in tears! One of the pool staff members was so nice, he even radioed in how nice of a family we were he had seen us all day and we had bracelets on the whole time! It didn't work and he apologized profusely for how our family was made to feel. The grounds are still stunning the view breathtaking, but the hotel as a whole staff included is run down and not welcoming. When you are paying this kind of money nightly you can go almost anywhere. For us this trip was a eye opener and the customer service has been disappointing.

There was a beetle in my room Pillow cover was dirty Pool water was not clear and bad smell Pool towel was not soft and it was old Pool umbrella was dirty I orders 2 bottle of water at10:00pm but I Berber recieve it!!! I request for talk with manger of hotel for all these issue but they didn’t connect me to him and always said he is in a meeting

We love the Grand Wailea, especially appreciate the refurbished rooms, restaurants, and the re-opening of the Kilolani Spa. Last year we enjoyed a Ho'olei villa for our first adult family vacation and since our son moved to Kauai, we came to Maui first before visiting him for a few days to celebrate our anniversary. On arrival the reception offered us a great upgrade and we really enjoyed the Napua Tower. The lounge is exceptional for small bites around the day. GW has just about the best beach in Maui right in front of it where you can swim, lounge, or snorkel. Our daily ritual was to get up and take a long walk on the beach path, followed by finding a nice spot by the pools, then up to the tower lounge for a quick breakfast, followed by whatever the day brings. Service was exceptional this year from restaurants to pool service to the concierge and bellman. We really enjoyed the menu and the cool aquarium at our seats at the Humuhumunukunukuapuaa restaurant. Add to that the nice shops on site and there is plenty to do and you could just spend your entire vacation at the resort. But dont, there is plenty to do on island from hiking to beaches to shops and restaurants, and of course Haleakala.

Amazing, beautiful, friendly and I ate waaaay tooooo much! Sushi and drinks by one of the many pools will make the sun so sweet. No kiddos? Enjoy the Adult Only pool area or the swim up Grotto bar! You can't go wrong with this awesome location. We will be back, Lord willing.

Absolutely spectacular!! 5-star all the way! Rooms great, food great, and some of the most beautiful and pristine surrounding on this earth! Special shout-out to Miley in the Napua Lounge. My wife is celiac, and she insured my wife always had choices of tapas and small bites to eat. Miley is friendly, knows your name, and exudes hospitality in a beautiful and welcoming way...no pretentiousness at all. We love you Miley!! Also, HUGE shout-out to Kelly S. in concierge! She did some things that made our stay extra special for our 10th anniversary. Above and beyond, and tremendously appreciated on every level! Grand Wailea, you're expensive, but we WILL be back!!!