Andaz Maui at Wailea Resort

Beautiful property and even though a large hotel, it rarely seemed busy. The breakfast buffet is the best I've had anywhere at any price. There's plenty to do there and the beach, pool area and grounds are great. We took the free outdoor yoga classes daily - what a lovely experience.

Hoping this review saves someone from booking what was probably the worst hotel I've ever stayed at. The fact that this place is over $1,000 a night is laughable. Especially in Wailea, which is supposed to be one of the most luxurious spots on the island. We were told that early 12 pm check in was set, and when we got there they acted like they'd never said that, although there was a note on our booking. I had even called in advance several times to ensure that the room would be ready, as we were celebrating a birthday and wanted to ensure everything would go smoothly. Upon arrival they said that they'd "never guaranteed that" and that early check in was contingent on if the room was ready. They essentially told us to wait in some random room in the basement area that was shared with a bunch of parties who were also told of early check in. They said they'd text us when our room was ready, and we never received a text. When we came to the front at 4 pm (yes we had to wait 4 hours), they told us the room was finally ready and that the text must not have gone through because we'd already checked in at the front, which makes a absolutely no sense. They left our stuff outside unattended after letting us know that they'd unload our car and hold it until they could take it up to the room. This included a laptop, birthday gifts, and chocolates that were melted in the heat. The workers at the front desk were extremely rude and snotty to us as well. When we finally got our room, they took 36 minutes to come with our bag, making us miss our reservation for early dinner. While they were dropping off our luggage, the attendant gave us a box of groceries , I immediately told him that we did not order any groceries, but he said that this was for our room and I asked if this was maybe some sort of apology present and he just proceeded to give us the large box of stuff and we're like OK and then two hours later they're knocking on our door and calling asking for the box back saying it was meant for another guest, which we then of course gave back. The room they gave us was small, old, and right outside the pool, with no privacy whatsoever. The door man even told us it was one of the worst rooms on the property. We ended up calling the manager and canceling our reservation and leaving first thing the next morning. The hotel staff asked numerous times which hotel we were going to which was very strange as well. I've been to Maui a dozen times now, and the Andaz was BY FAR the worst hotel experience.

Property is very beautiful and feels upscale however the service is very lacking. Upon arrival, valet unloaded our luggage. We checked in and were told our luggage would be delivered to our room shortly. After 2 hours I went to check with valet/bell about our luggage. They said they would deliver it right away. An hour later, I went outside again and our luggage still sat on their cart beside the curb. We decided this is ridiculous and we would just get it ourselves. Was told we were not allowed to use the cart and had to carry or luggage. Meanwhile several workers just stood around laughing and talking instead of doing their jobs! Waited for 3 hours just to get or luggage ourselves!

The hotel itself is beautiful, with stunning grounds and a great location. Unfortunately, our experience was overshadowed by poor customer service and an unacceptable check-in process. We arrived before noon and spent the afternoon by the pool waiting for our room. Around 4:00 PM, I received a text message stating that our room was ready, so I went to the front desk. A staff member named Chai told me that, as a Guest of Honor, she could upgrade us to a partial ocean view room. However, instead of the two queen beds we had reserved, the upgraded room had one king bed and a rollaway bed, and we would still have to wait until 6:00 PM to check in. I agreed to the upgrade on one condition—that we would first see whether the rollaway bed was comfortable enough for our third adult guest. We finally received our room keys at 6:00 PM, only to discover that the rollaway bed had not even been delivered. After calling housekeeping, we waited another one to two hours before a worn, unstable rollaway bed with dusty bedding finally arrived. The room itself was extremely small, and once the rollaway bed was added, there was barely any space left for our luggage or even to walk around comfortably. I immediately returned to the front desk and requested to switch back to the standard room with the two queen beds that we had originally booked, even if it meant giving up the partial ocean view. Chai refused, saying that because I had accepted the upgrade, she could not switch us back. She then called the front desk manager, Ashley. Instead of helping resolve the situation, Ashley was rude and confrontational. She repeatedly blamed me for accepting the upgrade, even though I had clearly agreed only on the condition that the rollaway bed would be suitable. After nearly 30 minutes of discussion, she finally agreed to move us to the correct room—but only the following day. She insisted that we check out by 11:00 AM and wait until after 4:00 PM to check into the new room. This was completely unreasonable. We already had early morning activities scheduled for the next day, and expecting us to spend five hours without a room would have forced us to lose a significant portion of our second day at the hotel because of a mistake that was not ours. What disappointed me the most was the attitude of both Chai and Ashley. They spoke loudly, showed little respect, and seemed more interested in shifting responsibility than finding a reasonable solution. As a Guest of Honor, I expected better treatment—not special treatment, but basic courtesy, professionalism, and a genuine effort to resolve the issue. The hotel itself is beautiful, but our first day was completely ruined by poor communication, an inadequate room arrangement, and disappointing customer service. I hope management will address these issues so future guests do not have a similar experience.

Top notch friendly professionalism of customer service. Would definitely be staying there in the future. Glad to have chosen my first stay in Wailea side of Maui.