Grand Wailea, A Waldorf Astoria Resort

Truly, I don't know of a more idyllic setting for a hotel anywhere...ANYWHERE! The grounds are immaculate, the pools beyond comprehension, the lobby breathtaking, and the amenities endless. But, the service and the staff were what made this place our favorite vacation spot EVER!!! It starts with Chad, the Front Desk Supervisor. When an identity thief cancelled our reservation, stole our points, and ruined our plans about 2 months before our trip...Chad was, without exaggeration, a hero to us. He navigated through the red tape, validated the fraud, helped us restore our points, presented my wife with a balloon bouquet and chocolates for her birthday, booked us a new reservation, and even gave us a gorgeous, upgraded room on our arrival. We got to thank him personally, visit for a bit, give him a hug, and express our gratitude. The Waldorf family is blessed to have someone who cares deeply about customers, like Chad, representing them! Then Kelly in the Concierge department....was another awesome human that helped us. She communicated regularly, gave us a choice between different rooms, kept us up to date on the progress of what was happening, and always responded quickly to my anxiety-riddled questions and inquiries. She was patient, kind, and knowledgable. And a shout-out to Alanis at the poolside service....she was SO good!! The housekeeping staff and lounge staff were remarkable!! Our room was always pristine, and stocked abundantly with Aesop high-quality products. And the lounge staff on the 8th floor greeted us by name, and made sure my wife's gluten-allergic needs were safely navigated with caution and care. Every review needs to offer a constructive criticism, so here's my only one: The missing stair bannisters on some of the outdoor walkways need quick replacement for safety reasons. Elderly folks (we're getting close:-)) could struggle in navigating them. But dear LORD, we love this place!!! Typical Maui prices, but that's to be expected. You couldn't ask for more beauty in the landscaping, more safety in how things are run, more choices, or more comfort....you simply could NOT ask for more! THANK YOU CHAD, KELLY, ALANIS, SAI, and to everyone at Grand Wailea. You provide a level of service that is so good it's humbling. We CANNOT WAIT to visit again someday. God bless you all!!!

This hotel is in major need of major renovations. While they have updated the lobby and restaurants in recent years, the rooms and hallways are not to the Waldorf standard. We have stayed here multiple times and this last time will be our last until this actually is a luxury hotel experience for all guests, not just the insane suites for celebrities. It’s a resort with nothing included except beach and pools. Don’t get me wrong; those are lovely. But I don’t pay Waldorf prices to get mediocre services or accommodations. This was once a star in their portfolio, now - not so much.

Not the worst hotel I have ever been to, but possibly the most disappointing. After 21 years, my wife and I returned to this hotel with our children (14 and 11) and we had high expectations based on our honeymoon stay. This hotel is just not what it once was. The room was ok (even with the stained carpet) but the grounds are in a state of disrepair and the pool was a madhouse. The beach is nice but they charge you for chairs. My biggest gripe was the grounds. Non functional landscape lighting is a safety hazard. Additionally the garden area behind the chapel had numerous missing and or broken handrails. The rails had just rotted away and were never replaced. Some things are hard to fix, like tiles in the pool, but cleaning out spider webs from the hallway lights does not require closing parts of the hotel. It just shows a lack of attention. The staff seem to have given up on some areas of this hotel. All of the walkways were dirty and in need of a power washing. The pool was also a mess. Not enough chairs for everyone and an insane policy of taking personal belongings if they think you have been away from the chairs for two hours. The problem with that is how they track your attendance is completely inaccurate. We had been at the chair (but didn’t push the seat back into place) and they took that as a sign we were not at the chair. So they took our belongings. No note. And a manager was supposed to call me regarding the situation but never did. The valet was a disaster. They screwed up our rental return and were charging us overnight fees. The food was extremely expensive but that’s par for the course in Hawaii. The free rental bikes were just all broken and the shuttle service was not offered sometimes. You get two water bottles and are expected to refill at several stations throughout the hotel. The breakfast buffet was pretty fantastic when we visited on our honeymoon. Now it’s pretty basic without any real exotic fruits and long lines for omelets. We will not return. We had a great time in Maui, when we left the hotel.

Amazing Stay We had an absolutely amazing three-night stay at the Waldorf Astoria. We loved everything about the property, from the beautiful room and incredible food to the pool and overall atmosphere. A very special shout-out to Rena at the front desk. She truly went above and beyond to make our stay incredible. She is an exceptional employee and deserves to be recognized for the care and genuine kindness she showed us. It was clear that she truly cared about making sure we had a wonderful experience. Rena made our trip that much more enjoyable, and we are so grateful for everything she did. Thank you, Rena, for making our stay so special. We can’t wait to come back!

I am shocked this is a Waldorf property. You are treated like a number here plain and simple. They do not care about you unless you are quadruple status or have been coming back for years. 1) they nickel and dimed you for everything. I went to ask where if I could sit at a beach chair (as they had umbrellas)…it was 120 for the day. - family of five told me they only received two waters for their family of five and would be charged for the other three. The room slept 5…. There are so many cabanas sitting empty while not enough beach chairs. 2) insufficient umbrellas - in the adult pool area there were not even close to the right number of umbrellas. The hotel said it was weather related (however there were some that wet there). One guest mentioned it’s been like that for years now and she brings her own chair shade every year that has a clip attachment (that is not normal…) 3) zip tied chairs…enough said (and I don’t want to hear it’s due to the weather/wind…I was there during the end of a hurricane/tropical storm. It was fine. They just want everyone to buy cabana spaces. 4) valet/bellhop - 80 dollars a day for valet and one didn’t hand us the keys until we tipped him. We waited 20+ minutes for our car each night and said we had to give the ticket in person. We found out there is a number to call but they don’t like Giving it out to everyone. Did not ask us if we wanted help when we arrived at the hotel…but there was a bellhop holding a sand castle mold for a family (just standing there) 5) check in - they stated our room would not be ready until check in time (understand we arrived at 10 and check in was 4 pm) and we would get a text saying it was ready. At 330 I decide to walk by the desk and just see if our room is ready. “Yes it’s been ready”. We did not get the text. How were they to know. Minimal (but again for the price) - they have an amazing bath but no soap, bubble bath or salts. I went to the spa and bought salts for it. Need to keep up with the cleanliness of pool bathroom. Positive - grounds were beautiful. Workout class on beach was great! Bed / pillows comfy. Slides were fun (even as an adult). Restaurant staff (for multiple restaurants) very nice. My bf went here with his family many years ago but it seems to have gone downhill.