I was making plans for our trip to visit and was looking into their luau first then make hotel reservations. The operator put me through to “customer service - Concierge”. The lady that answered seemed angry and rude and basically said if we didn’t have a reservation at the hotel, which I had not made yet, that we could not visit the luau. They aren’t the only Hotel in town and now I won’t stay there. Serious problem with Guest Services and not inviting at all and she seemed very angry for some reason.

Rude employees and Outdated. I don’t think i’ve ever paid so much to be treated like crap.. the place is a dump compared to the other countless other resorts I’ve stayed at on Maui. I don’t think i’ve ever felt so unwelcome. The pool employees are on another level of rude. We booked a cabana one day and then the next day we were sitting on the edge of the kiddie pool by the side of an empty cabana with our food and drinks bought at the pool restaurant and were yelled at by the pool manager for “squatting”. We were literally sitting on the side of the pool with our feet in the water by our toddlers playing in the cool. We had rooms bought tons of food and drinks booked spa treatments and yet we were treated like dirt from the valet to the pool.

Great resort for kids, prob the best in Maui. They just have so many pools and slides for all the kids, its great for the family. Its not a fairmont or four seasons in terms of quality at all, but good for kids. Mike at the pool was the best service for the cabanas. Cabana #21 is the best of all of them. David at the breakfast buffet was the best server! Now for the SPA, wowowowow!!! that is a 15/10. it just opened and its over the top. The coed steam room is over the top and i had the very best massage of my life from Christina. highly recommend!!! Lastly the villas options what we did is nice for a large family just across the way, but good value.

Don't expect 5-star luxury, rooms are very basic and the hotel has WAY too many rules. For example, they make you wear a wristband before you can visit the pool - and there are DOZENS of signs prohibiting backpacks and coolers when visiting the pool areas - pure greed, they want to squeeze every last $ 25 cocktail out of you....and the room service menu doesn't even offer real breakfast, just snack items...apparently they want to get you out of the room and spending money at the breakfast buffet (almost $ 60!) And speaking of greed, count on paying SIXTY-FIVE dollars per day for valet parking. They don't offer self-park, even though the parkade was clearly only about half-full. As for the service, you can't even order a bar snack at the min lobby bar until AFTER 5:00 PM! Go figure - a hotel resort this size and they don't even offer bar food during the afternoon?? The pool setup is great if you're a kid - a very impressive array of water slides, Tarzan swing, sandy beach kids' pool - but be prepared to share your day with lots of noisy kids, it's more a family resort than luxury travel... Bottom Line? Don't expect the luxury and service of a 5-star resort - and be prepared for the constant money-grab (even though you're already paying the large for the Grand Wailea room rates)

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.