Like so many others, we arrived early. We are at the mercy of airline schedules. We arrived at the complex at 12 PM and when we asked about an early check in we were told the unit was not ready to come back a 3PM. There was absolutely no effort to accommodate us. Just no. I asked if there was another villa they could put us in and again the answer was no. The desk person said they would ask housekeeping to expedite the cleaning and that she would call us when the villa was available. That call never came. After being awake since 3 in the morning and sitting in a plane for five and one half hours, we drove around aimlessly wasting time, energy and gas until 3 o'clock.
When we finally got to the villa, we discovered we had a perfect view of a vacant lot covered with dead vegetation and a exposed sprinkler system. Not what we had asked for. I drove back to the front desk to ask for another villa. Believe it or not, another vacant villa miraculously was available. By this time we were so disgusted I didn't bother to ask why we couldn't have been assigned that villa three hours ago.
We now move into the villa. We open the door and there in the middle of the floor to greet us was a dead cock roach. The unit was filthy. Hand prints all over the front door. Stains on the sofa, which by the way was purchased from good will in the 70's. So dirty and out of date. And this unit was pawned off on us as a "gold" unit. We were both so exhausted we just wanted to relax and go the sleep. Since the air conditioner unit was placed directly outside our bedroom and was shared with the villa above us, it ran continuously. Continuously. Right outside our bedroom.
Move ahead one day. After killing two more cock roaches, I called the front desk to report the infestation. The desk person said they would send maintenance in the morning to spray. They never showed up.
We decided to try to have a meal in the villa. I went to load the dishwasher when we finished, only to find that the handle to open it was missing, as if to let us know we were not to use it. Now I need a drink. Lets move to the blender. It would not mix. I removed the glass pitcher to find that all the plastic latches on the drive were missing. So it doesn't work.
This is only day two of an eight day vacation.
Lets talk about bait and switch. When I booked this vacation, I booked through my primary airline. When I did the sort to find where we wanted to stay, prices were shown as daily rates. These are the rates used to compose the package price so we can compare prices with all the available accommodations. Now I get to the fine print. 25 dollars a day resort fee. For what? I read the list if things included and the only thing we used was parking. We don't spa. We don't golf. We don't wifi. They charged us to park at the villa's. Maid service. For a one bedroom, $50 a day. That buys you trash removal and fresh towels. 50 bucks. If you want fresh bedding and clean towels, now its 130 dollars a day. I'm a retired salesman and I traveled for my business for 15 years and in all that time, I have never seen the likes of this. Hidden fees, surcharges and anything else to hide the true cost of a stay. Pathetic.
When we finally got home, I was checking charges on our credit cards to insure accuracy. After the experience I had at Kapalua Villas, I had to be sure they didn't add more double secret fees. To my amazement, there was a credit equal to one days stay. Now, after the experience we had, I thought that was a stand up gesture. A token to show some good will. I called my wife to the computer to show her and she agreed that it was a nice gesture and because of that gesture, we moved on. Now, I check our accounts every day. Guess what? The very next day the credit was removed with no trace of its existence. So much for their gesture of good will. We read in the paper that the occupancy rate in Muai has never been higher. I guess when that many people come to the islands, you can treat then any way you wish and not be concerned with repeat business. But lets be very clear here. If this is future of travel to the Hawaiian Islands, I guess its finally time to try a different destination.
We have been coming to Maui for over 14 years. This was our first stay at Kapalua Villa and I can guarantee, it will be out last. My wife works for one of the largest high line retailers in the US. She was questioned by several of her fellow employees regarding our vacation at the Kapalua Villas. Gee, I wonder what she told them.
My tip to fellow vacationers. Stay somewhere else.
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.