First of all a Tip to everyone. Sign up ahead of time for the "Preferred Hotels" membership, which is free and they will upgrade you from a normal room to a "Sea Cottage". Usually a $50/night upgrade. Ok, now to the bad. Travaasa is one of the only full service hotels in the Hana area. If you want to do the drive to Hana and not drive back the same day, you need to stay in Hana, which is why we decided to stay here. I made my reservations using Travelocity, because they offered a $125 one-time credit, broken into $25 food, $50 activities and $50 spa. At check-in they said they had no record of any credit from Travelocity, but they would leave a note and the morning employees would check on it and let us know. We got to our cottage, which required a 5-minute golf cart ride from the lobby where the restaurant and all services are. Even with the lights all on, the room was dark. Then we started seeing bugs, including roaches. I called the front desk, they sent a maintenance guy over who saw the roach (luckily I killed it as proof) and he recommended we change rooms. We then took another golf cart ride to another cottage, which also was very dark, but we didn't see any bugs, right away so thought it was okay. Throughout our 2 night stay, I must have killed over 10 bugs inside the cottage. In the morning I went to the front desk to inquire about the Travelocity credit and of course no note was left from the previous employee and they had no idea what I was talking about. They had me call Travelocity from my cell phone while at the front desk and try to get it figured out. After over 30 minutes on the phone with Travelocity, they tell me that Travaasa should have been aware of the credits and they called Travaasa to ensure I would receieve them. After wasting over 30 minutes of my time on my phone, I didn't get a sorry from Travaasa for not knowing about the credit or any sympathy at all. It was basically a figure it out yourself situation, with no help from front desk. Travelocity charges taxes and fees as part of their transaction, so I was shocked to see that Travaasa also charges $75/night for additional resort fees. Keep in mind that I already paid $530/night on Travelocity, now I"m paying an additional $75/night......for what??? Basically they know you have no other options in Hana and they gouge you because you can. The sea cottage upgrade ended up being a downgrade, because of the long walk from the cottage to the lobby where the restaurant and all services are. Not only is it a long walk, but you have to have a key card and go thru a small car gate each way. It would have been much more convenient to stay in the regular rooms, which are located in the same lobby coampus,versus the cottages are across the street and a ways away. Also, the sea cottages are in a secluded area and each cottage is a large distance away from each other. While this is good for privacy, the fact that it's so secluded made my wife uncomfortable in terms of safety and security. If you scream, will anyone hear it? I won't even get into the horrible restaurant as others have mentioned. Just review TripAdvisor and Yelp and you'll find the Thai place nearby which is amazing food at amazing prices just outside Travaasa. Worst Experience and Paid Alot for it!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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I am sorry to hear that our property did not meet your expectations. As you can see from the hundreds of positive reviews we strongly feel that we offer a unique boutique hotel experience at a great value. I have personally spoken to hundreds of delighted guests that commented very favorably on our amenities, the beautiful setting and warm service of our staff. Although we were not able to meet your standards during your visit we truly hope that you enjoyed your vacation and visit to the beautiful island of Maui.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.