Vacations for most of us are precious time. First off I should start by saying that the Hotel has a strict check in time of 4:00pm and a check out time of 10:00am and the front desk clerk made me aware I should have known that. It's even glued to the front desk as you check in. I couldn't see that from 2500 miles away! Make sure you time your flights to meet their times. If not, you will be stuck like I was sitting around while waiting for your room to become available. I asked for a phone call if we could get in any sooner and never did get a call. I finally went up to the front desk about ten minutes before 4:00pm and they said our room was now available. Really? We took the early flight to be able to enjoy our accomodations but ended up wasting an entire day waiting for a room. It takes 6 hours to clean a room? I expected to see new carpet and paint.
The hotel has a North and South entrance. It's a fifty fity chance you will be at the wrong tower when you arrive since you will not know your room number ahead of time. I made the mistake of unloading my luggage myself because I was not greated when I arrived. (No aloha) When a bell person finally did show up, I gave him my name and he told me I was at the North Tower. Frustrated already, I packed up my kids and luggage into my rental again and headed North.
I unloaded again only to find I was 6 hours too early to get into my room and realax. I just wanted to get out of my 48 state clothes and into my new shorts and shirt. The front desk person was very uninterested in accomodating us but did offer us a room back at the South tower with a wonderful view of the parking lot and main roadway. I offered to pay for an upgrade but they had nothing and offered nothing except keys to the locker area. Once they were done with us we stood back from the reception area in Shock and Awe like three deers in headlights. Not a sole come over to us except a kind bellman who pointed us in all the right drection finally. So the bellboys run the hotel. Must have been the GM's day off. I ended up opening up my bag in a out of the way hallway, pulling out some shorts, shirt and some flip flops and changing in a public restroom. They do offer a locker area around the pool but I didn't feel like hauling all our luggage down to the beach to do this. (Aloha again) I travel in my job for a living and this is the kind of treatment I get at the La Quinta Inn. I take that back they are more accomodating now that I think of it. Not what you would expect from a luxury hotel in a vacation destination.
There are four restaurants on the resort. Two of them outside that serve grill food and one does a dinner. Very overpriced! Fish and chips I think are $19. drinks are $10 and they are not great. Being in Hawaii I ordered a Mai Tai thinking this is where this drink originated from so it should be great. Wrong! It tasted like a petroleum bi-product. I sent it back and got a beer. Later I went to the other outdoor bar and grill and asked about the Mai Tai thinking it was just sub par bartender skills but the staff asked me if I was expecting real fruit juices in my drink. Ya! Staff informed me it was some pre-made crap that you get on an Alaska airlines flight for free. REALLY?
Costco is just past the airport as you head to any of the hotels. Make sure you stop there before you check in. Nothing is in walking distance of this hotel so you will need buckle up if you want anything off campus and who wants to drink and drive. There is a little shack accross the street that was actually really good if your in a pinch and are tired of the bar food and prices. The resort does offer BBQ's which everyone takes advantage of and I know why. They are clean and work well but who wants to cook or clean up after. Your on vacation!
These rooms double as time share space. In the room we got, it had a small kitchen. Once you try the food at some of the restaurants, you'll be glad you have one. It comes well stocked with all the small wares you will need but things like salt and pepper you will have to purchase on your own.
I made the mistake of getting into the hot tub. It smelled like a sewer and I got right out. With all the kids, I can only imagine why. The beach is really non-existant. Once you step in, It's a shear drop into the coral. Wear some kind of water shoe or fins because you will be cut to shreads and your children will be sucked out to sea. Great snorkling if your are an experienced swimmer/diver but definetely not for your four year old. Choose a hotel with more of a cove for water fun and be safe. I live by the ocean and I felt like I was in Huntington Beach and not Hawaii. If you want that Aloha experience I suggest anyone of any of the fine hotels on the island. This is a real lack luster hotel with swap meet jewelry just past reception.
It's been five years since my last vacation. My last stay was at the Grand Wailea.
The Wailea area has some of the nicest beaches and hotels. Shops and restaurants are in walking distance and they promote relaxation, good service, food, drinks, etc. all at resort pricing but if it's above average you don't mind paying it right? Your on vacation!
Last to watch out for is the concierge that doubles as a time share agent. There I was, no room, tired, frustrated, yet and they want to sell me time here. Are you kidding me! I finally agreed to a set time just so she'd stop asking me to look at there presentation but never made it. Gee, I wonder why? Am I really on vacation?
Maybe I have high standards when on vacation but who doesn't? I expect certain things to be right when on vacation in Hawaii. I don't think I have ever had an average experience while on vacation until now and I am being kind when I say average.
GM you need to get out a little more and see what's happening at other resorts. Your lack of attention to your operations really shows and it begins at your front door. Make sure you get out there and see what is going on with your vacation travelers. Not all of us know the ropes at your time share/resort. Guesing which entrance to come to is just wrong dont you think? No one to greet you once you arrive? Are you that short staffed that I have to unload my own bags? I had plenty of tip money.
Hard to get a room with a good view in this resort. I noticed that the developers have even built...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
March 29, 2013
Dear Frank S,
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Thank you very much for your review and for allowing us the opportunity to speak with you while you were here. Our Director of Front Office has also recently reached out to speak with you directly. While we cannot take back the occurences of your stay, we are truly disappointed that we did not meet your expectations. Please know that we have taken your comments into great consideration and have followed up with our teams to improve in the areas you specified. Thank you again for your feedback.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.