We spent two nights at the Aston Maui Kaanapali Villas before moving on to a condo we had rented in Kihei. The condo wasn't available for the whole time we wanted it so I thought it would be a good opportunity to check out another part of the island. I made the reservation seven months in advance for an Ocean View suite for our family of two adults and two kids. When we entered the room we were at first very pleased to see we had a great ocean view, but quickly dismayed to discover there was only a single king bed in the suite plus a sectional sofa. I called the front desk and the person I talked to first tried to tell me there was a sofa bed in the room but then he realized that wasn't the case. Next he said he could send us up a couple of air beds for the kids. WTF? I told him I paid for a room with beds for four people and did not think air beds qualified. He made some comment like "bedding options cannot be guaranteed" then started clicking on the keyboard and told me he had another room available but the view was not nearly as nice as the one we had. He told us we could check out the other unit and decide which one we wanted.
The second room had two queen beds but as he had suggested, the view was not nearly as good. It was not facing the ocean but rather a side view with the ocean a long way in the distance. I would call this "partial ocean view" by my past experience but the hotel insisted these were considered ocean view rooms. We ended up deciding to stick with the first room and were told they would deliver cots rather than air beds. I had no idea where they were going to put these and soon found out the answer when we returned to our room and found the beds pretty much crammed into the living room, blocking access to the sliding glass door and turning the entire suite into an obstacle course. I have attached a picture of our living area with the cots they provided. And I will also note that these were the WORST cots I've ever been given in a hotel room. Just basically springs with a sheet over the top. My kids are young and not picky about where they sleep but they complained about how awful the cots were. Maybe I should have taken the air beds after all...
Nothing like a nice healthy dose of stress and frustration to start our vacation! Aside from this, I would rate our suite as "ok." The location of the hotel was good, with some decent snorkeling nearby. We had lunch at the Castaway Cafe both days we were there and both the food and service were very good. The kids really liked the pool and we had several really fun shuffleboard matches!
When it came time for checkout, I asked to speak to the manager, hoping I could get some sort of consideration for the issues we had with our room. The person at the front desk said the manager was in a meeting and I could either wait an hour or I could leave my cell phone number and someone would call me back later in the morning. I explained my issues to the person at the front desk and asked if there was anything she could do for me. She reiterated the comment made by the other guy when I checked in about not making any "bedding guarantees" but did offer to waive the $13/day facilities fee (which I didn't even know about when I checked in - but maybe I just failed to read the fine print...). I said I didn't consider this adequate and wanted the manager to call me. I left my cell phone number but never received a call.
Later I received an automated email message asking me to fill out a survey about my stay. I filled out the web form describing my dissatisfaction which resulted in an email response from their GM saying she was sorry to hear about my "challenges with our bedding options" and that she would be discussing my comments with their staff in an effort to improve their guest's experience... blah blah blah. So it appears that their party line is that when you reserve a room for a party of X, there is no guarantee that all X people can actually expect to have a bed to sleep in but rather this is considered "bedding options." I always thought "bedding" was things like sheets and pillow cases and blankets, rather than the beds themselves. But now that I know Aston's definition, I am not likely to stay there again and would suggest to others that you specifically inquire as to whether everyone in you party will have a bed to sleep in when you make your reservations.
- Also Known As:
- Aston Maui Kaanapali Villas Hotel
- Aston Maui Kaanapali Villas Hotel Lahaina
- Resortquest Maui Kaanapali Villas
- Aston Maui Kaanapali Hotel
- Kaanapali Villas
- Maui Kaanapali Villas
- Resortquest Kaanapali Villas
- Resortquest Maui
- Aston Maui Kaanapali Villas Lahaina
- Official Description (provided by the hotel):
- This may be Kaanapali's finest beachfront setting. Resting amid 11 acres of exotic tropical gardens in the heart of the Kaanapali Resort area, the resort has an on-site water activity center, two newly-renovated pool areas and a free shuttle to Kaanapali Resort area shopping and activities. The poolside cafe features island cuisine accompanied by an expansive wine list. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Expedia, Travelocity, Aston Hotels & Resorts, Hotels.com, Tingo, Priceline, Otel, BookIt.com, Venere, Agoda and Fareportal so you can book your Aston Maui Kaanapali Villas reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.