Our family stayed at the Kaanapali Royal in July and though we certainly didn't let it ruin our vacation it was not a very good experience. We booked through Hawaii Vacation Condos, Inc. (has some affiliation with Chasin' Rainbows). We made a specific request for wireless access as I have business I must conduct in a 5 hour stretch one day a week while away. The unit did not have wireless access so I had called right away to remedy the issue. I was told "I'm sorry" by Hawaii Vacation Condos and it was suggested perhaps I could use the coffee shop across the street. For the task at hand and a 5 hour slot that would be impractical. Further I was told they would see what could be done and call me back. After waiting a couple hours I called back and was told Linda had gone home for the day. The wireless internet issue was never resolved.
The unit was also missing keys other than the one in the lockbox and had a very strong mildewing/musty smell. Eventually I was led to Chasin' Rainbows and was told by them that they are older units and the smell is normal. Yikes! On the keys I was asked several times to search the unit and at one point it was implicated that it was our fault for not waiting until the right check in time of 3pm. I'm not sure what the connection of check in time and missing keys is but I do know it states on the confirmation sitting on my desk the check-in time is 2pm not 3pm.
After resolving ourselves to the smell, missing keys and internet and seemingly lack of concern by either Chaisin' Rainbows or Hawaii Vacation Condos, Inc. we decided to grill some shrimp and steak. After preparing the food I went to the grill and found it to be absolutely filthy. We gave the grill a good cleaning only to discover there was no propane. It took 2 days to get the propane tank filled. We tried the public grills by the pool but were in no mood to clean them as they were just as filthy as the one on our lanai.
After finding the keys missing I went up to the office to inquire if they knew anything about the keys. The staff member present was much more concerned about her MySpace page on her computer than any problem I might be having with keys. I had to return with my car information to get a parking pass and she stated she should have locked the door because it was past closing. Yikes!!
Finally, on our 3rd or 4th night we ate dinner and wanted to use the hot tub. The unit information book in our unit indicated the hot tub/pool area was open until 9:30pm. We wandered over at 9pm only to be told by the disinterested security guard the pool area closes at 9:00pm not 9:30pm. In and of itself not a big deal but on top of all the other issues and lack of attention to detail it was just one more nail in the coffin.
Service businesses can have problems and we understand that especially when we vacation and measure them not by whether there are problems but how those problems are handled and resolved. On this account Kaanapali Royal and the rental agencies failed miserably. Our only salvation is to hope we can save another vacationing family from a disappointing lodging experience at the Kaanapali Royal.
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- Also Known As:
- Kaanapali Royal Hotel Lahaina
- Kaanapali Royal Maui/Lahaina