I am writing this review as we are still on vacation at the Noelani in #106. This condo really needs some upgrading. The chairs at the table are SO bad you can't lean back because they are so broken down you feel like you are going all the way backwards! The couch is really dated and the pull out sleeper is extremely uncomfortable and they didn't even provide sheets for it! The chair in the living room is really uncomfortable also. THEN, there was no remote for the TV in the living room, the one for the stereo is grossly sticky, and the one in the bedroom........the batteries are SCOTCH TAPED into remote! The cover is gone.
First off, I agree that the location could not be better. Right smack on the water with an amazing view and Hawaiian green sea turtles every day to enjoy. BUT we have been bitten by bugs since the first night in this condo! We wake up with big red welts and itchy. I went to the office and spoke the manager about it, and she was EXTREMELY rude about it and said "what do you want me to do about it"? WHAT!!!! She said she could move us to another room for a night but we would have to move back the following day. What good would that do? I have NEVER been treated SO poorly by any staff much less a manager of a resort! Needless to say we are still in the room and still getting chewed!!!! Secondly, we are hearing EVERY footstep of the people above us and they walk all day and all night. They walk very heavy, opening and slamming drawers and you can actually hear them talking too! When they play music it is like it echoes through our condo! They are walking back and forth back and forth back and forth as I am writing this. I would go to the office to say something, but I know if they wouldn't do something about bugs, they certainly wouldn't do anything about horribly noisy neighbors! Thirdly, if you want to sleep soundly, this is NOT the place either! The road is right behind the complex so you do get a LOT of road noise. Don't let the office tell you that you don't like they did us when we booked, because you do!!! The bedrooms are on the road side!!! You not only hear all cars, trucks, brakes, you hear everyone walk by, playing their tv's in their bedrooms, the cars starting, kids yelling, babies crying, and the housekeepers walking by early with their carts etc. So when read other reviews that say there is road noise, believe it. There is!!!! Bring your industrial ear plugs!!!! If you are looking or a quiet relaxing resort, this is NOT it!!!!! If you just want a beautiful location, with phone calls from the resort on a daily basis which are annoying, with a lot of commotion constantly, then this is the place!!!
Oh, they are also hammering, sawing, throwing tools etc on a condo up and 2 down from us that starts around 9am every morning and we are hearing everything. Again, SO relaxing :-(
We come to Maui on almost a yearly basis and have always stayed at another condo that unfortunately just wasn't available this trip. For us, we will NEVER return to Noelani and will NOT recommend it to anyone!!!!!!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 16, 2012
Aloha,
Thank you for your feedback as this helps us pause and see if we are on track or falling short of our goal of customer service. I am sorry that I fell short of your expectations.I apologize if you thought that I was rude in my response to you. When you approached our front desk at 5:30 on Saturday night, I had little resources available to assist you. I was feeling frustrated as I could not come up any other options to offer you that you would accept. I am very sorry that you thought that it was rude. My question to you as walked away was - What can I do to help you? I offered to move you for 2 nights to an oceanfront 3 bedroom - all I had open and only for 2 nights to immediately take care of you until we could act on your room situation over the next two days.Yes you would have had to return to the room after we resolved any issue we found as we were sold out. Had we found any issue that we could not resolve during those two days, we would have worked to arrange accomodations elsewhere. When you did not wish to move and were walking away upset, I sent a staff member to your room and she met with your husband and they inspected together the linen and mattress. They found no evidence of any bugs - the staff is trained to look for evidence of bugs in the mattress seams etc. Your linen was just changed a few hours earlier on a maid service and was fresh and clean. She asked again if there was anything that we could do and was told no since there were no bugs found. The sleeper sofa was not made up as we do not make it up unless there are registered guests for the sleeper i.e. 4 people vs. 2 or if you had requested the sleeper sofa to be made up when making your reservation. We only have two people registered into the condo and were not made aware of the extra people that came later on to stay in your room. We have sheets in the office and would have been more than happy to provide those. Our staff member encouraged you to let us know if there continues to be a problem. Our staff called again the next day to see if all was ok and left a message.
Regarding the noise, yes there was a tile remodel at the end of the building about 6 condos away.This will be ending soon. The road you speak of is a lower frontage road that is up one level from your ground level condo and about 50 yards from the building. It is not a highway with the bedrooms on the road. We have signs posted and instructions highlighed about being quiet in the hallways. We are very sensitive to our guests comfort unlike the experience you relay and we would have alerted the people above you to walk softer and to be mindful of their bedroom tv.
Again I am sorry that I fell short of your expectations and that your experience was not as wonderful as we all want it to be for everyone. I certainly am more mindful now of how my own feeling of helplessness can be misinterpreted and for that I am grateful for your feedback.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
