Our vacation was 9,500 miles roundtrip and cost $6,700 all said and done. Two adults and a 16 yr. old son who stayed in #209 for approximately 10 days for our annual vacation. Three diamond rating from AAA...that's a joke! From the outset there were problems; no key for the deadbolt, housekeeping ran out of washcloths and we went two days without them even though they knew about it, the first time we used the washer machine it was broken--it would rinse without spin cycle leaving clothes in a tub of water to wring out by hand, the bathtub would backup with water and had to be plunged frequently; constant everday, all day long noise from circular saws and hammers pounding upstairs due to condo renovation the entire time. Everyday was a continuation of a terrible experience we paid top dollar for; one day a drapery cleaning service truck appeared in the parking with a large, portable dry cleaning machine--the truck and the machine both ran all day long causing plently of noise and exhaust fumes to creep in our unit 30 feet from the parking lot, on Wednesday mornings for four hours it was grass cutting, grass trimming, leaf blowers all morning, the next day time for the carpet cleaner van to move in and clean carpets creating more fumes and plently of noise, only 30 feet from our windows. Every single day maintenance had to run a leaf blower cleaning the parking lot and even the carpeted area outside our window resulting in hours of torture by noise. When machine noises subsided it was constant noise from housekeeping outside our unit 209 up and down the steps and (where they kept the carts for linen) with loud conversations like "HEY, HOW YOU DOIN MAN?" The washer machine was six months old under warranty but wasn't scheduled to be fixed until AFTER WE DEPARTED, causing us to go a 100 yards to their public laundry room. Because of all the contractors coming to work on the property, parking was a problem. Furthermore, parking is a problem even at night and you just had the feeling you had to be prepared to park down the street whenever you rolled in. What really makes our blood boil is that management knew and scheduled all of this activity and did not inform us beforehand when we made our reservations three months earlier--they gladly took our hard earned money. The manager was consummed with the upcoming owner's annual meeting EOM April and May and ordered a "deeping cleaning" of the units the owners would be staying in creating tons of noise, exhaust fumes, and a game of mental gymnastics with the consumers. We left Neolani exhausted and disappointed. For sure, we had plenty of activities outside of the condo, but at some point we had to just hang out for the sake of rest, of which, was impossible due to the nonsense going on during our stay. The manager never once acknowledged any of the concerns or issues with us, she never once knocked on our door to express her comments or interest in the quality of our stay at Neolani. Housekeeping left a pile of dirty sheets and towels on our chair in the living room for three days and ran the vacum cleaner once during 10 days stay, Housekeeping dusted once, my wife and son are witness to all of these things which left me excasberated and humiliated. Moreover, we spoke with other vacationers who experienced the same or similiar issues and had the same complaints and concerns. I used to be a property manager, I know customer service and scheduling around tenants. One day there was a knock on the door--it was an exterminator at #209 to do a spraying treatment asking us to leave our unit for at least an hour so he could treat it! The one bright spot was doing our activity arrangements through Bruse Catalano at Neolani; his expertise and vast knowledge of contacts resulted in very high quality activities such as helicopter rides, cocktail cruises with whale sightings, a spectacular luau known as The Feast, beach visits and snorkelling, etc. Without him and his service, the trip would have been a total, miserable loss. Activities outside Neolani through Bruce were the only bright spot of the trip, he's the diamond in that organization, use his services if you stay at Neolani. I intend to pursue this further through AAA, AARP, and the military office at Ft. Shafter to get Neolani put "off limits" to all military personnel. I also intend to write to Gov. Abercrombie from Hawaii. Neolani was a disappointment, consider spending the extra money and going elsewhere for quiet times, rest, relaxation, and in the end, peace of mind.
- Official Description (provided by the hotel):
- Maui's Tropical Splendor! Noelani Condominium Resort offers oceanfront boutique accommodations and experience! ... more less
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- Also Known As:
- Noelani Condominium Hotel Lahaina
- Noelani Maui
- Noelani Condominium Resort Maui/Lahaina