The hotel was newly renovated, rooms were spacious, decorated well but you could tell it was an older property by looking at the ceiling. They forgot to update the ceilings and you could tell because they were dirty and yellowing! The grounds were beautiful, the pools great, (the new adult pool area was very nice!), and the location was ideal. Shopping at the Wailea Village shops was wonderful and the beach access easy. BUT, I do not recommend it and I will not stay at this hotel again.
The major draw back to this place was the service. The staff was horrible! I was shocked at how unfriendly the bell staff and the front desk staff were! Driving in to the hotel it was dark and the signage is really bad and nonexistent. We pulled up and asked the guys standing at the bell station where the front desk was located and where do we park. They immediate asked us if we wanted valet (and I read the many reviews on this site that talked about the ease of self parking), so we declined. Then asked if we wanted them to take our backs, again we declined. From that point forward, the bell staff was rude, not helpful and really disappointing. We made it to the front desk to check in and of course when we checked in we asked the typical question “room with an ocean view and high floor please” and got the standard and very bothered response “for $75 a night we can upgrade you”. She (the front desk agent) said nothing more after I declined the upgrade. Other then to offer us the $25 a day or $15 a day options of resort fees. She did not tell us about the hotel, only to point us in the direction of our room. When we realized we had to go down several flights of stairs, we asked the again, rude bell person for an elevator. We were told they didn’t have an elevator! Apparently, they wanted to see us struggle the ‘grand staircase’, because they did not ask us if we wanted help only told us the stairs are ‘over there’. I was very annoyed, being a weekly traveler, Marriott Rewards Gold member and former hotel manager; I was ready to check out before we even made it to the room. When we got to our room, it was on the bottom floor directly next to the older pool with no view. AND, they were using the room next to us as the bathroom for pool guest! I was appalled and laughing at this point, how could this be a Marriott? So, we called and spoke to a different agent who offered us a room on the second level. We took it and were pleased that it had a partial view to the ocean, and guess what? We didn’t have to pay the $75 the first agent so nicely requested. The only friendly person we ran into was the pool server and the concierges. They were both professional and helpful. Oh, and by the way, they do have an elevator; we found it after wondering around the property on the 2nd day.
In summary, there are some fabulous hotels in Wailea at a very similar cost of the Marriott! Stay at them! The 4 Seasons and the Wailea Beach resort, we walked and ate at both and the staff was very friendly, greeted everyone. The Wailea Marriott staff needs to be trained on how to treat guests, there are too many hotels out there to have to deal with rude people, we are on vacation!








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