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“Updated rooms but POOR customer service”

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Ka'anapali Beach Club
Ranked #29 of 55 Hotels in Maui
Certificate of Excellence
Reviewed October 31, 2012

09-28-12
We were denied an early check in because of a full house at the hotel, not a huge deal, we just wasted time until we could check in at 4pm. When we finally did check in at 4pm we were given the room with the dumpster view shown in the picture. This room was on the far rear of the building, on the second floor and directly over the dumpsters. Unfortunately, we did not have time to move our bags to another room because we had our scheduled Luau at 4:45pm and it was a 20 min. drive to get there. We were assured by the front desk that our things would be transferred to a new room by the time we came back and we just had to pick up our new keys at the front desk. When the Luau ended and we returned to the hotel at 10pm our things were still in the original room and the front desk did not have another room for us. After about 30 min. of checking they found a room on the same floor, no ocean view but at this point we just wanted a bed for the night. We transported all of our bags ourselves to this other room and couldn't even go inside because of the smell of mildew was so bad as soon as we opened the door. Again, we go back down to the front desk and talk to the hotel manager on duty at length about our experience. She was very nice and was notably understanding of the situation but just kept repeating that there is nothing she could do. She said the hotel was full and all owners and "diamond" members had all of the ocean view rooms. The only 3 rooms she had available in the entire hotel were 1) dumpster room 2) mildew room 3) or a non-ocean view room that had a pedestrian walkway next to the porch, and no working internet. Obviously it was getting late (about 6am our time) and we went with the #3 room for the night. She assured me that if something opened up the next day for ocean view we were first in line.

09-29-12
The following day I talked to the same manager at about 3pm and she said that we had to remain in our current room for the duration of our stay. They could not refund the remainder of our stay because it was booked through a travel agency. I researched switching hotels and there was no availability anywhere on that short of notice. The room we were in was very nice on the inside but we had zero privacy because of everyone walking to they're rooms through out the day and night in front of our sliding glass doors, plus the fact that we were looking at a huge pink wall outside of our window instead of the ocean view that we paid for.

09-30-12
Still no word hotel management.

10-01-12
We had a 4:30pm departure at the airport and when we asked for a late checkout that morning, they had said 11am was the best that they could do. Of course, why would they try to start accommodating us now. At that point we were more than happy to leave this place!

SUMMARY
Overall the inside of the hotel was very nice, spacious, updated, and clean (aside from the mildew room). However, the layout of the hotel was not so good. There were minimal rooms facing the ocean and more rooms looking at other hotels and parking lots. Granted, that is hard to change on a older hotel, but my point is to not charge ocean view rooms that are not ocean view. We could barely see the ocean from the dumpster room but it was down an alley and very far away. We did eat numerous times at the restaurant on site and it was reasonably priced and good food, which was one plus. This hotel seemed to be more for families and not for honeymooners. There were constantly kids running and yelling around the pool and hallways. Not exactly the relaxing vacation spot that we had in mind.

Of the three days that we stayed there, we invested multiple hours of our lost vacation time talking with management, switching rooms, and at no fault of our own. We booked our rooms more than nine months in advance and I find it extremely hard to believe that these were the best rooms that they could come up for us. I stay in hotels more than 90 nights a year for business. This is by far the WORST customer service that either one of us have ever seen. Management had made NO effort in order to accommodate or compensate for their mistakes.

  • Stayed: September 2012, traveled as a couple
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8  Thank Cory L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
diamondresorts, Manager at Ka'anapali Beach Club, responded to this reviewResponded November 9, 2012

Thank you for sharing your thoughts about your most recent stay here at Ka’Anapali Beach Club. We always strive to provide exceptional hospitality and offer good quality accommodations to each of our guests who stay with us, and it is quite concerning to us that our accommodations, nor our Customer Service, did not meet your expectations. The customer service you describe that was provided to you by our front desk staff is not normal for our resort. It is quite concerning to us that this happened, and we are truly sorry that this was not resolved during your stay. We assure you and your wife that this behavior and lack of compassion by our front desk staff will be addressed internally, and that one of our Executive Management staff will be in touch with you directly to address and resolve these concerns. We were glad to hear that you did enjoy eating at our restaurant. If you are willing to give us another chance, we are extremely confident that your next stay with us will be much more enjoyable and even exceed your expectations as a destination for honeymooners. Your business with us is sincerely appreciated and we wish you the best on all your future travels.

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781 - 787 of 1,451 reviews

Reviewed October 29, 2012

This is the second time we have been here, this time we had a delux ocean view room, The pool is a great place to relax and it is well kept, only problem I had has the wired internet in the room, but I would go to the lobby for Wi-Fi.

  • Stayed: October 2012, traveled as a couple
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1  Thank soonertravaler
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed October 29, 2012

This is my first stay in this resort. I traded it with RCI and was very impressed with the hospitality and accommodation. When i was first reading the reviewed it was full of mixed reviews and got me worried. With my trade i received the Deluxe Ocean View suite and the view was amazing. The staff was friendly and food were affordable specially during happy hour. The pool was enormous, with a Jacuzzi, water slide, and a small pool with a waterfall.

  • Stayed: October 2012, traveled as a couple
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2  Thank yeh325
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
diamondresorts, Owner at Ka'anapali Beach Club, responded to this reviewResponded October 31, 2012

We’re really pleased that you chose the Ka'anapali Beach Club for your vacation exchange, and that you had a great time here! We strive to provide an excellent standard of service to all our guests, and we’re delighted that our staff made your stay a memorable and enjoyable one.

We hope that you’ll consider this resort for future exchanges, and we look forward to being of service to you again!

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Reviewed October 27, 2012

I'm writing this review from the musty temporary room I'll be sharing with a family of eight and whoever else the hotel decides to cram in here. It's 9:30pm and we may see up to five foot waves on the beach below, so the management has evacuated everyone below floor three. I'm not sure these two sweet grandparents in wheelchairs and their grandchildren really know what's going on, or that the staff admitted there is no danger and no mandate from the authorities--it's just their company policy.

That attitude makes sense based on my other experiences here--their mandatory resort fees, their draconian towel policies, their high-pressure time share pitches--which suck the warmth from your stay. I've had wonderful experiences on Maui before at other resorts. This event is just a final reminder to never stay here again.

  • Stayed: October 2012
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7  Thank ariver
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
diamondresorts, Manager at Ka'anapali Beach Club, responded to this reviewResponded October 31, 2012

We truly regret that this incident happened during your stay; however, per State and County law we were required to evacuate all guests to the 4th floor or higher. The only alternative is for guests to drive 3 miles away to the Kapalua Airport and stay in vehicles until an “all clear” is given.

The resort fee of $25 was determined by the resort’s board of directors. This covers the former parking and internet fee. As many large resorts, guests are given towel cards upon check-in with the ability to choose how many they'd like. Guests can exchange these cards for towels at the pool. To avoid being charged, you are required to return either the card or the towel at the time of check-out.

While we are a vacation ownership property, our sales presentations are not mandatory for guests. We apologize if you felt pressured by our team members as this is never our intention and certainly not the norm. We will provide your feedback to our Concierge Manager for coaching and review.

Thank you for taking the time to share your experience. We’re sorry that we didn’t meet your expectation, but we hope that the above explains some of your concerns.

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Reviewed October 23, 2012

I stayed at this resort for a week, and over all it was great. Are room looked over the ocean and the room was beautiful, the only down fall was the musty smell that over came you when you walked in the room. We tried everything, opening both sliders and the front door to air out the place on several occasions, calling the from desk and informing them, I even walked down and talked to the desk clerk, nothing helped, the smell was there for the whole trip. Our shower wasn't draining right so you had to take a shower in a puddle, could that be the reason, I don't know, not to mention the mold growing on the shudders for the door to the bathroom toilet. The resort did try to make it right for us, they were very attentive, and like I said overall the stay was great, any problem I had they fixed, it just that smell did not go away and by the end of the trip my husband and I were all congested and having breathing problems.

  • Stayed: October 2012, traveled as a couple
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4  Thank Shannon P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed October 20, 2012

This is a very nice resort for families. There is a little something for everyone. They have a great staff that takes care of the kids, there are adults activities and they have a movie night.
Since I've been there several times I don't spend much time at the resort however you do get your monies worth since there is plenty to do.

Room Tip: Higher floors Ocean Deluxe or partial Ocean
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  • Stayed: August 2012, traveled with family
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1  Thank Terence F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed October 20, 2012

We bought a timeshare on the resale market at KBC last year and this was the first time we have had a chance to use it. We had an amazing 1BR suite upfront on the ocean with a perfect view. Snorkeled right off the beach in front and we saw a good amount of fish and even a turtle swimming along with us. Pool area was very nice. The pool slide was good but pretty short compared to some of the ones we've seen at other resorts. No big deal but really only good for little kids. Fish tacos at the pool bar were generous and my wife declared they were the best she's ever had. Hot wings were also very good, tasty and crispy. Overall the food at the pool bar was very good and not too bad in price (at least for Maui). Had the macaroni and cheese for dinner one night there and can't say as I'd recommend it. It wasn't bad, just different and had some sort of seasoning that made the taste of the cheese hard to find. A small nit. Otherwise dining there was good. As others have noted, the main dining area is only open for breakfast and on Wed nights for seafood buffet. Seems a shame as it has a nice view but maybe they don't get enough business to keep it open. We were too busy with other options to try the buffet so no comment on that.

Having the kitchenette in the room was great as we could make eggs, toast, ... and fresh fruit for breakfast. No stove/oven but we didn't miss it at all. Bathroom is great with two sinks so both of us could get ready. The lockbox in the room was an old style one with just a key (no keypad) and was fine for small items (keys, wallet, ...) but you couldn't store computers or anything like that in them. It was fine, just haven't seen units like this for a long time. Worked fine for our needs though.

Overall this is a very nice resort and met our needs perfectly. It isn't the Four Seasons or Grand Wailea, lined with marble and fancy sculptures but it is clean and nice and we think has much better and closer views of the water than most places we've stayed. And to get a 1BR suite at one of those places is going to cost a fortune besides. KBC has a nice activities area for kids, good beach area, good snorkeling and pretty much everything else you need to have a great time in Maui. Also the gift shop is very large with not only gifts but food and other useful supplies (meds, ...) and is actually quite competitively priced.

  • Stayed: October 2012, traveled as a couple
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3  Thank XboxMeister
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
diamondresorts, Manager at Ka'anapali Beach Club, responded to this reviewResponded October 25, 2012

Our team is ecstatic to hear that your first owner experience at Ka’anapali Beach Club was a fantastic one. We’re glad that you got to use this opportunity to explore different aspects of the property including trying out the restaurants and the pool. Thank your wife for the compliment on our fish tacos, as we are very proud of them!

We’re happy to hear that you made use of the kitchen during your stay and could have some quality time in your room. It’s true that our resort has a little different styling and amenities than hotels on the island, and we’re glad that everything met your needs.

From the views, to the activities, to the food, it seems as though you had a great trip. We’re happy that you had a great time and look forward to your next stay. Thanks for sharing your vacation and your experience with us!

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Additional Information about Ka'anapali Beach Club

Address: 104 Kaanapali Shores Place, Maui, HI 96761-9419
Phone Number:
Location: United States > Hawaii > Maui
Amenities:
Bar / Lounge Beach Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Kitchenette Restaurant Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#13 Top resorts Hotel in Maui
#19 Spa Hotel in Maui
#24 On the Beach Hotel in Maui
Price Range: $298 - $544 (Based on Average Rates for a Standard Room)
Hotel Class:3.5 star — Ka'anapali Beach Club 3.5*
Number of rooms: 413
Official Description (provided by the hotel):
A breathtaking panorama awaits you at Ka'anapali Beach Club, a haven of a resort in a land that has perfected beauty. Located on Maui's western shore, Ka'anapali Beach Club promises to be one of the highlights of your chance of a lifetime getaway to Hawaii. If you're going to do Hawaii, you should do it right. By planning your stay at Ka'anapali Beach Club, you are creating the vacation of a lifetime. ... more   less 
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Also Known As:
Ka`Anapali Beach Club Hotel Maui
Ka Anapali Beach Hotel
Ka Anapali Beach Resort
Embassy Suites Maui Hawaii
Kaanapali Beach Club Maui
Ka'Anapali Beach Club Maui, Hawaii

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