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.
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.
Still no word hotel management.
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!
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.
- 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