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Reviewed May 11, 2011

We are leaving in the morning after 7 nights at the Fairmont.in Maui. Excellent experience and would stay here again for sure! The room was perfect for a family with 2 young kids. The pools are awesome and having the beach just steps away was perfect. We could go back and forth from the pool to the beach. Polo beach which the hotel sits on is beautiful. The sand is like velvet and the water is crystal clear! This hotel is first class and worth the extra it might cost. We splurged on the room and saved by not eating meals at the hotel restaurants. We are sad to leave and hope to return some day soon!

Room Tip: Parital view room worth the extra!
  • Stayed: May 2011, traveled with family
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1  Thank OnTheGoMommyOf2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 5, 2011

We spent the first part of our honeymoon in Maui, staying 6 nights at the Fairmont Kea Lani. The fact that it's an all-suite property is one of the top selling points of this resort.

Rooms:

The rooms were top notch and I give especially high marks to the bathroom which was very up-to-date and generous in size.

The room had a small wet bar area complete with an empty fridge instead of the typical "honor bar" that most resorts have. We liked this amenity. The room also had a very large balcony complete with lounge chair and a round table with chairs. Because of the size and direct ocean view of the balcony, we found ourselves spending more time out there than we typically would on a hotel balcony.

Resort Grounds and Restaurants:

We liked that the pool area had an adults-only pool in addition to the pools that are open to guests of all ages. The beach is very accessible since it's just past the pools and villas.

We originally were going to stay at the nearby Grand Wailea before changing our reservation so we spent some time checking out the grounds of it and another neighboring resort, the Four Seasons. We thought the Fairmont was the best of the bunch. The Four Seasons had no beach area and a small and cramped pool area while the Grand Wailea was packed to the gills with kids. We didn't get to see the rooms of either resort so I can't comment on that aspect of them.

We had a fantastic meal at one of the resort's on-site restaurants, Ko. The tempura battered ahi sushi roll appetizer was to die for! For dessert, we found the Hawaiian shaved ice with red beans to be a tasty and somewhat healthy choice (compared to other dessert possibilities). We did not eat at the hotel's signature restaurant, Nick's Fish Market.

Service:

Our only critique of this resort is regarding the service. We had two unsatisfactory experiences with the staff and they both occurred the night we checked in.

When we arrived at the hotel, we found the valet staff to be great but the front desk attendant was somewhat unwelcoming of us at check-in; he barely said anything more than "photo ID and credit card." He also seemed annoyed when we we inquired about the difference between two room categories: Ocean View and Ocean View Deluxe. We asked because we may have wanted to pay for an upgrade - it was our honeymoon, after all - but the front desk clerk's attitude and lack of information prevented us from seriously considering this. We did arrive after 11pm so one explanation could be that they don't have their A-staff working the overnight shift.

Not long after we got to our room, we wanted to ordered room service since our travel schedule forced us to forgo dinner. I pushed the "room service" button and the phone rang about 20 times before I hung up. I called back a few minutes later and encountered the same problem. I then called the front desk who took my order. When I asked why nobody answered the room service line, they explained that the front desk handles the orders late at night but the daytime room service staff must have forgot to forward the calls to the front desk when they left for the evening. Although this seemed like a reasonable explanation, I was surprised that something so basic could slip through the cracks at a resort of this caliber. Furthermore, I got the impression that it wasn't a seldom occurrence, although I obviously can't confirm this hunch to be true.

When I called a little later to check on my food (using the "front desk" button - not the "room service" button) I was told it was on its way up. After 10 minutes I called back to see if there was a mix-up and it turns out they were still preparing it. I expressed frustration about the conflicting answers since it was late at night (12:30am), we had been traveling all day and we wanted to get to bed as soon as possible. What followed was a bit bizarre: the front desk was completely apologetic about the mix-up on our order status (I think it was the same guy who checked us in) however, he called back about 30 minutes after our food arrived to inform us that the meal would be comped.

So, in the end, the hotel did make it right for us and, thankfully, these two negative experiences did not define our stay at this property.

Final Thoughts:

Nice property, decent location, great rooms and food, lack of service befitting a resort of this quality is its only true weak spot.

  • Stayed: April 2011, traveled as a couple
    • Sleep Quality
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    • Service
3  Thank Luv2NonRev
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
FairmontKeaLani, Manager at Fairmont Kea Lani, Maui, responded to this reviewResponded May 24, 2011

Aloha and congratulations on your wedding! It is our pleasure to be part of your honeymoon experience and thank you for sharing such detailed review of your stay. We are delighted that you enjoyed our suite, amenities and dinning experience at our signature restaurant Ko. We would like to apologize again for the shortcoming you experienced on the first night of your stay. Thank you for your consideration in allowing us to acknowledge this inconvenience. Mahalo for visiting us and we look forward to seeing you again soon.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed May 2, 2011

We were reluctant to go to Hawaii because we couldn't find any hotels with great reviews.
Well, the Fairmont Kea Lani in Maui is by far the best hotel we've been to. We traveled a lot to Cayman Island and we can’t even compare the hotels… We booked an Ocean View Deluxe suite (room 328) and it was amazing.
2 double beds and a sofa bed were included. Spacious Bathroom, private balcony, microwave, 2 flat screen TV.
As far as beach, the Fairmount has its own private beach but don’t expect the 7 mile beach from Cayman Island… Nonetheless, plenty of chairs were available on the beach, and the ocean is gorgeous.
My only complaint is that they have way too many pool Cabanas. There are about 10 or 15 around the pool which leaves very little space for regular chairs with umbrellas… we had to set our chairs on the grass most of the time… oh and by the way… those cabanas go for… wait for it… $150.00 a day!!!
The breakfast buffet was good. Great choice of fruits, meat, breads. A family of 4 can enjoy breakfast for a little under $100.00 a day… As you can see, you can rent a car and drive a little to get to less expansive breakfast place.
Overall, we were very satisfied with this hotel and will probably return next year.

Room Tip: Rent a car.
  • Stayed: April 2011, traveled with family
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Thank dlabine
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed May 1, 2011

Our 4th stay at the resort. They ALWAYS give us the worst room despite being repeat customers. Some of the furnishings are new along with the LG flat screens.

There is dirt and dust on the ceilings, all along the baseboards and a general dirty feeling to the rooms. It has really gone down hill since we first visited the resort 10 yrs ago.

The pool cabanas are $150/day! This is definitely a second rate hotel charging premium prices. Will no longer stay at this resort. It's too bad because the pool (NOT the pool staff) and the ladies at Cafe Ciao are excellent. Will try Four Seasons next year.

  • Stayed: April 2011
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5  Thank TravelAllOver123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
FairmontKeaLani, Manager at Fairmont Kea Lani, Maui, responded to this reviewResponded May 24, 2011

Mahalo for taking time to share your feedback with us. Thank you for being a loyal guest of our property and giving us another opportunity to serve you. We very much regret that we fell short of your expectation in your last stay, as our goal is to exceed your expectations in providing an enjoyable experience for you and your family. We would appreciate the opportunity to discuss the details with you personally and to find a way to continue welcoming your family back to the Fairmont Kea Lani, Maui. If you'd like, you can email your contact information to kealani.memories@fairmont.com and we will contact you. Again, please accept my apologies and I hope to hear from you soon.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 30, 2011

We traveled here with our two young children (11 and 5) following a week in the Lahaina area. This was our first trip to Wailea and it was fantastic. The beach is one of the best we've visited and the sunsets warranted a daily timeout on the lanai. We stayed in the Kilohana Suite and our view was really terrific. However, I've stayed in nicer rooms and for the money we paid (the most we've ever spent at any hotel), I expected the room to be a bit fresher and more updated...that was a bit disappointing. The dinner at Nick's Fish Market was terrific with impeccable service. It was a lovely hotel with a fabulous beach and we would probably return, although we would consider the Four Seasons next time.

  • Stayed: April 2011, traveled with family
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Thank JerseyGirlTravels26
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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