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“Best Customer Service!”

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Fairmont Kea Lani, Maui
Ranked #3 of 8 Hotels in Wailea
Certificate of Excellence
GreenLeadersBronze level
2 reviews
common_n_hotel_reviews_1bd8 10 helpful votes
“Best Customer Service!”
Reviewed December 10, 2013

We had planned to celebrate our 1 year anniversary at the Fairmont for 5 nights. Two days before our scheduled departure, I had an emergency cerclage forcing us to cancel our trip. We had pre booked the room in order to take advantage of a fantastic room rate. We feared at best we would be able to recoup only a portion of our stay.
Not only did the Fairmont refund our entire trip, they did so with grace and class.
We can't wait to rebook our trip sometime in Spring 2014 and bring our whole family. Happy to spend money with a property that still values its customers

  • Stayed October 2013, traveled as a couple
    • Value
    • Service
Helpful?
1 Thank Jcartersfca16
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TrudyPeterson, Guest Relations Manager at Fairmont Kea Lani, Maui, responded to this review, December 19, 2013
We are so sorry to learn of your unexpected emergency prior to your stay. Wishing you a quick and healthy recovery and we will look forward to welcoming your family in the spring. Happy New Year, Hau’oli Makahiki Hou!
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Rating summary
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  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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jcohen75
Level 3 Contributor
22 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 90 helpful votes
Reviewed December 9, 2013

No, they are not the best, newest or nicest hotel in Wailea but they are darn close. The rooms were very nice, beds comfortable, tons of space, huge bathroom and very nice staff. I highly recommend you sign up for the Presidents Club. We got a lot of different perks with our membership (Free).

The hotel has a shuttle to take you around Wailea, access to bikes (but they were not in the best condition, and they will give you a bottle of water any time you ask.

Pools were great, always found a chair

We did the canoe experience. The guys who took us were awesome. We were able to do some snorkeling and they helped us find a turtle.

Oh, don't miss the buffet breakfast at Kea Lani Restaurant. I would call it expensive but it was right in line with the cost of all the other breakfast buffets in the area and to say I was impressed is an understatement. The food was good, it changed every day. The fruit was fresh and they had lots to choose from. This is one of the better hotel breakfast buffets we have been to.

The staff was excellent.

  • Stayed November 2013, traveled as a couple
    • Value
    • Location
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Helpful?
Thank jcohen75
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TrudyPeterson, Guest Relations Manager at Fairmont Kea Lani, Maui, responded to this review, December 19, 2013
We truly appreciate you taking the time to write such a wonderful review. It’s fantastic that your stay exceeded your expectations and that you enjoyed the breakfast buffet. Thank you for all your suggestions to future guests and we look forward to seeing you again! Best wishes and aloha.
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Redwood City, California
Level 3 Contributor
12 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed December 9, 2013

We stayed at the Fairmont for a few nights on our honeymoon. The property was gorgeous - great pools, and the beach has some of the softest sand I've encountered. The rooms were spacious and well laid-out, and most of the staff we interacted with were very friendly and helpful. We were there over Thanksgiving weekend, with the hotel apparently "sold out", but it didn't feel crowded, and we didn't have any problems finding pool chairs even mid-day.

The old downside was the location of our room. We had booked a "deluxe ocean-view" suite to get the best view, but ended facing the pool instead, with just an angled view to the ocean from the lanai. I'm sure that even within a room category, some rooms have better views than others, but we were disappointed given the sizable premium we paid for the "deluxe" view. Since all the rooms apparently have the same floor plan, my recommendation would be to book a regular room and hope for an upgrade, rather than paying extra for a view that might not be that great.

Room Tip: Don't bother paying for an "upgraded" view - we booked a "deluxe ocean-view"...
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  • Stayed November 2013, traveled as a couple
    • Value
    • Location
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    • Cleanliness
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Helpful?
1 Thank ChrisLki
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Longwood, Florida
Level 6 Contributor
172 reviews
27 hotel reviews
common_n_hotel_reviews_1bd8 54 helpful votes
Reviewed December 6, 2013

The property is fabulous with open courtyards and lobby. The room (suite) was spacious and had a large balcony. Very cordial staff and loved the free chairs on the beach. Only complaint was the number of kids, but it was Thanksgiving and couldn't be helped. I would definitely return to this property. Wonderful vacation!

  • Stayed November 2013, traveled as a couple
    • Value
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    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Nicetoeatout
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TrudyPeterson, Guest Relations Manager at Fairmont Kea Lani, Maui, responded to this review, December 11, 2013
Thank you for your wonderful review. It’s outstanding that you enjoyed your stay, especially your spacious suite and lanai (balcony). We're proud that our staff's friendly service added to your experience and look forward to your return soon. Aloha!
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Edmonton, Canada
Level 6 Contributor
64 reviews
63 hotel reviews
common_n_hotel_reviews_1bd8 195 helpful votes
Reviewed December 6, 2013

Booked an Oceanview Suite here for a week and used my Fairmont President's Club suite upgrade certificate to upgrade to a Deluxe Oceanview Suite. They let me keep the upgrade for the whole week even though the certificate is only supposed to be good for 5 days. The suite is quite large and it included a large lanai with panoramic views of the pool and ocean. An annoyance with all of the Fairmont properties I've stayed at is that they don't provide slippers and this property was no different. Poolside service was attentive and friendly. There weren't enough poolside lounges, however, as much of this prime real estate is taken up by cabanas for rental. Most of the lounges were on the lawn and most didn't have an umbrella. Complimentary water and sunscreen stations were very convenient. Staff brought around fruit and Freezies every once in a while which is pretty standard nowadays for a higher spend resort. The fitness centre had a wide selection of modern equipment. WiFi was complimentary for Fairmont President's Club members and pretty reliable even at poolside. The beach was rather small and snorkeling wasn't that great although there were a lot of turtles in the area (in addition to some recent shark sightings.) While they weren't able to accommodate a late checkout, they allowed us to use a hospitality suite for 45 minutes prior to our departure and allowed us to freshen up before our late night flight. The only other real negative that I can think of for this hotel is that they are planning on introducing a resort fee which would have likely cost them a star had they already done it while I was there. I suppose they aren't the first hotel to do this but I won't be surprised if hotels started charging baggage fees in a few years.

  • Stayed October 2013, traveled as a couple
    • Value
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    • Sleep Quality
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Helpful?
1 Thank zoltrix56
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TrudyPeterson, Guest Relations Manager at Fairmont Kea Lani, Maui, responded to this review, December 11, 2013
Aloha and thank you for your review. We're very pleased to learn that you enjoyed your suite and received attentive service throughout your stay. However, we’re very sorry that you were disappointed with the number of lounge chairs available around the pools and can assure you that we have enough chairs to accommodate every guest at the resort. Also, please be aware that the 2014 resort charge will bundle many popular amenities such as cultural activities, shuttle service, snorkel rentals, self parking, Internet and more, making it a great value for guests (the value of all services, if purchased individually, would total approximately $100/day). We appreciate your valuable feedback and will communicate your concerns with the appropriate teams. We hope to see you again in the future. Best wishes.
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La Jolla, California
Level 6 Contributor
103 reviews
29 hotel reviews
common_n_hotel_reviews_1bd8 53 helpful votes
Reviewed December 5, 2013

Our second visit did not disappoint! This time we had our adult children with us and we all had an exceedingly relaxing stay at the Kea Lani. Whether strolling the gorgeous grounds or running along the beachfront walk that stretches the length of Wailea, one is struck by the beauty of the Kea Lani's architecture. The rooms are very spacious and the all-suites feature makes it so much more comfortable and appealing than just having a hotel room. It was particularly nice to be able to have a casual family dinner on our lanai looking out at the stars. The staff is very helpful and accommodating, taking care of every need. The on property restaurants are all very good, as is the Cafe Ciao for take out salads, sandwiches, wraps, pizzas, and great desserts. The newly redone spa is opening soon and promises to be fabulous, but I still am a big fan of the oceanfront cabana for an out of this world massage. Another perfect week in Maui!

Room Tip: Even partial ocean views are lovely - the higher the better.
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  • Stayed December 2013, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Lisa B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TrudyPeterson, Guest Relations Manager at Fairmont Kea Lani, Maui, responded to this review, December 11, 2013
We couldn't have said it better! Thank you for returning to The Fairmont Kea Lani. We are happy that you enjoyed the resort and had a relaxing and memorable Maui vacation. Hoping you can return soon to experience the brand new Willow Stream Spa (it will be fabulous!). Best wishes and aloha!
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Edmonton, Alberta, Canada
Level 1 Contributor
3 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed December 3, 2013 via mobile

Stayed for 5 days. The resort and view are beautiful. The beach in front is public but it felt private, seemed like only guests were using it. Guys at the beach to set up free chairs for you. The beach itself is nice, powdery sand and no rocks when u walk into the water. I did feel that there were too many kids there.. But there is an adult only pool which was quite relaxing to sit at. My complaint about that was there are too many dam rental cabanas right in front of the pool and not enough chairs. Put the cabanas back a bit! I liked just being able to grab towels rather than have to use towel cards. They also come around with warm towels and pieces of pineapple to eat. Yes everything on the resort is overpriced. But we did eat and Nicks fish market and it was really good. Had the fresh catch of the day and a seafood chowder. The creme brûlée was yummy! We had stayed at a condo prior to the Fairmont and had some piña colada and daquari mix left over. We requested a blender to our room which they brought so we made our own blender drinks! Overall I did enjoy this Fairmont.. I might argue that the Fairmont Orchid on the big island is my favorite tho..

  • Stayed November 2013
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Lee-ann O
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TrudyPeterson, Guest Relations Manager at Fairmont Kea Lani, Maui, responded to this review, December 11, 2013
Aloha and thank you for your review. We are delighted that you enjoyed the resort and had an overall pleasant vacation. We do apologize that the poolside rental cabanas had a negative impact on your pool experience. We appreciate your feedback and will share it with the team Beach & Pools team. We hope to welcome you back in the future. Warmest aloha.
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Additional Information about Fairmont Kea Lani, Maui

Property: Fairmont Kea Lani, Maui
Address: 4100 Wailea Alanui Dr, Wailea, Maui, HI 96753-8449
Phone Number:
Location: United States > Hawaii > Maui > Wailea
Amenities:
Bar / Lounge Beach Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Children Activities (Kid / Family Friendly) Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#1 Family Hotel in Wailea
#2 Spa Hotel in Wailea
#2 On the Beach Hotel in Wailea
#2 Business Hotel in Wailea
#3 Luxury Hotel in Wailea
#3 Green Hotel in Wailea
#3 Romantic Hotel in Wailea
Price Range (Based on Average Rates): $$$$
Hotel Class:4.5 star — Fairmont Kea Lani, Maui 4.5*
Number of rooms: 450
Official Description (provided by the hotel):
Discover the essence of Maui at Fairmont Kea Lani, Hawaii's only all-suite and villa luxury resort. Nestled on the golden sands of Wailea's Polo Beach, this award-winning oceanfront paradise redefines luxury with a state-of-the-art spa, island inspired cuisine and authentic cultural experiences. Fairmont Kea Lani is the ideal island getaway with four unique restaurants, three swimming pools including an adult-only pool, a comprehensive fitness and wellness program and unrivaled access to the best adventures across the island. ... more   less 
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Also Known As:
Fairmont Kea Lani Maui Hotel Wailea
Fairmont Hotel Wailea
Fairmont Maui
Fairmont Wailea
Wailea Fairmont
The Fairmont Kea Lani
Fairmont Kea Lani, Maui Wailea

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