June 24-July 1,
This was our first trip to Maui and we had heard great things about the Kea Lani--but had read the negative reviews on Trip Advisor thinking none of it would happen to us. Turns out, we are that unlucky couple that has the list of complaints. The first day was a fiasco, and it seemed that each day, something would go wrong or we were treated poorly. We're not picky people, but we do like to be treated politely and fairly. We felt like our trip to the Kea Lani was like one of the Chevy Chase "Vacation" movies. Are you kidding me?
After a very long day of travel, we arrive at 2:30 pm, Check in is not til 4:00, but they tell us it shouldn't be more than an hour before we get in our room & no upgrades available from our partial ocean view room, wait at pool bar and have snacks. Shortly after 4, we get keys to our room. Door keys don't work to 226, bellman's don't work well, but get us in & gives us a lesson on opening a hotel door, maintenance guy sent up to fix door while we go to pool (no champagne waiting, as requested). Come back to room (5:30-ish), expecting door to be fixed, door keys don't work. Go to front desk, request assistance. Wait by room for maintenance guy to return--in wet swim suits (and luggage is inside the room). Go back to front desk when no one arrives. Assured that maintenance is on the way. Still waiting, go back to front desk for the third time, and tell them to hurry up the maintenance guy.
Maintenance shows up and tells us that they had re-programmed the lock, closed the door, and then the lock would not open. Master key lock frozen, as well. Why didn't front desk know this? Maintenance has to drill open the door, after watching him for 10 minutes or so in the hallway, he suggests to the front desk that they get us a hospitality suite, since we are still in wet swim wear. Go to front desk, pick up keys for room across the resort. Privacy Please sign on the hospitality suite door (474). Knock loudly, enter cautiously, no one in room, bed is made up, but used towels & soap in bathroom. Enjoy cheese and crackers and bottle of wine we purchased from the store out on balcony--loud party going on in courtyard below. Finally, at 7:30 pm, we call front desk and ask how the drill team is coming along on our door--room is open and ready to go. (they said they'd call us when the room was ready...maybe we just beat them to it?)
Get in room, a knock on door, given a "gift" plaque describing Hawaiian tradition and the lei. Put out Privacy Please sign so we can put our stuff away and relax after long day of travel. Phone rings at 8:30 pm "We see you have your privacy sign out, but we have an amenity for you"--sounds like "manatee". They deliver a basket of macadamia nuts, 2 sodas, chips, and also our champagne and chocolate covered strawberries arrive with a hand written note apologizing for the door key fiasco.
We encountered rude staff at the valet parking area, business center and did not receive turn down service, but 3 of the 7 nights we stayed. At the pool, we waited over an hour for the waitress to bring us our drinks--she ended up buying them for us, since we waited for so long.
Snorkel off the beach, see sea turtle, enjoy sun and surf. No complimentary water on the beach today, one guy getting beach chairs, but can't keep up with the number of people wanting them--we get our own chairs. Dinner at Caffe Ciao restaurant at the Kea Lani. Nice dinner, we requested that they take our unfinished bottle of wine back to our room with a Bananas Foster cheesecake for dessert. We arrive at our room, no wine or dessert. Wait 10 mins, call restaurant and they said they sent our wine and dessert to room 626, rather than 226. After 10 mins, wine and dessert show up. Dessert was what looked like a grocery store freezer dessert, with caramel drizzled over it, and dried banana chips.
Some of these things seem trivial, but day after day of it, you just begin to feel like an unwelcome "guest".
The office manager of the Kea Lani did call after our negative comment card was received and they offered 2 nights free to be credited back to us.
We appreciate the fact that the staff at the Kea Lani tried to make up for poor service with gifts and credits, but we prefer hotels and resorts that are proactive and don't allow a guest to have a bad experience there.
- 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
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Expedia, Cheap Tickets, Agoda and Jetsetter so you can book your Fairmont Kea Lani, Maui reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- 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