Andaz Maui at Wailea Resort

We had a five night stay here. We arrived on a Friday around 11 am. The front desk told us our room was being cleaned, it should be ready shortly and the hotel actually isn’t that full this weekend. Based on that, we hung out around the hotel and didn’t change from our long day of travel thinking we would be in the room soon. We checked in a few times to see what the status was and everytime they said the room is almost ready. Based on that, we didn’t go out and adventure. They finally tell us the room is ready at… 4:01 pm. Check in is guaranteed at 4 pm. By no means did we expect early check in (until they repeatedly said the room is almost ready). This first interaction should have told us all we needed to know. Manage expectations. Do not continuously tell a guest that the room is almost ready when it’s not. It would have been much easier to tell us the room will be ready closer to 4 pm so we could plan our afternoon accordingly. We let it go and we were happy to be in Maui. We booked on points (also globalists) and they put us in a 2 queen view partial ocean view (we booked and wanted 2 beds). 2 people in the room. The room design is no bueno. The shower has no where to put any shampoo condition etc. Installing a shelf is such an easy thing to do, it left us puzzled. The doors to the bathroom, closet, etc also get in the way. No room for your luggage. We also saw several bugs in the bathroom 4 out of the 6 days, eek. We kept the room very clean with no food. Our room was right next to (overlooking) the restaurant/lobby. Every night there was live music and the bar was open until 10 so there would be drunken ruckus nightly until 10 - 10:30 and then noise by the staff cleaning up until 11 or 11:30. This may not be a big deal for most but we are early risers and this was such a disappointment. We let management know after night 1 and there was no apology or solution. We had to push them for a new room several times. It was weird that they wouldn’t offer it themselves after we raised the concern. Instead they offered earplugs 😆 After asking for a new room, we were told 2 days in a row that no other rooms were available. Weird because the app showed plenty of rooms for our stay duration… this was such a lackluster reaction. On day 4 they said - We’re sorry and we’ve found a solution! A similar 2 bed room in a further away different tower will be available tomorrow. We made a note to hold it for you and we’ll text you tomorrow when it’s ready. Promising … We come back tomorrow after a long day of doing road to Hana (highly recommend!!). The front desk says yes your room is ready. It’s one floor above your current room. My mom and I couldn’t help but laugh at that point. Moving one floor up doesn’t solve it. It’s still right next to the music, 8 ft difference 🤦🏻‍♀️😆 we let the new manager on duty know that they told us last night the new room was further away and she was perplexed. “There’s no note about a different towers, this is the room they noted last night”. Not her fault but tells me they don’t talk to each other. I don’t know if the treatment was because we were staying on points vs cash but what a bummer on service. They finally offered us a room on the end of day 4 and it was a tiny room looking over a parking lot. At this point, we didn’t want to pack up our stuff and didn’t have activities planned for the mornings so we would deal with it. If you are looking for luxury, nice finishes, good service, no bugs, etc, I recommend going elsewhere. Certainly do not recommend paying cash rates here. Even if we had a room that wasn’t noisy, at this price point, there are other choices in the area with better service and design. I don’t particularly enjoy leaving really negative reviews but I felt I needed to warn others, especially globalists. Lower your expectations and this really isn’t a category 8. I have stayed at Andaz NY, Andaz Mayakoba, Andaz Costa Rica, Andaz Napa and Andaz Weho. I enjoyed them all. The design and service at Maui unfortunately isn’t on par with the others. I hope they can improve their front desk service because the location truly is stunning. Read less

The Andaz Maui is such a unique location. With the beautiful open lobby, tiered pools, fire pits, and open lawn right on the beach. The Adult only pool is nicely tucked away to provide a quiet space to relax. The rooms are a perfect size with beds that feel like you're sleeping on clouds. Highly recommended with cultural activities, live music, games, and plenty to do at the resort for families or couples. Read less

Beware! If you rent a car, they will NOT LET YOU PARK it yourself - they have no parking area where you can self-park. Instead they force you to valet park and then at check out hit you with a $59/day Valet fee that you never wanted in the first place. This is a forced fee and should not be allowed. Apparently other luxury hotels, like the Four Season, have also picked up on this "added" mandatory fee - only their fee is $70/day - (don't know if they allow self-park). This is all in addition to the mandatory $50 daily resort fee. Read less

My husband and I booked this trip as our “babymoon” for some alone time before we have our first baby. We decided to book a couples massage our first full day there. I booked a prenatal massage. At the end of my massage, the therapist laid down a hot towel on my legs that immediately burned. I pulled my legs back and said that it was too hot. She removed the towel but then attempted to lay it back down and rub it around when I repeated it was too hot. She left the room and said the massage was done. My legs were immediately red and burning. I went to the locker room to rinse them with cold water and try to find someone to speak with but there was no one around. Long story short, our trip turned into a week in bed, an ER trip, urgent care trips, 2nd degree burns, excruciating pain, ultrasounds for decreased fetal movement, dermatology and surgery appointments once getting home, and missed work due to inability to stand on my legs when we first returned home. During all of this, we were pretty much unable to find a manager to speak with. The Andaz said they would call their concierge doctor and cover the cost of that but are now refusing to pay. We are now stuck with thousands of dollars in medical bills and my legs are scarred. Not to mention the medications I had to take/use while in my third trimester. This hotel is nothing but a nightmare and their customer service is even worse. Read less