Beautiful Pools, But the Overall Experience Fell Short
We recently stayed at the Andaz Maui after hearing so many great things, but unfortunately, it did not live up to our expectations for a luxury resort at this price point.
The pool area is the highlight of the property and is beautifully designed. However, even that experience was frustrating at times. On multiple occasions, the resort lowered all of the pool umbrellas when the normal Maui trade winds picked up. While safety is important, these were typical trade wind conditions. Without any shade, it became uncomfortable to stay at the pool, and we ended up returning to our room. After moving to the Fairmont Kea Lani, we experienced similar weather, but their umbrellas remained open. It seems the Andaz could benefit from equipment designed for Maui's normal conditions.
Our biggest disappointment was the service. Throughout our stay, we joked that it was "service without a smile." While there were a few exceptional employees, most staff interactions lacked the warmth and hospitality you'd expect at a luxury resort. The pool attendants, in particular, were not especially friendly or attentive.
The dining experience was also underwhelming. We tried several restaurants during our stay and consistently found the food to be average while the prices were high. In comparison, the Four Seasons and Fairmont next door offered noticeably better food, warmer service, and, surprisingly, slightly lower prices.
The Andaz has an excellent location and beautiful pools, but luxury resorts are remembered for how they make guests feel. Unfortunately, we never experienced the level of hospitality that distinguishes truly exceptional properties. If service, dining, and overall guest experience are important to you, I would recommend considering the neighboring Four Seasons or Fairmont Kea Lani before making your decision.