I spent thousands on a week at this Maui resort expecting a premium experience, but what we received was shocking. We arrived at 6:00 p.m., on time for check-in, yet Kara at the front desk insisted the only garden-view room available was on the ground floor with a blocked view. We offered to wait until midnight for a cleaned room or even upgrade and pay extra for any upper-floor room. She still refused and gave us a “reservations” phone number that had already closed. For 30–40 minutes we begged her to honor the room we had paid for. Her behavior was so offensive and dismissive I was close to calling the police. Learning that she suddenly provided a 5th-floor room in the same category we had booked all along, proving it had been available the entire time.
We raised this with the assistant manager. He offered one free breakfast but never followed up or apologized. After checkout, when we asked why only part of our card had been charged, Kara’s response was “I don’t know, talk to the manager.” The furniture was outdated, housekeeping only came when specifically requested, and the overall quality was far below what you expect in Maui at this price. Spending thousands of dollars in a premium destination should not be ruined by dishonesty, disrespect, and rude staff like Kara. This resort failed on all counts. Avoid it. There are many other places in Maui where guests are treated with honesty and respect. I will never return.