Grand Wailea, A Waldorf Astoria Resort

Stunning Property but Total Chaos: Disorganized Concierge, Communication Failures, and Billing Mistakes I am extremely disappointed in our latest trip to the Grand Wailea. While the property is beautiful and has great amenities, the customer service was a massive letdown and unacceptable for a Waldorf Astoria property. The Positives: - Gorgeous views and immaculate grounds. - Excellent dinner service at Humuhumu and Botero Lounge. - Friendly, helpful service from housekeeping and the lu’au staff. - Great experiences with the snorkel instructor and photographer (even though they are third-party vendors). The Negatives: - Messy Itinerary: Our pre-arranged schedule was a disaster. The concierge listed our lu'au time at 5:30 AM (calling it a "typo" later) and forgot to book our photography session entirely. When we went to the desk for help, the agent refused to look into the photo booking because it was a third-party vendor, even though her own team made the appointment. - Separated Rooms: We booked 6 months in advance and requested connecting or adjoining rooms, or at least to be on the same floor. Central reservations told us queen rooms didn't connect, so we agreed to just be on the same floor. Later, when speaking to in-house reservations about a credit card update, they told us queen rooms actually do connect and said they would request it for us. Yet, when we arrived, we were placed on completely different floors because of a "large group." Management later told us the only way to guarantee rooms together was to book and lock it in upfront—a policy never mentioned during our multiple calls before the trip. - Lu'au Check-in: When we arrived at the lu'au, the staff couldn't find our reservation because they mistakenly filed it under our first names instead of our last name. - Billing Mess: One of our rooms checked out early, and that person wanted to pay for the entire stay for both rooms up to that date, leaving only the final day's incidentals for the next card. The front desk assured us this was fine and took the new card. Instead, they charged the entire stay for one room to the wrong card. It took five days to reverse the error, and neither accounting nor the front desk ever bothered to call or notify us about the mistake or the reversal. - Food Disappointments: For a luxury resort in Hawaii, the selection and quality of fresh tropical fruit at the restaurants was very poor. We were also turned away from the shave ice station on two separate days because they were “sold out”—both times over an hour before their scheduled closing time. When you stay at a Waldorf Astoria and pay luxury prices, you expect things to be handled smoothly behind the scenes. Instead, we spent our vacation dealing with scheduling messes, a major billing headache, and hidden room policies that left our group separated. The grounds are beautiful, but a nice view doesn't make up for a complete lack of hospitality.

This was a fantastic resort experience. It does a really great job of marrying luxury with family friendly. The service is wonderful and our family thoroughly enjoyed the multiple pools and water slides. The property is gorgeous and the views are spectacular. Will definitely be back next time we are in Maui!

We visit the Grand Wailea every other year and love it every time. It has a great balance of family activities and yet still keeps an upscale feal to it. We wanted to give a special thank you to Miss Karen at the pool. She has been there for years and every year she is always so friendly and makes our family feel like we are family to her. She is the best and it ads so much to our trip every time. When we start getting close to our next trip, we always say to each other, "We hope Miss Karen is by the pool again!" We can't wait to come back again!

We stayed at Ho’olei Villas at Grand Wailea. It was a family vacation for 16 of us which required significant coordination. I would like to call out Tricia Miya for all of her hard work prior to and during our visit. Everything went so smoothly through her coordination and efforts. The Villas themselves were great and access to the GW particularly for the 6 grandchildren was ideal. Thanks so much.

The room was excellent and the views were incredible for the price we paid but the staff were almost nonexistent and when they were available they were usually rude.

One of the best vacation locations ever. One-stop-shop for everything you might need for an escape. Incredible views, great location, amazing food options, 24hour market/coffee shop on site, the only negative thing was the valet parking being the only parking option which gets very expensive quickly, but... the valet staff was very wonderful and provided fast service. Yes its an overly expensive stay, but... actually work it for the pool, location and view.

We adored our stay and were blessed by amazing front desk staff like Susie & Daisy who were the perfect staff at reception then loved our waitress at Olivine Lauren who made us feel at home and loved and Ian at Nobu who was magnificent as our server!

Is kind of expensive but it is worth it nice lazy river by the pool

I have traveled a lot and this is one of the most beautiful hotels I have ever stayed at.