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Reviewed 12 July 2012

First visit to the resort. If you choose to stay here, I strongly suggest that you love to wait in line. Also, expect to rush down to the pool and beach and get your towel on chairs to reserve your chair. You will be told very quickly that if you don't actually sit in your chair the whole day and leave for a 1/2 an hour, that your chair will be given away. Stayed in a room for 800+ dollars a night which was an ocean view room. Base rate was 699 + taxes + resort fee + mandatory parking. Very surprised to have an experience close to a much-cheaper-all inclusive-resort-in-Mexico. Before booking, I think you should know that:
1. You will stand in line to get your bracelet and towels for the day about 15 minutes.
2. You will stand in line to get your chairs and umbrella set up on the beach. Chances are, once you get your umbrella set up, they will take it down within hours because the wind is too strong at the beach.
3. You will stand in line to get seated at breakfast in the morning to eat the buffet. About 20 minutes. Breakfast buffet is $30.00/person. When you finally get seated, you will wipe up bird poop with a linen napkin and fight off the birds at the table next to you which hasn't been cleared yet. You will wait for the wait person to come serve you coffee and have to go back several times to get the things you want from the buffet.
4. You will stand in line for about 30 minutes to get your omelet made.
5. At lunch time, you will stand in line to be seated for lunch for about 15 minutes. You will wait to get your order taken about another 10 minutes and then you and your children will wait about 45 minutes to get your cold chicken tacos and nachos. You will wait a long time to get your check so you can return to the pool.
6. DO NOT get the 4 or 7 day BEACH CLUB PASS. The people who run the pass are so rude. If you arrive 5 minutes before 8:00 am in the morning, they lecture you about how you are early and you will have to wait until everything is set up before they can possibly help you. Honestly, was quite shocked at the rudeness level at this expensive of a resort. The other thing is, they don't have very much equipment and you can only check out 1 piece at at time. For example, if you want to go kayaking and snorkel off the kayak, forget it.

So, in general, the resort is pretty. The house keeping staff was great. The landscaping is awesome.

Won't be back. Just have had a much nicer experience elsewhere.......

  • Stayed: July 2012, travelled with family
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12  Thank FamilyWhOTravels_12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 12 July 2012

Wonderful. The beautiful entrance to the hotel was a wonderful welcoming. Great food, service and the pool was amazing. Would definitely recommend staying at this resort!

  • Stayed: December 2011, travelled with family
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Thank aleexanderW
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 11 July 2012

This was a return trip to the Grand Wailea with our kids. It is a fantastic place, with great service. The grounds and the pool are second to none! While we were not provided a room upgrade typically provided to HiltonHonors customers, we focused on the positives of the trip. It is a wonderful place, and we would love to return!

  • Stayed: July 2012, travelled with family
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1  Thank savvytraveller60
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 11 July 2012

We appreciate you taking the time to share your experience with us. We're thrilled that you and your family enjoyed your time at our hotel. We hope to welcome you back again soon.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 11 July 2012

I do a lot of travel for business and pleasure and while on any resort/property try to take advantage of any/all bars, restaurants, activities and amenities. I will never complain about prices, resort fee's, or taxes however, poor service and/or dirty areas will get my attention. So as you read this post, this is purely my opinion based on my experience. All I can say is buyer beware. I will start with the pro's of this hotel and end with con's.

Pro's:
Beautiful gardens, Koi ponds, Art work, and Chandler at the Grand Spa.

Con's:
Rude Staff! I have so many examples I could spend an hour writing on this. Lots of eye rolls, big sighs, and some complaining about their work loads. Lines... be prepared to wait in line for everything! Line to get a wrist band/towel at the pool, line to get a slip to get a beach chair, and another line to actually get your beach chair. Line to put your name in at the breakfast brunch area, lines at the spa to check in, another line to get locker, another line to get tour of spa, more lines to use the baths, lines to get your luau tickets, line to get your table assignments, line to get seated... I was a little tired of standing in line. Dirty.... room had hair all over bathroom floor, hair in spa locker, dirty trays of food in volcano bar area, pool area, and cafe kula.

As far as the restaurants went to them all:
Bistro Molokini: waited almost 50 minutes for a caesar salad and a sushi roll. Waters/Drinks went dry never saw my server until the end when they delivered the bill.
Grand Dining Room: They were out of most everything (9am in the morning) It was obvious they couldn't keep up with the demand.
Cafe Kula-back to lines... order with line cook, wait in line for your order and wait in line again to pay..trays left in the sun so the birds were having a field day-this was really dirty.
Volcano bar/pool: Waited over 1 hour for turkey sandwich,chips and caesar salad. Drinks went dry... this was really dirty, the menus and tables were really sticky from suntan oil, and trays left out, and had a sewer smell to this area. Server did mention to me that kitchen routinely goes down.
Botero Galley Bar- hit and miss service,,,, saw some people getting waited on, after waiting 20 minutes went up to the bar to grab my own drink. Tables dirty, and not wiped down bar tenders looked totally stressed out.
Humuhumu.... food was amazing, however it took over 1 hour to get our dinner in addition to waiting 30+ minutes for pupu's. We didn't bother ordering desert incase that would have taken another 30-60 minutes... We were there almost 3 hours for Mahi Mahi and sushi...really slow service.
Pool: unless you plan on getting up by 7am you will not find chair.. they are packed in like little sardines and you will trip over other people trying to move around.
SPA: Not so grand... again lines, lines, lines and dirty.

Bottom line, if you are looking for long lines, dirty rooms/public places, hordes of screaming kids, no beach/pool chairs, long waits to get a drink/meal or towel, and zero Aloha spirit, this is your place.

However, if you are looking for gracious service, clean rooms/public area's, a pool area that doesn't look like a scene from Animal House or Caddyshack and looking for that lovely Aloha Spirit that you come to Maui for... This is NOT your place.

As a Diamond Hilton member I will never stay here again, I will never recommend this place to anyone and I think the GM of this property needs to get his/her ship in order. This place is 2 stars at best.

Room Tip: Go to The Fairmont, 4-Seasons, or RitzCarlton
  • Stayed: July 2012, travelled as a couple
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12  Thank tpow1234
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 10 July 2012

We stayed here with our 3 boys over spring break this year. We booked 2 rooms and were able to pay extra to confirm that they would be connecting rooms, which we appreciated. We were also able to get a free breakfast thrown in with our rate-which was great with 3 boys. The breakfast buffet was perfect--made to order omlettes, pancakes, fresh fruit. The hotel grounds are beautiful and well kept. The rooms are OK--a tad worn but not awful. The staff is helpful and friendly. We appreciated the security by the pool to ensure people not staying there don't have access to the pool. The pool area was crowded and my husband would go secure a few seats prior to breakfast each morning. If you did not return within an hour--they took the towels and your personal belongings to free up chairs for those at the pool. The pool was great for the kids-slides and a lazy river. We had friends staying at the Four Seasons and the pool there does not compare if you're traveling with kids. We did the luau one night and the food wasn't that great but we enjoyed the entertainment. We were able to walk to the mall for dinner most nights which was nice.

  • Stayed: March 2012, travelled with family
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2  Thank travelerwithkids
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management response:Responded 11 July 2012

I would like to extend a very warm thank you for your review of the hotel. We take pride in the service offered by our employees and of course our amazing pools. We're so happy that your stay was a memorable experience. We will check into the Luau food comment. We hope to welcome you back again soon. Mahalo!

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