Jerry Carlon

Review of Grand Wailea A Waldorf Astoria...

Read this! Do NOT recommend! I should preface this...

Read this! Do NOT recommend! I should preface this review with the statement that we traveled to Maui during COVID so I won't comment on the many services that were unavailable to us (booked prior to COVID becoming a pandemic). Our greatest disappointment was that we arrived as a family of 12 with 5 of us having "pending" COVID results, which was permitted at the time. The day before our arrival the hotel had changed their policy and would no longer accept anyone to quarantine with pending results - we were never advised of this important change (nor were we ever informed of the many services that would be not be available or were closed. We were in regular communication with the hotel prior to arrival and none of the above was ever mentioned). Upon arrival, we were informed at the airport that we would not be permitted to stay at the Grand Wailea, which was news to us. I reached out to the hotel for assistance, only to experience staff that was unwilling to help (we had booked two villas for $1500 per night for 8 nights) or provide any direction. In fact, the staff on the phone was incredibly rude and when I inquired as to what our options were, I was told "I don't know ma'am, but you aren't staying here" (exact words!). I won't go into the chaos and confusion at the airport, but after an 8 hour flight, his response was less than comforting and shocking. We ended up going to the Andaz ($650 per night) for the days that we had to quarantine (5 nights for me, because CVS lost my test). Once we were able to check in to the Grand Wailea (Ho'Olei Villas), the staff had no idea what benefits were available to Hilton Honors members (we later found out - 2 days before we left- that we could have box breakfast that consisted of a yogurt, a very small danish and an orange juice). Additionally, we were advised that there was no longer shuttle service available between Ho'Olei villas and the main hotel (we were traveling with one person who had just completed chemo and another family member who was handicapped). We had to drive our cars across the street to the main hotel each time we wanted to use the pool or go to the beach - not a huge deal, except there was no valet and our rooms keys wouldn't open the parking garage gate- so it becamse an annoying hassle. The best was the pool chair situation! We had two villas at Ho'Olei for a total of 6 bedrooms for 12 people. We were allowed 2 chairs per villa - however, had we booked 6 rooms at the main hotel, we would have gotten 12 chairs - wait what?! Each day at 4 pm we needed to reserve our measly two chairs on a website for the next day. The following day, we were required to stand in line (usually 30 minutes-no kidding) to check in for our chairs and get wrist bands- oh and our handicapped family member had to show her face at the check in counter which was down a flight of stairs. Standing in line for pool lounge chairs is no way to spend a vacation-there has to be a better way. The bottom line is that neither the service nor the experience is what I would expect from a Hilton property, let alone a Waldorf - they fall way short - no one wanted to help or go above and beyond. We travel a lot as a family and for business, so we have reasonable expectations, which we adjusted for COVID, even so, it was beyond disappointing. Save your money! There are plenty of other hotels nearby who will appreciate your business.