Mauna Lani Point

Andrew Geer, the Mauna Lani Point Executive House Keeper, rescued our vacation with great professionalism and charm. After a long trip from New Mexico, we were told by Office Manager Lei that the gorgeous unit we’d stayed in last May wasn’t available because of plumbing issues, with no idea when it would be fixed. Lei said another unit of equal status was available, but it was tiny, awkwardly laid out, and had no charm. It did have an ocean view, but that wasn’t important to us, especially since it would disappear after dark. We’ve been coming to Mauna Lani for 20 years and have stayed at all the prime VRBO resorts. We thought we’d finally found the unit we wanted to return to twice a year, and trusted we’d be looked after professionally. Instead, we were driven to another unit and asked to wait in the van while an office staff member checked if it was ready to view. After ten minutes, they came back and said it wasn’t an option after all. We were told we’d be returned to the office for a refund. With low occupancy at this large resort, we were dumbfounded. Back at the office, Lei started processing the $7,500 refund for ten days in the original unit, then handed things to Mark, a very nice staff member. My friend watched while he was briefed on the situation Lei was stepping away from. I was outside frantically calling The Fairmont Orchid and The Auberge. When Andrew arrived, he asked my friend to step outside for a talk. I got off the phone, having decided we’d drive to the two hotels and see if we could get reasonable rates since nobody in reservations was answering, and joined them. Andrew said he had a beautiful unit to show us, so we went to see it. It was lovely, with a golf-course view, and we were happy and grateful to take it. We thanked him. He saved the situation and our vacation.

Oli was so sweet, and the staff were friendly. The landscaping and food were great. We’d come back.

Both units we rented were clean and comfortable: one had 1 bed and 1.5 baths, the other 2 beds and 2.5 baths. The property was wonderful, and the pool was great, usually with hardly anyone else around. The beach club was perfect, with lounge chairs and trees for shade. The restaurant was pricey, but convenient and very good. We’ll definitely stay again.

Marvallee and the team gave excellent service, which is why I’m adding an extra star. The grounds and facilities outside the condo were beautiful, with immaculate landscaping, and we appreciated having access to the private beach club at Mauna Lani. The bedroom bed and pillows were comfortable, the bathroom was spacious, and the condo was otherwise well maintained. The pool and hot tub areas were nicely done, with separate grills and a dining space. But the condo itself was outdated. The old couches had no life left in the cushions, and the awful pull-out bed gave my kids backaches. The kitchen looked like it hadn’t been updated in 20 years and NOTHING LIKE THE PICTURES ON THE HYATT SITE during booking. For a $1000 a night room, that felt unfair and deceptive. To me, Hyatt intentionally misrepresented the property, and we wouldn’t have booked if the pictures had shown it honestly. We didn’t call Hyatt customer care to move us only because the staff were friendly and the campus was lovely. It felt like a bait n switch and oversell, a very poor experience and bad policy from our favorite hotel chain.