Grand Wailea, A Waldorf Astoria Resort

Chad’s generosity set the tone for the trip and helped make our stay unforgettable. We also had a smooth arrival, with no wait at check-in and Em taking care of us right away. My wife and I were celebrating our 20th anniversary at the Grand Wailea. Our Napua suite was spacious and beautiful, and the lounge was easy to access and well stocked. Watching the sunset from our lanai was a highlight. The property is lovely, and we had fun on the slides and lazy river. Our daughters saw the suite and pools and immediately called it their favorite hotel ever.

The place is nice, and the location works well. But the onsite prices are wild. Who’s looking for a $38 personal pan pizza? I also had major trouble with front desk management, who were slow to respond and kept getting things wrong. Most of the staff were great, though. For the same price, I’d try the four seasons next door.

Our honeymoon at Grand Wailea felt surprisingly ordinary for the price and reputation. Nobody acknowledged why we were there, even with a greeting or small gesture. Service was disappointing across the resort: staff often seemed overwhelmed or uninterested, and simple requests felt like too much to ask. At a five star property, attentive service should be standard. The crowding made it hard to relax. The pool chairs were jammed together, so we couldn’t move without bumping into people, and the atmosphere felt like a busy amusement spot instead of a Hawaiian getaway. The pools looked murky and visibly dirty. Our room was dated and bland, more like a modest property than a top-market resort. With the high cost, lackluster service, crowded spaces, unclean pools, and average room, this fell far short of the special trip we’d hoped for. There are plenty of places in Hawaii that value their guests more, and I’d encourage others to consider them.

The restaurants, pool bar service, and amenities didn’t match the quality we’ve had at similar Marriott resorts, while the prices were much higher than other Wailea resorts. They even charged for day valet parking when no other resort did. The only thing that felt five-star was the price. We paid an extra $300 a night for the Napua wing, which was supposed to include breakfast, light lunch bites, and drinks and appetizers before dinner. Instead, breakfast was like the free spread at a Holiday Inn Express, lunch meant bags of chips and granola bars, and the evening drinks were watered down. The private concierge was never available, either busy, away from the desk, or closed. I’m a Marriott Bonvoy member and had considered Hilton, but I won’t switch. Next time I’ll stay at the Four Seasons or Fairmont, for similar quality at a fraction of the cost and much better service.