TripAdvisor Traveler Rating

My husband, son and I recently stayed at Maui Kaanapali Villas June 29-July 8. We booked a 1 bedroom oceanside unit directly through the Aston site. Our extended family also had 4 units-all 1-2 bedroom oceanside units booked. Three days before arriving I received a call that the unit we booked was unavailable due to construction. They said they would move us to a 2 bedroom unit at no additional charge. We accepted this even though it was extremely disappointing as we were not near the rest of our family and did not even have an ocean view. When we arrived we called the front desk as upon entering there were a few roaches in our room. They sent someone in to spray and said wait 24 hours. Upon returning to our room following dinner on June 30 our room was INFESTED with roaches. There were a minimum of 20 roaches present! I went to the front desk and she basically told me “sorry, I do not have any units available that size and the manager is gone-I will have the manager call you first thing in the morning”. So we slept with all the lights on…and waited for the manager to call the next day. As of 8:30 the next morning the manager had not called and I again went to the front desk. Joe was very kind and said she got in around 9:00 and he would start looking for a solution. He sent 2 people to our room to “inspect” the situation. They found dozens of living cockroaches in the dishwasher, drawers, under the fridge, etc. They told me they would continue to work on a solution but were overbooked in several categories of rooms. Fast forward to noon that day and we still have not heard from the manager…I went to the front desk again and was told she had been on a video call all day. I told them this is completely unacceptable as we have now been in a roach infested room for days-after already being moved from what we booked to start with. The woman at the front was extremely rude and told me I could go check out another unit. She had me look at a 1 bedroom in the tower with no balcony which was not acceptable to us. She offered no resolution and again we have still not heard from manager. At this point my husband goes to the lobby and demands to see the manager. She takes him to tour several rooms and we decide on the unit next door. She was very helpful once she made herself available. She said she was not informed of the severity of the situation. I am not sure what version of events is true but this shows very poor communication! We still were not offered any refund…we were moved twice and had to pack/unpack in the middle of our trip on top of replacing hundreds of dollars in groceries that had roaches in them! I have emailed Aston twice and waited over a week for some resolution before posting this review…

Everything was so wonderful, only opportunity for improvement was the bed had a slope in it ,so i slept upside down, but still slept great, thanks for the excellent experience

Staff is great, make sure you get a larger room away form generator, it runs all day and night and is very loud!

Wonderful place to stay. Amazing view from the walkways to the beach. On site cafe was amazing and beautiful pools!

We had to change our hotel 3 days before travel because our previous one couldn’t provide all the services offered because some issues. And definitely this was the best choice we made taking Maui KAANAPALI villas for our vacations. We were very happy there. Thank you