(Freehold, New Jersey)
Jan 24, 2023
First time staying at the Kea Lani- we usually stay at the Grand Wailea, but their prices were outrageous this year so we decided to make a change. SO glad we did! Stayed in the 3BR casita ocean side. Beautiful room (no oven fyi), grill and plunge pool outside. Steps to the beach. The best part was the customer service-- unbelievable!! Fast and accommodating on any (reasonable) request. On site restaurants are amazing. Adult pool was quiet and beautiful. We will definitely be back next time we're in Maui :)
Maui at its best
(Huntington Beach, California)
Jan 23, 2023
Great location hotel and staff
The attention to any particular needs is great and the location is fabulous
The shuttle is fantastic and provides a great way to relax and not even need your car
Can’t wait to go back.
Watching whales from the shore is magical
Two decades of loyalty to this wonderful hotel but the prices are now unreasonably high
Jan 19, 2023
We have been coming to the Fairmont Kea Lani at Christmas time for two decades. Every year we find the employees to be wonderful, attentive to the guests, and incredibly pleasant. This year, we would particularly call out Ali Jeranski who runs the breakfast area, and Michael Pye, the general manager who quickly responds to guest requests and concerns. The hotel facility is lovely and well maintained. The beach area is large and beach chairs are easily available. Whale sightings from the beach this time of year are frequent. The pools (three of them, including one adult pool) are more than sufficient. This is really a nice facility.
Admittedly, when we arrived this year, we found that our rooms had been renovated – and not for the better, although clearly the intention was to upgrade the rooms. A Hawaiian theme that formerly characterized the rooms was now replaced by what appeared to be nearly African in nature. That would have been fine on the African continent, but why would they do that in Maui, Hawaii? Further, our first night there this year, we found that we could not turn off the bedside lamps without having the get out of bed and cross the room to turn off the light and then return to the bed in the dark. There was also in the living room now (as opposed to previous years) less shelf and table space on which guests could place items (a two inch deep shelf under the TV on the wall was useless and the smaller table allowed less space to work on a computer if one needed to do so). Clearly there had been no UX (user experience) testing of these changes. We also asked housekeeping, which had to clean these rooms twice a day, if they had had any input into the new room design; they had not. You would have thought that testing the new design with a sample of guests and housekeepers would have been good management practice. Instead, it appeared that some tone-deaf designer had a “great idea” about how to design the rooms with no thought given to those who actually use or maintain the rooms. (Fortunately, an appeal to the general manager brought the installation of a bedside light switch within a few days, at least for our room.)
My understanding was that Accor, which bought the Fairmont chain in 2016, undertook these renovations; local management had no input into these presumably costly changes, in these renovations that were not for the better.
I raise this because while it seems that Accor has been spending its resources poorly, it has chosen to raise its prices so high that, after two decades of coming here, we have decided that the current prices are no longer justified by what the Kea Lani has to offer. We are not the only guests or former guests to feel this way. For the first time in twenty years, we found that the hotel was not nearly as busy as it has been in the past. In fact, for the first time ever, we found that the Kea Lani was selling day passes for their pool cabanas to people who were not even staying at the hotel. In the past, the demand among overnight hotel guests for the cabanas was so high that many who wanted them could not get them. However, the current prices have decreased the number of overnight guests and concurrently the number who were willing to pay the extra fee for cabanas.
It is not that the Kea Lani now offers less. It is that Accor has raised the prices beyond what many in their target market are willing to pay. Between its apparent unwillingness to do user experience testing on the room design and its choice to charge prices beyond what many of their loyal customers are willing to pay, evidently without any price sensitivity testing, Accor has demonstrated that it has no interest in hearing the voice of the customer. This is unwise. We would have booked annually at the Kea Lani for at least another decade had Accor maintained reasonable prices but they have now forced us to look at the competition – and we have. We have found many other options both in Hawaii and in the Caribbean that offer far better value. Once you force loyal customers to look elsewhere, you are likely to lose them.
Beautiful clean resort
Jan 15, 2023
This resort is beautiful and clean with great pools, slide and swim up bar. Not sure why they put the bar in the kid friendly pool when there is an adult pool.
Great buffet breakfast included with nice staff!
Nicks Fish market in the resort is fun sitting at the bar with great food and drinks!
Beach is wonderful but a bit small. Outrigger canoe was fun to take out in the morning. We saw a couple sea turtles that swam right under the canoe. This was in January.
Beautiful sunsets! And love all the torches!
Concierge was usually busy in person but they did great reservations by texting!
Ko was hard to get into and we were not impressed for the prices.
Room with an amazing view.
Jan 12, 2023
Check in and out was really easy. The amenities were so lovely to receive when we got to the room!! What a beautiful job was done for the renovation!! everything was spotless and pristine and modern! The food was excellent with so much fresh local fruits and vegetables.
My friend has crones disease and cannot tolerate gluten and other various foods, and the Kealani Resort easily provided options that they have established for food allergies.