TripAdvisor Traveler Rating

I don't get why people gave this hotel such a high rating...maybe we were treated differently because we look different? (We are Southeast Asians). Anyways, we had a terrible experience at this hotel. We tried checking in on 9/3, but were told that our reservation was cancelled. There was no advanced notice at all, in fact, we called the hotel 2 weeks before to confirm the reservation will still be honored despite the Maui wild fire. We got a very firm confirmation from their staff that it WILL be. This would all have been OK, since we understand the Maui fire was disruptive to lots of people's lives, and one of the motivations of keeping our trip plan was to support Maui's local business. HOWEVER, the front desk was not apologetic about LYING to us at all! She kept asking which number we called to check on the reservation, how come we didn't know the reservation was cancelled and she even made fun of us by asking "Where did you come from? You didn't know about the fire? hahaha", as if we are from Mars and the fire was a funny thing. As if that's not enough, the front desk staff (three young ladies), tried to put us in an overpriced hotel across the island. After I expressed anger toward their unapologetic attitude, the staff gave us a very brief and fake apology, and started making phone calls to local hotels. The hotel she recommended to us quoted us a price that's at least $50 over what we'd get online. Additionally, the staff said "well, they might be expensive because you are booking last minute". Yes, if we were told our reservation was cancelled 2 weeks ago, when we called to check in, OF COURSE we'd get a better price. Not surprisingly, this unapologetic and rude group of staff refused to reimburse us for any difference between the hotel price. 9/3 was the start of our Hawaii vacation, and now that our vacation has ended, I can say for sure that most Hawaiians are nice, BUT NOT this hotel's staff. This experience was, in fact, the most INSULTING I've ever had anywhere in the world. I still remember those three front desk ladies' disgusting faces and one of their names is Ke'ena. Oh and you know what? The hotel claimed that they have refunded us the fee, but till this day (over 2 weeks later), we have not received any refund on our credit card. We are disputing the charges and will seek legal recovery of any economic and emotional losses we experienced.

MADE RESERVATIONS IN APRIL WHILE STILL BEING MANAGED BY THE KAANAPALI BEACH HOTEL. OUTRIGGER RESORTS TOOK OVER THIS RESORT AND HAS RUINED THE EXPERIENCE. WE CANCELLED OUR OCTOBER RESERVATIONS DUE TO THE MAUI WILDFIRES AND HAVE YET TO GET OUR REFUND. FIRST REQUESTED BACK ON AUGUST 14TH AND WERE TOLD TO WATCH OUR CREDIT CARD. TWO ADDITIONAL PHONE CALLS AND A MONTH LATER AND STILL NO REFUND. WE WERE WORRIED THAT A BIG RESORT WOULD RUIN THIS GEM ON MAUI AND THEY HAVE. RUN AWAY!

Our stay at this hotel would have been disastrous if we didn’t ask to change our rooms (king room with ocean view in the unrenovated building) to premium rooms with partial ocean view. Honestly, those rooms in the unrenovated building were so old, they were definitely not worth the price. They looked like motel rooms dating from the 70s! We had to pay $140 more per night per room for the premium rooms. Not saying those rooms were worth the price but it was just to avoid the inconvenience of looking for another hotel to stay. We were also one of the unfortunate lots who were there when they changed management so no F&B was open. Hence, we barely spent any time at the hotel. Also the pool was small and murky, the beach was nice but the prices of renting sun chairs and umbrellas ( sold separately) were ridiculous! 1 positive point was the location, which was calm and quiet, and a short walk away to the Whalers village.

Half of my hotel stay was a 5/5 but it was bought by new owners for the other. I booked this hotel stay because it was the only privately owned hotel I could find in Maui. There was so much attention paid to honouring and celebrating Hawaiian culture, from the food to the amazing cultural centre. All staff was friendly and I had an incredible experience with the cultural centre staff who were always happy to answer any questions I had and share their own personal experiences. My farewell lei ceremony was a moment I'll never forget. I had a great Hawaiian meal at Hui Hui and halfway through my stay the hotel was abruptly bought and rebranded to Outrigger. Hui Hui is now going to be "Maui Brewing Co" and I can only hope that the new owner preserves what makes this place special - the cultural centre, the staff, and honouring/celebrating Hawaiian culture.

New name, new processes, wonderful tradition – great staff. Been going to this place 12 times over 20 years. Just awesome! Almost the second you arrive – you know you are in Hawaii and are starting to soak in the spirit of Aloha. There are updated rooms – go for the traditional style – it makes that time to feel you are on vacation far quicker and you’ll also save some $$$$. The garden area is massive – no competition at all to grab a chair under the shade of the frangipanis. The staff here also make you feel you are staying with family…….. or Elvis at his best! Don’t get worried about the age – its an old property but really well maintained. Outrigger now have taken over – hopefully bring the best from the Kaanapali Beach Hotel together with what Outrigger