Napili Shores Maui BY OUTRIGGER has always been renowned for its breathtaking views, spectacular oceanfront setting and gracious island hospitality. The grounds are spacious and beautifully landscaped with palms trees, hibiscus, and plumeria. During the winter months, Napili Shores Maui BY OUTRIGGER offers front row seating for the magnificent humpback whales that can be seen in the waters fronting the property.
Inclusions subject to change without notice at the discretion of the property. Some restrictions may apply.
Atrocious experience - stay here if you want to sleep with roaches
(San Francisco, California)
Jul 07, 2022
My husband myself and our 2 year old recently booked a stay from June 29-July 5 at Outrigger Napili Shores and we need a 3rd night from our recent stay refunded, and I need a customer service executive from the outrigger company (not at Napili Shores) to read over our experience with this location and call me. We experienced a roach infestation in our room and upon discovering it we immediately left - there were over 20 roaches in our room. On top of that when we first checked into the room it was not clean - the bathroom was very dirty and there were lots of ants. We didn’t complain then because we didn’t want to be difficult, but the roaches were the last straw. We left at 10 pm Saturday night upon seeing the roaches, even though our hotel was booked through July 5. We had to pay for 3 nights hotel stay elsewhere. When we contacted the hotel they were unapologetic, blaming us at times saying they only saw one roach after we left and their maid saw crumbs on the floor (there probably were crumbs because we shook everything out before we left and packed in a huge rush to avoid taking any roaches with us) , had incorrect information about our check out date (Joanne argued with me basically accusing me of lying because she thought our check out date was July 4 - I had to verbatim read her the email confirming our reservation for her to go “oh it’s July 5”), and ultimately only were offering to refund us 2 nights, until I spoke to Joanne’s manager who said he would refund us 3 nights. Since that point I’ve gone back and forth with Priceline and the hotel, and now the hotel is saying they’ll only refund 2 nights because we checked out at 10 pm Saturday night (right when we saw the roaches) and not by their 11am check out time. How could we check out at 11am if we hadn’t seen the roaches yet?? I expect a phone call, a refund for the 3rd night of our stay, and an apology for this atrocious experience. The management at the hotel was rude, unapologetic, and ultimately unhelpful in resolving the issue. I’ve previously stayed at the Outrigger on the Big Island in Kona with my mom and had a great stay - this was the complete opposite experience. I would never stay with Outrigger again after what we experienced and would warn all my friends and family to avoid outrigger with the way this has been handled so far . Anyone traveling with young toddlers would understand how inconvenient, unsafe, and unhealthy this experience was and how much it disrupted our vacation.
Thank you for listening and I hope to hear from someone soon
Secluded Gem of a Resort
Jul 07, 2022
Napili shores By Outrigger is a quaint little resort with kitchenette-equipped rooms. Nice location, quiet and peaceful. Two pools one overlooking the ocean. On-site barbeque grills for cooking. Not a lot of frills, which lends to being more affordable, and nonetheless relaxing!