What a joke of an experience
Reviewed 7 September, 2021
Hotel was nice, staff was friendly but not helpful. We reserved our hotel through Hotels.com (won't be doing that again). When we arrived we were informed that some of the upgrades we paid for were actually requests and were forced to compromise for a much lower floor/partial ocean view than we were under the impression we would be receiving for $60+ per night upgrade that we paid. We would have been on a higher floor but in a room with two full beds...again not what we were intending to pay for with the upgrade. Also, our room was infested with cockroaches. Every night when we returned to our room there were roaches coming out of the sinks, in the hot tub/bathroom, and even on the nightstands in the bedroom! We informed to hotel multiple times and their solution was to transfer us to a worse room with worse views and less privacy...We finally decided we didn't want to sacrifice our 4th-floor partial ocean view (which should have been much better to begin with) and instead the hotel informed us that they were going to be having an exterminator come to spray and clean the room. Coordinating with the hotel was a nightmare. Their solution was to have us have remain on-sight and needed to be at our hotel room within 30 minutes of their call when at some point that day the exterminator would arrive...basically don't enjoy your vacation...ruin your day so that you can be on property to help us solve a problem that you didn't create for $500+ a night...After all of that the exterminator never even ended up coming because we were told we left our privacy sign on the door despite the fact that I had given consent to enter AND spoke to multiple hotel staff (already a waste of time in and of itself). End of the day, time was wasted, nothing was resolved, and no alternatives were offered....that's how I like spending my vacations...If that wasn't enough, the very next night our electronic door broke and we had to sit in the hallway of the hotel at 11 pm while we waited for someone to come and help us...30+ minutes later we were in our hotel. The cherry on the cake here is that because we booked our package through Hotels.com, we also had a flight in our package. The flight ended up getting cancelled and we were forced to stay a night in a hotel and flew out the next day. I called Hotels.com to have them contact Kaanapali Beach Club to help us get a refund for the night that we didn't get to stay there (totally out of our control), without even mentioning any additional credits or dollars back for the horrible experience that I feel like we would have a serious case for. After being told they wouldn't accommodate and placed on hold for over an hour...the line disconnected and even with my number on file no one decided to call back. I understand that there is more than just one entity involved here but the Kaanapali Beach Club has done a horrible job of keeping promises for upgraded rooms, remedying insect infestations, and then not providing a refund for a night we missed due to an issue totally outside of our control. What this tells me is that the customer most certainly does not come first, should accept sub-par amenities, AND be prepared to pay for time not even spent at the facility. Just a complete joke and hope no one else makes these same mistakes. Best of luck, all...pictures/videos of roaches available upon request...
Things have gone downhill...
Reviewed 5 September, 2021
My husband and I stayed here 15 years ago and while not a fancy resort it was very nice. Not so now...there is no beach just sandbags, very few umbrellas and they are stuck in the cement so cannot be moved for shade. The lounges do not have pads and are very uncomfortable. The whole place looks sad with very few plants or flowers just a lot of cement and poorly decorated open spaces. On the positive side, our unit, 1230, had a lovely scenic view of the mountains, was spacious and seemed updated with a well equipped kitchen. Also, service for things for the unit was efficient and pleasant. if you are on a budget and can get this as a timeshare trade it might be worth it.
Reviewed 24 August, 2021
We just had dinner at the beach club restaurant. The service and food were very good. Our waiter Jordan Taylor was excellent. We made reservations a few days before and confirmed it yesterday. When we arrived there were several available tables but the host Nethen Mau gave us a table near the window and soon we realized it was very sunny and hot. we asked to be moved to one of the other available tables but he refused to do that. when we left an hour later none of the available tables were used. Not very happy with Nathen's lack of cooperation and customer service. We won't go there again.
Reviewed 18 August, 2021
I am so pleased to have chosen to stay at Kaanapali Beach Club for my week-long stay on Maui. I loved the open concept lobby and the Hawaiian touches on the the furniture, flooring and overall decor. Our room was a 1 BR suite and it was very big. IT seems to have been recently updated with new furniture which was comfortable and contemporary. The pull out sofa was comfortable, though if it was a bit thicker it would have provided more comfort. The bathroom is huge, and the two sink areas really help when you have multiple people trying to get ready at the same time. The balcony was a nice place to enjoy the quiet or take in the sights. I, sadly, did not have an ocean view room, but I can only imagine that watching the sunsets from the balcony is breathtaking. This resort offers 8 BBQ grills. Each grill is gasso you don't have to worry about buyin charcoal. We grilled two nights and our steaks were perfect. I saw families grilling pineapples, shish-ba-bobs and pork. The pool area is massive and we were able to find a seat everyday at different times in the day. The hot tubs and waterfall grotto just add to the experience and really enhance this area. I did see an attendant come around to clean the chairs every so often, but I also saw that many people left their drink cups and other food items under the chairs without discarding them which was rude and classless. Quite a few people take their drinks in the pool and I even saw a woman prop her cheeseburger and fries on her tube and eat it while in the pool. I really think Kaanapali Beach Club should monitor things like this and tell people that drinks (and food) are not permitted in the pool. The lower lobby is a great area to relax, go into the parking garage or visit the activity center. There were many offerings in the activity center, though I don't know if people actual participated, as these activities were not advertised in any way. Maybe covid put the kabosh on pool and indoor activities.?? The mini golf was a huge hit! We played three times. Most of the time we were up there with only another family or two. The hotel beach was very nice, but rocky in some areas. The ocean was warm and enjoyable each day that we went in. All in all, we had a great stay at this resort. I think they can enhance guest enjoyment by having a pool attendant monitor the pool, advertise the fun activities they offer and play some pool games. If I ever come back to Maui, I would definitely stay this report again. Oh and the $30 resort fee per night includes use of the gym, pool and spas and free parking. This was a decently priced fee for what you get.
Kids love the pool!
Reviewed 31 July, 2021
KBC has nice rooms, but the pool is the star attraction. Go early on the morning for fewer people so you can get lots of turns on the water slide. Plenty of lounge chairs and umbrellas. Location is convenient to a grocery and restaurants across the street.