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Reviewed 5 January 2023 via mobile

Poor customer service and dirty rooms. Not worth the $$$.

We arrived at 3:45pm to check in. We were told the room was not available. They took my number and our family hung out near the check in area. 4pm came and went and nobody contacted me. At 4:30pm I inquired at the desk and they said the room was ready. I wrote a review on the Marriott website and the response I received from the manager Bethany was completely false. She said the room was available at 3:56 and that I should not expect the room to be ready by the 4pm time of check in. She claimed that a phone call was made and that is a complete lie! We stayed for 4 nights and spent thousands of dollars. The room was not cleaned once during the 5 days. There was trash in the hallways. For the $800 a night fee you charge this is totally unacceptable.

Room tip: Housekeeping is non existent
Date of stay: March 2022
Trip type: Travelled with family
Thank Y2811DKanneg
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Hotel Manager, Guest Services / Front Office at Residence Inn by Marriott Maui Wailea, responded to this reviewResponded 7 January 2023

Aloha Y2811DKanneg,
I sincerely apologize for the experience you have described here and would like the opportunity to look into how these breakdowns occurred. May I please ask you to reach out to the property directly by calling 808-891-7460 and asking for the manager on duty so that we may identify your reservation and assist you further? Your experience is not up to the standard we strive for, and your feedback will help us to ensure this does not reoccur again in the future. We look forward to hearing from you!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 November 2022

This hotel needs to do cleaning. The carpets are filthy. They have always played Hawaiian music which gave a great Hawaiian vibe…no more. The AC Hotel down the street plays great Hawaiian music. The free breakfast is very basic. It doesn’t ever change so if you are staying for a week it gets really tiring. We loved this hotel and always stay here when coming to Maui but this Marriott needs to step it up. For the price you pay to stay here you would think they could do better. Come on Marriott clean this place up

Date of stay: November 2022
Trip type: Travelled as a couple
Thank Jeri K
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Hotel Manager, Guest Services / Front Office at Residence Inn by Marriott Maui Wailea, responded to this reviewResponded 18 November 2022

Aloha 580jerik,
I recognize your time is valuable and appreciate the feedback you have taken the time to provide.

Maintaining a clean atmosphere within our guest rooms and common areas is important and I apologize that we did not fulfill that expectation during your visit. The concerns of the carpets have been shared with our housekeeping leaders to ensure this is an isolated incident.

My hope is the next time you are in the area, you will give us another chance to provide the guest experience we strive to deliver.

Mahalo,

RANCE ALFEREZ
Director of Services
O 808.891.7460 F 808.891.7461
Residence Inn Maui Wailea
75 Wailea Ike Drive
Wailea, Hawaii 96753
Marriott.com/HNMRI

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 November 2022

Great hotel, our room was pretty clean and cozy, we spent four nights, the breakfast was good, as always the staff at RI is so nice especially housekeeping saying Aloha in the hallways; and Toni, she is guest services agent, she was friendly at check in, she explained where to park to stay close to the room, she is Aloha ambassador in the hotel.

Room tip: Come with Aloha, be friendly with the staff, the beach is close, just walk and feel the Hawaiian vibe
Date of stay: November 2022
  • Trip type: Travelled as a couple
    • Value
    • Location
    • Service
Thank Mabelscaro
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Reviewed 23 October 2022

We paid for a 2 bedroom suite. A decent amount of space, but we have stayed in better hotels where a 1 bedroom suite had more room than this 2 bedroom. We stayed on the 2nd floor with a walkout to the turf and pool area.
While the master room seemed to have more amenities like more towels and the hairdryer, the other room did not.
Also, a set of sheets in the second bedroom looked stained with grease, and I question where they were even clean.
Kitchen was stocked well with enough of a variety of kitchen stuff, but only had 4 sets of plates, bowls, utensils, and cups. But only enough detergent to do 2 loads, which we would have been doing daily had we not gotten extra stuff from breakfast and decided to keep those in the room.
The living room had bird poop on the carpet, and the did not move the furniture to clean underneath items like the couch. There were whole Oreo cookies and other old food. I assume the hotel must spray massively for roaches since we did not see one, as they for sure would have been attracted to the rotting food, so being exposed to those chemicals is a concern of its own.

We could walk across the turf to get breakfast. Breakfast itself was ok. The options, for the most part, did not change at all for the week they were there, so that got old.
Eating in the breakfast dining area was not an option as the room was open to the outside, and there were birds everywhere. They would attack your plates of food if you left them unattended, and there was bird poop all over the floor and furniture.

The pool itself was nice. Great depth for young kids, big kids, and adults.
They could have provided more pool towels. They ran out often.
The turf area had some yard games that were great kids.
There was an area of about 5 massive grills for making your own food if you wanted.

They have a shuttle that'll take you within a mile or so. But here's the kicker, you need provide a booster or carseat for your child. That was not told to us in advance, so when we planned to leave the hotel, we couldn't. Later on, when we got a booster, we saw that you could leave it with the shuttle. Again, that was not told to us, as we assumed we'd have to lug all that junk to the beach. At 7 months pregnant, I was overwhelmed and couldn't do that on my own, like I thought I would on the days my husband was at a conference. So, basically, the hotel has terrible communication, and they should provide carseats and boosters for their guests.

Date of stay: September 2022
    • Sleep Quality
    • Rooms
    • Service
1  Thank Britton G
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
Bethany Glend, Guest Services / Front Office at Residence Inn by Marriott Maui Wailea, responded to this reviewResponded 25 October 2022

Aloha Britton G,

I recognize your time is valuable and appreciate the feedback you have taken the time to provide.
Maintaining a clean atmosphere within our guest rooms and common areas is important and I apologize that we did not fulfill that expectation during your visit. Providing the highest level of hospitality is our number one priority and I sincerely apologize for failing to meet your expectations. I have shared your feedback with the appropriate department leaders to ensure the necessary guidelines are in place and reviewed to prevent these issues from occurring in the future.

I hope you choose to stay with us again when your travels bring you back to the area.
Mahalo,
Residence Inn Leadership

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 28 September 2022 via mobile

We stayed here using points. As a Titanium Elite, we were upgraded to an ocean view studio. The hotel sits on a hill with sweeping views down to the ocean. You can walk down the hill to the shops at Wailea or up the hill to a shopping center with two very good restaurants- Pita Palace and Monkeypod. An eight minute drive takes you to quiet, crescent shaped Ulua Beach. Basic breakfast with something for everyone. Do not leave food unattended! The open air dining area attracts lots of tiny birds that will happily partake in your breakfast!

Date of stay: September 2022
Trip type: Travelled as a couple
1  Thank K4672IIalexandras
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews.
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