[ARCHIVE to 2019] Grand Wailea, A Waldorf Astoria Resort {US-HI}
Jan 9, 2018, 2:50 pm
#2176
Join Date: Jan 2010
Location: Boston, MA
Programs: DL Diamond, HHonors Diamond, National Executive Elite
Posts: 2,363
Managed to score a BRG rate under $300 a night for a Garden view in October. Concerned about some of the reviews but assuming most of those come from people who are paying a lot more and justifiably have high expectations. Any comments on the current condition of the rooms? Thanks.
Jan 9, 2018, 4:08 pm
#2177
Join Date: May 2005
Posts: 4,872
The hotel just finished "refreshing" all guestrooms last year, and though I still find the decor a bit underwhelming for a luxury hotel, the rooms don't lack any modern amenity. Grand Wailea's primary attractions are its grounds and location, not the guestrooms or service.
Jan 9, 2018, 6:32 pm
#2178
formerly sahiljain22
Join Date: Apr 2011
Location: BOS;NYC;YVR;YYZ;DEL;BOM
Programs: Amex Plat; HH Diamond; SPG Plat; Hyatt Diamond; United 1K; National EE; HSBC Premier
Posts: 532
Was just there the 13th-19th of December. My experience was 180 degrees different than yours for all but the last 2 points. My stay was great. Upgraded from the Terrace room to an Ocean View. Used points at 79K per night for 6 nights. All service was excellent. And dinner at Humuhumu was fantastic with an awesome table. Didn't try for any cabanas or lounge chairs so can't really comment other than there were always a couple of each available during our walks. Spa Grande was fantastic for my wife's Escape package and my pedicure. So I was very pleased.
You probably were not upgraded, even though Diamond, because you booked so late. LIFO. A diamond who has held that reservation for 11 months, IMHO, should be the one upgraded.
My mindset was that I'd be perfectly happy with the Terrace/parking lot view I booked on points, so when we were upgraded to "only" garden view we were very happy.
I hope you addressed your room issues immediately (no toiletries, hairs) sounds like housekeeping did a very quick/shoddy job. If you call it to their attention I'm sure they would improve considerably.
Our experience was also very different because we went off season (Sept.) and were able to negotiate a great cabana for a good price.
Was the pool not great to you for some reason? I just loved the lazy river, I went round and round and round and...
My mindset was that I'd be perfectly happy with the Terrace/parking lot view I booked on points, so when we were upgraded to "only" garden view we were very happy.
I hope you addressed your room issues immediately (no toiletries, hairs) sounds like housekeeping did a very quick/shoddy job. If you call it to their attention I'm sure they would improve considerably.
Our experience was also very different because we went off season (Sept.) and were able to negotiate a great cabana for a good price.
Was the pool not great to you for some reason? I just loved the lazy river, I went round and round and round and...
I am not sure what you expect. You book a hotel in Hawaii at the absolute busiest time of the year and then complain that you can't get adjoining rooms, you have a partial view of a parking lot and some other people who had reservations for months beat you to reserving cabanas and food at Humu? Am I reading this right? Guess why the hotel can charge $1000 per night for low end rooms this time of year......THEY ARE SLAMMED. This means people who planned their trips out in December and January of last year beat you to all of those things.
I will concede they should have clean rooms, with no hair in tub and Wailea does suffer from not having at least a Diamond check in line but the other stuff is just hard to read the complaints about
I will concede they should have clean rooms, with no hair in tub and Wailea does suffer from not having at least a Diamond check in line but the other stuff is just hard to read the complaints about
In fairness to the person posting, other than the cabanas, it didn't read as a complaint to me. More a series of observations. I think it's pretty much accepted that you won't get an upgrade at most resort hotels at this time of year, but it does seem that other aspects of the level of service expected from this property were poor. I do agree that the cabana thing is quite annoying, but I also find them over-priced anyway. However, if they're selling out the hotel obviously knows its market well.
I do love the GW, but I'd say it's WA based on location only. I wouldn't rate it as WA based on accommodation or service. Definitely a hotel I love going back to, but I don't quite agree with the brand position.
Jan 9, 2018, 6:53 pm
#2179
Join Date: Mar 2009
Location: PHX
Programs: HHonors Lifetime Diamond, UA Million Miler Gold, Marriott Platinum
Posts: 1,142
No mine was 27-30th Dec, so probably much more busy, if not full house.
The pool and beach were excellent, I have no "complaints" overall too but I didn't feel it overall matched up to what they were asking $$-wise.
You are correct about expectations and who should get priority. But let me ask you this in return, if you paid last minute for a hotel in $$, would you be satisfied to not get an "expected" service? At one point, I was very close to paying $1200 for the only terrace room open in inventory. If anything, I would have assumed that it got me the cabana rather than someone who booked 11 months ago and paid a much less price. In my opinion, hotels like these charge for an experience, and that should stay consistent. If a hotel can't provide a service, then just make it clear like they do when the pools or elevators don't work.
Agreed, not complaining. Just posting. I would have still given this property a 3.5 or 4 star.
The pool and beach were excellent, I have no "complaints" overall too but I didn't feel it overall matched up to what they were asking $$-wise.
You are correct about expectations and who should get priority. But let me ask you this in return, if you paid last minute for a hotel in $$, would you be satisfied to not get an "expected" service? At one point, I was very close to paying $1200 for the only terrace room open in inventory. If anything, I would have assumed that it got me the cabana rather than someone who booked 11 months ago and paid a much less price. In my opinion, hotels like these charge for an experience, and that should stay consistent. If a hotel can't provide a service, then just make it clear like they do when the pools or elevators don't work.
Agreed, not complaining. Just posting. I would have still given this property a 3.5 or 4 star.
You are not owed anything
Jan 10, 2018, 7:36 am
#2181
Join Date: Nov 2010
Location: No. California
Programs: UA MP HH LTD
Posts: 2,041
You are correct about expectations and who should get priority. But let me ask you this in return, if you paid last minute for a hotel in $$, would you be satisfied to not get an "expected" service? At one point, I was very close to paying $1200 for the only terrace room open in inventory. If anything, I would have assumed that it got me the cabana rather than someone who booked 11 months ago and paid a much less price. In my opinion, hotels like these charge for an experience, and that should stay consistent. If a hotel can't provide a service, then just make it clear like they do when the pools or elevators don't work.
Agreed, not complaining. Just posting. I would have still given this property a 3.5 or 4 star.
Agreed, not complaining. Just posting. I would have still given this property a 3.5 or 4 star.
Something else you don't know- that cabana has pre-set rates. High season, the rate almost doubles. As I recall, the standard cabanas are $350 in normal season, $600 in high season.
All I can say is WOW!
Jan 10, 2018, 8:09 am
#2182
Join Date: Mar 2009
Location: PHX
Programs: HHonors Lifetime Diamond, UA Million Miler Gold, Marriott Platinum
Posts: 1,142
I have stayed there more than 15 times. From that number you can see that I enjoy my stays. I would say it is a nice location. I would say it has nice grounds but it is a mediocre property when you compare cost to other properties at the same price range. Service is average at best but again I know that going in.
Jan 10, 2018, 8:10 am
#2183
Join Date: Mar 2009
Location: PHX
Programs: HHonors Lifetime Diamond, UA Million Miler Gold, Marriott Platinum
Posts: 1,142
Wow! The cabana rental has nothing to do with what you paid for your room, or when you booked it. The cabana is booked on a first come first service basis. Just how do you propose to tell that person who booked that cabana X months ago, that this other, last minute, self important booker, gets your cabana, and you are SOL? Is the "experience" you expect based on pushing people around based on the rate you paid for your room? Does that person who booked the cabana X months ago have a right to expect a lower level "experience"?
Something else you don't know- that cabana has pre-set rates. High season, the rate almost doubles. As I recall, the standard cabanas are $350 in normal season, $600 in high season.
All I can say is WOW!
Something else you don't know- that cabana has pre-set rates. High season, the rate almost doubles. As I recall, the standard cabanas are $350 in normal season, $600 in high season.
All I can say is WOW!
Jan 10, 2018, 9:19 am
#2184
Used to be MBS PremExec
Join Date: Sep 2000
Location: Saginaw, MI (MBS)
Programs: UA 1K 1.9MM, Marriott Titanium w/Lifetime Plat, Hilton LIfetime ♢, National Exec, Amex Plat
Posts: 5,722
Regarding breakfast now being included at W-A for Hilton Gold And Diamond members...
Would love an update from any 2018 guests with Diamond status as to what the hotel is providing!
Would love an update from any 2018 guests with Diamond status as to what the hotel is providing!
Jan 10, 2018, 10:20 am
#2185
Join Date: Jan 2010
Location: Boston, MA
Programs: DL Diamond, HHonors Diamond, National Executive Elite
Posts: 2,363
Jan 10, 2018, 11:05 am
#2186
Used to be MBS PremExec
Join Date: Sep 2000
Location: Saginaw, MI (MBS)
Programs: UA 1K 1.9MM, Marriott Titanium w/Lifetime Plat, Hilton LIfetime ♢, National Exec, Amex Plat
Posts: 5,722
A recent post in the dedicated WA breakfast thread indicates 2 x $15 vouchers for Cafe Kula per day.
How underwhelming.
Jan 10, 2018, 1:47 pm
#2187
Join Date: Mar 2009
Location: PHX
Programs: HHonors Lifetime Diamond, UA Million Miler Gold, Marriott Platinum
Posts: 1,142
Jan 11, 2018, 2:07 pm
#2188
Join Date: Jun 2001
Location: West Michigan
Programs: DL, UA, AA, B6, BA (airline status-free leisure traveler), Hilton Diamond
Posts: 1,963
Jan 11, 2018, 5:41 pm
#2189
Join Date: Dec 2003
Location: Redondo Beach, CA USA
Programs: UA 1KMM, Bonvoy LTE+A, HH D, Nat'l EE, Hertz Plat, Avis PC
Posts: 3,713
Interesting. Is Blackstone known for reinvesting in hotel properties, or letting them languish while they try to suck every penny of revenue they can?
Jan 11, 2018, 7:34 pm
#2190
Join Date: Nov 1999
Location: SoCal; DO-RAGS: Old Gold tagged, PIP, LatPass 1/2, AA 4MM, HH LT Diamond, Marriott Titanium/LT Plat, Omni
Posts: 9,180