Andaz Maui REVIEW - MASTER THREAD
Sep 16, 2022, 2:34 pm
#4366
was ShootinPutin11
Join Date: Apr 2016
Location: San Francisco, CA
Programs: AA-Plat, Hyatt-Globalist, Hilton-Diamond, Marriott-Titanium, UA-Silver, DL-Silver
Posts: 131
Thanks for the perspectives on the suite vs. room at the property, it's very helpful for a future stay. I stayed at the Andaz for the first time in 2021 right after Hawaii opened again to tourists on a booking made 6 months beforehand on the hopes that tourists would be allowed by then.
I watched the base room rate balloon from ~$800/night to $2.2k+/night due to the incredible pent-up demand. Even then, for the 2-3 days directly leading up to our 5 night stay, the property was completely sold out. I was fully prepared to "just" have a base room, so I was extremely happy when we were told they had upgraded us to a 1 King Bed Ocean View room (not partial ocean view). And the view definitely lived up to its name
. I didn't ask for an upgrade at check-in, drop hints, or anything, since the hotel seemed to be legitimately sold out, and their reputation for upgrades is pretty poor. I had noted in the reservation at the time of booking that we were staying there for my partner's birthday (and her driver's license backed that up), but that was it.
I don't know if we got lucky or if the hotel has a worse reputation for upgrades than it deserves, but we're planning to head back on a category 7 redemption in 2023, and I'll be thrilled if we "only" get an upgrade to an Ocean View room again. At the end of the day, with how full I expect the hotel will be, I don't feel like they owe me anything, even as a Globalist. If they had low occupancy and higher category rooms/standard suites were available, I'd feel differently.
I watched the base room rate balloon from ~$800/night to $2.2k+/night due to the incredible pent-up demand. Even then, for the 2-3 days directly leading up to our 5 night stay, the property was completely sold out. I was fully prepared to "just" have a base room, so I was extremely happy when we were told they had upgraded us to a 1 King Bed Ocean View room (not partial ocean view). And the view definitely lived up to its name
. I didn't ask for an upgrade at check-in, drop hints, or anything, since the hotel seemed to be legitimately sold out, and their reputation for upgrades is pretty poor. I had noted in the reservation at the time of booking that we were staying there for my partner's birthday (and her driver's license backed that up), but that was it.I don't know if we got lucky or if the hotel has a worse reputation for upgrades than it deserves, but we're planning to head back on a category 7 redemption in 2023, and I'll be thrilled if we "only" get an upgrade to an Ocean View room again. At the end of the day, with how full I expect the hotel will be, I don't feel like they owe me anything, even as a Globalist. If they had low occupancy and higher category rooms/standard suites were available, I'd feel differently.
Sep 24, 2022, 11:54 pm
#4367
Join Date: Mar 2015
Location: NYC/ EWR/ PHL
Programs: UA Platinum, Hilton Gold, Hyatt Discoverist, Marriott Gold, IHG Platinum
Posts: 2,211
Globalist Benefits & Spa
Can someone confirm the Globalist breakfast here (as I believe I read several years back that the Andaz Maui had made some changes to the Globalist breakfast benefit)?
Also, does a guest have access to the spa (i.e. dry sauna...) without a spa treatment? Thanks!
Also, does a guest have access to the spa (i.e. dry sauna...) without a spa treatment? Thanks!
Sep 24, 2022, 11:59 pm
#4368
Join Date: Nov 2020
Programs: WOH Globalist
Posts: 230
As another data point for the earlier discussion, I booked an awards stay and applied a TSU after I saw a suite open up availability. I emailed a week ahead to nicely ask if there’s any possibility of an ocean view suite since it’s a special occasion. Day before check in I saw that I was confirmed into an ocean view suite. I’m very grateful!
They have also changed the activity sign ups for globalist so now we can sign up ahead of time for activities that require reservation rather than waiting until check-in.
Sep 25, 2022, 12:24 am
#4369
Join Date: Mar 2015
Location: NYC/ EWR/ PHL
Programs: UA Platinum, Hilton Gold, Hyatt Discoverist, Marriott Gold, IHG Platinum
Posts: 2,211
Just finished a stay here. What do you need confirmed about breakfast? It still exists and it’s a buffet still.
As another data point for the earlier discussion, I booked an awards stay and applied a TSU after I saw a suite open up availability. I emailed a week ahead to nicely ask if there’s any possibility of an ocean view suite since it’s a special occasion. Day before check in I saw that I was confirmed into an ocean view suite. I’m very grateful!
They have also changed the activity sign ups for globalist so now we can sign up ahead of time for activities that require reservation rather than waiting until check-in.
As another data point for the earlier discussion, I booked an awards stay and applied a TSU after I saw a suite open up availability. I emailed a week ahead to nicely ask if there’s any possibility of an ocean view suite since it’s a special occasion. Day before check in I saw that I was confirmed into an ocean view suite. I’m very grateful!
They have also changed the activity sign ups for globalist so now we can sign up ahead of time for activities that require reservation rather than waiting until check-in.
Any idea if I can use the spa as a guest or if I need to book a treatment?
Sep 28, 2022, 3:28 am
#4370
Join Date: Jun 2018
Programs: Marriott Titanium Elite, Hyatt Explorist, Southwest A-List, Alaska MVP, National EE, Hertz PC
Posts: 5
Took a bug to make it right
Hyatt Explorist, points booking for an Andaz Suite. Prior to arrival, I notified both the property and Hyatt Concierge that 1) we are celebrating our anniversary and 2) we are extremely sensitive about insects after a bad experience last time so anything away from ground floor would be appreciated - as usual, they said they'll do their best to accommodate.
At check-in, we were assigned room 318 (ground floor suite in the Hema wing) - was told the only other room available was an ocean view suite on the 7th floor, which would cost us $600/night upcharge. We politely declined and begged for something that's not ground floor - even one floor up would be fine. No dice.
After arriving in the room, we received a call from the front desk offering to move us into the 7th floor room for a reduced $300/night upcharge. It was still out of our budget, so we stayed put and unpacked nervously, tried not to think too much about the possibility of insects.
That night before going to bed, a large cockroach appeared in our bathroom sink. They immediately moved us to that 7th floor ocean view suite for free.
On top of this, there were other misses such as the radio alarm (which I did not touch at all) ringing at 5:00am waking up myself and my infant child, while I frantically tried to figure out how to turn it off. Also an even larger cockroach hanging out at one of the elevator doors near the pool.
To be fair, I had a lengthy discussion with the front office manager the day after, in which she completely owned these service misses and went above and beyond to provide additional compensation - I greatly appreciated that. I understood the popularity of the property and their need to protect capacity/revenue, while she also understood how their approach to room negotiation made it feel like used car sales to me, and admitted that they delivered a subpar experience for my family. Kudos to her for making our stay better.
I'm torn on this property. It's where I honeymooned with my spouse. I would love to come back year after year, bring our growing family here, and make new memories. But their snobby attitude (they know they're a hot commodity/aspirational property*, can squeeze max revenue out of each room, therefore are very stingy even toward Hyatt elites) makes it difficult for me to return.
*On this stay, we noticed that this hot commodity among Hawaii resorts is starting to show its age - walls/furniture are cracking, paint is peeling, etc...unless a renovation is planned in the next few years, it may end up like the Grand Wailea. (honestly I have no idea why people willingly pay for GW, where the rooms are straight up dilapidated and service is nonexistent)
At check-in, we were assigned room 318 (ground floor suite in the Hema wing) - was told the only other room available was an ocean view suite on the 7th floor, which would cost us $600/night upcharge. We politely declined and begged for something that's not ground floor - even one floor up would be fine. No dice.
After arriving in the room, we received a call from the front desk offering to move us into the 7th floor room for a reduced $300/night upcharge. It was still out of our budget, so we stayed put and unpacked nervously, tried not to think too much about the possibility of insects.
That night before going to bed, a large cockroach appeared in our bathroom sink. They immediately moved us to that 7th floor ocean view suite for free.
On top of this, there were other misses such as the radio alarm (which I did not touch at all) ringing at 5:00am waking up myself and my infant child, while I frantically tried to figure out how to turn it off. Also an even larger cockroach hanging out at one of the elevator doors near the pool.
To be fair, I had a lengthy discussion with the front office manager the day after, in which she completely owned these service misses and went above and beyond to provide additional compensation - I greatly appreciated that. I understood the popularity of the property and their need to protect capacity/revenue, while she also understood how their approach to room negotiation made it feel like used car sales to me, and admitted that they delivered a subpar experience for my family. Kudos to her for making our stay better.
I'm torn on this property. It's where I honeymooned with my spouse. I would love to come back year after year, bring our growing family here, and make new memories. But their snobby attitude (they know they're a hot commodity/aspirational property*, can squeeze max revenue out of each room, therefore are very stingy even toward Hyatt elites) makes it difficult for me to return.
*On this stay, we noticed that this hot commodity among Hawaii resorts is starting to show its age - walls/furniture are cracking, paint is peeling, etc...unless a renovation is planned in the next few years, it may end up like the Grand Wailea. (honestly I have no idea why people willingly pay for GW, where the rooms are straight up dilapidated and service is nonexistent)
Sep 28, 2022, 9:09 am
#4371
Join Date: Jul 2010
Location: 718
Programs: Hyatt Globalist, Hilton Diamond, Marriott Platinum, IHG Diamond
Posts: 967
Just finished a stay here. What do you need confirmed about breakfast? It still exists and it’s a buffet still.
As another data point for the earlier discussion, I booked an awards stay and applied a TSU after I saw a suite open up availability. I emailed a week ahead to nicely ask if there’s any possibility of an ocean view suite since it’s a special occasion. Day before check in I saw that I was confirmed into an ocean view suite. I’m very grateful!
They have also changed the activity sign ups for globalist so now we can sign up ahead of time for activities that require reservation rather than waiting until check-in.
As another data point for the earlier discussion, I booked an awards stay and applied a TSU after I saw a suite open up availability. I emailed a week ahead to nicely ask if there’s any possibility of an ocean view suite since it’s a special occasion. Day before check in I saw that I was confirmed into an ocean view suite. I’m very grateful!
They have also changed the activity sign ups for globalist so now we can sign up ahead of time for activities that require reservation rather than waiting until check-in.
My wife and I had been super spoiled by this property in 2014 (they had recently opened) and they were comping everything on the breakfast menu for globalist breakfast!
Sep 28, 2022, 9:10 am
#4372
Join Date: Jul 2010
Location: 718
Programs: Hyatt Globalist, Hilton Diamond, Marriott Platinum, IHG Diamond
Posts: 967
Hyatt Explorist, points booking for an Andaz Suite. Prior to arrival, I notified both the property and Hyatt Concierge that 1) we are celebrating our anniversary and 2) we are extremely sensitive about insects after a bad experience last time so anything away from ground floor would be appreciated - as usual, they said they'll do their best to accommodate.
At check-in, we were assigned room 318 (ground floor suite in the Hema wing) - was told the only other room available was an ocean view suite on the 7th floor, which would cost us $600/night upcharge. We politely declined and begged for something that's not ground floor - even one floor up would be fine. No dice.
After arriving in the room, we received a call from the front desk offering to move us into the 7th floor room for a reduced $300/night upcharge. It was still out of our budget, so we stayed put and unpacked nervously, tried not to think too much about the possibility of insects.
That night before going to bed, a large cockroach appeared in our bathroom sink. They immediately moved us to that 7th floor ocean view suite for free.
On top of this, there were other misses such as the radio alarm (which I did not touch at all) ringing at 5:00am waking up myself and my infant child, while I frantically tried to figure out how to turn it off. Also an even larger cockroach hanging out at one of the elevator doors near the pool.
To be fair, I had a lengthy discussion with the front office manager the day after, in which she completely owned these service misses and went above and beyond to provide additional compensation - I greatly appreciated that. I understood the popularity of the property and their need to protect capacity/revenue, while she also understood how their approach to room negotiation made it feel like used car sales to me, and admitted that they delivered a subpar experience for my family. Kudos to her for making our stay better.
I'm torn on this property. It's where I honeymooned with my spouse. I would love to come back year after year, bring our growing family here, and make new memories. But their snobby attitude (they know they're a hot commodity/aspirational property*, can squeeze max revenue out of each room, therefore are very stingy even toward Hyatt elites) makes it difficult for me to return.
*On this stay, we noticed that this hot commodity among Hawaii resorts is starting to show its age - walls/furniture are cracking, paint is peeling, etc...unless a renovation is planned in the next few years, it may end up like the Grand Wailea. (honestly I have no idea why people willingly pay for GW, where the rooms are straight up dilapidated and service is nonexistent)
At check-in, we were assigned room 318 (ground floor suite in the Hema wing) - was told the only other room available was an ocean view suite on the 7th floor, which would cost us $600/night upcharge. We politely declined and begged for something that's not ground floor - even one floor up would be fine. No dice.
After arriving in the room, we received a call from the front desk offering to move us into the 7th floor room for a reduced $300/night upcharge. It was still out of our budget, so we stayed put and unpacked nervously, tried not to think too much about the possibility of insects.
That night before going to bed, a large cockroach appeared in our bathroom sink. They immediately moved us to that 7th floor ocean view suite for free.
On top of this, there were other misses such as the radio alarm (which I did not touch at all) ringing at 5:00am waking up myself and my infant child, while I frantically tried to figure out how to turn it off. Also an even larger cockroach hanging out at one of the elevator doors near the pool.
To be fair, I had a lengthy discussion with the front office manager the day after, in which she completely owned these service misses and went above and beyond to provide additional compensation - I greatly appreciated that. I understood the popularity of the property and their need to protect capacity/revenue, while she also understood how their approach to room negotiation made it feel like used car sales to me, and admitted that they delivered a subpar experience for my family. Kudos to her for making our stay better.
I'm torn on this property. It's where I honeymooned with my spouse. I would love to come back year after year, bring our growing family here, and make new memories. But their snobby attitude (they know they're a hot commodity/aspirational property*, can squeeze max revenue out of each room, therefore are very stingy even toward Hyatt elites) makes it difficult for me to return.
*On this stay, we noticed that this hot commodity among Hawaii resorts is starting to show its age - walls/furniture are cracking, paint is peeling, etc...unless a renovation is planned in the next few years, it may end up like the Grand Wailea. (honestly I have no idea why people willingly pay for GW, where the rooms are straight up dilapidated and service is nonexistent)
Sep 28, 2022, 9:29 am
#4374
Join Date: Jul 2010
Location: 718
Programs: Hyatt Globalist, Hilton Diamond, Marriott Platinum, IHG Diamond
Posts: 967
Sep 28, 2022, 10:37 am
#4375
Join Date: Sep 2021
Posts: 307
not sure bugs are really a hotel's problem. Bugs probably think humans are problems too.
The used car salesman like tactics of offering an upgrade, letting you walk, and then cutting the price does seem quite scummy for such an upscale hotel. That absolutely sounds like a management thing as no front desk agent is going to care once you leave their desk..
The used car salesman like tactics of offering an upgrade, letting you walk, and then cutting the price does seem quite scummy for such an upscale hotel. That absolutely sounds like a management thing as no front desk agent is going to care once you leave their desk..
Sep 28, 2022, 10:59 am
#4376
Suspended
Join Date: May 2010
Posts: 2,998
regarding the globalist breakfast, are globalists just limited to the cold buffet? or are there any other limitations to the buffet breakfast? (will be going next week)
My wife and I had been super spoiled by this property in 2014 (they had recently opened) and they were comping everything on the breakfast menu for globalist breakfast!
My wife and I had been super spoiled by this property in 2014 (they had recently opened) and they were comping everything on the breakfast menu for globalist breakfast!
Sep 28, 2022, 11:43 am
#4377
Join Date: Nov 2020
Programs: WOH Globalist
Posts: 230
regarding the globalist breakfast, are globalists just limited to the cold buffet? or are there any other limitations to the buffet breakfast? (will be going next week)
My wife and I had been super spoiled by this property in 2014 (they had recently opened) and they were comping everything on the breakfast menu for globalist breakfast!
My wife and I had been super spoiled by this property in 2014 (they had recently opened) and they were comping everything on the breakfast menu for globalist breakfast!
Sep 28, 2022, 10:37 pm
#4378
FlyerTalk Evangelist
Join Date: Jul 2006
Location: Upper Sternistan
Posts: 10,041
Sep 28, 2022, 10:42 pm
#4379
Join Date: Nov 2020
Programs: WOH Globalist
Posts: 230
Sep 28, 2022, 10:43 pm
#4380
FlyerTalk Evangelist
Join Date: Jul 2006
Location: Upper Sternistan
Posts: 10,041