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-   -   Andaz Maui REVIEW - MASTER THREAD (https://www.flyertalk.com/forum/hyatt-world-hyatt/1499414-andaz-maui-review-master-thread.html)

oc2005 Apr 29, 14 8:42 am


Originally Posted by JetAway (Post 22778828)
I recently made a reservation for later this year and noticed a 21 day cancellation period together with a two night penalty. This seems rather extreme and may force me to buy travel insurance. Are these the same cancellation terms others are receiving or is it something new.

I wish the cancellation policy for my stay was still 21 day! I have 7 award nights booked over Xmas that originally had a 21 day cancellation policy, but when I called to change the reservation earlier this year, it changed the cancellation policy to now say: "Non Refundable/Full Prepayment/No Changes." I called back in to see if this was correct, and was told that is the cancellation policy over the holidays and changing a reservation changes the cancellation policy to the prevailing policy. I probably would have still changed my reservation regardless, but it would have been nice to have been informed that my new cancellation policy would be so draconian!

JetAway Apr 29, 14 9:02 am

Good grief! I can't believe their risk exposure for unfilled rooms is that great. It looks like gouging to me. They'll probably come down off their high horse after the newness of the property wears off.

azepine00 Apr 29, 14 9:08 am

I booked back to back Fairmont and andaz and both had 21 day policy.
On a positive side andaz seems to have the best award availability of all Hawaiian resorts - I wonder if the policy deters speculative bookings...

Mary2e Apr 29, 14 9:25 am

There is nowhere I want to go, even during the holidays, that would make me accept that kind of a cancellation policy.

People should vote with their feet, and tell Hyatt exactly why they're cancelling.

JetAway Apr 29, 14 9:25 am

I thought about that but I don't see how a 21 day window does that. For some reason, possibly local, they want to lock in sold inventory very early. But a hotel as popular as the Andaz shouldn't need to worry about lost sales (unless they are not as popular as we assume). FWIW-the Hyatt Regency has a one week cancellation window for the same period.

plc44 Apr 29, 14 9:30 am

Just got back from a quick stay at the Andaz and Hyatt Maui.

Booked a standard room and got an upgrade to a deluxe ocean view room as a diamond. Service was extremely attentive at check in and escorting us to our hotel room. Went down to the pool area and enjoyed the delicious lobster grilled cheese with some Maui Brewing Company Beer. Later on Saturday afternoon they had a bar competition between two bartenders by the pool and the guests were able to sample the drinks they made. We ate breakfast on Sunday morning at the Ka'ana kitchen, it was absolutely incredible. Fresh made juice bar, pancake/french toast station, again very attentive service. We toured a 4-BR villa as well and they are absolutely stunning. Overall, fantastic stay with excellent service, we will definitely be back!

vtgambler Apr 29, 14 2:30 pm

I have consecutive stays coming up at the Grand Wailea, Andaz and Fairmont. All three have a 21 day cancellation policy noted on the confirmation. Only Andaz specifies a 2-night penalty for canceling. Unfortunately this may become an issue for me as there is an illness in the family.

JetAway Apr 29, 14 3:46 pm

I really don't want to see a situation develop where travel insurance is necessary for domestic hotel stays.

RTW1 Apr 30, 14 12:59 am

But it's a global market.... and these strict cancellation policies have more to do with locations or periods that are in high-demand. It simply is property and rate dependent.

isaifan May 7, 14 2:39 pm

I have been ruined by this hotel as all my future hotel stays will be compared to this one. There is no match. We had a wonderful stay at the Andaz last week. From check-in to check-out, the stay was perfect. The physical facilities, rooms, pools were absolutely wonderful. The breakfast buffet and staff, put it over the top.

We used a suite upgrade and were put in a suite on the "south" wing (don't remember the names of the wings). This room doesn't have the weird angel/corner of the "center" building and much more quite. I would definitely request being put in one of the wings. The bed was very comfortable and the bathroom was full of amenities highlighted by a Japanese toilet ;)

As a Diamond, we had breakfast at the cafe each morning. Oh my, I'm stilll dreaming of the breakfast. Everything you can possible think of, they have. It is all of the highest quality ingredients but made very simply. The cinnamon role pancakes were amazing. We mentioned to one of the staff that we liked them, and they brought us out a huge plate every morning without asking. Also, the fresh fruits were delicious. If you ask even for a simple banana, the staff will bring you a banana presented nicely, along with a heap of other fruit for you to try. Even if we had to pay the $45 per person, it would be worth it.

All the staff we interacted with were spectacular. They all remember the little details and ask you about your day, your trip, etc. We were never told "No". They have the ability and power to make your stay even better. We asked one of the staff where we can buy beach toys for our daughter. When we returned to our room, we found some beach toys, stuffed animals, and a giant pale filled with crayons with a note to enjoy the rest of our stay. It is these small touches that make the hotel special.

This was a spectacular stay and a fabulous use of the 2 free credit card nights or cash and points. Overall, The best way I would describe this hotel is as if you were staying at your rich uncle's house and he was doing everything possible to make you happy and enjoy your stay. We will definitely try to be back.

P.S. Definitely take the full loop around the island if you are doing the Road to Hana. The difference in ecology and scenery between the North and South is mind blowing.

azepine00 May 7, 14 5:30 pm

I like the property but one has to accept certain limitations and design choices that impact comfort.
The property is relatively small in terms of outdoor space and built in vertical way - lots of stairs. Not much in terms of gardens or lush vegetation - this is almost like a very contemporary luxurious city resort.

Lots of hotel staff - probably the most I've seen in north america but it will take time to get everyone working smoothly together. Plus i am not sure how long they can maintain the cost of employing so many folks. The attitude is good and people seem to be happy to work for hip hotel.

I am not sure how sustainable many design elements are - they will have to deal with upkeep costs or face degradation. Stay there while everything is new and before cost cutting starts..

Overall I like the place and I root for it to stay the same - this is probably the closest to Asian resorts I've seen in north america. Don't know if it will last...

isaifan May 8, 14 6:25 am

Just to add, while asking using the Spa facilities, the attendant stated that they will start charging starting May 1st. Can anyone confirm if this has started?

hailstorm May 8, 14 7:22 am


Originally Posted by isaifan (Post 22830314)
Just to add, while asking using the Spa facilities, the attendant stated that they will start charging starting May 1st. Can anyone confirm if this has started?

Even for Diamonds?

texdoc May 8, 14 8:40 am


Originally Posted by isaifan (Post 22830314)
Just to add, while asking using the Spa facilities, the attendant stated that they will start charging starting May 1st. Can anyone confirm if this has started?

I'm going June/July. What Spa facilities were free and what will be charged for? I rarely use a hotel spa, but thought they all charged for massages and facials and stuff.

spgplat21 May 8, 14 10:11 am


Originally Posted by texdoc (Post 22831099)
I'm going June/July. What Spa facilities were free and what will be charged for? I rarely use a hotel spa, but thought they all charged for massages and facials and stuff.

Just access to the spa was free, not any of the spa services. So if they implement the change you would have to pay to access the spa if you didn't have a spa service booked.


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