Andaz Maui at Wailea Resort - A Concept by Hyatt in Wailea, HI

Disappointing Experience Despite Beautiful Location We stayed at this hotel for five nights, arriving on a Friday around 11:00 AM. At check-in, the front desk told us our room was being cleaned and would be ready shortly. They mentioned that the hotel wasn’t very full that weekend. Based on this, we chose to hang around the property instead of venturing out, assuming we’d be in our room soon. We were tired from a long day of travel and didn’t bother changing out of our travel clothes. We checked in multiple times throughout the afternoon, and each time we were told, “It’s almost ready.” So we continued waiting, expecting to access the room shortly. Unfortunately, the room wasn’t ready until 4:01 PM—exactly when standard check-in begins. While we didn’t expect early check-in, the repeated comments that our room was nearly ready misled us and wasted our afternoon. Manage expectations. Clear and honest communication would have made a big difference. Simply telling us the room wouldn’t be available until closer to 4 PM would have allowed us to plan our time better. We let it go—we were happy to be in Maui. ⸻ Room Experience and Design Flaws We booked using points and have Globalist status. We were given a two-queen partial ocean view room, which is what we requested. The room design, however, left much to be desired. The bathroom had no shelf or ledge for toiletries like shampoo or conditioner—something so simple yet incredibly inconvenient. The layout was also awkward: the bathroom and closet doors conflicted with each other, and there was barely any room for luggage. To top it off, we spotted bugs in the bathroom on four out of six days. We kept the room clean and didn’t bring food inside, so this was concerning. ⸻ Noise and Service Issues Our room overlooked the restaurant and lobby area. Every night, live music played until 10:00 PM, followed by loud bar activity and staff cleanup noise until 11:00 or 11:30. While this might not bother everyone, we’re early risers, and the noise made restful sleep difficult. We notified the front desk after the first night but received no apology or proactive solution. Instead, they offered earplugs. We had to push repeatedly just to be considered for a room change. For two days, we were told there were no alternative rooms—despite the app showing room availability for our stay dates. This was frustrating and felt disingenuous. ⸻ The Failed Room Swap On Day 4, we were told, “We’re sorry, and we’ve found a solution!” A room in a different, quieter tower not near the restaurant would be ready the following day. They noted it and promised to text when it was available. The next day, after a long adventure on the Road to Hana (highly recommend!), we returned and were told our new room was ready—the same room just one floor above our current room, still overlooking the restaurant. My mom and I couldn’t help but laugh. A move eight feet upward didn’t solve the noise issue. When we explained this to the manager on duty what they had told us the day before about a room in a different tower, she seemed genuinely confused. “There’s no note about another tower,” she said. It became clear there was a lack of internal communication or us being misled. Eventually, they offered another room on the end of Day 4. It was tiny and overlooked a parking lot. At that point, we chose to stay put with 2 nights left—we didn’t want to repack and had no early activities the next day, so we decided to deal with it. ⸻ Final Thoughts I don’t know if our treatment was due to using points rather than paying cash, but the overall service was disappointing. If you’re looking for a luxurious experience with quality finishes, attentive service, and a bug-free room, I recommend staying elsewhere. Even in a quieter room, this property doesn’t meet the standards expected at this price point—especially for a Category 8 hotel. I’ve stayed at several Andaz properties (New York, Mayakoba, Costa Rica, Napa, and West Hollywood) and enjoyed them all. Sadly, the design and service in Maui fall short of the brand’s usual standard. I really don’t enjoy writing negative reviews, but I felt compelled to share my experience—especially for fellow Globalists. Lower your expectations, and know this property isn’t on par with its Andaz siblings. That said, the location itself is truly stunning, and I hope the front desk team can improve to match it. Other hotel features - Spa: we had two 60 minute massages. The spa facility itself is decent. It has a sauna steam room and Jacuzzi. The massage itself was fine. Not one of the better ones I’ve had and not one of the worst ones. I’d rate it three out of five and a nice place to relax if you like massages. Morimoto - this is their on-site Japanese restaurant. The sushi here was fresh. We got one cooked fish dish, where the fish was a little chewy and they were happy to swap it out. All the staff here were pleasant and attentive. It has a nice view for sunset I would rate the restaurant four out of five.

Take care of the trash situation around your dining options. Not cared for at all and stench was absolutely horrible. I’m not sure how guests sat and ate dinner while smelling rotting garbage around. I made sure we ate out of the hotel after the first 2 days of smelling garbage everywhere near 2 of 3 dining options

The Andaz Maui is such a unique location. With the beautiful open lobby, tiered pools, fire pits, and open lawn right on the beach. The Adult only pool is nicely tucked away to provide a quiet space to relax. The rooms are a perfect size with beds that feel like you're sleeping on clouds. Highly recommended with cultural activities, live music, games, and plenty to do at the resort for families or couples.

Beware! If you rent a car, they will NOT LET YOU PARK it yourself - they have no parking area where you can self-park. Instead they force you to valet park and then at check out hit you with a $59/day Valet fee that you never wanted in the first place. This is a forced fee and should not be allowed. Apparently other luxury hotels, like the Four Season, have also picked up on this "added" mandatory fee - only their fee is $70/day - (don't know if they allow self-park). This is all in addition to the mandatory $50 daily resort fee.

My husband and I booked this trip as our “babymoon” for some alone time before we have our first baby. We decided to book a couples massage our first full day there. I booked a prenatal massage. At the end of my massage, the therapist laid down a hot towel on my legs that immediately burned. I pulled my legs back and said that it was too hot. She removed the towel but then attempted to lay it back down and rub it around when I repeated it was too hot. She left the room and said the massage was done. My legs were immediately red and burning. I went to the locker room to rinse them with cold water and try to find someone to speak with but there was no one around. Long story short, our trip turned into a week in bed, an ER trip, urgent care trips, 2nd degree burns, excruciating pain, ultrasounds for decreased fetal movement, dermatology and surgery appointments once getting home, and missed work due to inability to stand on my legs when we first returned home. During all of this, we were pretty much unable to find a manager to speak with. The Andaz said they would call their concierge doctor and cover the cost of that but are now refusing to pay. We are now stuck with thousands of dollars in medical bills and my legs are scarred. Not to mention the medications I had to take/use while in my third trimester. This hotel is nothing but a nightmare and their customer service is even worse.