- What's Included
Booked through Costco Travel & Stayed Here from 09/26/16 to 10/01/16 with my husband & senior citizen parents.The booking process with Costco was painless and the customer service was great. My problem with the terrible service is with the front desk staff. My experience seems to mirror those of Likes2Travel2012 and Louis from Folsom, CA. I wasn't going to write a review about this place but after reading Likes2Travel2012's review - I felt as if I should say something. We had the same horrible experience with MELISSA. I almost let her ruin our $10K+ vacation with her bad attitude. Why did you choose to work in the hospitality industry & then act like you dislike people? More importantly, why does Kapalua Villas choose to employ somebody with this type of attitude to greet their customers at the front desk?My husband & I planned our Hawaiian vacation for a year and a half and wanted to pull out all the stops for my senior citizen parents. Kapalua Villas was our first destination and it almost ruined it for us for the rest of the trip. After traveling 8+ hours to get to Hawaii & then spending another 5 hours going back & forth between Costco & Kapalua Villas, we finally just decided to throw our hands up & enjoy the trip. The Costco representative also told me Melissa was very rude to her when she tried to have a conversation with her. CONS.1. We paid extra for a "GOLD STAR" room. There wasn't anything "GOLD STAR" about the room. It didn't look anything at all like the "GOLD STAR" rooms they advertised online. I'm pretty sure they ran out of rooms and just gave us a regular room and told us it was "GOLD STAR"2. Beware of what they mean by TWO BEDROOM. We paid a premium for TWO BEDROOMS. Unfortunately, what we got was a wide open loft with a king bed and another bedroom with two twin beds. This is not a two bedroom unit - this is a 1BR/1LOFT unit.3. Air conditioning - it was on full blast but it was hot and humid in the room. In order for the room to be bearable at night, we had to blast all the ceiling fans.4. The rooms were not cleaned well at all. There was the previous renters' hair all over the place. In the bed, on the pillows, on the towels, on the bathroom floors. The sheets and towels have definitely seen better days. I normally would be okay with this except for the fact that we paid a lot of money to stay here & we paid a large cleaning fee per day - $220 per day is a lot of money to spend cleaning a day & not being able to keep it clean. The couches were sticky, smelly, and dirty so we were afraid to sit on them.5. Outdated amenities & it may not seem like a big deal but it just added to the aggravation. None of the remotes to the electronics worked correctly. PROS. 1. LOCATION. You are right next to the beautiful Montage hotel & the Ritz Carlton, 10 minutes from Ka'anapali, 10-15 minutes from downtown Lahaina but in Kapalua you feel as if you are far away from all the busy tourists. 2. VIEW. You can't beat the view & the area is so tranquil it. Be sure to take advantage of the beautiful walking trail daily on the property. Try to walk the whole trail one day to make a nice small loop around neighboring properties.3. FREE SHUTTLE. It's quick & takes you to the Kapalua Bay Beach or to some restaurants. (I guess it's not really free, it's built into your resort fee).4. HUGE LANAI. Great & beautiful memories were made eating meals together as a family on the lanai & enjoying the beautiful view.5. FULL KITCHEN. Meals get expensive in Hawaii so it was nice to cook breakfast & lunch together. There's a nice little store near there if you need anything.In conclusion, we love the location so much that we would actually consider staying here again. Next time, I will just need to know which villa we will be in & I would definitely request current photos.
THE STAFF ARE RUDE. DAO (red head, old and tired looking). Don't know your name since you didn't wear a name tag, and you too MELISSA. Especially you too MELISSA. Not a happy camper. Turn that frown upside down. Word of advice to anyone that stays here, don't ask the staff at the front desk a question. The impression I took away was just be happy with what you get even if you aren't. And so sorry for any inconvenience I may have caused either of you asking each of you a few questions about booking a place and trying to get the villa that you prefer.In the old days you were greeted at Kapalua Villas with Maholo's and smiles. Would it hurt either of you to try smiling. If you hate your job, quit! Go do something else.After coming here as long as we have you'd think that they'd be more accommodating. We've come here every year since 2010, sometimes twice and usually two-weeks at a time. Our parents have come here too. The past couple times have been a big disappointment. We were hoping that things would get better, but they haven't. We have a bunch of favorite Villas we like staying in but there is always an excuse why we can't stay in the ones we want, i.e. It's occupied, under construction, etc. We've gone from staying in some of the nicest located Villas (ocean front) to the worst one all the way at the very end. Last time they put us in a villa (all the way on the other end) so far back that you could barely see the ocean and we had a lovely view of a power box surrounded by trees. This time it's the fence and shrubs (see pic). I pay the extra for the oceanfront. The view is a big disappointment. The 19 building and the 30's suck. If view is what your hoping for you'll get hosed staying in these.And view and location is what we want. It certainly isn't the tired old run down decor of these units that are in need of a Reno. The villa were in is hot during the day. The AC doesn't do a good job cooling the place. Owner left a note don't go below 70 F. Thanks !!! The bath tub drain is broken so I must use a butter knife to pop up the plug so I can get rid of the water. Classy !!!Thanks for the warmth Kapalua Villas. You used to get a pineapple and a welcome note in your villa. Not anymore. You used to get access to the fitness facility, not anymore. Since nobody seems to care, we'll complete the rest of our vacation here (after all Maui is amazing), we'll just try not to be to much of a burden to Kapalua Villas and clearly not that you care we just won't come back.MaholoPS maybe the owner could use a portion of the $5g I l'll pay in fees to repair the drain plug in the bathtub and let the guests bring the AC down to 69 F.Double Maholo
Kapalua has so much to offer for those seeking a high end resort getaway. At the same time, it is located within a 10 minute drive of Ka'anapali and 15 minutes to downtown Lahaina. In Kapalua there are world class beaches, golf courses and trails for a relaxing walk or a more adventurous hike. The Villas are one or two bedroom configuration and are usually privately owned, so the decor and furnishings are usually unique to the owners taste and style. Your experience in one villa might differ significantly from another villa, so ask questions and request recent photos.
My wife and I recently stayed at the Kapalua Golf Villas from May 17-22. Our experience was one of disappointment and surprise at what happened during our stay.Upon arrival to the Kapalua Villas, we asked the employee at the Front desk, Darrin, if there were any rooms available that we could pay for an upgrade. He gave it a cursory look and told us, “no, there are no rooms available for you to upgrade.” We were disappointed, but we got our keys and went to the room he assigned to us. Immediately upon walking inside the room, we knew that something was very wrong. • The air conditioning was on, but it was 80 degrees in the room and the Air conditioner did not seem to lower the temperature at all. • The refrigerator was extremely dirty, the handle was sticky and a dark color. It looked like it had not been cleaned in a long, long time. • The furniture was heavily worn. • The entire floor was very dirty. • The light switch plates were also dirty. • The kitchen counter had not been cleaned.• I opened the sliding glass door and barely touched the screen door and it fell off its hinges. The slider and screen doors had seen better days….It appeared to me as if this room had been completely neglected or was so highly rented that it was on its last legs.We immediately called the front desk and asked Darrin to put us through to the Manager. We were left on hold for 10 minutes and I finally hung up. I called back right away and the phone was answered by Romel, the Manager. I explained in great detail that we needed help in acquiring another room. My wife was at her wits end and was on her way to putting our luggage back in our rental car and threatening to go back to the airport and going home. Needless to say, this added stress to the day that was overwhelming and not what I hoped would happen when we booked our trip 6 months ago. Romel was able to find us a “Gold Star” room that had been refurbished and was in much better condition. This was the same quality of room we expected when booking the room as we had something very similar the last time we stayed at the Kapalua Villas. There was an additional $30/night charge for this room. I get that the hotel has to make money, but when it is clear they assigned a room that was in disrepair, forcing us to pay more money to compensate for the room we were given to make up for the bad one seems unnecessary. I do find it a little strange that Romel was able to find a room for us to move to that was better when 45 minutes before Darrin was unable to do the same. It felt to me at the time that Darrin could not be bothered with helping us. Another strange thing occurred when we were taken to the new room by a shuttle. The driver told us he had to get back to show some guests 3 different rooms for them to look at….really? I hope we not getting the run around when there were lots of room available and we were told there were not.As I said earlier, the 2nd room was wonderful and made us very happy. Unfortunately, on Saturday night, a family of 5 came to stay in the room above us. They were ridiculously loud and did not care who they were disturbing. We let it go until it started over again at 7am. The three children were racing up and down the rooms and opening and closing the sliding glass doors in some kind of a game for 2 hours. When we could not take it anymore, we called the front desk and they sent security over to see what was going on. We explained the situation to security, he took some notes, and at that time the family was leaving to go somewhere. The wife said she was sorry and that they did not know anybody was below them. She should have treated the other guests with the common courtesy to give them an environment of peace and quiet. She then got an attitude with the security guard and me when we started talking to her. Later that afternoon, they returned and the running stopped, but the incessant opening and closing of the sliding glass continued. At this point we gave up. Our trip had been impacted again and we waited out the noise storm until we left Monday morning.When we checked out, I spoke to Darrin about the continued noise being made by the people above us and he just passed it off as something he didn’t consider as important. He did not have any empathy for the rough times we had experienced at the Kapalua Villas. It made me feel undervalued and unappreciated. The Kapalua Villas used to be known for their great customer service, now, I am afraid they are building a reputation of lowering quality and poor customer service.
Two couples shared a 2 bedroom villa with two bathrooms and a view over the golf course for 5 nights. There was everything we needed in the fully equipped apartment and plenty of space for two couples. Huge bedrooms and bathrooms, washing machine and dryer, full kitchen etc. The resort had everything we required, a choice of restaurants, grocery store, free shuttle service throughout the resort and a lovely quiet atmosphere perfect for relaxing and getting away from it all. One thing though, if you wish to travel around the island there are no bus services from the resort so taxi or rental vehicles would be required.
Vacations packages include round-trip flights, accommodations, round-trip transfers (unless outlined below) to and from the hotel, and tourist cards (if required, unless outlined below).
If selecting an all-inclusive resort option, the package will also include the all-inclusive features as outlined by each resort.
Items not included:
- Travel insurance (mandatory if traveling to Cuba)
- Tourist cards ($10USD)if traveling to Dominican Republic with Sunwing Airlines
- Departure taxes ($20USD) if traveling to Dominican Republic with Sunwing or Signarture Vacations
- Hotel transfers for packages with WestJet to USA (with exception to Honolulu)
- Hotel transfers for packages to Europe
- Items of a personal nature
- 200 Villas
- 5 restaurants
- 8 pools
- 10 lit tennis courts (hard court)
- Fitness centre (fee)
- Spa (fee)
- Gift shop
- Tour desk
- 1 king-size bed and 1 queen-size sofabed
- 1 full bathroom
- Telephone with voice mail
- Air conditioning and ceiling fan
- Cable television
- Hair dryer
- Clock radio
- Coffee maker
- Iron and ironing board
- Kitchenette facilities including Oven, microwave, dishwasher, toaster, blender, utensils, full size fridge
- TV with VCR
- Daily maid service
- Washer and Dryer
- Max occupancy: 4
Resort Location Map
Kapalua VillasMaui,United States
- Hotel Contacts
- Extra Info
2000 Village Road, Kapalua, Maui, HI 96761-8727
Some restaurants may be open for certain meals only and limited visits may apply. Reservations required and dress code in effect for a la carte restaurants. Time restrictions may apply for water sports.
Child pricing may only be available with select tour operators and valid for select dates and durations. Child pricing rules are subject to change without notice. Please contact one of our vacation specialists if you require assistance with child pricing.
Photo identification and/or credit card or cash deposit may be required at check-in for incidental charges.
Extra-person charges may apply and vary depending on hotel policy. Rollaway beds and cribs (infant beds) may be available and should be requested at the time of booking; fees may apply.
Special requests are subject to availability upon check-in. Special requests cannot be guaranteed and may incur additional charges upon check-in to fulfil.
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