Andaz Maui at Wailea Resort - a concept by Hyatt

The hotel itself is beautiful, with stunning grounds and a great location. Unfortunately, our experience was overshadowed by poor customer service and an unacceptable check-in process. We arrived before noon and spent the afternoon by the pool waiting for our room. Around 4:00 PM, I received a text message stating that our room was ready, so I went to the front desk. A staff member named Chai told me that, as a Guest of Honor, she could upgrade us to a partial ocean view room. However, instead of the two queen beds we had reserved, the upgraded room had one king bed and a rollaway bed, and we would still have to wait until 6:00 PM to check in. I agreed to the upgrade on one condition—that we would first see whether the rollaway bed was comfortable enough for our third adult guest. We finally received our room keys at 6:00 PM, only to discover that the rollaway bed had not even been delivered. After calling housekeeping, we waited another one to two hours before a worn, unstable rollaway bed with dusty bedding finally arrived. The room itself was extremely small, and once the rollaway bed was added, there was barely any space left for our luggage or even to walk around comfortably. I immediately returned to the front desk and requested to switch back to the standard room with the two queen beds that we had originally booked, even if it meant giving up the partial ocean view. Chai refused, saying that because I had accepted the upgrade, she could not switch us back. She then called the front desk manager, Ashley. Instead of helping resolve the situation, Ashley was rude and confrontational. She repeatedly blamed me for accepting the upgrade, even though I had clearly agreed only on the condition that the rollaway bed would be suitable. After nearly 30 minutes of discussion, she finally agreed to move us to the correct room—but only the following day. She insisted that we check out by 11:00 AM and wait until after 4:00 PM to check into the new room. This was completely unreasonable. We already had early morning activities scheduled for the next day, and expecting us to spend five hours without a room would have forced us to lose a significant portion of our second day at the hotel because of a mistake that was not ours. What disappointed me the most was the attitude of both Chai and Ashley. They spoke loudly, showed little respect, and seemed more interested in shifting responsibility than finding a reasonable solution. As a Guest of Honor, I expected better treatment—not special treatment, but basic courtesy, professionalism, and a genuine effort to resolve the issue. The hotel itself is beautiful, but our first day was completely ruined by poor communication, an inadequate room arrangement, and disappointing customer service. I hope management will address these issues so future guests do not have a similar experience.

Top notch friendly professionalism of customer service. Would definitely be staying there in the future. Glad to have chosen my first stay in Wailea side of Maui.

We stayed in the Deluxe Ocean View Suite on floor 6 of 7 and we highly recommend anyone going to stay in this room. While it is expensive, it is well worth the dual balconies and panoramic views, especially for the sunset!! When we go back we will be sure to get this room once again. The service at the Hyatt Andaz Maui Resort from beginning to end was exemplary and all interactions were very attentive and friendly. It is a quick walk to the shops so location wise it is excellent. Activities were plentiful and the spa was well worth the money. We also recently stayed in a suite at the Alila in Napa Valley and because of the sweeping views and infinite pools, Andaz edges it out as a Best-Stay, but we'd easily go back to either with Andaz Maui being a first choice. A must stay!

The resort's expansive grounds are beautifully maintained and immaculately landscaped. The rooms are bright, clean, and well maintained, with outstanding air conditioning that ensures a comfortable stay. The staff are friendly, professional, and genuinely eager to assist. This remains my favorite resort on Maui, and I look forward to my next visit.

Exceeded our expectations as all the staff were extremely friendly and professional. Seemed more like a true 5 star resort as it was one of our best overall experiences at a resort on every measure.

Everyone that I made eye contact with in every department was quick to smile and assist. The entire team is on-point and friendly. I LOVED the ocean front balcony room that I was assigned. Housekeeping was quick, efficient and did an outstanding job. The Globalist breakfast team is superb. The food & beverage quality, upkeep/ constant attention required due to high-volume fast paced guests sweeping through and quality was VERY impressive. I can't wait to come back next year and do it again. GREAT job to the GM and his entire team here, THANK YOU!

Room not ready on arrival. Overcharges on bill. Non responsive front desk. Repeated key issues. Felt like the staff was overwhelmed. Morimoto also had broken air conditioning. Nice pools, but felt more like a 3 star resort. Nest time choose Four Seasons or Marriot

Resort was underwhelming. The valet and bell staff were super nice. Outside of that, I wouldn't recommend this hotel. Wifi did not work and technician was in my room for an hour trying to fix it. It wasn't his fault, it's just not a good experience especially after they pushed us to upgrade to a "better" suite. I spoke to the front office manager after about the situation and she was not caring at all and was super rude on the phone. It's a nice hotel but save yourself the time and just go to the four seasons.

The Andaz Maui surpassed our expectations and was an incredible experience. The rooms were clean and smelled amazing - as were the bath and beauty products. The atmosphere was incredibly relaxing and the staff helped make it so. The pools as well as beach area were gorgeous and well attended to. Food and food service staff were allw onderful as well. Amazing luau as well.

Staff was excellent

Wish activities were a little more publicized.