Grand Wailea Maui, A Waldorf Astoria Resort

Disappointing Experience at Grand Wailea Waldorf Astoria Resort My family and I travel 3-4 times a year for relaxing vacations, as I work 50-60 hours a week and look forward to unwinding. We chose Grand Wailea, expecting exceptional service from a 5-star hotel, but our stay was anything but relaxing. The core issue lies in their BUSINESS MODEL, which feels manipulative and guest-unfriendly. The pool area, a key feature for relaxation, has a severe shortage of chairs and even fewer umbrellas. To secure a spot, guests are forced to wake up early and line up at 7 AM to race for limited seating. This is not the vacation experience I signed up for. Here’s where it gets frustrating: the hotel has created this artificial scarcity to push guests toward renting exorbitantly priced cabanas or pergolas for $750 a day. These cabanas dominate the pool area, taking up space that could easily accommodate more chairs for all guests. This BUSINESS MODEL prioritizes profit over guest comfort, and I felt exploited rather than valued. Why charge a resort fee if basic amenities like pool seating are so limited? If cabanas were an optional luxury with special services, we would have gladly rented one to relax, but instead, they’re positioned as a solution to a problem the hotel itself creates. This was, by far, the worst holiday experience we’ve had, and I’m deeply disappointed by the lack of genuine hospitality.

The area is nice as well as very clean and safe. However, the staff at the resort are very rude. My mother and I only encountered three people out of our whole 5 day stay that was kind. If you have any questions or concerns, they act irritable and are not eager to help. The food is overly priced for its quality. I have been once before, and it was a nice experience, but this second time around was terrible. I will not be attending this resort again in the future.

This place was AMAZING!!!

Many things that are included at other Wailea properties are extra and many of the “complimentary” things are so limited in number so as to be extra charges too. Free transportation in Wailea? They have it but we were never able to find a time when the ride was available. Snorkels, bikes, beach chairs? These are free at other resorts but not GW. The food is universally terrible at all the restaurants as well. One can’t help but feel cheated by Hilton staying here. The only good thing I will say is they do occasionally enforce the 1 hour pool chair rule which many places do not. We saw several people lose their chairs because they put a towel on them at 7am and didn’t come back for hours.

I paid $1,700 for one night in a Deluxe King Ocean View room and brought my two young children and elderly mother. The room didn’t meet expectations, and service throughout the stay was poor. I was locked out near checkout with my toddler and waited for 30 minutes due to a miscommunication between staff. When housekeeping arrived, the staff member rushed me (she told me I needed to hurry up because she wanted to go home) and then let the door slam on my arm. When I tried to share this information with the front desk the staff was dismissive, however they did escalate it to housekeeping and I was asked to file a report with hotel security. My 9-year-old enjoyed the pool, but I would not recommend this hotel. For the price, you’re better off at the Four Seasons, Fairmont, or anywhere else nearby where service matches the rate.

Not a 5 star

We had the best time! The property is absolutely gorgeous and the weather was perfect.

10/10 definitely recommend!! We loved it!!

Absolutely outstanding services! Worth every penny and excellent customer service!

Property was great for families with kids who want to enjoy an amazing pool and slide. The beach is across a walking path. Located in Waliea where the neighborhood is quiet and safe. The food choices and 24 hour store are nice. One criticism is there is no no self park so you have to wait for your car and at certain times the valet is backed up.