Historic Wailuku Inn — Attraction in Maui

Adding an edit to respond to the owners response (which took over 7 months from when I emailed and wrote the review)---Im disappointed and taking time to actually respond to the wild response from the property.

Ive taken the time to read through recent reviews and the experience everyone else seems to be having and that is simply not what we had. Im glad that the property is doing better and finally being back to being an actual BnB but what myself and my partner experienced was subpar at best. No staff, difficult check in, difficult to get in contact. No apology (after the email I wrote on March 19th) for the belittling that took place saying I must not have checked my spam folder for check in instructions--which was checked and there was nothing.)

Im really glad things have changed for the better but please dont make excuses for the lack of hospitality.

Original review:

Things have changed at the Historic Wailuku Inn

Other than not receiving check in info and having to call 8 times to get anywhere… I’m not sure when Luxe Maui assumed control of the property but it’s very Airbnb and none of the BnB you would except from well…a BnB

The renovations are nice aesthetically (although not complete in some parts) but not having someone on the property that can attend to you or fix things ( the room was freezing even after turning off the temperature control) seems off, impersonal and quite frankly off putting

The lack of hotel/local service that the inn was known for was discouraging at best but knowing that it’s owned by a larger company makes sense that it’s no longer charming and breakfast is currently not available. if the inn wasn’t ready to take guests in not sure why we were able to book it

Hopefully “luxe” Maui properties doesn’t turn it into “money grab no service”...

Pros: Room was beautiful! Bed was comfy. Landscaping is absolutely gorgeous. Sheets were very soft. Bath robes were provided.

Negatives: Stayed one night and checked out Sunday morning. My card was charged and I’ve requested an invoice multiple times and still have not received (it’s COB Tuesday now). Not sure why it’s so difficult to get the invoice for charges already on my card?

Went to blow dry my hair with the provided blow dryer and there was a hard dirty make up rag in the blow dryer bag. Brought this to the hotels attention and they simply apologized. The blow dryer obviously wasn’t wiped down after prior use or the rag would have been noticed and removed so that kinda spoke to their thoroughness with cleaning. Huge bummer given the price paid to stay here.

Company sends A LOT of texts about the reservation. When I would reply to the text as instructed, they either didn’t answer or provided a lack luster answer.

Breakfast is only served for a very short time. Since I couldn’t make the one hour time slot, I asked if they could have a little something to go earlier than 0800 and was denied. A little bit of fruit thrown on a plate for me around 0715 would’ve went a long way for being accommodating.

I was trying go to sleep about 2100 in the Pikake Suite and heard everything going on in the main house. I was just about to doze off and a microwave door slammed and woke me back up. I didn’t know the layout of everything until I arrived, so I wasn’t expecting to basically be in a sorority house.

It wasn’t a terrible experience overall, just a bit disappointing with the above...

First, for the covid conscious: everything is set up to be contact free: check in, breakfast delivery, and check out. There is a medical gradd air filter running in the room when you arrive, as well as complimentary masks and sani wipes. We took advantage of the cozy BNB nature of the place and spoke with one of the owners a numbr of times. He always kept a respectful distance and made a point of having his mask on.

Now, if what you crave is less medical peace of mind, and more of a serene setting to warm your heart this is still a great place for you. The owners are warm, welcoming, and gracious as can be. My wife and i had a bit of jet lag the first morning, so when Tom was dropping off breakfast i cuaught him to say that we might be out early on the next morning- so he didnt have to go to any trouble for us for breakfast. Instead of simply saying okay, he offered to bring us a to-go breakfast the night before to leave in our fridge. Or drop off the normal breakfast earlier if we wanted that instead. Well, as we drove away for the road to Hana, we ate the generous portions of our first breakfast (complete with individual sweet benedictions hand written on top) and could not stop our exclamations about just how delivious it was. Fresh scones and a veggie frittata with orange juice and fruit. We only managed to finish one of them, but it wad so delicious we saved the other for lunch.

I could go on and on about how informative, helpful, and lovely our stay was. But i will end with saying if youre staying in the area, and you dont stay here....