AC Hotel by Marriott Maui Wailea — Hotel in Maui

What a nightmare ! We were super excited about booking our July 8-15 reservation in early May for 5 people. There was literally no feedback on this property since it was so new but we thought we could suffer through some of the minor missteps that might be expected from a new property. A few weeks ago I tried to make some adjustments to my reservation and noticed that it wouldn't let me make the changes on my bonvoy app. I called the hotel and turns out that Marriot inadvertently made a mistake and allowed people to make online reservations for 5 adults per room. My changes were not going through because the room limits in the reservation system were updated to limit only 4 people per room. Ok I understand, this type of stuff happens with new hotels....I wasn't too concerned because the front desk manager told me it was ok to have 5 people since my reservation allowed it to occur. Yesterday, July 2nd , I called Marriot customer service to make some changes and ran into the same system issue...my reservation changes would not be accepted since I had 5 people on my reservation. The customer service rep recommended that I change the size of my party to 4 so that the system would accept the changes. I told them I wasn't comfortable doing that out of fear that we would be turned away for having too many people when I showed up at check in on July 8th. I asked the customer service rep to call the property to reverify that 5 people per room would be acceptable. After the customer service rep called the property he advised me that the hotel manager verified that they were only accepting 5 people per room despite what my reservation said. I was told that my only options were to find alternate property that accepted 5 or to book an additional separate room at my own expense since the property was not going to cover the expense of giving me a room for the duration of my trip (7 nights x 850 per night) . I told the customer service rep that this was not a realistic option with only 1 week before my flight departing. I went from panic, to infuriated, to helpless, to desperate....with such little time between my trip and now I decided that taking what was available would be the only way to not abort the whole trip and lose all the other money I had invested. I am now forced to stay at 2 different Marriot properties over the course of my tip since they are the only ones that had capacity. How could Marriot not notify me when they found out they discovered the mistake in their system ? How could they not commit to making it right ? How could they expect me to cover the additional 6k for the extra room ? Were they going to turn me away if I had taken the customer service rep advice and just shown up with 5 people ? I know mistakes happen...but that's when hospitality company's need to take accountability and make things right......lets see if they see my post before my trip and make it right or decide to give me the much cheaper "most...

When I came across this hotel online, I was captivated by the photos and couldn’t wait to see it in person. Boy were we in for a treat! This place is a total gem!! The staff here are AMAZING and truly make you feel at home and exceeds expectations of what exceptional customer service really is and means. When I worked with Beverley on coordinating our business stay, she was so pleasant and executed every detail to the tee and we highly recommend guests to ask for her if you’re looking to staying there with your group. The General Manager, Kaleo, is just as wonderful and was present during our stay to ensure the logistics during our stay went smoothly. The staff left such a big impression on our business team and wanted to thank them all for their courteous and friendly service. They truly made each and everyone of us feel welcomed and like we were part of the ‘Ohana. Mahalo to everyone of the men and women at reception, the breakfast and outdoor bar, housekeeping, and the staff at their sister hotel, Residence Inn. If you’re looking for a great work and play hotel, this is it. The property is BEAUTIFUL and the views are breathtaking. Nestled on a hillside, it’s away from the busy beaches (but just minutes away from beach access) and the sunsets are mesmerizing, whether you watch them from your room or at their beautiful infinity pool. The rooms are aesthetically designed and are clean, spacious, and super comfortable. You have a view from almost all the rooms our business partners were staying in. During my stay, I just wanted to stay in bed all day. Lol I highly recommend the breakfast bar! The AYCE breakfast bar hosts an abundance of tasty and filling foods. The cooks deserves honors for how tasty and beautifully presented the individual servings were. One thing I will also mention is how the staff works cohesively as a team and how each member multitasks. From the front desk team bussing tables to checking in/out guests. Bartenders mixing up drinks then cleaning and serving guests… and the General Manager and his leadership team also getting in on the mix and helping? This team was a well oiled machine running seamlessly. The staff here deserves many recognitions. We look forward to staying here again and thank Kaleo, Beverley, E at front desk, Kiani, and all the wonderful staff at AC Hotel Wailea for welcoming us and making our stay a memorable one. Our Board members who stayed there also extend their thanks and appreciation. If you’re looking for a hotel in Maui that is convenient and checks every box on your list, then this is where you...

3/2025 Still a cool find in the middle of Wailea. Staff and service is still friendly, quick and helpful. Property is still nice and in good condition. Bar and entertainment is convenient and cozy.

5/2023 Pleasant find in the middle of the Wailea area. If you prefer hotel service, ambiance, atmosphere, and amenities, this is the best choice. Only about 2 years old, it's very straightforward, simple and convenient, well kept and almost like a lodge feel. Check-in was fast and friendly. Every staff member I've encountered was friendly. Rooms, lanais, and views are centered around the pool area as it looks over the West Maui ocean. Very nice find. All you can eat breakfast for @ $30 p/p, although i didn't try it this time. Entertainment on Wednesdays and Saturdays where the entire hotel will hang out outside, take in the scenery and music, and chill with the outdoor fore pit going and the nice ambiance. Just found my new favorite stay. Nice! Change laundry facilities to be free and you'd be perfect. 🤙✌️

10/2023 Tisha did a great job at check-in. She was busy but was quick and courteous to both the couple before me with their 50 pieces of luggage and then myself. Throughout my stay, Jenver was a big help as well. Whenever I passed the front, the server's as well as the front desk staff and even the housekeeping staff in the halls were all so friendly and courteous. Some chief in the hotel lucked out there. I absolutely love the hotel, the convenient location, the simple amenities, the ambiance, and the service. My one and only go to in the Wailea area. I'm headed back in a few. Check out the pics. 😉🤙✌️! Oh, and if I had a helpful critique, the only small recommendations are to change the DND signs to possibly a wrist sized wrap around shell Lei on the door. I've seen it at one other hotel on another island. Also, the long chair at the foot of the bed, I'm pretty certain a lot of peeps Hurst their toes, stepping on the long wooden frame that runs across. Would be better if it was four-legged. Just a friendly suggestion. Other than that- Aces!🙂✌️

11/2023 Ererin and Jenver at the reception desk, along with the rest of the staff there are always smiling, welcoming, and quick to help. They rock! Jed from Housekeeping has the memory of an elephant and is always service oriented, friendly, and pleasant to rank to as well as the rest of his team. Again, it's a simple but beautiful property, and ultimately, the employees make it what it is. Happy holidays, and I hope to be back next...