Napili Point Resort Rental, LLC — Hotel in Maui

Last and final stay at what used to be my favorite place in Maui. I've stayed at Napili Point about 15 times in the last 20 years, in the A units, the B units and the C units and in all the different views, oceanfront etc. It's a fully serviced condo and the cleaning staff are delightfully kind and helpful. The furnishings are outdated and the property is a bit rundown. There is no air conditioning and there's an ant problem. Despite the downsides, the upside of waking up and going to bed with the ocean waves crashing just outside is priceless. The sunsets are breathtaking and the turtle bay is excellent for snorkeling, the community outdoor barbecue grills and the swimming pools are clean and gated (no lifeguards). Its just walking distance to the Gazebo and a baby beach that I've taken my own babies then children then teenagers to over the years. Beach access is treacherous across a hard craggy slippery makeshift pathway, difficult to navigate with a baby at the hip but the baby beach has smooth sand and a safe surf nestled in a protected cove (no sharks). In the winter the whales can be seen between Maui and Molokai. So why won't I ever come back to a place I've loved and I have such beautiful memories of? THE MANAGEMENT. I booked a room for a week. On day 4, I came home from a Gazebo breakfast with the pounding of heavy equipment right outside my window. Even with the windows closed, the breaking of pavement 15 yards from my door could not be ignored as I could feel the pounding in the walls. With the beeping forklifts and the grinding of black top being pulled up, my husband and I could hardly hear each other talk. I called the front desk and the fellow answering said, "yes its noisy but it won't last long and hung up on me". I called back and said, "excuse me, no one told me you were going to be doing heavy construction work outside my door, and he said "if you don't like it you can check out" and hung up on me again. I called back and said "I'm the one who called earlier, you've hung up on me twice, whats your name? He said "Gilbert" and I said this noise is unacceptable, and he said,

"Look, I have a lot to do and I don't need you pestering me, so if you don't like the noise you can check out," and abruptly hung up on me again. Stunned I looked for the general managers name and contact info. In the book next to the phone: Rod Kelly. No number or contact info, so my husband encouraged me to go to the front desk in person. Again, while walking from our door to the office, the whole parking lot is being pounded up and uplifted with 20+ workmen, 3 trucks and 2 heavy diggers. We arrive there and my husband politely reiterated the problem. We've spent good money for a restful vacation and there's pounding and hardtop work and heavy machinery in front of our door. Gilbert rolls his eyes, walks away while we're talking and says there's nothing they can do about that. We ask to speak to the GM, and he walks behind the wall and Rod Kelly immediately walks out with him. We tell him the problem, how I've been rudely hung up on and accused of pestering his front desk with the legitimate complaint that our restful vacation was being ruined by parking lot rework. We complained we'd never been told this would occur (or we could have made alternate plans including either staying away for the day OR booked another place in advance). Gilbert scoffed and said we were told a "couple days ago"--- completely untrue by the way. Rod Kelly was just as nonchalant about the inconvenience to us. "If you don't like it you can go." Unbelievable.

WORST CUSTOMER SERVICE EVER.

All we wanted was acknowledgment that we were spending over $1500 a week to stay there and that our repeat business and loyalty was valued.

Instead I kept being shown the door.

So I took the door.

I'm never...

First the good stuff: the view from the lanai is incredible. We got a point oceanfront 2br and after staying at many many west side condos (we’re Maui residents) this might be the best view we’ve ever had. We might just keep returning to this one and not try any other condos cuz I don’t know how it gets better than this. Also this resort just feels really well designed as far as feeling private and spaced out from your neighbors. Not like the boxy condos with a grid of lanais next to each other. The snorkeling is incredible. I saw so many turtles and it was just amazing. A/C in the rooms is really great and necessary in the summer if you’re anywhere above ground level. Plus it was quiet A/C, so nice!

The caveats: folks should know the entry into Honokeana bay is a little tricky, especially if there are swells. I would caution young children or older folks who have mobility issues against this one.

Also even though it is technically walking distance to Napili Bay… if you’re an older person with mobility issues you should know that part of the path is over uneven and rocky terrain. I happened to be unlucky enough to have a freak back injury happen my first night here and so after a visit to a local chiropractor when I was just ok enough to walk a little bit, I did realize that this path to Napili Bay is not one I could do carrying anything, and maybe some older folks might have the same trouble.

Needs improvement: I was surprised to get a really grumpy attitude from the guy at the front desk my last morning here. We were only staying for a weekend and given this back injury that threw a bit of a wrench into my vacation, I politely asked the night before we were to leave if the room was empty the following night if we could have a late checkout. Given that I couldn’t bend my back and wasn’t in much shape for a beach day, it would have made our last day extra nice to just have that flexibility to lounge on a lanai for a bit. The friendly lady on the phone that evening told me nobody was checking in the next day and she’d ask her manager about my request. I even offered to pay an extra few $100 if that made it feel more fair. The guy on the phone the next morning seemed offended or even angry at my request and said he could only give me another hour or I could pay for a whole other day. I didn’t feel like paying $600 for a few more hours here and so we took the noon checkout. I get it that some people or places are just not into having resort level customer service or being flexible… but it’s possible to have a very rigid policy and still be polite and...

This was our first time staying in or visiting Napili and we really enjoyed the area and the condo. We stayed in Unit B-3 in the Point Oceanfront Building. It was nicely furnished, clean and lots of amenities and had a great view. There was no air conditioning in the unit but read more about that below. One thing I found a bit unusual was that the dryer vented directly INTO the unit. There did not appear to be a vent connection to the outside so the unit did heat up a bit when we used it.||The check-in process was OK but there was a bit of confusion on which unit we could have. I had reserved an "Point" Oceanfront room and since I wasn't staying for 7 days, I couldn't reserve a specific room. I had assumed all the "Point" Oceanfront rooms were in the front or "Point" building but when we checked-in the very nice gentleman at the front desk gave us room A-11 which is actually part of the the "Oceanfront" buildings. I check on their property map and they actually carve out about 5 A level units from the Oceanfront building and group it with the Point building. I really don't think the view from those carved out A units is as nice as the view from the Point building. In either case, he said we could have unit B-3 in the Point building but warned us there was no air conditioning and the sun sets right into the windows. But with all the windows and doors open and fans running -- the trade winds blew right through the unit and kept it very cool. We enjoyed the sunsets and stunning ocean view of the sun setting behind Molokai island.||I don't think I'd enjoy the A-Level units in any of the buildings. They are like subterranean caves with only the front of the units having doors/windows. You can't get a cross breeze plus there is a busy sidewalk path that runs right in front of the...