The Kapalua Villas Maui — Hotel in Maui

I actually hate to give this "hotel" a poor rating. I'd love to give it 5 stars for the view alone, but sadly this beauty is also a bit of a beast.

The good: It does have beautiful spacious rooms and glorious ocean views. It's location was gorgeous, and the condo was fully stocked with everything you could need in the kitchen and bathrooms. The washer and dryer were such nice perks, and some of the staff was friendly and helpful.

The bad: The room was not clean when we arrived. Melted icecream was seeping from beneath the refrigerator, the floors we're sticky, there were dead roaches under furniture and dirty underwear in the bathroom. When I asked someone to come clean, they said it would cost 200 dollars, and said "We are not a hotel" even though they list themselves as such online. We knew they weren't a hotel going in, but did expect some service, including a clean room to start with. When I asked if they could at least bring me some cleaning supplies, they told me I would need to purchase them myself. They also advertise photos of pools that we didn't have access too. You only have access to 2 pools, and they are relatively small, although clean and nice. The staff is mixed as far as service. Some people were kind and helpful while others were dismissive and cold. We accidentally locked ourselves out upon departure, leaving our phones and luggage in the room. I found a good samaritan to let me use his phone to call the front desk, but no one answered, then when someone finally answered, they told me it wasn't their job. They keep strange hours, and pass the buck a lot. Then finally a grounds worker came along, but chastised us for not being out of our room by 11! We told him we tried, but our stuff is still inside! He made no eye contact, opened the door and left without a word.

The ugly: A giant scorpion creeped out from under our children's bed one night while watching a movie...try putting a 5 year old to bed after that. Roaches made several guest appearances and to top it all off, a RAT, came creeping into the room from the balcony one night. The pest problem is a big problem. Definitely keep your doors shut!

Overall our stay was amazing. But this place relies heavily on the natural beauty and location to save it, and lacks hospitality in every sense...

8th time staying here since the 1990s, WOW has the Kapalua Villas management hit rock bottom. Check-in time is for only one hour between 4 and 5pm. "Welcome Pack" (which we kept being told we should consult for the info we were requesting which it supposedly contained) was never emailed, and when we arrived 5 minutes after 5pm, office was closed so never received anything from the management during our entire stay. Had to call security *(very nice man) to get a night service to call to get code for the unit door, as VRBO email said to contact local Kapalua Villas management for all entry and property information. Finally got door code info a hour later causing us to miss our dinner reservation. Entered unit, A/C broken and inside temp almost 90 degrees. Called Main office to report A/C outage for the WiFi login info, as the card in the room said to check the router for the login on the white sticker which didn't exist on the unit; office rep was very put off that we called, and rudely said we should have consulted our non-existent "WelcomePacK' for the info. Used towel and shampoo, with hair on bathroom floor meant someone had entered the unit and cleaned themselves up prior to our arrival. Went to use pool on last night, instead of key opening gate as usual during previous visits, there was instruction to use a "FOB" which we never received and unit key did not open gate; didn't use the pool as it wasn't worth the hassle to try and get access as it was once again past 5pm. At eaxctly 11A of last day, was greeted with a ring at the door from a staff person telling us to get out. Incredible, after all the problems with the resort. Needless to stay, will not be returning, which makes us ver sad. Please do not stay here. Property is still lovely, but unbelievable mismanagment by the current company makes staying here a nightmare so should be avoided...

8th time staying here since the 1990s, WOW has the Kapalua Villas management hit rock bottom. Check-in time is for only one hour between 4 and 5pm. "Welcome Pack" (which we kept being told we should consult for the info we were requesting which it supposedly contained) was never emailed, and when we arrived 5 minutes after 5pm, office was closed so never received anything from the management during our entire stay. Had to call security *(very nice man) to get a night service to call to get code for the unit door, as VRBO email said to contact local Kapalua Villas management for all entry and property information. Finally got door code info a hour later causing us to miss our dinner reservation. Entered unit, A/C broken and inside temp almost 90 degrees. Called Main office to report A/C outage for the WiFi login info, as the card in the room said to check the router for the login on the white sticker which didn't exist on the unit; office rep was very put off that we called, and rudely said we should have consulted our non-existent "WelcomePacK' for the info. Used towel and shampoo, with hair on bathroom floor meant someone had entered the unit and cleaned themselves up prior to our arrival. Went to use pool on last night, instead of key opening gate as usual during previous visits, there was instruction to use a "FOB" which we never received and unit key did not open gate; didn't use the pool as it wasn't worth the hassle to try and get access as it was once again past 5pm. At eaxctly 11A of last day, was greeted with a ring at the door from a staff person telling us to get out. Incredible, after all the problems with the resort. Needless to stay, will not be returning, which makes us ver sad. Please do not stay here. Property is still lovely, but unbelievable mismanagment by the current company makes staying here a nightmare so should be avoided...