Summary of activities that took place less than 24 hrs of checking in.
**NOTE: This review is not a reflection on the property but more so on the guest service at Maui Resort Rentals
Stayed at Luana Garden Villas, rented through Maui Resort Resort Rentals.
We arrived at Luana Garden Villas late October 9, 2022, around 11 pm. The check-in service has been absolute garbage. I went to one of the towers and got our wristbands. It was late, so we went straight to the condo and didn't explore the resort.
The following day, I tried to use the wristbands, and it did not work.
1. I called Maui resort guest services and was advised to return to Konea towers, and their staff will assist with the new programming of the wristbands.
2. I walked to the Konea towers and waited 20 minutes. No one was there to assist.
3. As I was about to leave, the front desk staff showed up; he then told me, "sorry bro, I can't help you, and you would need to visit the other tower."
3. I called guest service again, and they said they would send someone to the condo
4. I was waiting, and without knocking on the door or ringing the doorbell, I saw someone walking into our condo, through the main floor and to the patio area where I was sitting. How is this even allowed?
5. I explained the situation to the service person, and he said he would return with new wristbands immediately. An hour went by no one came back. By now, my entire morning was shot by 11 am.
6. I called guest service again; it's as if I've spoken to their entire staff by now. They assured me they would check and call me back. Twenty more minutes went by, and I got a call back from guest service, and they said he would be there within a few minutes. He was still a no-show; I called back again and was told he would be there in 2 mins. Sure, he showed up. By now, we are around 12 ish.
7. Finally got the wristbands, went to the pool and returned to the condo to find the front door code was no longer working.
8. Called guest service again and spoke to the staff. I was advised the code was changed a minute ago. Why would you change the code? More importantly, why wasn't I notified? I requested to speak to Caitlin (the manager)
9. Caitlin called back; I was told they have a new system and didn't change the code. Then why did your staff give me a new code via email after I requested it for documentation purposes?
We came here for my daughter's birthday, and instead of enjoying time with my daughter and family, I spent my entire day calling and waiting for Maui resort Guest service to get their act together.
"Sorry, bro, I can't help you."