6/10 Okay
Shanan C.
11 June 2025
Liked: Cleanliness
Beautiful resort, but major service and maintenance issues impacted our stay
The Montage Kapalua Bay resort is stunning, and the residence itself is spacious with a partial ocean view, nice kitchen, daily housekeeping, and access to beautiful pools with food and drink service. However, serious service and management issues affected our stay. Check-in was confusing: staff told us owners weren’t allowed to short-term rent, and garage fobs weren’t provided, requiring hours to resolve. Birds swarmed the open-air restaurant, creating unsanitary conditions despite excellent food. Mid-stay, a pipe burst in the primary bedroom on our toddler’s birthday, flooding the room with 1” standing water, impacting luggage and all clothing. We spent the day canceling plans, laundering items, and coordinating cleanup with Montage teams. The bedroom remained hot and humid for days. The owner did offer to move us, but relocating our unpacked group with toddlers and a birthday party already setup wasn’t practical. We requested a 50% refund due to lost time, disrupted plans with lost deposits, and hours laundering wet clothes. The owner only offered 5,000 (25%), which we reluctantly accepted. What was most disappointing wasn’t the dollar amount, but the lack of ownership and empathy throughout the process. We initiated every follow-up and were continually met with resistance or deflection. Montage staff also confirmed residence guests receive less support than hotel guests. Beautiful setting but next time, we’d book directly through Montage for a true 5-star experience.
Shanan C.
Stayed 9 nights in May 2025