Marriott's Maui Ocean Club - Lahaina & Napili Towers

Been coming here for many years. Always great. Not so much anymore. Will not be back. terribly crowded. Terrible service. Used to eat in room and bbq. No availability at bbq. No availability at laundry. No availability at poolside. Difficult but possible to park. Room was awful. No hot water. Loud ac. Asked to speak to manager 10 days out of 14. No luck. Stay away. Room was awful, just to make a point. Staff said hard to get room because most of the rooms go to renters not timeshare owners. Makes sense but as owner it hurts.

The room was very nice. The grounds were great. I was very disappointed when I checked in the front desk didn’t give me any information about the welcome center. I was supposed to go there and get some kind of scratcher card with a chance to win and probably an option to do a timeshare presentation. Along with check in you’re supposed to get an owners card if you have a timeshare to get 10% off at the restaurant and bar at the facility along with about eight or nine others close by. . You’re also supposed to have an option to buy a wristband that you can wear that’s plastic and very nice. It’s basically a key to your room. I asked the gal at check in what it was and she said it’s a key to get pool towels, but you get one when you go to the pool . At the pool, it was a throwaway paper wristband and I found out from someone in the pool what it was so I ended up going back to the front desk and buying something that they should’ve sold me when I arrived . none of that was presented to me . The main issue is that they told me about this welcome center the day before I was leaving . Once I went to the welcome center I found out about a few things along with the owners card. I was pretty irritated. I spent $1100 at the hotel and I was supposed to get 10% off, but they would not give it to me because I didn’t present it at the time I purchased drinks and food at both restaurants which the owners card was supposed to apply 10% off . I definitely would’ve done it had I have known. I felt like that was a front desk issue. They’re not consistent with everybody. They also said someone was supposed to call me and ask me in my room to go to the welcome center, nobody did. I did contact the front desk and ask them to take the 10% off which all owners are supposed to get anyway and they refused to do it. everything was smooth except for they’re not consistent so you pretty much know what you’re doing when you get there so that you can take advantage of everything they have. Also, they told me that they were short staffed so they don’t have anybody that calls you before you come to ask any preferences or if you’d like to do a timeshare presentation etc. I had to call the front desk about a week before I came and that’s what they told me that they’re understaffed and they don’t call anybody. I was also disappointed because the card had about nine other restaurants on it and I ate at five of them and I bought everything I was supposed to buy to get the discount like free appetizers or dessert. I ended up buying appetizers and dessert how I have had the card when I arrived or at least a couple days after I would’ve been able to use it so not only did I lose the money at the hotel I lost, quite a bit of money at the restaurants that I ate at that were on the card . Least they could do is take the 10% off at the hotel since I missed the discount at the other restaurants.

When searching be for a hotel on Maui, I was a bit apprehensive as the reviews that I found for this location weren’t great. I unfortunately resolved myself to assuming that I just wouldn’t have a good time. Let me tell you. Sometimes you have to take a chance and experience things for yourself. The property is beautiful with grade A views of the ocean. My room seems to be part of the vacation club and comes complete with a kitchenette. So loved it. There are three separate pools and hot tubs as well. Would definitely come again.