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Kaanapali Beach Resort Customer Comments
Our team here at Mercantile Claims are always on hand to help you with any issues, concerns or questions you have regarding your timeshare contract. Below are some reviews left by Kaanapali Beach Club owners and guests. If you have a more specific question please contact our team of experts and we will respond with an answer as soon as possible.
The front entrance is under construction so entry is through the parking garage. No one mentioned that.
The beach erosion has been under repair for at least two years so access to the beach is a challenge. I also noticed the majority of the guests were much older than in previous years- just an observation, not a complaint.
The pool area is nice, there was live entertainment at the restaurant near the pool in the evening and the views of the sunset were lovely. The gym is nice but small, the location is good and within walking distance, there is a grocery store and a few restaurants. Not too far to drive to Front Street in Lāhainā or shopping and many other restaurants.
There are no in suite washer/dryers.
The rooms have a refrigerator and microwave but I heard there are barbecues you can use on the property. The bathrooms are large with a soaking tub and separate shower which is nice.
The suite was spacious and comfortable and relaxing. The food at the restaurant is good. I liked many things about this property more than the Westin Kaanapali Ocean villas. Just the kitchen and laundry facilities are not as good and the Westin property although newer is so large and the staff there was not as friendly.
Beware and Avoid Paying for View
We just checked in at Ka’anapali Beach Club and are beyond disappointed with the room, the service and the lack of transparency in the reservation process. Like others who have recently reviewed this location, we booked a Deluxe Ocean View about 10 months before our arrival.
Prior to booking, I called to inquire about the difference in room rates, and was told that the Deluxe Ocean View rooms were ocean-facing, and the Ocean View rooms were on the sides of the building. I paid for the Deluxe Ocean View room because we wanted to be ocean-facing. Check in took about 20 minutes, and then we proceeded to our room, which overlooks…the pool and another hotel.
I called to tell the front desk that there must be a mix-up, as we were expecting ocean-facing. The front desk staff told me there was no mix-up, that I did get their Deluxe Ocean View room, but she would check to see if there was another room available for us to move to. About 20 minutes later, she called back and said there wasn’t anything she could do.
I asked to speak with a manager, who told me she had no options because I was in a room that was considered Deluxe Ocean View. I asked the difference between Scenic View, Ocean View and Deluxe Ocean View, and got a vague explanation (rooms 404 and up are all Deluxe Ocean View, and there is no such category as Ocean Facing). I again stated I was told upon booking that Deluxe Ocean View meant the room was ocean-facing, and that Oceanview were the other rooms in the complex with a view of the ocean.
I asked for a rate adjustment to reflect the view we were assigned and was told I already had the best rate through AAA and the manager couldn’t justify any better of a rate ($391.60 plus tax and HI transit).
I asked who I could contact next to voice my dissatisfaction and then was offered a room change to an ocean-facing room two nights into my stay with no adjustment to the previous nights in the non-ocean facing room.
Bottom line: Don’t waste your time or money on this resort, but if you truly have no other option on places to stay, then don’t pay more than the lowest rate for the least view since that is what you will end up with anyway based on my experience and that of fellow travelers who recently came before me!
Pro’s Con’s and a bad experience
We are currently at the end of a week-long stay at the Ka’anapali Beach Club. I give it a three here are some pro’s and cons…
Pro’s: clean, large pool that never seems crowded, water slide for the kids, restaurants on site, Beach is in front of resort however due to erosion there is no longer beach access, large rooms, staff is mostly friendly, self parking or valet with no extra charge.
Con’s: Electric is outdated and our room kept blowing breakers, no stove/oven in mini kitchenette, no beach access, timeshare is heavily pushed, no laundry in room, rooms and facility are a bit dated, paid for an ocean view and ended up getting a view of the mountains and local grocery store. (Management claims this was the fault of our timeshare exchange, but did not offer to help resolve anything.)
The experience we had was bad which was unique to us and the concierge we worked with. Although he was new and friendly enough he ended up ruining our trip. He pushed the timeshare way to hard taking over an hour of our time at check in. We finally gave in and agreed to attend the 2 hour session, but advised we would not schedule a time until the next day as we were too tired from travel. He had us sign the paper and come back the next day. When we came back he set us up with an activity for agreeing to the timeshare meeting. This took over an hour as well and after it was done he gave us our signed forms back with boxes he had checked without us agreeing too.
One of which is that we had to leave our child for a few hours in daycare. I clearly stated this was not an option for us and he led us to believe they would be accommodating. When we showed up to the meeting they stated we would absolutely not be able to take our child and would either have to leave him, cancel our activity, or pay without their discounted price. This was almost $600 when he originally told us it was $200 (written in permanent ink then later claiming he made a mistake). And by the way, there are no spots left…. because our meeting and activity were scheduled later in our trip it was too late to book anything else.
The concierge should have told us this would be a problem from the VERY beginning knowing we had a child and didn’t want to do the timeshare speech to begin with. Instead he wanted the credit for signing us up and wasted our time. The concierge had one job to do and failed us; which ruined our trip and wasted multiple hours of our vacation.
That being said there were pros to the resort but I will certainly not be coming back and will not recommend it to friends as we have been to plenty of nicer resorts on Maui.
IT’S A TRAP!
Signed up to do the “tour” aka timeshare presentation to get deals on activities for my vacation (which worked out great). I knew what I was getting into but want to warn others that no matter how compelling this industry rebranded points system is, it’s still the same old timeshare deal.
Although this one seems to be the worst of the lot, smoke and mirrors and extremely hard sell, don’t get sucked into their trap.
If a deal is good no matter what it is the company or salesperson will let you walk away with numbers to consider and have an open door policy.
If they don’t, then they know your research will reveal their dirty secrets.
Such as the out of control maintenance fees and broken promises, oh and they iron clad contract your children will inherit. FYI, this resort has lost their beaches due to climate change/sea level rise and is importing sand from Australia. Pay attention to their sandbag wall and ask how much that s costing their “owners”. If you want to own a stake in a vacation destination I suggest buying a vacation home you can rent out full time and take advantage of full-service management companies, especially ones that have income guarantees and open-ended contract terms
We stayed at this resort for just under a week with our kids. We are not owners and simply booked a room through a travel website.
Overall, there were some good things with this resort and some areas for improvement. First off, the room itself is very large. There is a kitchen with full-sized fridge/freezer and a large kitchen table (no stove/oven). The pull-out bed in the living room was also surprisingly comfortable – probably one of the better ones I’ve seen in a hotel. The bedroom and bathroom were also quite spacious. The pool area at the hotel is also quite good with a gigantic swimming pool, water slide, fountains and what I believe to be a brand new hot tub area that was really good. The mini golf and some of the other kids activities offered are also a nice feature of the resort.
Some things that could use improvement are just the general dated feeling of the rooms and a lot of the resort. When it rained, the patio doors in our room leaked water – not a ton but enough that the carpets next to the door were wet and obviously over time this is probably the cause of a lot of the “musty smells” that other reviews have mentioned. The bathroom, while spacious, definitely had an outdated feeling. As others have also mentioned, there is unfortunately virtually no beach left at this resort due to erosion.
The staff at the hotel was a mix of excellent and friendly to disinterested. The valet staff and front desk were friendly and helpful but some others around the resort (restaurant area, some but not all of the activity centre staff) seemed like they were just there to get through the day and didn’t appear to be that enthusiastic about their jobs. There were no terrible experiences so I can’t really complain too much but it was just an observation.
Finally, the timeshare selling at this resort is very aggressive. We knew this was a timeshare resort when we booked and we have stayed at other timeshare resorts in the past (other companies, not Diamond) but Diamond Resorts really stood out in how aggressive they were in trying to get us to sign up. From the moment you arrive, they drag you to their “concierge” to try to get you to sign up for a timeshare tour (this concierge visit is “mandatory” before you even get to go to your room). They offered us some dining credits and discounted activity bookings if we signed up for a tour but we declined. Even after declining that, there are numerous voicemails and calls to the room throughout your stay to try to convince you to take a tour – eventually, we just stopped checking the voicemails as it was obvious what type of message the flashing red light on our phone was alerting us to. I understand that they are in the business of selling timeshares which is perfectly fine but I think they could be a lot less pushy about it.
Overall, this was certainly not a terrible place at all but there is for sure room for improvement.