I really wanted to love this resort because Fairmont is well known for a great service and excellent accommodations, but this particular Fairmont resort in Maui is FAR AWAY from being a 5-star resort. I wouldn't even rate it as a 4-star, definitely a solid 3-star with nothing luxurious, average accommodations and service that needs a lot of improvement.
First of all, the resort is simply old, with run down amenities and poorly cleaned. I couldn't help but notice dirty mirrors all over the resort, dusty shelves, stained pillows in the lounge area and dirty silverware in the restaurant. After a while it became disgusting to know that Fairmont charges almost $800 + tax in January for an ocean suite during a full blown construction of a restaurant while guests have to carry disinfectant gels to wipe hands, silverware and everything else that comes in contact.
Check-in personnel always looked bored and unmotivated, rarely smiled and looked irritated if any guest would approach with a request of some kind. We traveled in a group of 6 and I spent quite some time in the lobby waiting for the entire group to gather up thus having plenty of opportunities to observe the behavior of front desk. Pretty disappointing for a resort that claims to be a 5-star property. Take a 10-minute stroll down the beach to the neighboring Four Seasons and get completely blown away by the most attentive, friendly and amazing customer service offered by Four Seasons not only to their guests but also to visitors who just stop by for a short visit. Next time I will definitely stay in Four Seasons and would highly recommend anyone to consider it over Fairmont.
Now moving on to the accommodations. Rooms are spacious with large bathrooms, no complaints here except that even ocean facing suite is so far away from the ocean that you will never hear even a distant sound of the ocean. Instead, most of the ocean suites are facing swimming pools so what you will hear late at night and early in the morning is a swim pool pump that either cleans the pools or pumps the water, I have no idea what this pump does but it is really irritating.
Taking a nap in your room during mid-day proved to be quite challenging because rooms appear to have super thin walls so you either hear screaming children by the pool or blasting TV in the room next door or a cleaning crew dragging chairs in the suite above you. The hotel is kid friendly so you will see and hear a lot of children 24 hours a day no matter where you are. I don't have problem with children and it didn't really bother me, but if you are a kind of person who like peace and quite or a honeymoon couple on a romantic getaway, don't expect anything romantic or peaceful at Fairmont. On the other hand, if you are a family traveling with children, Fairmont would be perfect as your child would most likely find tons of friends within 10 minutes of arrival.
Restaurants on the property are extremely overpriced and not delicious. Besides charging ridiculous prices expect to receive a poor, slow service. Ordering a small bowl of soup that they charge $18 arrived with a plastic spoon with an explanation that they "run out of regular clean spoons" so your $18 soup during dinner is served with a cheap plastic spoon. That happened twice during our stay. After second time noone ordered soup anymore because it is kind of ridiculous to come down all dressed up to a fancy restaurant for dinner and get plastic spoons.
Beach area was so-so and not really inviting or clean. I don't think they clean the beach daily, more like weekly. They have employees working on the beach who suppose to bring and install beach umbrellas if you order one. On one such occasion, the Fairmont employee brought an umbrella and while digging a hole in the sand to put the umbrella in, he was continuously either talking on his cell phone or spitting on the sand around the umbrella. All of this while we were standing, waiting and observing him spitting in the sand. I have no further comment about this.
In summary, I would personally never visit Fairmont ever again, at least not at this location and would seriously re-consider my future visits to any other Fairmont. Perhaps they were a great brand in the past, but over the years all of this have changed and they no longer can be called a 5-star property. So unless you are getting seriously discounted price to stay at this location and not paying more than $200/night, I would skip this resort all together and stay elsewhere. There is plenty of choices on Maui.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Thank you for your detailed review. I would like to start by apologizing for the unfavorable visit you recently had while staying with us. It is always regrettable when we fail to meet the needs and expectations of our valued guests, as our standard is to provide consistently exceptional service. It is clear we have fallen short and there is no excuse for some of the issues you had encountered. Please be assured that your concerns and comments are taken very serious and will be addressed with the appropriate resort leaders. I would like to invite you to contact our General Manager, Mr. Charles Head, to discuss this matter further if you would like 808.875.4100.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC