4/10 Poor
Lori
Travelled with partner
6 Jan 2025
Liked: Amenities, property conditions & facilities
Disliked: Staff & service
Worst checkin experience I have ever had. No help with bags upon arrival when we pulled up. We had to ask for a bellman. They held our bags until our room was ready and then brought them up and threw them on the ground next to the dresser. Didn’t ask where we wanted them or if we needed them to be placed anywhere. Just tossed them on the ground which resulted in my partners luggage to rip making a large hole. We had to purchase new luggage at the end of our trip. The front desk was incredibly rude. No one welcomed us to Hawaii. They demanded to see my card as I approached the desk and said they tried to run it twice 24 hours before but I was told we would pay at the property. The wrong card was on file as we had booked through Expedia. I was unaware and that resulted in a large hold on my credit card resulting in being flagged for fraud. The hotel was of no help and treated us like peasants when I tried to find a solution as it was a Friday and the bank placed a hold until Monday due to everything pending. Only one front desk agent was friendly and tried to assist best she could but by this time we were so turned off by this entire first experience we checked out after 24 hours and left the island. I will never go back to Royal Lahaina. I asked for a full refund and they have still held my deposit though we left. BEWARE. Hotel looks beautiful but not worth the money and the trouble plus they will try to overcharge you.
Lori
Stayed 4 nights in Dec 2024