Client Review on Napili Point Resort

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Last and final stay at what used to be my favorite place in Maui. I've stayed at Napili Point about 15 times in the last 20 years, in the A units, the B units and the C units and in all the different views, oceanfront etc. It's a fully serviced condo and the cleaning staff are delightfully kind and helpful. The furnishings are outdated and the property is a bit rundown. There is no air conditioning and there's an ant problem. Despite the downsides, the upside of waking up and going to bed with the ocean waves crashing just outside is priceless. The sunsets are breathtaking and the turtle bay is excellent for snorkeling, the community outdoor barbecue grills and the swimming pools are clean and gated (no lifeguards). Its just walking distance to the Gazebo and a baby beach that I've taken my own babies then children then teenagers to over the years. Beach access is treacherous across a hard craggy slippery makeshift pathway, difficult to navigate with a baby at the hip but the baby beach has smooth sand and a safe surf nestled in a protected cove (no sharks). In the winter the whales can be seen between Maui and Molokai. So why won't I ever come back to a place I've loved and I have such beautiful memories of? THE MANAGEMENT. I booked a room for a week. On day 4, I came home from a Gazebo breakfast with the pounding of heavy equipment right outside my window. Even with the windows closed, the breaking of pavement 15 yards from my door could not be ignored as I could feel the pounding in the walls. With the beeping forklifts and the grinding of black top being pulled up, my husband and I could hardly hear each other talk. I called the front desk and the fellow answering said, "yes its noisy but it won't last long and hung up on me". I called back and said, "excuse me, no one told me you were going to be doing heavy construction work outside my door, and he said "if you don't like it you can check out" and hung up on me again. I called back and said "I'm the one who called earlier, you've hung up on me twice, whats your name? He said "Gilbert" and I said this noise is unacceptable, and he said,"Look, I have a lot to do and I don't need you pestering me, so if you don't like the noise you can check out," and abruptly hung up on me again. Stunned I looked for the general managers name and contact info. In the book next to the phone: Rod Kelly. No number or contact info, so my husband encouraged me to go to the front desk in person. Again, while walking from our door to the office, the whole parking lot is being pounded up and uplifted with 20+ workmen, 3 trucks and 2 heavy diggers. We arrive there and my husband politely reiterated the problem. We've spent good money for a restful vacation and there's pounding and hardtop work and heavy machinery in front of our door. Gilbert rolls his eyes, walks away while we're talking and says there's nothing they can do about that. We ask to speak to the GM, and he walks behind the wall and Rod Kelly immediately walks out with him. We tell him the problem, how I've been rudely hung up on and accused of pestering his front desk with the legitimate complaint that our restful vacation was being ruined by parking lot rework. We complained we'd never been told this would occur (or we could have made alternate plans including either staying away for the day OR booked another place in advance). Gilbert scoffed and said we were told a "couple days ago"--- completely untrue by the way. Rod Kelly was just as nonchalant about the inconvenience to us. "If you don't like it you can go." Unbelievable. WORST CUSTOMER SERVICE EVER. All we wanted was acknowledgment that we were spending over $1500 a week to stay there and that our repeat business and loyalty was valued. Instead I kept being shown the door. So I took the door. I'm never coming back.