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Business Profile

Hotel Reservation

Royal Lahaina Resort

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Royal Lahaina Resort's headquarters and its corporate-owned locations. To view all corporate locations, see

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Royal Lahaina Resort has 3 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint type

    • Initial Complaint

      Date:01/10/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We booked a Bungalow Junior Suite. Partial ocean view with 2 bungalows and a tree blocking our view. The walls are PAPER THIN! We heard every single thing that happened next door to us. Parents yelling. Kids wrestling and laughing. TV. Even cell phone alarms that go off at 4 am. And I'm sure they heard everything that went on in our room as well.Housekeeping NEVER came to our room. They were suppose to come every other day. Called for towels at 5:48 pm - by 6:12 they still haven't arrived. Called again at 6:42. Housekeeping, no answer. Front desk, no answer. Back to housekeeping. Finally picked up. Told them the issue and said they would come - arrived at 7:14 pm. Asked to pick up trash also. I said no thanks.Didn't set up the sofa bed for us even though we had asked. Called front desk. No answer. Housekeeping, no answer. Back to front. Said they would bring stuff. Only bedsheets. Called again for a blanket.Parking is shared with the Luau. So if you arrive back at the hotel after 4:30, expect to park in the overflow parking. You also get golf cart riders (not employees) that block roads and get mad when you drive around them. They cursed at my husband.The towel shack is always closed. Pool is also extremely small for a resort. Swarmed with flies in the AM. pool lights don't come on until after 6:30pm when its dark at 6 pm.Breakfast buffet -waited over an hour to get in. The most basic continental foods. Not worth the wait. Second day we waited 45 mins - arrived at 7:08 am. They open at 7. 1 host checking guests in and seating them.Cultural classes? Where? Our shower had sand in it so that its never washed in between stays. Nothing was mentioned about the free shuttle to ***************. Botanical tour of the resort? - never mentioned.Although our parking and resort fees were waived, the $2500 we paid for really only 2.25 days was absolutely not worth it since we were extremely miserable- especially as it was a Holiday trip for us.

    • Initial Complaint

      Date:02/02/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We were trapped there during the Maui fire. We did not have access to hot water nor power for seven out of the 10 days we were there. I have been asking for a refund for the seven days one of the 10 days we were not even inside of their hotel, we were finally able to make it to ***** and spend the night there Saturday night that theyre charging us for as well. This company told us that if we left our room even to go get water or food from another store nearby that they would give our room to locals so we had our kids even look after our room for us so we could go check for water and food considering they were charging us 7 to 8 dollars a bottle and $30-$50 a plate for food which was rice, chicken and vegetables, breakfast lunch, and dinner these folks evacuated us even on Friday night and I have video of them and their workers five minutes after evacuating us to the golf course telling us that we cannot come back to the hotel And to get your things into your cars they were partying out on their lanai having food and barbecuing with friends and family. This is all a hoax its a set up. They are ripping us off our money and I want my $3500 back I have evidence I have photos. I have photos of them even not allowing us to go back into the hotel that Friday night after we deserted our plates of food and they have workers and theyre eating , but we cant go in there and eat or get a drink of water. Even this is a disgrace its not fair to our families that were there on vacation. I have been supporting this hotel for the last seven years I even brought a family along with me that they were able to get a refund of four nights and I cant even get a refund of the nights that Im asking for that we did not have hot water linens Access to the hotel power accommodations and even being charged for the night. I was in ***** that I have a receipt please help. I also have more photos and videos I can provide. I just cant get them here thousands of dollars in receipts hotels

    • Initial Complaint

      Date:11/21/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We booked a Luau on 06/16/2023 for 6 people for August 10/23. That was the time during the fire and the power lines where down . We tried to contact the Resort with no luck . We had no service , no power and had to evacuate. We were told that there was no Luau . I really tried to communicate with the company , 5 phone calls , 3 e-mails no respond . I feel terrible what happened to the nice people of Maui I do believe that I should get a refund and that they should not use there cancellation policy not to pay me back . They didnt have the luau that night . I sincerely appreciate your help in this matter

      Customer Answer

      Date: 12/01/2023

      The royal Lahaina Resort decided to refund us for the luau . Complaint # ********, code 60301736-6B14C . Thanks for your help !

    • Initial Complaint

      Date:11/11/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We were present for the Lahaina Fire in August. We were stuck at the Grand Lahaina as we could not initially leave town and flights were cancelled. We were sequestered in the hotel Lobby as staff made us evacuate the rooms. There was no power and limited food. The grand Lahaina continued to charge a resort fee when services were unavailable and full price for meals when food was rationed and limited. We were then charged for an extra night ($418) 8/9 which is the same day we evacuated the island and did not stay at the resort. We have contacted both the Royal Lahaina and our CC company with no resolution. This was a tragedy and a state of emergency for the island and it feels as if the Royal Lahaina took advantage of the situation.

    Royal Lahaina Resort is NOT a BBB Accredited Business.

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