Unwanted Arrival at Waiohai

[NiteMaire]

When the governor lifted the interisland quarantine, DW and I exchanged into Marriott's Waiohai Beach Club to spend July 4th on Kauai. Instead of the usual Marriott pre-arrival email, they sent an email discouraging our arrival. Here's the quote: "we are writing today to strongly encourage you to consider canceling your upcoming reservation if you have a reservation that is arriving prior to July 31, 2020." It was bolded in the original email. A few days later, the resort called to check if we were still arriving. I told them we were since we weren't subject to the quarantine. The representative seemed very surprised we were still planning on going. I asked the status of pools and grills since I heard they were closed. The rep informed me that all pools and grills were closed and that only buildings 3, 4, and 5 were open; for those unfamiliar with the layout, those are the 3 buildings furthest from the ocean. In any event, the rep made us feel even more unwelcomed so we started looking for a retrade on II.

We found availability at Lawai Beach Resort - Banyan building. I had considered staying there in the past, so I put the reservation on hold and called the resort. The rep was very pleasant. She informed me that they have one pool and one grill (area?) open. It was a very pleasant conversation and experience. We changed our SW flights (even received a credit) and car rental. All is in place for our departure tomorrow. I realize it won't be Marriott, but I appreciate the welcoming spirit.

I'm a Lifetime Titanium member with Marriott so it takes a lot for me to stay outside the family; however, the combination of the email and conversation led me to think Marriott really didn't want us there...so we're going elsewhere. Marriott called me a 2nd time, just a few hours after I retraded for Lawai. They were calling to check if we still planned on going (again). I let them know we were going elsewhere. This rep was nicer than the previous rep. I asked a few questions about the pools, grills, and buildings. She stated the pools were closed so they could work on them. They originally planned to close them in Sep, but moved it to Jun/Jul based on the current situation. She also said the grills were closed because "nobody is staying at the resort." I told her the people in buildings 3-5 may disagree with that statement. She then clarified and stated they didn't have enough people staying to warrant having staff to clean the grills. She also stated the buildings closer to the ocean were closed to complete work that wasn't done during the last renovation (primarily putting tint on windows).

We still love Waiohai, but this was not the usual Marriott experience. Yes, I realize these aren't normal times, but Marriott should be (and usually is) better than that. We'll go back to Waiohai, but it won't be this week.

 

[slip]

When the governor lifted the interisland quarantine, DW and I exchanged into Marriott's Waiohai Beach Club to spend July 4th on Kauai. Instead of the usual Marriott pre-arrival email, they sent an email discouraging our arrival. Here's the quote: "we are writing today to strongly encourage you to consider canceling your upcoming reservation if you have a reservation that is arriving prior to July 31, 2020." It was bolded in the original email. A few days later, the resort called to check if we were still arriving. I told them we were since we weren't subject to the quarantine. The representative seemed very surprised we were still planning on going. I asked the status of pools and grills since I heard they were closed. The rep informed me that all pools and grills were closed and that only buildings 3, 4, and 5 were open; for those unfamiliar with the layout, those are the 3 buildings furthest from the ocean. In any event, the rep made us feel even more unwelcomed so we started looking for a retrade on II.

We found availability at Lawai Beach Resort - Banyan building. I had considered staying there in the past, so I put the reservation on hold and called the resort. The rep was very pleasant. She informed me that they have one pool and one grill (area?) open. It was a very pleasant conversation and experience. We changed our SW flights (even received a credit) and car rental. All is in place for our departure tomorrow. I realize it won't be Marriott, but I appreciate the welcoming spirit.

I'm a Lifetime Titanium member with Marriott so it takes a lot for me to stay outside the family; however, the combination of the email and conversation led me to think Marriott really didn't want us there...so we're going elsewhere. Marriott called me a 2nd time, just a few hours after I retraded for Lawai. They were calling to check if we still planned on going (again). I let them know we were going elsewhere. This rep was nicer than the previous rep. I asked a few questions about the pools, grills, and buildings. She stated the pools were closed so they could work on them. They originally planned to close them in Sep, but moved it to Jun/Jul based on the current situation. She also said the grills were closed because "nobody is staying at the resort." I told her the people in buildings 3-5 may disagree with that statement. She then clarified and stated they didn't have enough people staying to warrant having staff to clean the grills. She also stated the buildings closer to the ocean were closed to complete work that wasn't done during the last renovation (primarily putting tint on windows).

We still love Waiohai, but this was not the usual Marriott experience. Yes, I realize these aren't normal times, but Marriott should be (and usually is) better than that. We'll go back to Waiohai, but it won't be this week.

You will still enjoy your time on Kauai. LBR is not a Marriott but is still nice and in a good location. I have seen availability there with the virus and if I had more vacation, I would have grabbed a week.

 

[dioxide45]

This seems to be the new norm for Marriott resorts. Pre-arrival emails are more of a way to find out and hope you won't be showing up. Telling you about everything that is closed and why they generally don't really want you there. However, at the resorts, the staff seems to be pretty friendly.

 

[luv_maui]

When the governor lifted the interisland quarantine, DW and I exchanged into Marriott's Waiohai Beach Club to spend July 4th on Kauai. Instead of the usual Marriott pre-arrival email, they sent an email discouraging our arrival. Here's the quote: "we are writing today to strongly encourage you to consider canceling your upcoming reservation if you have a reservation that is arriving prior to July 31, 2020." It was bolded in the original email. A few days later, the resort called to check if we were still arriving. I told them we were since we weren't subject to the quarantine. The representative seemed very surprised we were still planning on going. I asked the status of pools and grills since I heard they were closed. The rep informed me that all pools and grills were closed and that only buildings 3, 4, and 5 were open; for those unfamiliar with the layout, those are the 3 buildings furthest from the ocean. In any event, the rep made us feel even more unwelcomed so we started looking for a retrade on II.

We found availability at Lawai Beach Resort - Banyan building. I had considered staying there in the past, so I put the reservation on hold and called the resort. The rep was very pleasant. She informed me that they have one pool and one grill (area?) open. It was a very pleasant conversation and experience. We changed our SW flights (even received a credit) and car rental. All is in place for our departure tomorrow. I realize it won't be Marriott, but I appreciate the welcoming spirit.

I'm a Lifetime Titanium member with Marriott so it takes a lot for me to stay outside the family; however, the combination of the email and conversation led me to think Marriott really didn't want us there...so we're going elsewhere. Marriott called me a 2nd time, just a few hours after I retraded for Lawai. They were calling to check if we still planned on going (again). I let them know we were going elsewhere. This rep was nicer than the previous rep. I asked a few questions about the pools, grills, and buildings. She stated the pools were closed so they could work on them. They originally planned to close them in Sep, but moved it to Jun/Jul based on the current situation. She also said the grills were closed because "nobody is staying at the resort." I told her the people in buildings 3-5 may disagree with that statement. She then clarified and stated they didn't have enough people staying to warrant having staff to clean the grills. She also stated the buildings closer to the ocean were closed to complete work that wasn't done during the last renovation (primarily putting tint on windows).

We still love Waiohai, but this was not the usual Marriott experience. Yes, I realize these aren't normal times, but Marriott should be (and usually is) better than that. We'll go back to Waiohai, but it won't be this week.

I don’t think I would’ve let Waiohai stop me from coming. Marriott Maui sent new a generic letter from general manager strongly encouraging me to not come, interval International simply told me the resort was closed, and the Marriott Maui phone was answered mostly by security with not encouragement to come. Yes, not much is open and it’s what I had expected - somewhat of ghost town with very little open. But yes, I would expect better from Marriott. But during these pandemic times nothing is normal. Stay safe and healthy and may your trip be relaxing and enjoyable.

 

[luv_maui]

This seems to be the norm for Marriott resorts. Pre-arrival emails are more of a way to find out and hope you won't be showing up. Telling you about everything that is closed and why they generally don't really want you there. However, at the resorts, the staff seems to be pretty friendly.

Agreed. Once we got to Marriott Maui, staff was friendly. To the extent allowed, service has been good. Housekeeping wasn’t allowed into any rooms but were very prompt in fulfilling our request for supplies.

 

[NiteMaire]

This seems to be the norm for Marriott resorts. Pre-arrival emails are more of a way to find out and hope you won't be showing up. Telling you about everything that is closed and why they generally don't really want you there. However, at the resorts, the staff seems to be pretty friendly.

It may be the norm now, but it wasn't before. I've received plenty of pre-arrival emails (probably not as many as you), but this was the first with this message. Interestingly, the email didn't reflect the closures. I found out about them because I asked during the call. And I agree that Marriott staffs are (almost always) very friendly. We were there in April 2019, and the staff went well out of their way to ensure we felt the Aloha spirit.

I don’t think I would’ve let Waiohai stop me from coming...But yes, I would expect better from Marriott. But during these pandemic times nothing is normal. Stay safe and healthy and may your trip be relaxing and enjoyable.

It wasn't just the email and conversation; the majority of the group wanted to use pools and grills. Had we not found LBR, we would have kept the reservation at Waiohai.

@luv_maui my neighbor will be your neighbor starting next weekend. I got a trade to MOC and passed to them via guest certificate. I also received the same type of email from MOC, but thanks to your thread we know what they can expect at MOC.

 

[dioxide45]

It may be the norm now, but it wasn't before. I've received plenty of pre-arrival emails (probably not as many as you), but this was the first with this message. Interestingly, the email didn't reflect the closures. I found out about them because I asked during the call. And I agree that Marriott staffs are (almost always) very friendly. We were there in April 2019, and the staff went well out of their way to ensure we felt the Aloha spirit.

Yes, I meant to say it is the new norm. I updated my post.

They no longer send out pre-arrival emails asking for villa preferences, but ratner to warn us about everything that is closed and all the stuff they are doing. We have received recent calls from the resort pre-arrival asking if we were coming and they seemed disappointed to hear that we were.

 

[luv_maui]

Yes, I meant to say it is the new norm. I updated my post.

They no longer send out pre-arrival emails asking for villa preferences, but ratner to warn us about everything that is closed and all the stuff they are doing. We have received recent calls from the resort pre-arrival asking if we were coming and they seemed disappointed to hear that we were.

Maybe this will change starting 8/1/20? Also, The extra $600/wk unemployment benefits currently officially stops the week prior to 7/31, so unless extended, it will stop with 7/24/20 check

 

[dioxide45]

Maybe this will change starting 8/1/20? Also, The extra $600/wk unemployment benefits currently officially stops the week prior to 7/31, so unless extended, it will stop with 7/24/20 check

Perhaps. They may be having a hard time getting staff back to the resort to work. Not really sure. Things sure did pick up here today at Cypress Harbour. A lot more cars in the parking lot.

 

[luv_maui]

Perhaps. They may be having a hard time getting staff back to the resort to work. Not really sure. Things sure did pick up here today at Cypress Harbour. A lot more cars in the parking lot.

Here too. Went from 3-4 cars to 12. Still, no issues parking. Usually after dinner we have to have it valet parked when staying in Napili tower since Napili parking is insufficient, and I don’t want to park down by Lahaina building.

 

[normab]

We also got calls from the Marriott resorts where we had reservations in May and June. These were not Hawaii resorts, they were in Hilton head and Florida, but I did not get the impression they didn’t want us to come. I felt that they were letting us know which (few) amenities they had open, especially in May, and they wanted to give us the option to change our plans so we wouldn’t be disappointed.

It could be, that if the staff is overwhelmed, they might have a different tone in their voice…

PS. We are owners at Waiohai and buildings 3, 4 and 5 have the loveliest garden views of the koi pond. If they aren’t full, I doubt they are giving anyone the parking lot view.

 

[frank808]

I got that letter for each of my stays statting in March.

It was a rather unwelcoming toned letter. Just ignored it and stayed at MKO as usual. Now nothing was open and not even the DVD rental machines worked. Still we are fine as long as we got our room.

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