![]() Started our spa experience more stressed than relaxed. Headed to the spa for the times we requested (not hearing otherwise) only to find out we missed our first appointment, and were going to be charged for this (the fee was waived, but I was made to feel it was my fault). Didn't get final appointment times until the day of, although I had been responding promptly. It took several days of email exchanges to arrange this. Cell signal was in and out while we vacationed all over the island (or out on the water), so I preferred online/email. My only difficulty was arranging the appointments. So relaxed, we couldn't find him at closing time. Even "Traveling Pappy" if you will, who is normally wound tight came out smiling and relaxed. Everyone had a 25 minute Lomi Lomi massage, then were able to enjoy all the amenities of the spa, the pool, and shower before our flight. This was a tremendous finish to our epic family vacation. We had a 10:30 pm flight and had already checked out of our condo. We went to Spa Montage on our last day in Maui. BTW, the pool area is indeed lovely and the massage therapists were very professional and skilled. Until this manager is replaced, I recommend selecting a different spa experience/venue. Having met the spa manager last year, who was extremely condescending to us in front of other guests, and reviewing her responses to complaints lodged on this review site, it is clear that the problems reside with her lack of leadership and commitment to customer service. This time the rain showers were not working in the men's and women's private hot/cold areas, but we were not informed prior to arrival so that we could make a decision to reschedule, fire alarms went off for the last ten minutes of our couples massages that screeched into our specific outdoor hut and no spa employee made any attempt to apologize at the very least, the food service had been cancelled in the pool area which limited the ability to spend the day there, staff in the locker rooms were nowhere to be found, and to add insult to injury, front office staff elevated their voices when we questioned our bill at check out causing us embarrassment. We again visited the spa this past month. His response made us refrain from writing any reviews until after giving the spa another chance. We elevated our complaint to the general manager, who comped us for massages during our next visit to Maui. We complained to the spa manager, but our concerns fell on deaf ears. For $220 an hour each, we believed that our massages should be provided in a tranquil setting and that spa management had the ability to control this level of noise either through better scheduling or better policies. During our massages, we were inundated with noise from gardeners talking and running lawnmowers. Last year, my husband and I spent a day at this spa. Overall, taking into consideration the two times I have been here, I don't think I will go back. The food was delicious (we got parfait and chocolate/banana shake). We did finally get our food but we were disappointed in the service. I don't think that is right because they never even made a round to say 'hey we are closing up, can I get you anything' - which at a spa that portrays themselves at a high caliber- this service was unacceptable. ![]() I went to order and the lady tried to push back (it was 1256) and they were closed. I also agree about how ridiculous it is they only offer food til 1, and of course they don't tell you this. ![]() I do wish they would put hooks by the cold showers and whirlpool.otherwise you have to run across a little garden, naked, to get your robe or put it on the ground. The facilities were nice they had everything you would expect for the price tag (steam, showers, sauna, hottub cold showers ect.). They made a comment about we didn't tip in their guidelines - I'm sorry but 17% tip isn't bad. Well yesterday I went to use the 15% off and they gave me a hard time.raised their voices as, what I perceived, a way to try to embarrass us. The last time I visited the property I had some issues, and did talk to the manager. I have to agree with other reviews, the management is quite poor here.
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