We are Marriott Vacation Club members, stayed in the vacation club for ten days, had a regular day room for a day.

When we arrived there were three at the front desk. All three were on the telephone, ignoring my wife standing at the counter. It sounded as if the front desk staff was fielding reservation calls. It was not the welcome we receive from other Marriott Vacation Clubs or Disney.

Once in our unit we had little interaction with the front desk, with the exception of reserving a day room. At first we were told to call three days prior and they would know if they had a day room as we had a 9 pm flight - without a vacation club locker room - we wanted to shower etc. prior to our 20 hours of travel. They pushed it back each day, telling us to call the next day. Finally the day prior, my wife said enough. The front desk said we needed to go through MVC. What a run around.

The gym had draconian COVID protocol’s where you have to reserve a time slot and a guard has to let you into the gym for your 45 minute work out. They let you in at the top of the hour, out at 45 after. I like that they limit the number in the gym to 8. They also have every other machine blocked off. Keep in mind, to visit Hawaii, you need to be fully vaccinated, and you must have a COVID pass to enter - which requires proof of vaccines.

The resort snd our vacation club unit we’re nice. It’s a shame that management has not explained to the front desk staff and gym security staff that people come to the resort on vacation and they should support the experience by being positive, helpful, and most important, provide the experience they would expect while on vacation.

The house keeping staff was pleasant and helpful. I did loose a $45 Anker phone charger and power cord. I left it plugged in, next to the bed. When I called a few hours later, it disappeared. Housekeeping and security could not find it - and I used it every night for 11 nights - then it disappeared.

Overall, the front end staff blew it for us in this experience. If you are in the hospitality business in Hawaii, make your customers feel like they are on vacation and special.

We ate at the Mauna Lani a few times while in town - what an experience - beautiful facility.

5 star all the way around. 2-bedroom oceanfront villa huge and gorgeous, grounds lovely. Two minor drawbacks:
Multiple snobby owners monopolizing the chairs and pool area in front of Napili tower, where we were located. Placed their towels and a little gear on chairs every day before 7 am and left them there all day. They talked loudly and frequently amongst themselves bemoaning the non-owners they had to share the pool area with.
We weren’t able to swim off the beach because of high surf all week. There’s a sever drop-off just a few feet into the water and the surf made it too risky for us older folks.