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Aston at Papakea Resort Reviews
WARNING: Aston Papakea moved us to a sister property
Aston Papakea moved us to a sister property the day of check in with no notice or concession! Do not book with the Aston brand unless you are okay being moved to an affiliate property within their brand.
We booked Aston Papakea on Sept 7, 2017 for our trip on Feb 20, 2018 and paid in full at the time of booking. The resort NEVER contacted me to say they were moving my family to a different property. I even contacted the resort a week out to inquire about a possible early check in and nothing was said. It was not until I called, day of check in, that I was informed we had been moved to Aston Mahana. I was in complete shock! I have never experienced or even heard of anyone being moved resorts with no explanation. The resort staff acted as if this was no big deal, which leads me to believe this is standard practice for the Aston brand. It was not until I requested to speak to a manager, and pressed her for a reason, that I was informed we were “bumped” because their owners take priority. This did not sit well with me as I paid more than 5 months in advance! In addition, the resort offered absolutely nothing for our inconvenience. If Aston Papakea chooses to advertise their resort to non-owners, and then proceeds to “bump” their non-owner guests when needed, they need to do something to make it up for it. Aston Papakea moved us for their convenience and could have cared less how it impacted our family’s vacation. Poor customer service = poor business!
I wish I would have known about this practice in advance as I would have never booked a property under the Aston brand. Taking our family to Maui was a big vacation, and one that was planned months in advance. Not only did this resort fail to deliver, but they made our family feel as if we did not matter. I would caution anyone considering an Aston brand resort to think twice as you may very likely end up in a completely different property.
I wrote an email directly to the resort as well as filled out a feedback request sent to me by the resort we were moved to – in my comments, I requested that the property contact me and I have had no response in over a weeks time. Very disappointing!
I would not recommend this place.
We had to wait over 2 hours to get our room and they told us they would call us when the room was ready and never did. We had to keep checking back. Our room was not very nice just basic. And I don’t think they were waiting for it to get cleaned (didn’t smell fresh).
It was so hot only one little wall AC for the whole unit. We paid for a ocean view and if you leaned out to balcony you could see water. We had bugs all over our food the next morning and when we called to change rooms we were transferred to maintenance who said they would come out the next day. We were only staying 4 nights so that was not acceptable.
We asked to change rooms and were transferred again. They sent up a maintenance person who sprayed bug killer all over the kitchen. We were never offered another room.
We didn’t want to spend our time arguing so we tried to make the best of it. I wrote the company and they said their was nothing they could do because the don’t manage the building or front desk. Well they need to get someone with customer service to manager their properties.
The pool area is average. No shade or umbrellas. BBQs but none of the lights work so you had to BBQ in the dark.
Never staying at an Aston property ever again!
We have just returned to Australia after staying at the Aston Papakea from the 21st September to the 28th September 2018. Unfortunately, our accommodation in Maui at the Aston Papakea was disappointing. A friend has recommended the Honua Kai. I should have taken her advice and stayed there. It would have been more pleasant even though they currently have a building project underway (which is why we didn’t stay there).
The accommodation was very dated (we stayed in room H303). When we entered the room it was cleanish but certainly not spotless. Bench tops in the kitchen were grimy and the whole place smelt musty. I was willing to live with this so we opened all the windows and doors to air it out and I bought surface spray to wipe down all the bench tops. There was nothing available in the room to clean with other than a small bottle of dishwashing liquid.
During our stay, we reported that the toilet in the ensuite wasn’t working properly (it was continually running). We reported that on our second day there and no one came to look at it. Additionally, the light globe blew in the ensuite on our second day as well but given their lack in interest in fixing the toilet we couldn’t be bothered reporting it. Also, the fan in the second bedroom barely worked which made for difficult sleeping conditions as the bedrooms were not air-conditioned. It was also an extremely noisy room (all night and the early morning).
The reservations staff were rude and disinterested. Check in time was 4pm which we understood. So we waited for our room until that time. They were unable (or unwilling) to ring us if the room was ready earlier as they cant call international mobiles.
My main gripe is that they took additional money from my account adding up to in excess of $AUD600 that they were not authorised to do so. They had already debited the resorts fees ($USD17 per day), cleaning fees ($USD89+tax) and holding deposit ($USD100). In regards to these fees I wonder what I’m getting for my money? The facilities consisted of a pool and spa and tennis courts (which were all immaculately kept), the “cleaning” consisted of the garbage being emptied everyday. But I digress, when I asked what this additional money was about I was told that they hadn’t debited any of this money (even when I showed them my account). They were not in anyway interested in finding out who had debited this unauthorised amount. My bank was unable to do anything as the amounts were still in pending. However this meant that we had $600 less for the last few days of our holidays.
I have made a complaint through their website, but unsurprisingly there has been no acknowledgement of when I will have my money returned. Im hoping that this review on Trip Advisor will spark a response.
I have read positive reviews on this resort. If you have already booked, pay all your fees in cash (don’t give them a credit card) and don’t stay in H303 under any circumstances.
I’m disappointed that I’ve had to write this review. Maui is beautiful and we enjoyed every other part of our holiday.
Find somewhere else to stay.
I really wanted to give this location a good review but, I have to tell you, pass on this resort. First, I will mention some of the positives, few that they are. It has a very nice pool and the surrounding area. Well maintained. I believe every room has an ocean view. That’s about all.
It calls itself a resort but it really isn’t. No food, no bar, no beach. Yes, you read correctly, no beach. They have a very nice grass area leading up to a sea wall. That’s it. However, all you have to do is walk about five minutes south to the property next door and you will find a very nice beach that extends for quite a distance, passing other resorts lining the beach.
Get this. There is ZERO shade at the pool. ZERO umbrellas. The sun on Maui can be intense. I’ve never been to a resort with a pool or pools that don’t employ umbrellas. There are some very tall palm trees but they do almost next to nothing to provide shade.
The kitchen area inside our condo was infested with ants, water ants to be precise. We lost all our counter food to the ants. From then on we had to place everything inside the refrigerator. They did call for pest control and part of the kitchen was sprayed. I say part because, when we came back the ant problem was still there and never really went away.
The room has a safe to store your valuables. It’s located in the closet, ON THE FLOOR. You try getting down on all fours to use it when you’re 70, recovering from spinal surgery. WHY is it on the floor? I wanted to slam someone’s head against a wall.
We had a problem with our slider leading out onto the balcony. It was around seven PM, Island time. I am still recovering from spinal surgery and I didn’t want to try and muscle the door back into place. I called the desk. This is where it gets really weird. Apparently, the condos at this resort are rented, shared, and managed by different companies and/or individuals. Since we got our room through Interval, we were told to call them. WHAT? I’ve never been anywhere, and I’ve been almost everywhere, where the resort doesn’t resolve a maintenance issue on their property. Like a nut, I called Interval.
The only problem was that the number I had was for their main office in Florida where it was one AM. At no time did the person at the front desk tell me there was a local number I could call. Who cares, really. Who expects to have to call somewhere or someone else off the property to resolve this type of issue. It could have been the water heater, or the dishwasher, or the AC. Oh, by the way, I told the desk the slider would not close and Tropical Storm Olivia was due to arrive. They could expect a flooded living area if the wind blew the rain in. I didn’t need that problem so I took the screen off, then muscled the door back into place. The balcony was flooded but we stayed dry inside. My back hurts a little.
Their concierge is not a true concierge in the way you would expect. He or she has a double duty of greeting new arrivals and holding meetings with them almost every morning. So, when I needed a concierge in the morning to help plan my day, they weren’t available. Not to worry. Just go to the resort next door or to Scuba Bobs across the street. They are happy to work with you. But, after reading this, why would you elect to stay here.
My wife and I had a great time in Maui. We did so by leaving the Papakea and going to any of the numerous resorts nearby. Other than to sleep, shower and eat breakfast, or watch a Dodger game, we went elsewhere to have a good time.
When I made the reservation I clearly stated that we were travelling with another couple (making us two couples) on a romantic getaway. When I arrived at the front desk at approx. 11 PM I was greeted by Fairy who made the check-in process run smoothly….BUT, when I arrived at my room J-407 there were ants crawling on the counter, outdated room (on the website they show the renovated rooms, very deceiving), AND the upstairs loft room where my boyfriend and I were staying has TWO TWIN BEDS!!!
I tried to contact the front desk with the room phone, which did not work. I had to call from my cell phone and wait approximately 5 minutes to speak with someone because you had to go through the automated system.
I was able to speak with Fairy who told me that there was nothing that she could do, because there was no management on duty on GRAVEYARD. In the very early morning we were awakened by knocking from housekeeping who cleaned the counter and shortly after falling back asleep maintenance who came to fix the phone (speed dial still did not work after they fixed it) The Aston management representative Emily I believe called me at 11pm, she did not call me to let me know that she was sending housekeeping and maintenance. Which I believe is very unprofessional, you as management should contact the guest and let them know the things you are doing to rectify the problems.
I told Emily about the twin beds upstairs, and she assured me that she would get housekeeping to come to the room and place a mattress topper to fix the problem. To my disbelief after arriving back to the room at about 10 pm at night…they pushed the two twin beds together and put a king sheet over the mattresses!!!!
I contacted the front desk and talk to Fairy again who advised me for a second time that there was nothing she could do but email the Aston management. After two nights out of six ruined they finally got someone to put the mattress topper on the beds.
The reason that I chose to stay at Aston Papakea was that in May I stayed at the Aston Waikiki Beach Hotel and was very pleased with everything.
Apparently, they do not run all Aston properties the same. I WILL NEVER STAY AT AN ASTON PROPERTY AGAIN!
You have lost a customer who travels at least four times a year and would have stayed loyal to Aston but was very disappointed with this experience.
No one should ever have to deal with these issues when staying at a hotel/condo on vacation.
The Aston Papakea website shows only the renovated rooms they have they do not show the room that you will most likely get, which will be an outdated room.
Total lack of interest in helping at check in
I just came back from a week vacation in your hotel Papakea. I stayed at room B-104 from May 26 to June 2.
When we arrived, I asked if we could change our room.
My wife had a very severe pain, making it very difficult to walk they had assigned us their furthest room from the parking lot. The receptionist said that even though they had available rooms, it was too late for her to call corporate and request another room. It has never happened to me in other hotel or condo that the hotel has no authority to change room if available. This is a very uncomfortable system for the guest. You never know what you are going to get until you arrive at the property.
We asked the receptionist, to help us in getting a wheelchair for my wife, she said she was calling the security person to help us taking my wife to the room. A guy shows up 10 minutes later, yelling at me and asking me to move my car from the “15 minutes” parking space immediately or he will have it towed away.
He just couldn’t even let me explain, that I understood that I needed to move the car to an available spot, but what I really needed was help to transport my wife to the room, he just keep yelling at me and wouldn’t listen.
I came back to the reception and he followed me, continuing his yelling. I tried to explain to the receptionist what I needed and he told her that she was not allowed to speak to me, that he was the authority. Clients and patrons are not important to him
I decided to move the car and help my wife through this difficult moment.
The security guy (Cary) came back and offer and apology. Too little, too late. He did transported her to the room (How difficult was that?)
We came flying from Miami 11 hours, tired and hoping to enjoy our week vacations.
This guy ruined it.
I have been all my life in the hotel business. In fact, I have a deal with complaint letters like this for years. I have never heard of such a rude and unpleasant employee who thinks he is the sheriff in town. I think his background is from the jail system. He has never heard of hospitality and its meaning. I blame the hotel management for his poor training.
The next morning I was able to speak with the relation manager and he was very nice and was able to find us a room much closer to the parking.
They really have a big problem with an employee like him