This business is not BBB accredited.

Grand Wailea

Phone: (808) 875-1234 Fax: (808) 874-2479 3850 Wailea Alanui, Wailea, HI 96753 ! There is an alert on Grand Wailea !

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This company offers the services of a 780 room ocean front resort hotel.

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Grand Wailea include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 1 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Grand Wailea
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: November 14, 1992 Business started: 09/04/1991 Business started locally: 09/04/1991 Business incorporated 12/18/2006 in DE
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

State of Hawaii Department of Taxation
PO Box 1425, Honolulu HI 96806
Phone Number: (808) 587-4242
The number is W20039444-01.

Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Matt Bailey, Managing Director Mr. Bart Santiago, Jr., Director of Finance
Contact Information
Principal: Mr. Matt Bailey, Managing Director
Business Category


Alternate Business Names
MSR Resort Lodging Tennant LLC

Additional Locations


    3850 Wailea Alanui

    Wailea, HI 96753


BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/13/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Dear Mr. ******** I am writing to you to share my experience from our recent trip to Maui and the ************************. I had stayed at the Grand Wailea Resort many years ago, and had been mystified by the sea turtles and I decided to book my vac1:1tion in the midst oft he whale season. My husband and three boys had never been to the islands before, so I was excited about sharing this experience with them. I booked our reservation through a local travel agent, and got two connecting rooms on the property. I paid the complete hotel bill in advance, and called the day before to confirm. Yes- all was confirmed­ aqd we flew out on *************** the next day. At the front desk we were told that we were being upgraded to the town homes across the street. And yes, they are beautiful homes- but as a mother of three young boys my goal for the vacation was a week without cooking and cleaning. Our townhouse and that side of the property housed no room service, no restaurants and only had housekeeping once a week. The very issues I was trying to have a respite from were staring back at me with the Wailea experience. My children were especially upset since I had promised them nightly room service during the trip. Needless to say, everyone was disappointed. I went to the manager *****- who was polite and apologetic- but the hotel was booked and we had no choice but to stay across the street. We went through a series of phone calls and tried coordinating a possible move. I even asked ***** if he could book us at another hotel. He said, "At another hotel, you will not get the Walilea experience." I responded, "as it stands, we ARE NOT getting the experience I planned and pre-paid for...which is exactly why I was considering switching hotels." He then explained that all the other hotels were booked. To make matters worse, the trip to the beach or pool was even more trouble. You had to call and get someone to drive you in a golf cart. Plus, people in the hotel would walk out of their rooms and start saving chairs first thing in the morning. In order to try,and salvage some of the vacatiqn we dreamed of, I asked for ***** to comp us a cabana for the week. That way we didn't have to rush over at 6:30 am to try and stake out chairs and keep them occupied. ***** agreed and gave me a certificate to bring down to the recreation desk, which I did..However, everyday after that we were forced to relive the problem with whoever was at the desk, re-explaining the situation over and over again. At one point, I simply broke down in tears talking to *** from guest services, and eventually just gave up. She was incredibly supportive, and eventually removed all cabana charges. Ultimately, my memories of the trip have devolved into one long argument. I even offered to squeeze all five of us into one room. To say I was stressed would be an understatement. And this was supposed to be a vacation. Eventually ***** was able to upgrade us to the Tapai tower, but with only 2 days left on our vacation, this hardly helped. Our flight left mid morning on that Thursday, but we left the hotel at 8 am .... I could not wait to get out there. I can tell you we were far from the only family complaining. I can also tell you that to behave to customers like's just not okay. I did call corporate headquarters and explained what had happened. They were kind and apologetic, and called the hotel. He came back with 2 nights stay from corporate, 2 nights from the hotel. This equates to 2 nights for our family. We spent on travel, hotel and food. I am requesting that Hilton refund our entire experience in full- Airfare, Hotel, Food. If you refuse to do that, I am requesting that you at least provide a full week's stay somewhere so we can finally have the vacation that we paid for. *************

Desired Settlement: Refund

Business Response: Business' Initial Response /* (1000, 10, 2013/04/30) */ From: ***** ****** (mailto:*****.*********************.com) Sent: Tuesday, April 30, 2013 11:18 AM To: **** ******** Subject: CASE # ********: Ms. ********** ****** Aloha Mr. ********, We will not be providing the compensation that is being requested. We have already compensated the complainant more than what we feel is fair. Attached is all of the correspondence regarding this file. For your reference while your review the attachments: MOD = Manager on Duty BMG Certificate = Be My Guest Certificate and are free nights, of which this guest received 4 in addition to the money she also received so she still has 4 free nights at any Waldorf Astoria any where in the world. On a final note, the guests DID stay here every day of their vacation. Mahalo! ***** ****** ********************** *********************