Royal Lahaina Resort & Bungalows in Lahaina

We booked 6 nights at the ocean front Royal Bungalow (Junior Suite) paying over 700 per night. The room ended up being upstair, with no direct access to the beach as the name beachfront Bungalow implies.
It was not worth the money and our experience at the resort was one of the worst. I'm trying to be as fair and constructive as possible, hoping the GM and/or owners of the resort can read and do something about it:
1. More than half the staff didn't seem to be happy doing what they did. This showed through the interactions with us: very polite, but cold and had the wrong energy. Suggestion: treat your staff better, pay them more to make sure they are happy.
2. We arrived as a family of 4, which was communicated via our booking in advance. The resort didn't pull out the sofa to turn it into a bed, not even additional sheet, and pillows. We had to request for help with the sofa bed. The staff showed up at the door handing us those items, no intention to go in to help us set up. We asked specifically for help. He stepped in, with full dirty shoes on, to pull out the sofa, then leave. Suggestion: for the price you charge, this level of service is inadequate. Train your staff better, to take shoes off when stepping in guests' rooms.
3. We noticed how dirty the floor was the moment we stepped inside. I had to wipe it off with some paper (see photos)
4. The room is large, but I don't know why the mini fridge was put inside the toilet, not too far from where people do their business (see photos)
5. The breakfast was TERRIBLE. The 2 included photos show ALL the food there was on our last morning there. ALL processed frozen protein. Just terrible. It was as if the chef made no effort to prepare decent food, or a calculated decision by the ownership to cut operating costs to maximize profit.
6. The car parking lot is always full when we come back late afternoon, because of the nightly Lu'au.
7. And perhaps the worst was when we spoke to the manager about this, she didn't care to hear the details, nor make any attempts to rectify. She just casually offered us to check out early, charging us 2 nights and refunded 4. Maybe that was for the best as we ended up booking at Weilia Marriott for less, despite that resort is much better on many dimensions.

We booked 6 nights at the ocean front Royal Bungalow (Junior Suite) paying over 700 per night. The room ended up being upstair, with no direct access to the beach as the name beachfront Bungalow implies.
It was not worth the money and our experience at the resort was one of the worst. I'm trying to be as fair and constructive as possible, hoping the GM and/or owners of the resort can read and do something about it:
1. More than half the staff didn't seem to be happy doing what they did. This showed through the interactions with us: very polite, but cold and had the wrong energy. Suggestion: treat your staff better, pay them more to make sure they are happy.
2. We arrived as a family of 4, which was communicated via our booking in advance. The resort didn't pull out the sofa to turn it into a bed, not even additional sheet, and pillows. We had to request for help with the sofa bed. The staff showed up at the door handing us those items, no intention to go in to help us set up. We asked specifically for help. He stepped in, with full dirty shoes on, to pull out the sofa, then leave. Suggestion: for the price you charge, this level of service is inadequate. Train your staff better, to take shoes off when stepping in guests' rooms.
3. We noticed how dirty the floor was the moment we stepped inside. I had to wipe it off with some paper (see photos)
4. The room is large, but I don't know why the mini fridge was put inside the toilet, not too far from where people do their business (see photos)
5. The breakfast was TERRIBLE. The 2 included photos show ALL the food there was on our last morning there. ALL processed frozen protein. Just terrible. It was as if the chef made no effort to prepare decent food, or a calculated decision by the ownership to cut operating costs to maximize profit.
6. The car parking lot is always full when we come back late afternoon, because of the nightly Lu'au.
7. And perhaps the worst was when we spoke to the manager about this, she didn't care to hear the details, nor make any attempts to rectify. She just casually offered us to check out early, charging us 2 nights and refunded 4. Maybe that was for the best as we ended up booking at Weilia Marriott for less, despite that resort is much better on many dimensions.

DO NOT BOOK AT THIS RESORT!!

One of my family members checked into to this hotel for us a few hours before I arrived in Maui and received the wrong room- a King Bed instead of two double beds. Upon my arrival at the hotel, I informed the front desk clerk Alexis that we received the wrong room and it would not work for us as we had 2 adults and 1 16 yr old teen sharing a room. Alexis informed me that all of the double bed rooms were completely sold out and that specifying a room type through reservations was only a request and not necessarily the room we would get upon check-in. I asked for a manager as we had reserved this trip one full year in advance and specifically requested the room type that we needed. Alexis and manager Meredith kept telling me that the hotel was booked solid for all double rooms and that we could pay $250 a night to upgrade to a suite. In the interim, my aunt checked in to a different room and was given two double beds. I asked Alexis how it was possible for my aunt to get a room with two double beds if they were all sold out. Alexis and Manager Meredith told us that the system decides who gets what room in the morning and they stick with that throughout that day. We were appalled! The family member that I was sharing a room with had checked in 3 hours prior and was told that the King bed room was all that they had available.

Meredith and Alexis then told us that they could give us a room with two double beds first thing the next morning. The next morning we called down to the front desk to get our room switched and were told we would not be able to switch until 4pm.

For the above reasons, it is my opinion and belief that the Royal Lahaina Resort has terrible customer service. Meredith and Alexis both blatantly lied about the rooms being booked solid. Why would a hotel allow its "system" to choose who gets what room even when people check in early and request a specific room. Customers pay top dollar to stay at this old, dilapidated, paint-chipping establishment and then Meredith acts like she has no power to assist customers. She could have upgraded us to a suite or cottage free of charge for the inconvenience but she chose not to! It would have been nice if this resort would have given us a cottage or a suite or something for the night to compensate for THEIR mistake. Unfortunately, Meredith refused to take responsibility for the hotel's mistake, saying we should have fully read the terms and conditions of the reservation, and if we did we would have known that rooms are not guaranteed.

It is disgusting as we paid over $1000 for the week to stay at this not so royal resort. I am furious with the management and staff and how this resort does business. What is the purpose of booking in advance if no rooms are ever guaranteed?? DO NOT STAY HERE!!