CW Mauna Loa Village

Customer Ratings & Reviews

TripAdvisor Traveler Rating

373 reviews

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  Chris at the Front Desk Lacks Basic Aloha and Customer Service Skills

  The property and room themselves are beautiful and well maintained, but unfortunately my stay was overshadowed by a very poor front desk experience that completely changed how I feel about this resort.At approximately 7:30 p.m., I received a call from the front desk stating that my truck needed to be moved because it was supposedly blocking a golf cart entrance. I explained that I had just returned from getting food and had accidentally left my keys and wallet in my cousin’s truck. I had already spoken with him about 30 minutes earlier, and he was almost to Waimea and would return in the morning. I also shared that I had been working since 4:00 a.m. and had just gotten off at 5:00 p.m., and had just settled in for the night. Despite explaining this, I was told there was no option for the vehicle to remain until morning, so I went down to the front desk to try to resolve the issue in person. The front desk employee I dealt with, Chris, was immediately rude, dismissive, and condescending. I explained the situation again and referenced the parking and unloading map that had been provided to me at check-in, which showed where vehicles were allowed to park. I offered to show him the map, but instead he rolled his eyes, spoke with attitude, and showed no interest in listening or helping. The situation escalated unnecessarily. I admit I became upset, but this came after realizing the issue was caused by miscommunication from staff, with no apology, no accountability, and no attempt to resolve the matter professionally. At one point, when I mentioned I had just gone to bed, he responded with, “Well how am I supposed to know you’re going to sleep at 7:30?” and rolled his eyes again. When I asked to speak with a manager, I was told forcefully to go back to my room and wait until the next day. He yelled it three times and expected me to follow his instructions like I was a pet. Chris then attempted to transfer a call to me multiple times but hung up immediately after I answered, doing this three times, while smirking. That behavior was completely unacceptable in any hospitality setting. Eventually, a manager contacted me and handled the situation professionally. She listened, clarified that while the area was not designated for overnight parking, as long as my vehicle was not blocking any entrances or loading zones, it was fine. Her professionalism helped calm the situation, but by that point the damage was already done. I work hard for my money, and where I choose to spend my money matters to me. While the property itself is nice, the lack of professionalism and poor customer service I experienced at the front desk with Chris overshadowed everything else. Because of this experience, I would not recommend this property to friends, family, or clients, which is disappointing because it had the potential to be a great stay.

  Jan 08, 2026
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  Great location and amenities!

  We chose this resort for it's access to tennis and pickleball courts on site, and for it's proximity to Keauhou Bay for launching our standup paddleboards. The unit was clean and very spacious for the three of us in a 2 bedroom unit, grounds were well maintained. Parking lot was a short walk away from the units, at least in the side we were staying on.

  Dec 10, 2025
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  Reasonable resort

  All of the resort staff are friendly and thier response to our requests were very fast. We booked two bedrooms suite for three adults. It was enough space for us to spend a time for a week. Resort was very quiet and clean.

  Dec 03, 2025
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  Great stay!

  We are RCI owners who exchanged into this resort, which exceeded our expectations. Our unit, in building 7, appeared to be recently renovated with kitchen and bathroom updates. The kitchen was stocked with all basic needs, the unit was spacious, clean and comfortable - including laundry in unit. Texting with the resort made was very convenient and personal. We are avid pickleball players and enjoyed the onsite courts and daily open play. Check the donations shed early for beach equipment to use during your stay. The resort is well laid out, plenty of pools per building, and well maintained by the staff. We look forward to returning!

  Nov 27, 2025
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  Little piece of Hawaiian Heaven

  Spent the last two weeks at Mouna Loa Village on the Big Island and loved every minute of the stay. The staff was top notch. Special kudos go out to Helen for the first rate service she extended to us and to Evan for his great attitude and patience when teaching us how to make nut lei's. The furnishings of the resort can use some updates but we didn't come to Hawaii to stay in the units all day. The grounds of the village are such that it felt like we were in a botanical garden. My only complaint was the parking arrangements. You park in one central area and have to either walk or be shuttled to your unit. This can pose an issue for older folks staying. All in all I give this place a 9.999 out of 10.

  Nov 22, 2025