Rated 2 out of 5 by Toan Disappointing Service
If you're looking for a condo/timeshare rental type of experience, this hotel fits that purpose well. The grounds and pools are very nice, and lots of amenities for kids.
If you are expecting actual Hotel-type service...I hope your experience turns out better than mine. I can say without hyperbole that this was the single worst service experience I've ever had at any major hotel of any star rating. The fact that it happened at a Westin property in Hawaii made it just so much more disappointing.
Check-In: room wasn't ready on time. When we did get to the room there were muddy boot prints from a maintenance man all over the bathroom. The door leading from the bedroom to the bathroom, once closed, could not be opened from the bathroom side (thankfully the bathroom had 2 doors). Couch had disgusting red stains on the cushions. The bell desk took over 1 hour to bring our luggage and bags, which was especially painful because our baby's food was in it.
We had requested and were initially told that our room was 2 doors down from a room that was reserved for my brother's family, who were checking in the same day. We were later told that the rooms were in fact on totally different floors. Because of this, and due to the state of our initial room, we were moved by management to a different building. When my brother checked in a full 2.5 hours after the guaranteed check in time, their room was not ready and they were subsequently put into the room that we had vacated (after it had been cleaned and fixed)!
Spa: my wife had a spa treatment scheduled for her birthday, along with my sister-in-law. They requested female therapists in advance, but of course had 2 men walk out to serve them. So she canceled her birthday massage, which is sad enough, but also inconvenienced two families who had planned their afternoons around this event.
Food: Also for my wife's birthday, I corresponded via email and phone for weeks with the food service manager to set up a surprise in-room birthday dinner (both families were traveling with babies, so going out wasn't convenient). The request was simple: I was going to order room service from their on-site restaurant, a cake from their on-site store, a bottle of wine and champagne, and wanted a dinner table to be set up in my brother's room at 5 pm. I sent emails and left phone messages to give them my brother's room number and phone number for the set up. Despite my requests for a simple confirmation, I heard nothing. 5 minutes to 5 pm, my brother received a call to confirm the room number. The food did not arrive until 5:15, which obviously ruined any surprise. The food came in 2 bags in cardboard cartons, and the guy who delivered it handed over a tablecloth and napkins, and then just stood there (I don't blame him, he obviously had no idea what we had requested). No champagne glasses were even brought.
Check-Out: had a $250 resort credit that was a part of our vacation package. Of course, this was not included on our bill and took 20 minutes for someone to figure out how to have it credited.
Essentially, everything that required some type of service from the hotel went wrong. Just incredibly disappointing.
April 6, 2014
Rated 4 out of 5 by Carmen resort experience
we have been owners since 2003 and have been coming to Maui at least twice a year....we enjoy staying at our villa and having a home away from home....the grounds are impeccable, the villa met our needs and the pools are very nice....a few suggestions: the trees need to be trimmed in order for all the villas to have a view of the pool and ocean in building 2....the two spas need to be patrolled more often so that young children are not in the spas alone and making the spa another pool for them. Adults would like to have relaxation time rather than having children jumping in, playing ball and using the spas like a pool. The resort should consider having a room where items that have been purchased (i.e. boogie boards, coolers, beach chairs, sand toys) can be recycled by other guests once a guest leaves and items cannot be taken on a plane.....it is such a waste of money to purchase these items and then having to leave them.
April 3, 2014
Rated 5 out of 5 by TandK Outstanding
We just returned from a truly outstanding stay at the Westin Ka'anapali Villas. From our first greeting at check-in, to the quality of our room, to the service offered by the concierge and all the hotel staff, to the excellent facilities--nothing could have been better. We highly recommend this and will gladly return.
The setting is great, with immediate access to the beach and the delightful 3 mile beach boardwalk. Although the hotel is large, with lots of families and young children, our room was exceptionally quiet, and we never felt crowded or congested. Commendations to outstanding Hawaiian hospitality.
April 2, 2014
Rated 5 out of 5 by Peggs23 Big thumbs up!
Truly enjoyed our stay at this hotel. Stayed in the North Bldg. Lovely and very accommodating. Would definitely stay again. Kitchen was an added delight. Didn't feel like we had to go out for every single meal. Was afraid we would be giving up hotel amenities for condo style but did not give up one single amenity. Best of both worlds - condo style with full hotel service.
March 30, 2014
Rated 5 out of 5 by mongo12 Very nice
My wife and I spent a week here and enjoyed every day. The room -a 1 bed room suite-was spotless and had a jacuzzi tub that I actually used. Nice. The staff was friendly and very helpful. Beautiful grounds and beach-saw many whales with my binoculars. Highlights of our trip;The road to Hana (do it all!) and the road up the Haleakala volcano. Enjoy,The week just flies.
March 29, 2014
Rated 3 out of 5 by Pattywacky Needs Refurbishment
We stayed in a studio island view villa. The carpet was worn and dirty, as well as the furniture. On a positive note, every staff member we encountered was very pleasant!
March 28, 2014
Rated 2 out of 5 by Leif Disappointed
Very damp uncomfortable feeling in room, unable to control AC. Even the sheets felt damp sleeping! Balcony door latch broken, unable to open door to circulate air or exit in an emergency. Very noticable finger marks on doors and door handles. Old outdated appliances. Rusty fridge door. Looks like room had a flood at some point, door moldings at floor level were water damaged. We were asked by the SPG people how we liked our free upgraded room so we mentioned the above. The result was no action taken. Very poor first impression for vacation ownership! We figured if this is there best foot forward, why would we consider ownership here for premium dollars?? Easy no sale for us. We didn't complain or demand to be moved only responded to their questions. We weren't there long and figured if they didn't care why should we. On the positive side, the location is great, beach is nice, and found it quiet at night.
March 27, 2014
Rated 3 out of 5 by Van67 Too much 'luck of the draw' in rooms
There is a north and south tower at this resort. The rooms in the north towers have been updated, and all the studio rooms have balconies - the south tower rooms have NOT BEEN UPDATED and the studio rooms in the south DO NOT HAVE BALCONIES! You can likely see where I am going with this - we arrived and had a ground floor studio room facing the road that you drive in and the parking lot with no balcony for over $500 a night (once they added in all the taxes)! We asked for ocean view and were put handicapped suites that were ground floor and classified as 'ocean view' but we faced a bush and a pathway of people walking from the elevator bank out to the pool - not one glimpse of the ocean - i was told later, by hotel staff, this was unfortunate for this particular unit but yes, this unit was rated ocean view. The handicapped units also don't have full size fridges and we arrived with a mini van full of food from Costco for our ten day stay. After 5 days of discussing rooms with others by the pool realizing for paying full fare we were not getting what others were getting for less. I reached out to hotel for a move. It took them 2 days to track me down and then they put us in a tiny studio in the south tower for the last 3 nights - we could barely move when we pulled out the sofabed but we could see the ocean....from our balcony! When I asked why we didn't get a room like this in the first place the reply was 'it's just the luck of the draw mam'. NOT GOOD ENOUGH!
March 27, 2014
Rated 3 out of 5 by Remarkable6440 Good resort hotel in Kaanapali
The Westin Villas is a great place to stay with family. Nice amenities , pool area and rooms are up to date with everything you need. We have stayed two years in a row now and love the area.Our only complaint really is just how the heck you can book an ocean view in the INNER courtyard?? We requested that twice now and both times have been put on a low floor on outside facing wing. At the neighbouring hotel to the north you know which room you are getting ( actual room number) We really appreciated that when we stayed in 2011 and 2012. We stay for two weeks and there were no opportunities to move rooms. One would think a 2 week booking might get some attention. I would happily return to the Westin if I can get some assurance of our requested room type. Especially when we book 7 months in advance. Otherwise great spot! LOVE Maui!!
March 23, 2014
Rated 5 out of 5 by Chris298 Beautiful property/ Quality service
Have travelled many starwoods resorts and this one is exceptional. Spectacular property..snorkeling & whale watching from the beach. We are beach people and the beach staff was particularly helpful and pleasant. We had left our lounge chairs for a long walk and came back finding them moved and occupied...staff promptly handled and made sure we don't intervene...must mention Casey at the front desk..great job handling our requests and follow thru..she is special.
Had dinner at the pool bar on crab night...fresh sweet crab...delicious
Can't wait to come back!
March 23, 2014
Rated 3 out of 5 by LoveHawaii227 Too large to be comfortable, too poor a location
Too many long, impersonal, winding corridors, poor beach, constant windy location (as acknowledged by the staff), dirty public areas, shuttle buses too crowded and guests asked to wait, very poor fine dining restaurant. It just doesn't compare to the competition, including the Westin Hotel!
March 22, 2014
Rated 5 out of 5 by Cf1234 Great Vacation Spot
The Westin Maui Villas Resort more than met our expectations for rest and relaxation. The grounds are immaculate...kudos to the hard workers who maintain the gardens. Kudos to the hotel housekeeping staff, the rooms, and hallways are immaculate. The poolside staff is attentive and willing to assist when needed. One suggestion might be to add additional bathrooms adjacent to the pool, or make the two that are there unisex.
March 21, 2014
Rated 2 out of 5 by CaptnBob Worst room in the whole resort
When we checked in the front desk told us we were getting an upgrade to an ocean view room. When we got to the room it was right near the main road and we could see a construction site from our balcony. No ocean view at all plus you could hear the traffic. We asked for another room and they gave us one on the bottom floor near the bbqs. They had to move us again because the refrigerator and dishwater did not work.
March 20, 2014
Rated 5 out of 5 by dandmp Wonderful
This was our first visit to Maui and first stay at a Westin resort. It was wonderful and relaxing. The staff was so friendly and helpful. Rooms were spacious, clean and we had a great view. Just what a hotel villa should be!
March 19, 2014
Rated 4 out of 5 by MGC62 great location, room needs attention
Stayed in room 4300
Disappointed in condition of shower. Extensive black mould on tile grout. certainly not used to this with Westin.
Mini fridge froze food. No directions on fridge as to adjusting temperature.
Pond / fountain directly beneath lanai was very noisy at night (some sort of mechanical hammering).
Great location. pool, beach excellent. staff was great.
March 17, 2014
Rated 5 out of 5 by Soosieque A Beautiful Resort
This was our first time at a Westin Resort and we were not disappointed. We travelled with friends and they were just as impressed. Great accommodations, service, food and weather. All staff were so nice and smiling all the time. We were so impressed we have joined the SPG family.
March 17, 2014
Rated 5 out of 5 by Eww001 Great Time
Four couples traveling to 4 islands in Hawaii & Maui was our last stop. The Westin Villas was an excellent choice. Great rooms & facility. close to Lahaina & wonderful friendly staff.
Thanks for a great 5 days
March 16, 2014
Rated 3 out of 5 by ChuckDallas The resort has some issues
Check in was fine except that the agent assigned a room that didn't exist. It took us and our luggage an hour to finally determine the error and fix.
At check out (at 3:30 pm) there was but 1 lonely agent at the desk. It took 30 minutes to hand the room cards and towel cards to the agent.
The once a week "tidy" house cleaning service arrived at 8:00 am. Which was not convenient. To reschedule one had to call housekeeping.
Trying to reach "service express" on the telephone was frustrating. Generally the line would ring FOREVER without being answered.
March 14, 2014
Rated 5 out of 5 by f14carbo excellent staff
As stated, the staff was excellent. Even small difficulties were quickly corrected by hotel staff. Great attitude.
March 14, 2014
Rated 4 out of 5 by Sharon83 This was a dream vacation!
Beautiful pools and hot tubs and a wonderful breakfast buffet. We were more than comfortable in the spacious room, the bathroom are perfect- would not change a thing. We had a ground floor room which I highly recommend for the perfect vacation. Thanks to all who made it great!!
March 13, 2014
Rated 4 out of 5 by BCBJ Fantastic Maui
Cant really go wrong on Maui. Location is excellent. Staff is great.
March 13, 2014
Rated 5 out of 5 by themom7 Always the best!
We are owners at the Westin Ka'anapali Ocean Resort Villas since 2008, returning every year since for a month or longer stay. Needless to say, we enjoy our stay more every year. The villas are beautiful, enjoy the full kitchen, closeness of the ocean, whales, surf and sand, and the "Garden Tour", plus the convenience of the shuttle service, especially our driver "Tina". This year we celebrated our "60" wedding anniversary here and we were treated royally by everyone, especially Mayling Barbosa and Glenn Casil. and really enjoyed the "owners" party, and chance to meet many people. We have already booked for next year, Life at the Westin KOR is GOOD
March 6, 2014
Rated 5 out of 5 by juliemarie beautiful relaxing surroundings
The rooms are lovely and modern with a taste of Hawaiian. The grounds are gorgeous...and the staff very friendly and helpful.
The beach was amazing...gorgeous golden sand, mellow surf, and really good snorkeling right in front of the hotel! including giant sea turtles every so often.
March 6, 2014
Rated 4 out of 5 by Joeq Outstanding Customer service personel
Ohia FD was more than wonderful to us. She stepped up and made us happy when my wife and I were far from it. Her smile, great attitude, "company attitude" all translated to make us happy and improved our experience for the balance of our trip. This lady MUST become a trainer and share her Aloha spirit with the rest of your team. Seriously, if she were on the mainland I WOULD HIRE HER with no further thought!!
Talk with her soon. Management could learn much from her!!
March 6, 2014
Rated 5 out of 5 by zoemax never a disappointment
4th visit and w/b a fifth!!
March 5, 2014
Rated 5 out of 5 by Pokita Amenities
Loaded with everything you could want
March 5, 2014
Rated 5 out of 5 by Happycamper1000 Great Hotel/Resort
Westin Ka'anapali came highly recommended to us and it did not disappoint. The one room condo exceeded our expectations. Staff went out of their way to be helpful and always had a smile! The facilities were terrific - pools, beach, public areas. Services were great including the shuttle service, pool/beach services, housekeeping, valet. And the restaurants were good and convenient. We had a great stay and will return. Highly recommend.
March 4, 2014
Rated 4 out of 5 by Scubaman Beautiful, Relaxing and Comfortable
The facilities and service received during our stay at the Villas were very good, from check in with Boyd who put us in a very nice room, to the reservation made for us at Momma's Fish House, by our concierge Caroline; thank you both for the service you provided us.
The staff I passed throughout the facility provided directions and were very friendly.
We stayed in 6129, a one bedroom unit in the North facility where it was quite with a beautiful view of gardens right off the patio.
There are play areas for children in the South facility courtyard pool which is right next door. Thanks to Boyd we were in the North area at an inner portion of the facility which gave us less people traffic than an ocean view room or a room located by a pool. It was relaxing & peaceful during our whole stay. The room was spacious especially the bedroom which was very nice.
My only issues were the glass windows between the bedroom and the bathroom; I'm an early riser and turning on the light, lit up the bedroom which didn't make my spouse happy The mattress needed to be turned because it had the usual rut from not being turned. When we turned it; there was little benefit as it hadn't been done in such a long time, if ever. The last item is the toilet isn't secure to the floor (works great) just rocks a little when you initially sit down, needs attention.
I received a massage on the last day from Luis from Columbia, (thank you sir) I only wish that I could of gotten a late check-out to enjoy all the other features of the spa for a longer period of time. The staff in the spa were friendly and pleasant as well.
My only disappointed was that I couldn't take advantage of the offer to purchase a unit because of business opportunities we're currently involved in. We will return to Maui and would hope to become an owner in the future. Please tell Cindy thank you for the presentation.
March 2, 2014
Rated 5 out of 5 by Poppy13 Beautifuf
The place is beautiful, wonderful property. Only on complaint; the parking is near impossible, be sure to ask for the smallest car they have. Spaces are so tight there were nights we could not park and get out of the car an both side, the passenger had to climb over to the driver side to get out.
February 28, 2014
Rated 4 out of 5 by Ecbatana Westin KOR - hit and miss hotel staff
This was our second time staying at this property, a long-time SPG member I was enticed by the lure of promotional package pricing. While you can rent villas based on availability, this is an ownership property so Westin is aggressively working to sell all units - hence the promotion to get us here and try to sell us a unit (or at least one week per year of a unit). According to Westin all that remains is a few resell units. I would have guessed otherwise since this is our second promotional package and several others at the property were there on the same promotion. Doesn't matter, still a great property.
The property is actually two separate hotels. The south property which was first (2003-ish completion) and the north property which was completed around 2006. Important to know which one you are staying in as they are two separate lobbies. My family has stayed in both and find that even the south (older) property is holding up well. In fact, looking back probably liked the south property room better.
Rented units are either studios that can accommodate up to 5 (uncomfortably) or 1-bedroom that could squeeze in 6 if you had to. But honestly, look for accommodations on Maui (other than condo rentals) that will fit a family of 5, there aren't many. If you buy into the Vacation Ownership you will receive the studio + 1-bedroom unit together, making it effectively a 2-bedroom unit that can accommodate 8 or 9.
1. Room has full kitchen and appliances. Newer, clean and in good working order. Tastefully decorated and definitely 4-star+ fit and finish. Also has stacked washer/dryer and a separate dining area that accommodates 6. Bathrooms are quite large along with big showers.
2. If you have stayed at a Westin property before, one of the best features is the Westin Heavenly bed. Very comfortable and able to purchase for yourself if you wish.
My family debated whether we liked the north property pool from our last stay or the south property pool during this stay. North might be a little better, but south has a slide and seems to get more sun. As a guest you may use either during your stay and can decide for yourself. As with many places, families come out early to commandeer lounge chairs that end up rarely used. Happens here like anywhere else but there still seems to be plenty of places to park yourself. Choice locations being more of a challenge. If you like you can rent (at a $40 daily charge) a small 2 lounge chair cabana that are peppered around the property at different locations. Or big spenders may wish to rent a gazebo that is quite a bit larger - not sure the price but certainly north of $100/day.
Easy access to the boardwalk that stretches from Blackrock to the south up past other resorts to the north. A very pleasant walk in the morning or, better yet, evening. It traverses a grassy area that is in between the hotel properties and the beach itself and is one of the nicer features of Ka'anapali resorts.
Only ate at the Ocean Pool Bar and Grill during one of their sunset dinner seatings. Outdoor seating only overlooking the pool and the beach beyond. The fixed price menu is $29 which offers limited, but good, selection and generous portions. With a couple of well-priced drinks and a single kids meal you will be paying near $100 for two adults.
Unfortunately had a run-in with a bartender at the Ocean Pool bar. Don't tolerate bad service (I think his name was Christopher) or allow the bartender to argue with you about how good the drink he made you. It's his responsibility to fix it or replace it, not argue with you.
Would stay here again, in fact probably will, but continue to be shocked that Westin considers this a Category 7 property. One of only two Westin properties in the world that are Category 7, which is usually reserved for St. Regis and Luxury Collection hotels. But this is Maui…
February 19, 2014