Rated 5 out of 5 by PPWood Management Lack Personal Touch
As we have for the past 20 years as part time residents, we visit The Westin Maui daily during our visits to Maui--now 3 times a year. Staff from valet to restaurant staff welcome returning guests as Ohana and it because of this that we spend lots of money on meals and purchases within the resort. Our last visit occurred during the Christmas Holidays. And while the décor was more holiday inviting that last year, we are disappointed with the Management culture which differs greatly from years past. One hardly ever sees the GM and when one does, he is non communicative with the guests and unfortunately, this culture has filtered down to all levels of management. The food and beverage manager hardly even looks like a hotel manager-her dress and style is hardly Hawaiian and she does not even make eye contact with guests. It is the warm and inviting manner that we have come to expect at The Westin Maui which is the reason why we continue to return. As a professional from a large international corporation, organizational tone and culture is set at the top. We would hope that senior management at The Westin take our comments seriously. Your service staff is the life blood of this resort from valet to wait staff and we dread the possibility that new hires will adopt the cold and non communicative style of its GM. Returning guests can compare and we hope this can be turned around. If not, its time for a new GM and culture that is more fitting with the spirit of Aloha. Running a resort has it challenges but issues cannot be addressed by being holed up in your office among the impersonal paperwork.
January 21, 2014
Rated 4 out of 5 by BCMOM Convenient location, nice facilities and friendly staff
We spent 7 nights in this hotel in Feb 2014. Excellent location, right next to Whalers Village. Excellent for family vacation. Most of the staffs are really nice and friendly. Especially Kaze (Japanese fellow) at the front desk and Yvonne at the concierge who provided outstanding customer service. We will surely stay at this hotel again!
February 26, 2014
Rated 2 out of 5 by chuckcan Not really what I expected
I felt like I was being sold something from the time I arrived. I was immediately sold an upgrade to a premium room and the woman that sold it to me seemed to be reading from a script. When I was shown what I was getting by upgrading, I immediately accepted it as the Deluxe room I was shown was dirty, smelly and the furniture was filthy. I gladly paid $40 per night to upgrade, (down from the $50 initial offer.) I felt like I needed to be on guard the entire time with the exception of 3 staff members it all seemed like high pressure sells for the most part. Very disappointing.
February 21, 2014
Rated 5 out of 5 by Steve58CA Great location, facilities and views
We have stayed at the Westin Maui many times as a couple, with family and friends. We are always welcomed and enjoyed our stays. This trip was for three nights using points. We booked an entry level garden view room and was upgraded to a Deluxe Ocean View room in the Beach Tower with a views of the Ka'anapali beach leading up to Black Rock and the Sheraton. The ocean view was good and we saw plenty of whales from our balcony. Very friendly staff. Love the free shuttle into Lahaina - you don't need a car here and can book an airport shuttle via the Westin web site including a 20% discount, save your $$ for great food and fun.
February 17, 2014
Rated 4 out of 5 by Laney817 When can I go back???
My boyfriend and I stayed at the Westin for 5 nights in the middle of February. I was nervous after reading reviews about loud construction and unfriendly staff but was hoping for the best, and the best is what I got! Our check in process was quick and smooth. I had requested a king size room, on a high floor in the renovated tower, and we were placed in a brand new 11th floor room! We had the mountain view which was gorgeous, actually slept w the curtains open so we could wake up to the beautiful scenery outside. The room was modern and we loved the layout. The new shower, w sink outside of bathroom was great planning. Overall very happy w the decor and of course the bed was amazing! The entire hotel is very clean and you can see workers constantly on the move doing their part to keep it that way. The lobby is just gorgeous and looking at the flamingos, fish and the black swan every time you walk by is fun. We spent a lot of time relaxing by the pool and snorkeling at the beach. There was never an issue getting a drink by the pool as waitress staff was constantly walking around. The workers in the beach services hut were friendly and getting new towels was never a problem. The location of the hotel next to Whalers Village is super convenient. It was helpful to have some other food options and shopping available without needing to move the car. Although the parking lot is not nearly big enough for the hotel, the valet staff was extremely friendly and it was not a big deal to valet your car for free when you got home at night. The only meal we ate at the hotel was a 60$ breakfast at Relish which we will never do again. Although the dining options are limited, we looked up our own restaurants and enjoyed eating our meals elsewhere. Slappy Cakes which was right down the street was an excellent place to grab breakfast in the morning. We did take advantage of happy hour and saw some beautiful sunsets with whales lining the ocean everywhere you looked. We did a lot of exploring around the island and the hotel is perfectly located for this. Although the food at the luau in the Westin was delicious, I would probably recommend an off site luau for more of an authentic vibe. All in all I couldn't be more pleased w our stay in Maui. I would definitely return to the island and this hotel in a heartbeat.
February 26, 2014
Rated 2 out of 5 by brian62 the hotel was average
The lobby area was beautiful.
The rooms were very average (just renovated).
The toiletries are weak (not even in the room the first night).
The food pricing was outrageous ($32. for a sandwich and a bag of chips through room service!!).
The computer system to change rooms must be archaic as it took half an hour to find another room.
Would not recommend
February 11, 2014
Rated 3 out of 5 by Gmonastiero Living in the middle of construction zone
I have been coming here for over 10 years
After this visit , it will be the last !
Booked 3 ocean front rooms but when I showed up I was informed I was downgraded due to overbooking !
Unreal a platinum member and years of loyal service . Nice way to be recognized .
Great they are updating the hotel , but not a good idea at the cost if loyal spg members that book your most expensive room ( 3 to boot). The place was a full blown construction zone . When I booked I was told the work would be complete and not to worry . What a waste of time very disappointed .
January 4, 2014
Rated 2 out of 5 by Amirah Shower never cleaned
This hotel fell short of what a top hotel should be.the shower was never cleaned and no shampoo lotion or cream rinse for three days. The coffee pot was dirty, I washed used it and the maid never re washed it. Kids over ran the ADULTS only pool and spa could not even get in, local residents hanging out in pool. Arrived in resturant for 38th to find hotel did not make ANY reservation. Had to call security at 11 at night for noise.
January 29, 2014