Rated 2 out of 5 by sharon67 Management lacking
First room-paint hanging off bathroom door; stained bathtowel, bed wrinkled. Got moved-next room running toilet, light out, water froze in refrigerator, mold in vents in bathroom. I reported the four issues in second room and was told an engineer would come right up. 6 hours later - nothing fixed. asked to see manager, he was busy (and never called me to follow up). repairs supposedly done and toilet continued to run, vents never cleaned. I have a picture of the vents BEFORE i cleaned them (they were causing me to sneeze and cough, i had to clean them).
January 11, 2014
Rated 3 out of 5 by bpbr Disorganization
The staff appeared disorganized. We did not receive our coupons until 2 days into our stay. Additionally we thought that additional tip charges had been added to our bill for various meals (we always round to the nearest dollar, these additional charges, although minimal seemed incorrect). The bill on the TV showed multiple charges, whereas the bill from the front desk added them together.
February 21, 2014
Rated 5 out of 5 by jayjay2014 The Staff that made our stay!!
Alika-Front Desk Agent
February 21, 2014
Rated 1 out of 5 by LN1234 Not Up to Westin Standards
As a platinum member, I have stayed at many Starwood properties and this was by far the worst. While the facilities were average, the service was horrible. The staff had absolutely no accountability or concern for the guests. Examples include: While valeting my car, I dropped a bottle of water. Instead of offering help, the valet encouraged me to climb under the car to get it. He did not offer to help, or even move the car to make it easier. Also, I rented the cabanas and was told it was from 8 - 5. At 4:15pm, I was told by the cabana attendant to leave because she was short staffed and her shift was over at 4:30. I was not allowed to stay until 5pm. These are just two examples of many that occured during my 4 day stay at the hotel. I will definitely not return.
August 22, 2012
Rated 2 out of 5 by zini One of the worst experiences at Westin!
This was my first time to Maui and I decided to stay at Westin Resort since it is part of SPG and I have stayed in other hotels which are part of SPG and they were good!
This hotel didnot meet my expectations atall. Room was really cramped, with cheap interiors, old fashioned, no basic amenities -- hair dyer, ironing setup were missing. Hospitality was the worst.. room was not cleaned up properly, refrigerator was stinking!
In short, I didnot feel like coming back to the room and I believe even a 2 star hotel has better rooms and services. I agree that hotel is in a good location (close to beach) but Westin really needs to improve their rooms to make guest comfortable
I wouldn't come back to Westin if I visit Maui again and would not recommend this hotel to anyone!
September 6, 2013
Rated 5 out of 5 by SeattleMatt great vacation
Great hotel, pools, location. Loved the adult pool! The only thing lacking is a good restaurant at the Westin. They have a casual one for breakfast and lunch...but the "finer dining" one, Tropica really needs some work We've stayed her several times before - we missed the live outdoor music. Otherwise, everything was great!
February 18, 2014
Rated 1 out of 5 by Scott18 Worst all around hotel experience in Hawaii EVER
This short staffed hotel had the least friendly and unresponsive staff that I have ever encountered at a luxury resort of this calibur. Particularly rude at the front desk and at the valet. I cannot emphasize that enough. No smiles, no enthusiasm, and in no hurry to assist their guests. The only friendly people we encountered were the housekeepers, who actually said hello or smiled at us when we passed them. The air conditioning did not work in the gym, and we saw a girl almost pass out. I was told that because of the construction at the hotel they could not turn the air on in the gym. There was a problem with the air conditioning in our room as well, and the hotel overrides the thermostat so you can only cool your room to a certain temperature. When calling for assistance I was spoken to in such a curt and rude way. The room itself had carpet that was puckered up in several areas and dirty. The sofa bed was uncomfortable and so sunken that my 95 pound daughter could not keep her head at the head of the bed. Without mentioning cost, I cannot believe the high rate that we paid for such terrible service. I cannot recommend staying at this hotel, and I will avoid any Starwood hotels in the future.
January 5, 2014
Rated 1 out of 5 by Gmac7 Awful Service overshadows the property
Although the Grounds and location of this hotel is fabulous I can honestly say I will not ever stay here again or recommend to someone based on our experience and the total lack of service.
from the time we arrived to the very end when a front desk person essentially ignored us when trying to check out the service was awful... the attitude of your staff is terrible and in our opinion reflects leadership. We got married on tuesday and was the reason for the trip... after checking in we asked the concierge for a restaurant for a nice place for us after the ceremony she responded with .... "well I don't know" ! I was shocked and it continued to get bad from there. The service overshadowed your property so it makes it difficult to evaluate the hotel.
November 17, 2013
Rated 5 out of 5 by SPG1 Excellent hotel
As a platinum I was upgraded to an oceanfront room and the view was fabulous. We chose the continental breakfast as our platinum amenity and it did not disappoint - everything from fresh rolls, pastries etc to smoked salmon and salads. The service was impeccable in all bars as well as when I called guest services.
February 18, 2014
Rated 1 out of 5 by Brian96707 Not impressed
Very disappointed in our stay there this time. We were there 6 years ago and enjoyed it and thought we'd try it again, even though we enjoy other places on Maui.
We won't be coming back. Your hotel needs to be maintained properly and it's not. Torn rugs in the hallways and rooms we not appealing and could cause injury.
February 17, 2014
Rated 4 out of 5 by GWF1 A number of Issues
We had to move from the 1st room we were assigned as bathroom was dirty , worn carpets, moved to the new wing after the 1st night. Spa ( hot tub ) was inoperable for the 1st couple of days due to a maintenance issue? ie) given the size of the resort the spa is under sized. Relish restaureant ... breakfast service was slow and minimal restaurant selection so we ate most of our meals off site. Elevators seemed to be being serviced most of our stay in the new wing. Not trying to be picky but you asked and a little disapointed in our stay as the property did not meet our expectations.
February 9, 2014
Rated 5 out of 5 by Sharrie Above and beyond our expectations
The logistics of dealing with a 12 hour gap between hotel check out time and a red eye flight home made us consider paying for an addtional night's stay- even though we'd leave by 7 PM to get to the airport. The Westin Maui Resort has made leaving Hawaii a much less difficult process by providing us with a hospitality room where guests that have checked out earlier in the day can shower and change into travel clothing after spending a pleasant afternoon at the pool. The staff was totally committed to making our stay a wonderful experience and having these extra amenities was so thoughtful and greatly appreciated! Mahalo Westin- we'll be back!!!
May 22, 2013
Rated 4 out of 5 by DJTrauma This Hotel had great staff
The staff was extra helpful upon checkin. He ran down all the important things to know about the property.
Dawn Jacinto was especially help when i was having issues scanning and emailing some document for work. The Property is amazing. i think the food is a little over priced but all in all i had great time
February 14, 2014
Rated 5 out of 5 by TheGlenns Excellent Hotel for our Honeymoon
My husband and I stayed here for our honeymoon in December. While we had some reservations about the hotel due to the construction, our stay was fantastic.
The construction noise was a bit loud at times, but overall our stay was great. The room was perfect and we loved the location right on the beach. The staff was very friendly and helpful and the spa was truly amazing. We enjoyed our time there very much.
February 13, 2014
Rated 2 out of 5 by SPG421 Disappointing
Rooms were nice and well cared for. Got a nice welcome gift of champagne as this was my honeymoon, which was a nice touch. Hotel facilities (e.g., gym, pool) were uncomfortably crowded - often insufficient pool / beach chairs. Additionally, the parking lot was full every day and we were forced to valet our car (though at not additional cost). Spa was fantastic but pricey.
Concierge only had suggestions for Westin-affiliated activities. Brunch was outstanding; the rest of the hotel food was mediocre. Service from wait staff was poor (e.g., poolside, restaurant servers) but the bartenders were great. Robert (Cabana attendant) was superb and attentive.
July 1, 2012
Rated 1 out of 5 by Brian37 High expectations - utter disappointment
Not sure who gives hotel Star ratings, but this hotel was dissapointing from the moment you slide your key in the door. If you are looking for a family resort destination with cool pools - this is it! If you are a Platinum member and looking for a true restful resort - you may want to pass on this property. I used the highest point redemption and am a platinum Starwood member and the room was no better than an average Four Points room.
November 13, 2011
Rated 3 out of 5 by Platinumtrip Ongoing major renovation
Entire hotel being completely renovated. Workers started at or before 7am every morning, even on weekends. On some mornings it was noisy and would wake us up. Due to the renovation, much of the parking lot was taken up by the construction crew so was tough to park in the evening after dinner. Once renovation is completed I would recommend. Great location and close to Lahaina for good dining.
December 11, 2013
Rated 3 out of 5 by Trickyricky47 poor room assignment
We were given a room (#403) that was extremely close to the renovations and it often sounded like we were in a dental office with the sound of power tools. Also our room was directly over the roof of the lobby and there was so much garbage on the roof we could not enjoy sitting on our balcony. When we commented to the front desk staff that said that it was hard to keep the roof clean and construction is noisy but no offer to change our room or give us a discount. We were so frustrated with our room location and the noise that after coming here for 4 years we are seriously considering not returning next year. Very disappointing stay.
December 13, 2013
Rated 3 out of 5 by Calgary67 Great location showing its age
While the location was perfect for us. Right on the beach, room overlooking the ocean, walking distance to great food and shopping the resort itself is showing its age. While boasting a "newly renovated room" at check-in the room was modern, clean and comfortable but it did not look new. As a whole I would look at this resort as acceptable but nothing special. Everything look ok, clean, but 20 years old. While we were not dissappointed I would recommend other hotels on the strip before this one.
February 10, 2014
Rated 3 out of 5 by Judy6688 Disappointing stay for such a beautiful hotel with a great location
We ended our hawaii stay in Maui at this Westin. Our stay started poorly by being greeted by a grumpy, sarcastic remark from the valet parking attendant. It then progressed by a very impersonal checkin. The welcoming lays were hanging from a stand (later went and requested them). The room was small but the view was FANTASTIC! Bell person (Theresa) was very friendly but failed to bring requested extra hangers. Placed our subs (dinner) in fridge but when went to get them they were soaking wet!. The freezer was a solid block of ice and leaking all over the bottom. (Upon calling, a new one was brought but had no freezer section). Arrived early evening but had a big day planned for next day. However, upon waking at 6;30 to get started to find almost no toilet paper, absolutely no shampoo, conditioner, soap and dirty washcloths! After 2 calls and 2 visits to front desk and a call to the Starwood customer service line over 90 minutes later (at 8:10am), got the products. The only comments of explanation were, "we'll look in to it." "It's coming." and "Housekeeping doesn't come in till 8am, we are looking for the runner!" Day plans ruined we spent the day at the hotel. Grounds and pool are fantastic. Great location, near many shops, beach has to be one of the best. The "Tropical Monkey" pool side drinks were so tasty. Hula bar next door is one of our fondest memories. One day 3 our ceiling had a serious leak onto our camera's and cell phone. One camera completely ruined, my husband reported to 2 people but they didn't even ask to see it or comment on it. We just dropped it cause obviously they were not interested in dealing with this. After 3 calls and getting angry, finally sent the engineer who went up in the ceiling found the source and began poking holes in the ceiling to drain the water (the pictures of an in room water fall is pretty cool memory). Moved to another "premier room." This is when we really got upset. When we booked we paid extra rate to upgrade to a "premier room." However, it was not until we arrived at the new room that we realized we were "upgraded" due to the water to the "Starwood Preferred Floor." These rooms are much larger, thought that is what we paid for in the first place. Called Kevin to voice my concerns and although he was VERY nice he did state "I moved you to do you a favor, I'm sorry you are not pleased." My real frustration is that I was moved because there was a water fall in my room and now I was moved to the type of room I had paid for but didn't get the first 3 days!
Kevin did send us a very nice appology note and some nice chocolates the next day. He was the ONLY one that showed any sign of what customer service should be at such a resort and we very much appreciated his efforts. Maybe if everyone took some training from him this hotel could come close to a 5 star hotel.
Conclusion: My biggest frustration is really with Starwood. When I reached out JoAnne was very nice and said she would follow up with the hotel manager. If she had, I think she would have found out we were not given the upgrade we had paid extra for and would have assisted us by speaking the manager to have us moved. (although we never would have known this if not for giving us a "favor" due to the leak! guess they had counted on us not finding out)This resort is beautiful, has a fantastic location and could easily be a 5 star with any sign of customer service. If you can put up with the above issues (which are very common based on conversations with other patrons) and not let the frustration mess up your vacation then stay here. If not, pay to go to some of the other upscale resorts and save your points it's just not worth it.
June 6, 2012
Rated 1 out of 5 by TedNapa2000 This place is under noisy construction & has bad attitudes
This place USED to be great. We experienced so many disconnects and really awful staff attitudes. First, they didn't bother to tell you that there is heavy construction going on--nothing like trying to relax to the sound of hammers and drills. The grounds and pools are awesome. Unfortunately, we did not have a relaxing time because we had to fight for even basic things like getting the right room service menu or booking a spa appointment because the qconsierge didn't know the spa was closed for a private event for two days.
December 16, 2013
Rated 1 out of 5 by Rahman Management's don't care attitude
Resort fee of $25, but there was no internet connection for first 3 days (stayed for 5 nights). Called the service desk at day1, they connected me to some off shore service desk where they never responded, these continued to happen for first 2 days, in the third day, I asked the front desk to send some one i n person. They sent someone, but couldn't fix. Again connected me to the off shore help desk and that guy left. So we needed to debug almost for an hour to figure out the solution. I had to spend several hours from my precious vacation time. Remember I paid ~$450 for my room!!! Definitely it's not worth it.
Parking space for that location is very narrow. You may scratch some other vehicles or the same thing can happen to you. The parking is always full too. Looks like they have less parking spots.
So why charging resort fee??
Contacted management via email. They responded to me via email and apologized. Unfortunately only apology doesn't work. I spent more than $4000 in their location, so they should compensate with crediting back the resort fee as well as SPG points.
I am still waiting for their answer.
June 22, 2012
Rated 2 out of 5 by HNed Hoel is outdated
Hotel was outdated. Room was noisey. Did not provide a good experience
January 28, 2014
Rated 2 out of 5 by Campos64 never again
i don't think I will ever stay at this hotel again. If it weren't for Stephanie, Ed and Jerome we wouldn't even think about it. The rooms were dirty, there was a leak on the bathroom and we had to keep changing a a towel we put on the floor to soak up the water. The cosmetic mirror in the vanity was broke and hanging by the wires. We told a worker that pasted by our room but nothing was done. If you are a smoker, you will be told to smoke on the beach. There are butts everywhere and no where to put your butts when your done. The light in the hall by the elevators are so dirty and dusty your fingers turn black with a single touch. For this price we could have rented a condo. Not to mention they referred us to shuttle service that made us sit at the airport for 45 minutes while the driver waited for another flight to land and passenger. They could have driven us to the hotel and got back in plenty of time. The front desk tried to give us candy but it was old and had to be tossed. NEVER AGAIN
November 29, 2011
Rated 5 out of 5 by Danielle23 Best Hotel In Maui !
Beautiful hotel in a perfect location! The hotel is right on the water and near lots of fun restaurants, shops and amazing sights to see. The staff was nothing but superb and were always available to answer questions and give you ideas of fun activities to do. Special thanks to Sulinn for making my stay amazing and being so helpful. Overall I highly recommend this hotel for romantic getaways and family fun! I would choose this hotel over and over for my future stays in Maui !
February 8, 2014
Rated 2 out of 5 by brett The service could use some help
We were not impressed by the consistant sales pitch from the concierge staff about purchasing a Westin timeshare. We were also told by the pool staff that none of the pools in Ka'anapali were heated only to find out later that the heaters were broken. The pool temperature was frigid all week.
We enjoyed the location but the third restaurant is being rehabilitated so it was closed. We typically have better service when staying at a Westin.
January 28, 2012
Rated 2 out of 5 by Jack252 Great hotel; poor customer service
This hotel is gorgeous (great pools and nice rooms). The beach is amazing, especially if you walk down to Blackrock where there is great snorkeling. It's also in a great location (next door to Whaler's Village for a quick bite and just a short drive to Lahaina, Maui's funnest town).
The down side was the customer service. The hotel seemed overcrowded - hotel staff just couldn't keep up. Our room was dirty when we checked in and the staff was unhelpful and rude at times. Although we are die hard SPG'ers, this hotel tested our loyalty.
November 12, 2011
Rated 1 out of 5 by doronski Shocking
There is little to redeem this hotel.
1. For what is offered, the rooms are terribly over-priced
2. The room was not ready on arrival
3. The room was dirty
4. The bed and pillows were awful
5. The staff are inattentive and lazy
6. Staff walked into my room at 8.30am when I was asleep.
7. Breakfast buffet was a trough
July 13, 2012
Rated 4 out of 5 by clean789 great hotel horrible day spa
gorgeous hotel and "lobby" area.
super friendly staff everywhere.
private beach with tons of water activities available.
awesome pool(s) and pool bar.
great room, comfortable, awesome view from balcony.
excellent proximity to shopping, restaurants.
bathroom in our hotel room had beach sand on the floor from previous guests.
There's only 1 Jacuzzi in the pool area that's really small and not super hot.
the day spa is a joke. It's way over priced, and when we went, the men's steam room was broken and the women's Jacuzzi was broken. The staff was a bit snooty about it and the inside of the women's locker room was completely trashed-wet towels everywhere, used products strewn about, used wash rags in the shower, hair and hair ties on the counters, cups everywhere....I paid double price for THIS?! So not worth it.
-construction was going on, so we had to PAY more to get a room that didn't have construction noise/interference. We were not told about this at booking.
-the beach yoga teacher never showed up...glad we didn't pay ahead of time...
February 10, 2014
Rated 3 out of 5 by alibee1 Not so great
In defense of this hotel, it was operating at full capacity when we were there. It was explained to me that a room upgrade for SPG members can only be for one level up- so we were "upgraded" to a garden view room. This room was small and smelled moldy. When I complained, I was offered another room with a view of the roof a few doors down, with the same smell. I kept ours. They had run out of welcoming leis, check in was quick but the attendant did not review the map of the hotel or programs that were offered. All coupons and help in planning outside activities is done through your personal concierge who is interested in getting you to tour their timeshare villas down the street. Rollaway beds are gratis and comfortable but make the room seem smaller (340 square feet for a basic double room). Tips- get the daily schedule of hotel activities at the sometimes manned concierge desk across from the front desk, take the free ukulele lesson (very good). When self park lot is full, they will valet you for free (lot is quite small). Ask about the SPG kids program for food however, it is better to eat off site. Did not feel too special here- they did send us a bottle of champagne for our 15 year anniversary but this place lacked the personal touch and effort from staff. The lobby is breathtaking with waterfalls, flamingos and a black swan. But overall, I wished I had stayed elsewhere. Late check out was not available either and they d not let you know until after 8am the day you check out.
November 16, 2011