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 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 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 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 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
Rated 1 out of 5 by Scazz40 What a Disappointment!!
From check in to check out staying at the Westin Maui Resort was a great disappointment. When we arrived at the valet we entered a war zone of a construction site. At check in we were met by Joven, customer service I guess is not his area of expertise, a surprise for a front desk representative. We were not given the requested room assignments, were told our pre-paid itinerary was not valid and there was nothing he could do. Reluctantly we proceeded with check in only to be informed the rooms were not ready. We waited most of the day for a call from the front desk, and promised when the room was ready they would call our mobile phone. After waiting hours for a call we decided to check with the desk only to find out the room had been ready for hours. We checked in and discovered we were on the second floor near the elevator and in rooms with a common outdoor walkway adjoining all the rooms, not feeling very safe, traveling with children who were sharing the adjacent room. In fact we were disturbed by a security person to retrieve a fallen bathing suit from a floor above. I contacted the manager Blake, and the theme continued, rude and unaccommodating customer service. After contacting SPG corporate and days later we were finally moved to an ocean view higher floor. As an SPG member and someone engaged in the film and tv business as a producer that books hundreds of nights at W's and Sheratons for my staff and partners I was shocked by how me and my family were treated. This was my 20th anniversary, and I had amazing experiences in Oahu and Kauai. No Lei greeting, gesture for our troubles. My stay at your property was very disappointing for my family and I, time and memories that we'll never get back. Live and learn, what a shame. sincerely, John S
August 31, 2013
Rated 4 out of 5 by VictorJoe71 Be careful with check-in!
I am a long-time fan of the Westin around the world, including getting married in one. I had high expectations for this facility, as we had walked through the grounds on previous Maui trips. The room was brand newly renovated. While it was very nice, it was a bit squishy. Needless to say the view, the grounds and the facility was fabulous.
My only complaint was at check-in. Check-in is supposed to be at 3pm. I tried to check in early at 2pm, but was told my room wasn't ready, and they would call. I left the resort, but returned at 3pm thinking they probably forgot to call. After standing in a line for 20 minutes with other anxious travelers, I was told again that my room wasn't ready, and that they would call me. I objected saying we rented the room from 3pm to 12pm, and that it should be ready. I was told numerous things, e.g., it was busy, it was spring break, there was a big group, it was Sunday etc. I was told that the room was being prepared and we would be called. These sounded like a bunch of excuses. All these things would have been known by the hotel and accounted for with staffing.
At 4pm my wife stood in line again and was eventually told, no, not ready yet, but there is a 1 bed and pull out couch room available. We have two small children, so this wouldn't work. She again was told our room wasn't ready (this after the fellow 40 min. before had told me they were just cleaning the room).
At 4:20 I was getting annoyed. I got in line again, but was approached by an intern of the Hotel, who pull me aside and was somehow able to give me a room on the spot. While this was obviously appreciated, it was inexplicable too.
In the end there were no apologies or acknowledgements made. During out 90min stay in the lobby we saw countless other travelers equally frustrated with the same problem. It was not a good day for the desk staff.
The thing with the Westin and with Maui is every minute is precious. We paid for 21 hours the first day, but only had it for 19.5. While we were given towel cards, all of our belongs were pack in our suitcases, and just having traveled we just want to settle in. Instead we sat there hot and frustrated.
March 28, 2014
Rated 5 out of 5 by kalenakagawa Best Resort on the Best Beach
Located on the best beach in Maui (Ka'anapali) you're walking distance and a short drive from abundant dining, shopping, and activities. The resort designed to be open, lush & tropical, as well as family friendly. The service is friendly and accommodating. The rooms have been updated in the ocean tower which can't be overlooked. They did a great job with the appointments and design. The Westin rewards Platinum guests with little bonuses and expert service throughout the trip, you will feel very taken care of.
Highlights : Swimming with sea turtles at Blackrock, lounging by the beach or pool in a private cabana, relaxing in the newly renovated ocean tower rooms, taking our breakfast every morning at Relish Bistro.
March 18, 2014
Rated 1 out of 5 by FamilyDec2012 Bad Experience all around...
spent 7 days 6 nights at the hotel for our Xmas holiday... a mistake. When arrived, wasn't given any shell necklace... others were.... we had to ask for them. Room wasn't clean. Asked for more towels and some were yellowish. Called concierge to put our kids into Kids club, but concierge said I should have called a day earlier to reserve and it's all FULL. I thought I still go to the Kids club myself to see if any chance for standby... Kids Club wasn't full! in fact, only had 4 kids signed up.... so the concierge was too lazy to find out if it's full or not! SPG Gold should have received 10% off on the Kids Club, but didn't make the adjustment until I pointed out the mistake during checkout. The wireless Internet connectivity was very poor... keep on disconnecting and need to reconnect continuously. The breakfast buffet charges kids under 5, while all other hotel buffets we visited nearby didn't charge kids under 5.... lame
December 27, 2012
Rated 5 out of 5 by Chenley Great hotel but no balcony in small S tower rooms
We love staying here and the small room is perfect for us. My only "complaint" is that the small units in the south tower do not have balconies upon which you can sit. We did no realize this before and will be sure to ask for a north tower room in the future.
Also, WAY more kids this year (during school time) than ever before (and the "adult" pool is NOT in a sunny location.)
LOVED the canoe trip which left right in front of the place and snorkeling is fabulous right off the beach!!
March 2, 2014
Rated 3 out of 5 by SPG1 Does not honor platinum benefits
The morning of our arrival I checked the SPG website and saw all categories of rooms available. As a platinum, Starwood promotes an 'upgrade to the best room at check-in' and '4 pm checkout (if available for resorts)'. At checkin I was upgraded but not the 'best room in the house'. I requested a 4 pm checkout but was told that this was not available to those who had been upgraded (this I had never heard of and is not a Starwood policy from what I can tell). I was also told that a late checkout was not possible as the hotel was full but I could inquire the next morning.When I got to my room I checked the SPG website and it showed all categories available for the next night so why was a late checkout not available? The morning of checkout I once again checked the SPG website and saw all categories of rooms available for that night. As such I went to the front desk and asked for a 4 pm checkout. It took some arguing but I finally got itt. Because of not knowing if I could get a late checkout or not, I was not able to plan any offsite actrivities and as checkin left a very negative impression of the hotel, I did not enjoy my stay.
February 11, 2012
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 5 out of 5 by Darkwing36 Love this place...
My wife and I have stayed here a minimum of 6 times, absolutely love this hotel, the location, the facility and especially the staff at this resort are amazing.
Would recommend this resort everyday of the week and have. The spirit of Aloha can really be felt and you can just slow down and escape into relaxation.
We'll be coming back again and again.
March 3, 2014
Rated 1 out of 5 by michael5 Sr Vice President
The Wifi had one bar the entire stay. Also kicked me off so many times I lost count. Then on the last day I was woken up by construction work on my floor. The staff I dealt with were all very nice.
Parking also was a nightmare. Those tinny spaces how do you expect anyone to park in them unless you have a very tinny rental car. I had a small USV and it was impossible to park
December 12, 2013
Rated 3 out of 5 by Robbos attractive hotel ,well renovated room
Stayed here 6 nights very impressed
with appearance & number & quality
of pools, beach & newly renovated
room. Meals expensive as were resort
activities - limited choice.
Most staff polite & helpful but
had issues with arrogant bell hop.
Reported to guest relations & one issue
resolved but no further response or apology
Past SPG details lost.
Price competitive compared to others
in resort area.
March 21, 2014
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 1 out of 5 by Edwin Complaint was not addresed
On my second day of stay, I complained to the customer relations manager regarding the subpar service in the hotel specially the beach services. She promised to refer me to the Beach Services Dept but did not received any call or email from the said Dept. The beach equipment (umbrellas & chairs) were sp expensive to use for only 2-3 hours!!
June 21, 2012
Rated 5 out of 5 by jacob6 excellent hotel
Stayed 5 nights. Upgraded to deluxe ocean view with spg gold status. Joey with activities desk found my maui jim sunglasses I lost when going down waterslide. He was very thorough and didnt stop until they were found. Thanks again Joey! Resort pools awesome and located in perfect location in kaanapali.
March 2, 2014
Rated 4 out of 5 by patrickp206 Westin Maui will make for a wonderful relaxation vacation
Upon arriving to the open lobby with live pink flamingoes, koi fish, white swans and one black swan, I knew that this was going to be a special place. The staff are welcoming and make you feel quite at home. The concierge staff were helpful for securing reservations for the luau (my first "authentic" luau and it was a great experience!) as well as recommended an exciting whale watching excursion (definitely come during the season when the whales are off the coast of Lahaina.) If you want to get away from the bustle of your busy life come prepared to relax in (or on a lounge chair next to) one of the five pools on the property and the Ka'anapali beach just steps away from the pools. The disappointing part of my stay in Maui, was having to say "Aloha!" (Good-bye.)
March 17, 2014
Rated 5 out of 5 by Helen83 Perfect vacation!
The hotel was above and beyond all my expectations, especially after reading some reviews that were less than favorable. The staff was amazing, friendly, and very attentive. The hotel rooms were nice, and the showers, bed linens, TV, and furniture appeared updated within the last few years. The pool areas were fun and had a "spot" for every mood of the day from relaxing to playful (especially loved the water volleyball and basketball). The location was PERFECT! It's right next to tons of different restaurants and a quaint shopping area, which had an ABC store, making it easier to get all your regular items - sunscreen, water, snacks, snorkel gear - at a normal price. It was easy to walk over to Black Rock and enjoy a great snorkeling location too. The breakfast buffet was tasty, and I really enjoyed their restaurant Tropica. It was about the same price as other nicer restaurants, and the food was far superior in quality. There's an ahi and pork apetitzer that I highly recommend trying. Hands down, I loved this hotel and everything about it. I will definitely be staying here again and again.
June 10, 2012
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 1 out of 5 by Jeffjw disappointing
My wife and I booked our honeymoon here. Due to our hectic schedule, we booked the trip the last minute and did not have to time to do any research. Instead we relied purely on our past westin experience. A Huge mistake! This is by far the worst Westin we've ever stayed at. How they received a 4 star rating is beyond my comprehension. The rooms are dark, old, devoid of any cleanliness that we came to expect of Westin. The bathroom tile is moldy and the tub /shower is caked with grim and soap scum. The set up is very strange as the closet blocks the view of the tv. The so called heavenly bed feels like it’s 30 years old and the chair cushions are literally falling apart. The rooms by the beach tower are better but you’d have to pay almost $200 more/night. Not worth it as the rooms there are merely the same level as Westin elsewhere. The staffs’ smiles are forced and their attitude befits of your typical cookie cutter soul-less resorts/hotel. If you want a characterless, overpriced dark dingy room resort, come here. Otherwise, save your money and go someplace else!
April 16, 2012
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
Rated 5 out of 5 by jj32 Perfect Experience
This hotel has everything - the staff was wonderful, from the lobby to the concierge to the pool attendants. The location is perfect- easy drive into the little town of Lahaina, but you don't have to drive at all-the beach is fabulous and the water is amazing, and there are great restaurants, shopping and beaches all along the beautiful oceanfront walk there. And of course the beds were soo comfortable! The hotel restaurants are fantastic, and there are other fantastic ones in walking distance. This was our second time here- we'll continue to come back to this one any time we come to Maui.
February 27, 2014
Rated 2 out of 5 by Daisy115 FAIL
We came here during our multi island honeymoon. I could not have possibly been more disappointed. We got there early and were given no upgrade for being gold members or being on our honeymoon. Our room was not ready till almost 5 and at this point it was still dirty. We pulled back the covers to find hair in our bed.
I was not given a refund for that night, but after calling SPG directly to go around the front desk, I was allowed to cancel my room for the remainder of our stay and we found better accommodations else ware.
Not what I would have expected from a Westin and definitely not what I would expect for the nightly rate.
November 4, 2013
Rated 3 out of 5 by Sharoga69 Disappointed
We were disappointed from the beginning. Our initial room was located on the second floor and there was a drainage system attached to our balcony that had cigarette butts, wrappers, and rotten fruit floating in it. They moved us to the third floor and we had the pleasure of looking down and seeing the junk floating around for 6 nights. Twice during our stay our room was not cleaned. The pool chairs are rock hard! Guests were complaining about it constantly. They are meant to have pads on them, but no pads on any chairs except the few you pay up to $65 extra a day for. The hotel is just too busy! The Westin experience we are accustomed to just didn't happen for us.
March 4, 2014
Rated 5 out of 5 by Defender12 They understand loyalty
I have stayed here twice for my annual mother daughter vacation. My six year old and I love it here!
We stayed at all three spg properties last year and this one stood out. They upgraded us twice to the giant luxury suite. Took care of us and were very friendly.
The watersides are huge. One hottub but it's Hawaii not the snow...food is good but pricey but it's a resort. The bartenders are generous...the property is just beautiful and right on the beach.
The spa pedicure was amazing and my daughter could even hang out with me.
I felt at home and catered to. So much that I brought my sister and her daughter with us. I will be back.
March 21, 2012
Rated 1 out of 5 by Marty47 Big disappointment
Being a 75 plus night platinum member.
No upgrades, front desk rude, first night, dirty bathtub, found out why in morning, plugged up drain. Moved next morning, vent in bathroom has 1/4" dirt on it, moldy! Sure has gone downhill the past year. Tried to get late check out, no response from front desk. Never will stay here again. I guess for family and kids is okay. Pool bar doesn't open until 11am, not many shade umbrellas by pool.
July 6, 2012
Rated 1 out of 5 by islandfolks Disengaged staff
There seems to be a lack of morale at this resort -which started the moment we checked in. No aloha or welcome, just a non interested employee. After just spending a week in Waikiki, the contrast in graciousness was disconcerting. The room was nice but when it was later cleaned, the staff left the comforters on the floor and glasses were never replaced. The elevators in our tower were constantly out of service and at times were a little scary to use- unpredictable although we never got stuck on one but often didn't go.There were two restaurants on site- one which never was opened- and the staff didn't know what was going on and lacked interest to find out why. We had several breakfasts in the other outdoor restaurant but the staff seemed rude at times, even barking at us and the choices of food items seemed confusing- as platinum members we were eligible for a free continental breakfast but the layout made it confusing to guess what was continental and what was "hot". We went to breakfast after morning runs and were never offered water. Thank goodness there is a mall next door for convenient dining.
We did get a box of chocolates as a gift but the chocolates were stale and rancid, no big deal but I would have thought someone would have checked that!
Talking with other vacationers at the airport, several former quests had similar experiences. Even the flight attendants had heard much grumbling lately. I guess my biggest gripe is that the staff seemed disengaged and lacking in the aloha spirit. No one seemed to be paying attention to the details that I expected to find at a Westin resort.
This will likely be our last stay at the Westin Maui.
November 19, 2013
Rated 1 out of 5 by jackattack Total Disappointment
Stayed @ this property 10 days in late July/early August 2013. *20 minute wait at check in as only one check in position open for all. *Not provided best available room for Starwood member and had to request a change after registration. *Was told no upgrade available, but other guests provided such. *Constant construction noise of drilling, hammering, equipment unloading and solvent smell making room and balcony unusable every weekday of stay from 9 to 5. 2+ hour wait for a 2 hamburger meal which was never delivered. *Ordered out of, made to move from and denied use of half of pool facility for half day without any prior notification so a private party could have exclusive use. This facility is much more concerned with Corporate clients than customers.
August 21, 2013