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 1 out of 5 by UnhappyWestinMauiGuest Horrible experience at the hotel
My stay at the hotel was quite disappointing. One day there was no maid service by 4pm, and when we did call and they came they did not leave enough towels or any amenities in the bathroom. They had to come back with both and the towels were shredded - something that I would be embarrassed to use at my own home, yet alone at a nice hotel.
The next day we left our room at 7am and returned and 10pm and our room was not made up. When we called the front desk no one could explain why - and when they finally sent someone over to clean the towels we received were also shredded. I was later told that the towels were "off brand."
The next day at noon I received a call from housekeeping that there was a human error and they did not send anyone to clean the room .
Not sure how they did not have anyone down for my room, as it was paid in full two months before we arrived.
The hotel was not staffed properly for a holiday weekend -it seemed as if the kids were running the place and no one wanted to take the blame for the horrible experience that we encountered. The trip was supposed to be a special stay for a family celebration.
Additionally, our room is set to be renovated next week - and I do not believe that a Starwoods' guest should have been put in that room. The shower head was coming off of the wall, and there were dust bunnies from here until tomorrow between the wall and the shower head. I brought both the morning manager and the housekeeping manager to look at it - and they both smiled and did not acknowledge that it was disgusting.
The manager(s) did not want to deal with the housekeeping issues- they wanted to pass it along to housekeeping - when really they should have taken responsibility and worked to remedy the situation. I don't want to know that there was a human error - as no one would have allowed me to make a human error and not pay.
How you can be considered a nice hotel is beyond me - I would have imagined that someone with a higher rank than the manager on duty while I was there would have gotten in touch with me to apologize for what went on.
Also, I want to understand why when paying (in addition to points) a resort fee one is charged for chairs and umbrellas on the beach at a beach front hotel? I think that is also despicable. It seems that where ever you can nickel and dime the guests you did.
September 7, 2012
Rated 2 out of 5 by AZKim Not my usual great Westin experience
We'd booked a Thursday and Friday night at the hotel, Saturday being the day we checked into our Starwood timeshare a couple miles north. After having been up for almost 24 hours, we looked forward to a shower, quick dinner, and rest. I had no reason to doubt my experience at this Westin would be any less wonderful than my other hotel and timeshare experiences. Oh my.
We were 'upgraded' to the Ocean Tower. Great view. However, the carpet had huge rolls, the kind on which you are destined to trip. The elevator noise was very loud. Husband took a shower first, but the tub did not drain. Not wanting to get into dirty water up to my calves, I asked husband to call down to maintenance. The phone did not work and he had to call on his cell phone. I went to sit on the sofa, but decided this was not a good idea since the once pale gold upholstery looked as though it had not been cleaned for a long, long time. The plumber came and after 40 minutes of listening to his drill and smelling oil, we'd had enough. We were moved, but to the same tower. Not good~ but better. We learned all other towers have been renovated. We are supposed to return in three weeks. I told husband I would rather fly home early. So disappointing~
February 9, 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 4 out of 5 by Jean321 Beauty in Paradise
This is my second stay at the property,. The re-do on the rooms are great, with a couple of exceptions. I miss a bathtub to just relax in! Saying the room sleeps 4, with two double beds instead of 2 Queens, is a stretch, unless all 4 are children. The new glass balcony facades are wonderful!
The spa in the pool area was not working for all but one day of our stay, which was a disappointment, as I enjoy that relaxation, also. Other than that, a superb property!
February 5, 2014
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 kevbot Good Stay
I had trouble applying suite night awards to my stay so I called my Platinum Concierge. She called the hotel for me and got me upgraded to a Premier Suite. I had three rooms and she was able to get the other two rooms upgraded to Premium Deluxe Ocean View Rooms. All three rooms were fantastic but the Suite really stood out. We had three balconies, a large living room, a large bedroom, and a fantastic bathroom with separate shower and tub.
I do not recommend the restaurant "Relish" for either breakfast or lunch. Neither meals were anything spectacular and there is much better food available locally. The platinum breakfast vouchers are good for the continental breakfast only and there is a $15 upcharge for the full breakfast. I should mention that the front desk agent was fantastic and agreed, upon my inquiry, to give my other two rooms platinum breakfast vouchers as well. That was much appreciated.
Towel cards are required to get towels from the towel desk and while I believe you are only allowed two, the front desk agent helping me gave me four cards per person including for the other rooms on my reservation with guests that were not platinum. We really appreciated that.
The pool bar had good happy hour specials daily. Don't expect much night life. Things die off in Kaanapali around 9:00-9:30.
February 8, 2014
Rated 2 out of 5 by Burned Very disappointing
Was very disappointed in the cleanliness of the hotel. Carpets are filthy and the furniture dated. Restaurants were lacking with limited selection. Had heartburn the entire town.
February 7, 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 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 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 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 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 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 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 5 out of 5 by Beaversosu Returning gold SPG guests
We are always treated so well upon arrival from the bellman to the front desk. We most always receive some type of upgrade!
February 2, 2014
Rated 5 out of 5 by Spkr4life Outstanding Property
Recently stayed at the Westin following a wedding in Waikiki and it was just the getaway we needed. We've stayed at this property twice in the last 2 years.
As a platinum member, I greatly appreciate the suite upgrade and welcome amenity sent by the hotel GM.
The grounds are excellent, food is really good and the location is simply superb.
Make sure you get your wristband from the towel desk if you plan to ride slide and also reserve your chairs and umbrella ahead of time. The sand is incredibly hot if you've never been to Maui. Also, you can pick up cheap snorkel gear from Safeway and use through out your trip.
We will definitely be staying here again.
August 25, 2012
Rated 4 out of 5 by Young83 Average Hotel with a beautiful Lobby
The reviews about the hotel were more or less dead on. Got lucky and upgraded to the Beach Tower, however got stuck on the 2nd floor looking onto a roof. Location is great for snorkeling at Blackrock (better snorkeling than St. Johns, Cayman Islands, St. Maarten, Thailand, etc.) especially if you have fins to go out to the end. Being on the Western side of Maui, beaches weren't that great and due to the traffic, is a real pain to get to from airport, nicer beaches, Hana highway, etc. Room was a standard Westin room/decor and was clean. Staff were friendly, but no real platinum recognition even with the resort fee. The add-on benefits for platinums were a bit weak (e.g. discounts to certain food areas, spa, shops, and premium internet access). The parking is also very hectic and will get full by dinner time. Valet parking is free when the self-park lot gets full, but nobody will tell you that until after you've spent a lot of effort trying to find a self-park space. On the positive side, this hotel has one of the nicest lobbys i've seen at any starwood.
March 27, 2012
Rated 5 out of 5 by Biff Great Hawaii Vacation
I was a little nervous reserving this hotel as some of the reviews are not favorable. However, everything about our stay at this hotel was fantastic. Upon check in, we were upgraded to a better room on a higher floor. We stayed in the Beach Tower which has slightly larger rooms which was great for 2 adults and a ten year old. The room was clean and functional. Housekeepng was great. The pools were fantastic and the restaurants very good. But the best part of this hotel is the location. Walk south on the beach and the waves break so surfing is descent and walk north on the beach to the Sheraton and snokel right off the beach. The hotel is next to Whalers Village, which can be noisy in the morning with delivery trucks but the convenience of the shopping and restaurants is worth the slight noise. The fitness center is great and my wife also enjoyed the spa. Take the negative reviews with a grain a salt as many people travel here and spend a lot of money and expect the best and sometimes mistakes are made, but this hotel is very nice and should be considered if staying in west Maui.
April 2, 2012
Rated 4 out of 5 by Todd66 Great location, wonderful pool and beach
I'm a huge fan of the Starwood properties, and the Westin Maui is very nice. Certain parts of the rooms and hallways need updating (esp. carpet in halls), and the bedding (sheets & duvet) seemed past their prime. Service at the Starbucks coffee was very slow. But other than this, we enjoyed it there very much. The spa was a highlight! I will be back!
January 30, 2014
Rated 5 out of 5 by CoconutMaiTaiDenise There's no match for the Westin Maui Resort!
I am addicted to the Westin Maui Resort! I have been coming here for about 6 years and this year I even made two trips to the resort. The service, the surroundings, the pampering are unparalleled by any other resort I've been to in the US and Europe. Jose, one of the bartenders at Uno's bar, is the best in customer service and really knows how to make you feel at home. Giadee, behind the front desk, is a master at making your stay go beyond your highest expectations. All in all, you will not find a more relaxing, comforting and memorable experience than a stay at the Westin Maui Resort. I know I'll continue coming back.
September 30, 2012
Rated 5 out of 5 by hubahubahuba Best Hotel in Maui
I come here several times a year and I cry when I leave because I NEVER want to leave. It is soooo relaxing and soooo comfortable. I usually ALWAYS extend my stay further. I have never been disappointed. Also, the spa is WONDERFUL and should be rated as #1. I live on Maui and have been to all the hotels and spa's. Westin in Maui is the BEST!!! ...the spa is #1 too!!! Also, food is abundant and good tasting. Great fun place and activities for the kids too. Westin is located in walking distances to lots of shops, restaurants and activities. Get your money worth by staying here. You will never be disappointed. :-) PS: We can't wait until we visit with the Westin again.
October 4, 2012
Rated 5 out of 5 by amkelly Most Amazing Hotel!!
What an absolutely stunning hotel to stay at while already on such a beautiful island!
We came to Maui on a trip with our friends for 6 days before my boyfriend & I checked into the Westin for our last night in Maui together, we were so excited! Westin Hotels are my favorite Starwood Brand - oh the Heavenly Bed, its so comfortable!!
Dawn at the Front Desk was an angel, she was able to upgrade us to the most amazing Suite since we were only there for one night (Thursday) and sent up a bottle of Champagne. My boyfriend actually ended up proposing that night, so it literally made the entire night a dream!
I work at a resort in San Diego and could not be happier with our entire experience at this hotel. We can't wait to come back!
January 22, 2014
Rated 4 out of 5 by Zachary The Good and the Bad
I am a platinum member with SPG and have stayed at some very nice hotels around the world. This hotel is my #1 choice for best location. The pool is the best on the beach strip, and the hotel theme fits its tropical landscape. The rooms are nice and well maintained. The hotel is very adult and family friendly. The location is great with many restaurants and shops just a walk away. The beach and water are fabulous with many excursions awaiting to be booked. Many great ocean view rooms. Food is pricey, but if you buy the right dish, it's worth the bill.
There are some areas of improvement. Customer service didn't meet my expectations. Long lines at front desk. Staff is unfamiliar with their own policies. Room service is slow to respond to requests.While you are promised certain discounts, amenities, products, etc., unless you ask for them, they are never mentioned.
Ultimately, this hotel doesn't cater to Platinum and Gold members. I didn't receive the room suite upgrade I solicited (even using my 10 suite upgrades), bottled waters, platinum front desk line, free continental breakfast, and other complimentary items for Gold and Platinum members at other SPG hotels. Even though I agreed to the $25/night resort fee, all of the items included in the fee would have been complimentary at other hotels for platinum members. Paying this fee should be waived for your most valued customers.
A few weeks after my stay, I expressed my concerns to management, and they went above and beyond to rectify the situation.
I would recommend this hotel to my friends and family.
March 31, 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 5 out of 5 by pguru This is the SPG place to stay in Maui
This is a great FULL service hotel. The Ocean resort Villas, where I had booked earlier is a TIME SHARE property that is more expensive. This is a better place if you want the full hotel experience. the KIDS will love the pools and the beach is right there. The breakfast buffet was great although the drive to grab good spots on the pool deck can get crazy ! The Whaler's Village mall next door has great shopping and dining. All in all a great vacation hotel.
April 18, 2012
Rated 2 out of 5 by Westiner Disappointed
I've been to Westins around the world and usually have a great experience. Not here. Purchased a "Deluxe Ocean View" room only to find a view of a parking lot with minimal ocean view on the next to the bottom floor. Tried to move and was given little in the way of satisfaction. Cleaning staff were friendly, and restaurant at the poolside was great.
Some peculiar things happened each day. For instance, on the last day I spent a half hour trying to print a boarding pass and told an IT issue prevented me from printing. In leaving for my plane I checked my bill and found that I had also received the bill for another hotel guest around the corner down the hall. Parking was difficult..I had to valet because self parking was unavailable, but then had to have it removed from my bill or I would been charged. Took away from what should have been a very relaxing experience.
December 26, 2011
Rated 1 out of 5 by Scott12 Rooms need improvement.
Our stay started with getting rid of 5 moths flying around the room and calling the front desk to have someone look at the a/c. A total of 11 months were in the room during the trip. After having a serviceman there for an hour he cleaned out the filter that had not been cleaned for a while. It helped a little. The ice bucket had not been cleaned in weeks and the ice tongs were rusty and disgusting. The swimming pool areas are amazing and restaurants are great. So spend as little time in the rooms as possible.
July 21, 2012
Rated 3 out of 5 by JustSaying Hotel lacks loyalty recognition and customer service
Although the lobby and hotel areas were nice, there were some problems with customer service. We got a handicap accessible room both times even after the move to a king room. The view from the 2nd room was better but being a platinum member, and having called several times to SPG to ask for an oceanview room, we should have been placed in a king room without having to move into another handicap accessible room. What happens when people who really need those rooms show up, they would not be available - this is very poor service in my mind. At the bar by the pool the bartender didn't want to give us the drink we asked for because he was worried about our pocketbook and he was very slow with service because he didn't see customers sitting there. The luau was cancelled but nobody called to let us know. These are small things but they will cause dissatisfaction with your customers. We can stay anywhere but chose to stay here and deserve better treatment. After all we pay all year to get the award nights and we have to pay the resort fees. Also we didn't appreciate getting coerced into a sales gimmick without full disclosure - tour of the Westin Villas. It wasted 3 hours of our day.
December 15, 2011
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