The Westin Maui Resort & Spa, Ka'anapali

  • 2365 Kaanapali Parkway,
  • Lahaina
  • Maui,
  • Hawaii
  • 96761
  • United States
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Rated 3.8 out of 5 by 848 reviewers.
Rated 4 out of 5 by 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 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 5 out of 5 by 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 4 out of 5 by best location, views,outdoor pool landscape the hotel meet all my expectattions, with an exception of the food, and the noise. we have noise from elevator system, August 28, 2014
Rated 2 out of 5 by 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 5 out of 5 by Lobby If you're in for a zen moment, try the lobby around 4:00 am. You'll be the only person there. You can enjoy the waterfall and watch the sky turn from azure to sky blue and then take a walk on the beach. You will think there are only a few people on Maui! August 1, 2014
Rated 5 out of 5 by The Westin left us feeling pampered We had a lovely stay- beginning with our bellman bringing us a handmade rose and fish, made from a palm leaf, to the manager of Relish agreeing to keep frozen a gift I had brought from home to friends. Everyone was helpful, the facility was beautifully maintained and the proximity to Whalers Village and Black Rock can't be beat. We would definitely stay here again! July 28, 2014
Rated 1 out of 5 by Disappointed Traveler This hotel's management is not empowered to make decisions to ensure a guest's stay. As an SPG platinum member, I consider myself a seasoned traveler and can provide this opinion. After a 3-night stay, my pleasant stay was made unpleasant because of the acting management's staff inability or unwillingness to address a simple request at check out time. April 24, 2013
Rated 4 out of 5 by Experience The Westin is an outstanding Resort and we've returned several times. It is the best hotel location we have ever stayed at and we have been all over the world. We did experience a problem with our reservation this year upon arrival which was difficult to resolve. The management and staff were extremely helpful and thoughtful and we ended up with a fantastic experience once again. While it is normal to expect everything to always be right, sometimes its equally or more important to judge a company on what they do if a problem does occur because it is inevitable that something will go wrong somewhere at some time. They did an extraordinary job in recovering. August 5, 2014
Rated 4 out of 5 by Good Beach and Access We enjoyed our stay here excluding a few items. Bathrooms at swimming pool and bar area were not cleaned and had a bad odor. Buffett Breakfast very expensive and nothing exceptional for the price. Room was small especially the bathroom area and not much closet space nor hangers. We stayed on the 7th floor overlooking the ocean and grounds area. View was great and to sit on the lanai to watch the sunset was beautiful. Staff was pleasant and accommodating to our needs specifically the concierge. We would recommend staying here. August 18, 2014
Rated 1 out of 5 Bad services on concierge and check in. The room is very old and small compared to other Westin hotels. The room is nothing like the pictures on the hotel website. The people in concierge ,instead of providing me info, focus mainly on promoting the villa tour. It made my wife and I very uncomfortable. I got an free chocolate offer message from concierge. And when I went to concierge to claim the offer, the guy on duty asked me again about visiting the villa to get points before giving me the chocolate. When I said no, I could sense his attitude. From my understanding, isn't the concierge supposed to provide service to guests? You can feel they are not sincere about helping you. I called in earlier upon my arrival to request king size bed and the lady told me she will add that in my notes for me. So when I check in, the other front desk told me he didn't see the notes and there was no room with king size bed. He told me that if I want I need to call everyday to check and depending on the moment I call. The service is lack of consistency. Very disappointing stay. November 16, 2012
Rated 5 out of 5 by Room by elevator We were in a room by the elevator and it was noisy. Make sure to stay away from that. March 14, 2014
Rated 4 out of 5 by This hotel was great great hotel the kids had a blast. all very beautiful. the food was average need more choices and healthier things on the menu. August 25, 2014
Rated 4 out of 5 by 2nd trip to Westin This was the 2 nd trip in 2 years for us. We made a repeat trip because we had such a wonderful experience the first time. This time was a little disappointing. No lei greeting. Our room was in the ocean tower....right beside the elevators. We could hear every time the elevator moved.......so no sleep! We requested 3 days for another room. They could move us. But not for the ocean view that we paid for. So we just stuck with it. Can't believe the management hasn't sound proofed the elevators!!!!!! Also. What's with soap issues???? Had to ask for it 3 times. 2 other couples we met there had the same issue. The breakfast buffet was very good and the staff there was super. Have to think twice about our next trip......if we ever get to go Maui again. April 6, 2014
Rated 1 out of 5 by Worst Westin Hotel I stayed at many Westin hotels around the world and this has to be the worst. - very old rooms - noisy - misleading advertisement - limited parking April 21, 2013
Rated 5 out of 5 by 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 Hotel is in great location We greatly enjoyed the stay at this great hotel August 25, 2014
Rated 1 out of 5 by POOR Service all the way around Poor service for the Plantinum level members, and charges show up on your bill that were charged before i checked in. March 19, 2013
Rated 3 out of 5 by 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 5 out of 5 by Best Vacation Ever The resort exceeded our expectations. The staff was friendly . We loved being greeted by Mike daily and our pool service by Dwayne was wonderful everyday. My kids enjoyed Alex (the slide guy) as he became known as they swam everyday in the amazing pools. The front desk staff was courteous and helpful. Our luggage was accidently misplaced for a brief time and the staff went above and beyond to accommodate us and make up for the small mishap. Everyone was helpful with tips of things to do ...especially Dwayne. Larissa was very helpful booking our excursions. So happy that she told us about the Luau on site because it was wonderful and my son loved the fire show . The trip was wonderful and we cant wait to come again!!!! July 2, 2014
Rated 5 out of 5 by The Best We booked a week long stay to celebrate our 20th wedding anniversary and brought out two kids. The pool and slide were fantastic. Great beach. Ease of getting as many towels as you need, as often as you need. Self parking was a little packed, but they will valet park your car for free, if you can't find a place. Snorkeling right in front of the hotel was beautiful. We will likely return for our 25th, if not sooner. :-) July 19, 2014
Rated 4 out of 5 by Easy Stay for my work travels I have stayed at this location three times now and the first time was not the best experience. It has continued to improve each visit, so thank you for taking the feedback! I also LOVE the complimentary room upgrade to ocean veiw. I book through my corporate Amex travel so my options are limited, and since I am only in Maui for two nights for work a nice view makes it a better experience. The room could be slightly cleaner, especially under the best/against the wall behind the bed. I dropped something and saw that it was dirty and found a dead beetle/roach not sure what it was. Overall, however, much better experience! August 3, 2014
Rated 5 out of 5 by Beautiful hotel Hotel is very tropical and beautiful from the moment you walk in the door. Pool(s) are gorgeous and there are always plenty of chairs and even some with umbrellas. We stayed in the recommended tower building, upgraded to a deluxe ocean view room on the 9th floor. Gorgeous views, room was very nice, bathroom was nice, refrigerator in the room with two bottles of water a day was terrific. Only downside for us was the food, or lack there of. Not enough food choices for us, and got tired of paying $22 for just two croissants, and two juices or coffees. But, we either took the free shuttle into Lahaina or we rented a car and took ourselves over to Paia or elsewhere to eat. Definitely make sure you get out and see the island, it is beautiful. September 28, 2012
Rated 4 out of 5 by Good honeymoon experience We were treated really well for the first few days of our stay--upgraded room, free champagne, great staff service during meals at Relish--overall a good experience. We rented a cabana on the beach one afternoon and were rudely told to go flag down a waiter if we wanted cabana service (something we had already paid for). The staff managed to make up for it later in the day but the interactions left me feeling like we were boring them. Due to a hurricane we had to depart early and when my wife tried to alert the front desk staff that a room would come free earlier than expected, she was laughed at and told "why are you telling me now? You can just tell us in the morning." Needless to say we complained to management about the rude interaction with the front desk. August 15, 2014
Rated 5 out of 5 by 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 Poor room cleanliness & staff communication Arrived early, so expected to wait. took 3 1/2 hours to get a room and was never called by staff to notify room was ready. Checked many times. Hotel lost my families luggage and I had to search throughout the hotel to only find our luggage unsecured with no other luggage carts. Never asked for ID to get it. I had a hip replacement and asked to use cart to take to our room and staff aggressively rejected my request. Bed sheets in room had blood and dirt in the sheets. Staff did replace, but this is unacceptable. Upon check out, my son left a carry on bag at hotel. I called and staff was helpful to ship back to us and of course charge. Not a big deal if our bag ever reached our residence, but has not in over 2 weeks. Was told it cannot be tracked and we are out the baggage containing memento's and the cost of shipping. Was informed that staff asked me the level of shipping and was correct. I was however never notified as to having no availability to track with the shipping I chose. I was also let know that the loss prevention people don't ship items, so are not aware of shipping levels. I suppose I am the only person to have left an item in the Westin before then. Attractions at hotel were great. Cleanliness, staff helpfulness, communication of staff and actual value of stay are on par with a 2 star hotel. My last stay in Maui was at another hotel (4 star) in Wailea and was cheaper and a much more efficient & friendly staff. I extensively traveled with work until about 2 years ago and lost my platinum starwoods membership status. I suppose I should have taken that as a sign before staying in a starwoods hotel. August 21, 2013
Rated 5 out of 5 by Westin Maui We celebrated our anniversary at the Westin Maui and were in awe of the great scenery of this Hawaii island, as well as the hospitality. The hotel had much to offer whether there as a young family, or a couple. There were areas for just adults too so if you wanted a respite, you could find it. The beach and pools were readily accessible and there was lots to do. August 20, 2014
Rated 2 out of 5 by Mixed Feelings This is almost certainly one of the best hotels in Ka’anapali. This was our second stay, the first one was memorable, and even this one was pleasant; should we come back, we may stay here again. Having said that, there are few things that would require hotel management’s attention: We were on the 8th floor, in the Beach Tower overlooking Whalers Village, Ka’anapali beach, and the island of Molokai; indeed a beautiful, very spacious room, well maintained, with a great view. There is one drawback, though: at 6am, sometimes even earlier trucks begin loading/unloading stuff at the Whalers Village; they don’t care about your sleep, so they keep the trucks engine on all the time, to say nothing about the continuous beep-beep, when they are maneuvering; if you are not an early bird, you have to know that the top and most expensive rooms are not the best as far as sleep quality is concerned. We had breakfast buffet at the Relish – formerly ‘Ono – restaurant throughout our stay; we would like to thank Carlito for warmly welcoming us every morning, always striving to give us the best table, and to make us feel special. The quality and variety of the buffet though was a serious issue: if you are staying more than just a couple of days, you will get really bored. From a $30 per person buffet, plus tip, we would have expected higher quality, and especially more variety. Housekeeping must be severely understaffed: they knock at your door as early as 8am, and if you miss *this* opportunity, your room may be made sometime in the afternoon; even repeatedly calling guest services won’t help much: “we ares sooo sorry!”, but nothing happens, which makes us think that staff couldn’t care less. No SPG line at check-in; minimal benefits for SPG platinum (premium internet for free) and gold members. Last minute breaking news: we didn’t get a 1pm “late” check-out – standard check-out time is noon. August 21, 2013
Rated 4 out of 5 by This hotel is family friendly We stayed in a Garden View Room. It was very private and quite. The gardens and pool area are beautiful. The location was great if you want to stay on the west end of the island. We were there during a hurricane and the hotel kept everyone well informaed. Access is great and the staff was very friendly and helpful. We would go back again. This was our fourth visit to Maui. August 19, 2014
Rated 5 out of 5 by Fantastic Place to Stay We loved the Westin in Maui. It was beautiful and the staff were very helpful and courteous. We would love to return there some day. July 23, 2014
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