Rated 2 out of 5 by ph69917 Hotel Needs Some Improvements
Overall, some of the resort features were pretty nice. However, given this was a category six hotel, and cost me 12,000 points a night, I expected more. The beds were too soft, seemed like they've been in use for over 10 years, the rooms were fairly clean but looked really old. The only thing the hotel has going for them is its location right on the beach.
March 7, 2014
Rated 1 out of 5 by mcksteve 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 4 out of 5 by Shirley73 Great relaxing hotel
The atmosphere is relaxed and enjoyable. The employees are happy to accommodate you. The location is superb. Good food, shopping and ambiance, who would wat for more.
March 8, 2014
Rated 2 out of 5 by marco60cr 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 1 out of 5 by atlanta246 Dated, Lots of Construction, Not Execeptional
We arrived in late September for a seven night stay at the Maui Westin. The lobby entrance was nice and check-in went smoothly, after check-in we headed up to our room on the 8th floor. This is where our problems started.
Our initial impression was formed by the smell of stale air as we walked into the room, the room smelled "wet," not a fresh sea breeze type of smell, but one from a damp closet where the air had sat stagnant for an extended period of time.
The fit and furnishings to the main living area/vanity area/bathroom could best be described as dated - like a room that would have been popular in style while Miami Vice was popular. Westin apparently agrees with me on some level because much of this tower is being remodeled.
Construction starts every morning promptly at 9a and ends sometime after 5p from Monday to Sunday (despite what the desk states about construction halting on Sundays, it most definitely occurred while we visited) and consists of the drills, saws and other power tools that shook and rattled our room. It was impossible to sleep in, enjoy breakfast in the room or hang out on the balcony to take in the view while construction went on during the day.
I cannot express my level of frustration with the way hotel management handled our issues with the construction. We were blamed by staff for booking during a construction period which is spelled out somewhere on this website, but I absolutely cannot find. We were offered either eliminated resort charges OR a room change to an available room. Since the only available room meant moving from an ocean view to a 2nd floor view of the parking lot, we opted for eliminated room charges. My opinion is that management's attempts to the remedy the situation fell flat and there seemed to be a general level of disinterest in dealing with construction complaints because, again, this was apparently my fault.
In all, it was an extremely disappointing stay in a dated property with an awesome location on Maui but I would definitely not recommend the hotel or the staff for a stay in the near future.
October 9, 2012
Rated 2 out of 5 by chickenbark Construction Alert!!!!
I checked into the Maui resort this past Friday, April 13 and here for a few more days. While I agree that this resort is outdated and needs updating I WAS NOT told that there would be construction going on during my stay. I would not have chosen to stay here during this time. It is bad business to not let customers booking your hotel know that you will be doing construction. This hotel is over priced and does not meet the expectations of what you expect from a Westin property. Rooms are small and bathrooms resemble something you would find in a cheap hotel. There is nothing exceptional about the room other than the view of the ocean. You will pay a pretty penny for that.
I have called the manager of the property about the construction. I'm still waiting for a call back.
April 16, 2012
Rated 2 out of 5 by FL12 Not up to Westin Standards
We are Gold preferrred members & stay almost exclusively at Starwood properties. We were very disappointed with the service we received by the front desk staff at this resort (very rude and unaccomodating). We booked an oceanview room & our view was 80% obstructed by the other tower and we were not moved until the next day. The rooms are small and in need of major renovations. The bathroom was extremely small and dirty (looked like a bathroom you would get in a motel). The only positives we experienced here were the beautiful landscaping, the pools,the location, and the wonderful concierge staff. We come to Hawaii often and do not plan on staying at this resort again & can't recommend it to any others. For the amount of money we spent on this resort, we cannot say it was worth it.
February 28, 2013
Rated 4 out of 5 by BILLYD5 Disclosure
I was not thrilled to learn that I had a $30 per day charge added to my bill which I did not know until I checked in. I was told it covers parking, shuttles and 2 bottles of water.
I did not have a car so I did not need parking, the shuttle times were inconvenient so i spent a ton on airport transports and Taxis. So I paid $30 per day for water, if you included breakfast or lunch then perhaps it would be worth it.
March 3, 2014
Rated 2 out of 5 by chuckcan Not really what I expected
I felt like I was being sold something from the time I arrived. I was immediately sold an upgrade to a premium room and the woman that sold it to me seemed to be reading from a script. When I was shown what I was getting by upgrading, I immediately accepted it as the Deluxe room I was shown was dirty, smelly and the furniture was filthy. I gladly paid $40 per night to upgrade, (down from the $50 initial offer.) I felt like I needed to be on guard the entire time with the exception of 3 staff members it all seemed like high pressure sells for the most part. Very disappointing.
February 21, 2014
Rated 2 out of 5 by Tom317 Huge Disappointment should have moved to another hotel
Arrived to be downgraded from confirmed suite upgrade. Staff at front desk and valet very poor. 50 minutes waiting for luggage to be brought to room. I went down to lobby to be told by SPG desk "we will have it right up in 15-20 minutes" I went and found my luggage and started to bring it up; only then did they help. Then go to use fitness center and key doesn't work; at front desk "you have the wrong key" as if it is my mistake. Get card for breakfast forget it upstairs and ask front desk for new card, "No you have to go back to your room to get it"; I need special card for breakfast, card for fitness center, card for room and card for towels. This is crazy. Go to Relish to eat lunch food was terrible. Other than breakfast since it was complimentary we don't eat at property until last day for lunch. Poolside server confides she is only staff ( others on vacation and quit but they are hiring!). Try several times to meet with GM and Front Desk Manager never around; leave my cell for them to call me very first day saying can they call me around "11:00 am". First attempt by them is 5:40 pm that day. Finally after confirming on check in that 4:00 pm checkout was fine on the last day they say we have to move to another room. Very poor staff interaction with any guest let alone Platinum. One hot tub that might seat 8-10 people comfortably is unacceptable especially after an extended renovation. I just really kick myself for putting up with all the sub par performance of the staff. Only friendly people were house keeping, spa and pool side bar tenders! No sense of trying to Wow the customer here.
March 8, 2014
Rated 2 out of 5 by gdoise Good, gone bad
My wife and I booked a package at a good value. That is the main reason we chose this hotel. I must give kudos to the reservation staff for upgrading our room category because we were celebrating our 30th anniversary. The beach tower needs refurbishing but worst is the house keeping staff. We started in a premiere view room in the beach tower. Had it at least been clean, it would have been great. Dust everywhere, mildew in the tub, hair on the bed linens and totally dirty. Spoke to. Nika at the front desk who moved us to a renovated room in the ocaen tower with a spectacular view! Nika was wonderful!
Next day our luggage was moved to the ocean tower and our room had ocean views from everywhere except the toilet and shower. Room though was very noisey, vould hear eveything from neighboring rooms. After first night, house keeping did not replace face clothes or soap and did bad job of cleaning. Happened to run into Brian the general manager in the lobby. Brian was super and fixed us up and made us feel better.
Next day, called room service at 11:30am to order a bottle of champagne and a bottle of sparkling cider with vouchers we were given. Oom service said they were busy and it would be a while. At 2:30pm still no delivery and my wife got attitude from them when she called to ask status and was told sometime that day it would get to us. Wife called front desk to complain, we went to eat lunch at Relish Bistro and were met at our table by Vladimir, food and beverage manager. Vladimir was great, picked up tab on our meal and made sure we got our order and also delivered a delicious cake, which said happy anniversary.
Just that with having something go wrong pretty much everyday, I must say, I would not likely return. Thank you Brian, Vladimir and Nika, without people like you taking care of guests, they should close the doors!
March 9, 2014
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 2 out of 5 by Lwyr2002 Disappointed thus far...
Just spent 10 hours flying across country only to find out my reservation hasn't been properly followed thru with and now the charge per day extra to guarantee connecting rooms that I was quoted and agreed to pay just happens to not show up anywhere now...not NEAR the level of customer service one has grown accustomed to with a Starwood property and the Westin name. We will see, maybe this will turn around,,,I will be more than happy to amend this review if it does.
March 15, 2013
Rated 2 out of 5 by BMW719 Tired Gem
This place is in an ideal location-but the facilities are tired and the front desk staff are "resting on their laurels." They do not have to treat you like you are wanted and special because they are so use to people picking this place due to the location that they do not have to work hard for repeat business.
The good news is that they are remodeling. However, that just means that soon they will raise their prices, and still not worry about customer service
July 20, 2013
Rated 4 out of 5 by lisakk had a great time
We just spend 7 nights here and had wonderful time. Only recommendation would be that you need to get a hot tub for families. I would also love it if there was a bar with music in the evenings. Thanks for a wonderful stay!
March 4, 2014
Rated 1 out of 5 by FRANKW VERY NOISY "DELUXE" ROOM
This was our first vacation in 10 years. When making the reservation, I stressed that we wanted a quiet room. We were talked into to the "DELUXE OCEAN VIEW ROOM."
However, that room overlooks an alley where deliveries to a number of restaurants and other business occur every morning, starting at 7:00 a.m., and sometimes earlier.
Back up alarms, loud voices, slamming doors. . . . all were awful.
We tried to move rooms twice . . . but no assistance.
February 19, 2013
Rated 2 out of 5 by Dana Disappointing Stay
I visited the Westin Maui as the first leg in my Hawaiian honeymoon. Upon entering the hotel, I was very impressed with the look of the lobby. Unfortunately, things went downhill from there. The woman who checked us in was quite rude from the start. We had to wait several hours for our room to be ready and I was completely shocked when I opened the door. The room is clearly in need of updates - the carpet was fraying, the furniture was all scratched up, the TV was ill placed, and the bathroom smelled musty. We were promised an ocean view and while we could see the water, a large portion of the view was blocked by the new tower.
The concierge that we met with was unhelpful and decidedly unprofessional in demeanor.
While the shared facilities (pool, beach, gym) were great, I could never really get over the rough shape that the room was in.
January 28, 2013
Rated 1 out of 5 by WirePaladin This can't be a Westin
The previous review is spot on. This hotel does not come close to what should be Westin standards. Small cramped outdated rooms, poorly designed. Loung chairs by pool totally jammed up against one another perfect if you're a sardine. Pool service virtually non-existant. They put used amenity bottles in the room! The manager did not seem to concerned when complained, offered nothing in good will. On the par of a budget hotel. Location was good.
February 7, 2013
Rated 3 out of 5 by Stefen123 Very Disappointing Accomodations!!!
Booked trip with points for 2 rooms from 12/26/12 - 1/2/13. Had requested upgrade months ahead of the actual stay with plenty of upgrade awards in my account.
At checking, was told no upgrade, and no room with any view available.
We were given 2 rooms overlooking the parking lot with tons of noise and construction work going on the entire time.
To add insult to injury, we asked for late check out (4pm) which is very common for platinums at this property. Had to request to speak to Manager and after insisting, we were allowed to keep only 1 of the 2 rooms until 4pm (and had to move all our stuff into 1 room, wasting ton of time instead of enjoying the ocean).
January 3, 2013
Rated 5 out of 5 by SusieCanada Best vacation ever
Just got home from 6 nights @ the Westin Maui and trying to figure out how to get back. The hotel is beautiful !!! We loved going between the ocean and the pool swimming each day.
The lady (she was english) who cleaned our room (1085) was wonderful and did everything she could to make sure that our stay was enjoyable. I am just sorry that I didn't get her name.
The Luau was terrific as well and the master of ceremonies was VERY funny.
Only 2 negatives 1) our room faced Whalers shopping plaza and every morning at 6AM we were awakened to the sound of the trucks going BEEP BEEP BEEP backing up to drop off their deliveries. I could also hear the room upstairs and next to us opening up their sliding doors. I would have thought that sound proofing would be better.
2) For a hotel that costs over $400 a night, you look cheap handing out a 50 cent shell lei. You should be giving women a nice one with flowers. I was really looking forward to this and was very dissapointed.
November 1, 2013
Rated 1 out of 5 by Melb2013 Extreme disappointment
We were extremely disappointed. The old rooms were not clean, falling apart, tiny and extremely expensive given their appalling condition. We were not told of construction noise until our arrival. There was no information readily accessible to advise of such noise on the website. We were not provided with promised follow up by managenent. We moved hotels after 2 days. At new hotel we paid less and received far superior service.
January 15, 2013
Rated 3 out of 5 by rds15 Hotel has staffing problems
Hotel much better than last trip 4 years ago. Disappointed with staffing at front desk at checkout. We left at noon which is check out time and only 2 pp working the desk and line for check in/out was long.Felt the F&B service was just ok, with their pricing I expected more. $30 for breakfast buffet? Wow! Why do you close the "snack bar" at 3:30 each day? Makes no sense. The self park is good however the stalls are too small.
November 21, 2011
Rated 2 out of 5 by KGTraveler Room Cleanliness or lack there-of
It took 4 complaints to 3 different managers to get my room cleaned at my recent stay at the Westin Resort in Maui - very frustrating, especially when spending a significant amount for a 1 week VACATION in Hawaii. I provided my feedback to the Starwoods corporate team and they accommodated my concerns with points back. While it doesn't make up for the frustration, it was great to see them make an effort to correct a mistake.
January 10, 2013
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 JRflorida Dirty and underwhelming. Does not meet Westin standards.
We travel a lot and stay in Westins worldwide. Although conveniently located, this Westin does not live up to the Westin standard. It was old, shabby, dirty and understaffed.
The rooms are small and dark. the pool is nicely landscaped but outdated.
At one point the property Was nice but it needs an overhaul. The spa and gym was an exception. It was very nice.
December 29, 2012
Rated 2 out of 5 by harriman12 Way too overpriced
At almost $600/night, I was extremely disappointed with my room. The "ocean view" looked over the roof of the building overlooking the pool. If you looked sharply to the right you could see a little bit of the ocean. The staff was not very accommodating when I arrived and stated my dissatisfaction. I did stay 5 days and the staff I encountered got better.
January 30, 2013
Rated 1 out of 5 by Stacy25 Construction Really Loud!!
We went 25 years ago for our honeymoon it was really great! We went back for our 25th Wedding Anniversary it was a nightmare!!! The worst trip we have ever had. The staff was rude, management was awful! I really cannot believe The Westin and SPG recognize this property as theirs. Really bad! Do not stay here!!!!
August 23, 2013
Rated 1 out of 5 by Rahul31 Horrible check in, rude and inattentive staff, mistakes in invoice
Starting from check in experience, the board says for elite but anyone standing in that line is ignored.
Rooms remained uncleaned for 3 out of 4 nights we stayed there. Everytime we ordered dinner for two they forgot to bring enough plates and silverware. Food order itself was mistaken. Asked for salt and pepper, both things came in empty.
Worst of all, the invoice of some other room was added to ours, the only helpful staff (Nika/Niko) was helpful in correcting that.
The staff was rude when we asked for late checkout and they started lecturing us about what we should and should not do to avoid such a situation.
June 27, 2013
Rated 2 out of 5 by Joseph Below par
Am Starwood Gold...would never stay at this property again...not as nice as other area properties..and staff wat below average... gruff bartenders... bar closes too early... 10:30 PM last call.. quality of food bad.... only one bar and restaurant open most evenings... Worst Westin experience I've ever had...
January 26, 2013
Rated 2 out of 5 by sooz Buyer Beware
We love the Westin facilities. We were shocked at the demise of the rooms after 4 years. Our initial room was dirty, sink was cracked, clock didn't work and was by the elevator. We would have stayed just for the view we had paid for but it was just too depressing. Room #2 was over Whalers Village, music until late at night, locked out of room and a water tank repair was enough to send me over the edge. Finally room #3 was clean, quiet and a lovely view but not what we had ordered. 4 days into vacation we were unpacking. Many hours spent in line waiting to get keys or new room. Michelle and Matt were exceptional in their care, but made for more exhaustion than was necessary.
May 26, 2013