Rated 1 out of 5 by HLF251 Very Poor Customer Service ( Receptionist)
My Son had injury in main hall, and when we ask for Band-aid to Receptionist, She told me to go to Retail Store located in Hotel and buy the Band Aid.
That shows how poor the staff are trained in the hotel for this kind of incidents.
December 9, 2014
Rated 2 out of 5 by Kim1213 Terrible honeymoon experience
My wife and I stayed at the Westin Maui for our honeymoon, which we arrived full of optimism based on our experience in Oahu with another SPG hotel. Upon arrival, the receptionist was very courteous and told us that no room upgrades (included as part of our honeymoon package) were available due to the holiday season, which was understandable given that it was late December.
When we arrived in our room, which was a room overlooking a concrete rooftop view in the Ocean Tower, I noticed that we had no shampoo and conditioner, so once again, we overlooked that and just called the front desk about it. The staff brought up the toiletries within 15 minutes, so that earns a star. The bed had a divot my wife's side, which was very uncomfortable, but she and I just cuddled on my side of the bed.
This is when our experience went downhill.
The second night when we returned from our day activity around 8 PM, the parking lot was completely full, but not in the sense that all the spots were taken. No, a handful of spots were "not parkable" because some of the guests decided to take up two spots. We took a picture of one of the cars, but the valet attendants said they couldn't do anything about it. They did generously offer to valet our car for no charge, so that gets another star. We came back to our room to take a shower, only to find we had no conditioner, only two towels, and no floor towel for the shower. The lack of the floor towel wasn't a big deal until we got out of the shower to find the floor drenched in water, which I gave the hotel the benefit of the doubt and blamed it on myself for potentially making such a mess. I had to use my body towel to soak up the mess after I used it. However, I soon discovered why the floor was drenched shortly the next morning.
I woke up the third morning of our stay to use the restroom, only to be drenched in what I sincerely hope was not water from the above room's toilet. My wife recorded the dripping on her phone to document the situation just in case management tried to deny the incident. One of the staff did come up to fix the leak promptly.
I called the front desk and asked to speak with one of the customer hotel managers, which the receptionist obliged. I reiterated my unsatisfactory evaluation of our stay thus far, giving the hotel a chance to rectify the issues and improve the rest of our stay. The manager said she would need to get back to me, so I gave her my personal mobile, as my wife and I needed to head out for another one of our honeymoon excursions.
I am currently writing this review at 10 PM HST, and no calls have been made on my mobile nor any messages were left on our room phone.
I went down to the front desk to ask them for a feedback card, only to be told that I will need to file my feedback online - so here I am documenting my experience at the Westin Maui on my honeymoon.
We will not be returning to the Westin Maui the next time we do visit again.
December 23, 2014
Rated 1 out of 5 by LN1234 Not Up to Westin Standards
As a platinum member, I have stayed at many Starwood properties and this was by far the worst. While the facilities were average, the service was horrible. The staff had absolutely no accountability or concern for the guests. Examples include: While valeting my car, I dropped a bottle of water. Instead of offering help, the valet encouraged me to climb under the car to get it. He did not offer to help, or even move the car to make it easier. Also, I rented the cabanas and was told it was from 8 - 5. At 4:15pm, I was told by the cabana attendant to leave because she was short staffed and her shift was over at 4:30. I was not allowed to stay until 5pm. These are just two examples of many that occured during my 4 day stay at the hotel. I will definitely not return.
August 22, 2012
Rated 4 out of 5 by CK14 Nice Hotel - But no SPG recognition
Overall the hotel stay was nice. The beach and pools were excellent. Breakfast and drinks were also really good and a highlight of our stay. We didn't spend much time in the room because we were unimpressed with it (noisy refrigerator and ground floor). Between it being our honeymoon, my platinum status, and my 100th Westin stay as they notified me checking in- I thought we would get upgraded or something special other than 1 free breakfast a day which is their standard amenity- Nope. If you were expecting special treatment for your status- be prepared to be disappointed.
October 23, 2014
Rated 5 out of 5 by Sharrie Above and beyond our expectations
The logistics of dealing with a 12 hour gap between hotel check out time and a red eye flight home made us consider paying for an addtional night's stay- even though we'd leave by 7 PM to get to the airport. The Westin Maui Resort has made leaving Hawaii a much less difficult process by providing us with a hospitality room where guests that have checked out earlier in the day can shower and change into travel clothing after spending a pleasant afternoon at the pool. The staff was totally committed to making our stay a wonderful experience and having these extra amenities was so thoughtful and greatly appreciated! Mahalo Westin- we'll be back!!!
May 22, 2013
Rated 2 out of 5 by SPG421 Disappointing
Rooms were nice and well cared for. Got a nice welcome gift of champagne as this was my honeymoon, which was a nice touch. Hotel facilities (e.g., gym, pool) were uncomfortably crowded - often insufficient pool / beach chairs. Additionally, the parking lot was full every day and we were forced to valet our car (though at not additional cost). Spa was fantastic but pricey.
Concierge only had suggestions for Westin-affiliated activities. Brunch was outstanding; the rest of the hotel food was mediocre. Service from wait staff was poor (e.g., poolside, restaurant servers) but the bartenders were great. Robert (Cabana attendant) was superb and attentive.
July 1, 2012
Rated 3 out of 5 by Steph31 "resort" Amenities and front desk staff
Upon check in the gentleman who checked me in was fantastic very helpful and informative! He told me upon inquiry that if I desired a late check out that I just need to call the morning of check out and inform them, since I was interested in taking a tour that departed very early the morning of check out and wasn't 100% on the arrival time. When I called the morning of check out the lady who answered the phone was incredibly callous and condescending like as if I should have known better even though I informed her I was advised otherwise.
The day of check in I also had a Spa appointment my flight was delayed and when I had called to inform the spa they were incredibly helpful and understanding. I even skipped checkout upon arrival to ensure I wouldn't be late for my reservation dragging my luggage through the grounds up to the spa as I couldn't locate a bellhop. The staff who greeted me for the most part was amazing; however when I explained my situation again the lady at the front desk said well we can put your luggage in that closet behind you but were not responsible for it at all. Then she asked if I had anything valuable in my luggage it made me a bit uncomfortable I feel like that could have been handled a little bit better. The spa was completely perfect as was every staffer and esthetician!
When I was finished and checked into my room getting settled in I noticed some none of the resort perks were in the room i.e. the Westin bag. When I called the front desk to inquire I was informed I needed to retrieve it from the concierge desk. I then waited in line for 45 minutes at the concierge desk to get the bag, personally if you’re going to charge a resort fee for things like this they should already be in the room at check in especially if there is only one concierge member at the desk that's just an inconvenience and poor customer service. Also shuttle service to and from the hotel would be fantastic!
Otherwise the entire experience was keeping with the typical standards one would expect from the Westin brand, keep up the great work!
November 14, 2014
Rated 1 out of 5 by Rahman Management's don't care attitude
Resort fee of $25, but there was no internet connection for first 3 days (stayed for 5 nights). Called the service desk at day1, they connected me to some off shore service desk where they never responded, these continued to happen for first 2 days, in the third day, I asked the front desk to send some one i n person. They sent someone, but couldn't fix. Again connected me to the off shore help desk and that guy left. So we needed to debug almost for an hour to figure out the solution. I had to spend several hours from my precious vacation time. Remember I paid ~$450 for my room!!! Definitely it's not worth it.
Parking space for that location is very narrow. You may scratch some other vehicles or the same thing can happen to you. The parking is always full too. Looks like they have less parking spots.
So why charging resort fee??
Contacted management via email. They responded to me via email and apologized. Unfortunately only apology doesn't work. I spent more than $4000 in their location, so they should compensate with crediting back the resort fee as well as SPG points.
I am still waiting for their answer.
June 22, 2012