Rated 3 out of 5 by Justin312 Beautiful Property, Some Items Could be Better
I just returned from a 7 night stay at this property, and what an amazing resort! The grounds are maintained so meticulously! I was upgraded to a one bedroom ocean view villa and it was spectacular. Having a washer, drier, and full kitchen really is great on a vacation for as long as mine. They offer on-site activities that can be charged directly to your room for convenience. I personally did the stand up paddle board and the Snuba Diving. Our trainers Akika and Donna were very helpful and extremely patient which made the activities that much more enjoyable. The pool area is wonderful, and the happy hour is great.
The items listed below are what negatively affected my review of this property. As a Platinum SPG member, I have stayed at a lot of Starwood properties, so I have an expectation as to what to expect. At this property, although I was upgraded to a nicer room, after my fifth night, they required me to move my room as I was bumped by a vacation ownership patron arriving to the property. I completely felt like a second rate guest of the hotel. Although typically moving rooms is not a big deal, when you have seven days of luggage and groceries to move, it is a big process to do so. Initially, they even told me that I had to check out by 10AM and could not move to my new room until 4PM. This was going to completely hinder my activities for the day. After enough complaining, our concierge Caroline was able to find me a room that would be ready upon my checkout of the first room, which made the situation better. I feel that with proper planning by those doing the room assignments, the whole ordeal could have been avoided. I personally called 4 times prior to my arrival to have the resort tie the two reservations together, which clearly failed to happen.
My next disappointing incident was on my last day when I wanted to use my 4PM late checkout that I receive as a benefit of being a platinum SPG member. The resort was quick to tell me that since it is a vacation ownership property, they do not honor all the policies of the SPG program. I was mistakenly under the impression that all hotels that bear the name of one of the Starwood properties were governed under the same expectations.
I nearly had to beg for my breakfast vouchers as once again, I was told that it was a vacation ownership property and was different. The Italian restaurant on site was the most disappointing meal that I had during my entire stay in Hawaii. The waitress did make all the provisions she could, but really I expected better from the prices that they charge at the establishment. All in all, great resort, it just really needs to work on some of the customer service components as it really taints the overall stay. This hotel has the ability to be rated far higher than just average. Until the customer service aspects change, I will not stay at this property again, nor would I recommend it.
May 4, 2012
Rated 4 out of 5 by holidayguy good and bad
the rooms are nice as well as comfortable.However,the term ocean view room was a misnomer as the first room had a view of the pool and just a sliver of ocean. We requested a change and it overlooked a field with trees blocking a view of the ocean.In addition there was fairly loud traffic noises that could be heard from the balcony. I think the fact that it was partially condo/rooms and privately owned resulted in the best view rooms being given to the owners and not to the guests. If a view is important to you,this may not be the best choice. The pool area is nice and the staff is very nice.We had a message and my wife was still hurting 3 days later. The masseuse was a male and it would probably be prudent to ask him to go easier if you have him.Also they include a 20% tip so the hour massage ended up being $156/person-pretty steep! Many of the corridors were just bare walls and the ambiance of those areas could be improved. If you were in the north resort,it was a bit of a hike to get to the breakfast buffet which was in the south resort-we never went to it. Resort prices (drinks,etc) were quite high as in many places on maui. Beaches are nice but they don't leave chairs out on the beach after about 415 pm so if you want to sit on a chair on the beach and watch the sunset,bring your own. DO NOT order DA KINE pizza-we found a kitchen magnet that advertised delivery and we were sorry we did!The WORST PIZZA that was overpriced.
In short,this may not be the place for you if hotel like amenities and view are your priority
December 21, 2013
Rated 3 out of 5 by stsaf Nice, but....
My wife and I recently stayed in the villas for about a week. We go to Maui about once a year, but this was our first time at this Westin. The room was large and comfortable and the staff friendly and knowledgeable. Parking was readily available and reasonably priced compared with other resorts. I was a little disappointed that our bed was not one of Westin's infamous "heavenly beds." I thought that was what the Westin was known for. The bed we had was comfortable, but nothing special. Also, our one day of maid service to change sheets and towels did not show up until the next day after several phone calls. I learned that management there uses a reactive style rather than proactive. (They do respond however; but most people would rather not have to chase down towels and sheets). Shampoo and soap amenities were minimal, so my wife and I had to shop for shampoo and soap---not fun. I suppose next time we'll pack this stuff, but we try to keep our baggage weight down due to costs charged by the airlines these days. We went to breakfast at the villas' restaurant and were hit with sticker shock. $18 for a plain omelet is a bit much. And the buffet is no where near worth the cost of $24 that my wife paid. Eat elsewhere if you go. Check-out was a breeze, but when I got home and checked my credit card account on-line I noticed 3 separate authorizations for $50 each. I was not made aware of these, nor were these charges authorized or valid. Although the Westin is removing them, trying to deal with this issue via email (I like to do my business in writing rather than telephone) has been a nightmare. They are not responsive and when they do respond you just get the runaround. "One and done" is not their mantra---at least not by email. I would go back if the price was right, but not at their current rates. There are better values in Kaanapali.
November 29, 2012
Rated 3 out of 5 by IMS22 Time share facility that succeeds due to its location
I recently returned to Maui with my family for a week of vacation. we decided to book a stay at the Westin Ocean "villas" rather than the standard westin or Sheraton. we had stayed at the other spg properties previously and found the rooms to be old.
Being a platinum member, I prefer to stay at SPG properties when possible. The rooms are well appointed, but not villas....they feel like 1 bedroom hotel rooms or a small apartment. Our ocean view room (building 7) was on the side if the property and faced a empty lot. It was an ocean view if you looked to the left out of our balcony, should really be called partial ocean view and probably shouldn't be worth the upcharge.
Being a time share property, the hotel just isn't used to providing timely and daily service. We had repeated issues with our door key, and walking to the front desk was a 10 minute walk. No apologies from the front desk. Our room didn't have a functioning tv in the bedroom and we had to call and have it replaced, that happened approximately 4 hours later.
Many of the rooms at the time share are not cleaned daily, thus our room was cleaned at random times each day, often times not until 5pm.
With regard to food options, the resort is very limited with really only 2 places to eat in the north villas. Most people end up buying groceries and eating and preparing food in the rooms.
with regards to location, the beach and pools are wonderful and the stay is helpful. Definitely rent a car because you can not walk anywhere from the property.
sPG recognition? None. I'm platinum and was made to check out at 10am. No breakfast options available except for take out from a grocery store. No upgrades possible.
Overall Maui is great and our vacation was nice. I almost want to say this was despite the resort. There was an upcharge for everything. Since we travelled with 2 small kids, the villa served us well, but I would not choose this resort again next time.
In maui this is 2 strikes and out for SPG for me. After paying over $500 dollars a night, I think I'll be considering the Ritz next time since my platinum status is not useful at the SPG properties in Maui.
May 25, 2014
Rated 5 out of 5 by Marest Always improving.
Having visited Maui since 2004, all the way from England, I thought it was time I left a review of this resort. My husband and I bought a lock off in 2004 and first used it, with trepidation, in 2006. We had such a great time we bought a lock off in KOR north. We found the staff to be, then, really cheerful, welcoming, interested and helpful. We visit every alternate year for three weeks and sometimes have family stay with us.
When it comes to the Saturday room change day we have all our gear ready, hand it over to the staff and they, efficiently do the rest. We leave the resort for the day to explore. We learnt very early on the Saturday can be chaos. Tis should now change as it is now possible to check in any day. This will be much better for staff and visitors and will reduce that first day stress....we hope.
We have always found the villas to be well looked after and have witnessed carpets in hallways being washed and walls being painted. When the passage of footfall shows a need for a new pathway one is put in place. When a new shade to sunbathe under is required I have witnessed one being installed.
When we first visited the sun loungers/beds had mattresses on and the loungers were wooden. The current ones are metal and really do need mattresses as the arms are too high up without them and a bit of padding is needed if you intend to use them all day......we get the inflatable, floating air beds and this helps.
We much prefers the KOR south, it was what induced us to buy. It is spacious and we never feel intruded upon by other people. We have, however, noticed an increase in the amount of sun loungers. It is beginning to look a little too much but we like the introduction of the rocking chairs. They are fun.
When we first started visiting there used to be a visit, once a week, by a children's dance school. It was fabulous. We we em attended the luau held by KOR. There used to be owner specific events but there doesn't seem to be the same concern. We feel the staff seem more distant and stressed now. Many are still friendly but there are more now who seem much less happy than the staff at the outset. We also loved the fact, early on, that the staff remained and remembered us. They all seem to have moved on. Is this indicative of low staff morale.
The pool staff at both the north and south are extremely helpful, especially Sean and the manager at the north side. The porters/valet staff are really interested and very keen to help. The gardeners and cleaners are so very, very industrious and we feel encouraged by the presence, every now and then. The concierge staff are, generally, cheery. The restaurant staff are very helpful and keen although the manager at the Pulehu needs to remember the customer is always right and to tone his attitude. One of the ladies who checks in at the Ocean bar (Jessica) needs a bit more customer and language guidance and the other needs a little more cheeriness.
Housekeeping are brilliant. Report an issue and it is fixed in the next breath. We report issues to them as, being owners, we like to ensure all is as it should be.
One thing we,as owners, were surprised about...although the recession probably explains it, the bag given to owners was less than perfect so, unlike previous visits, we didn't take it out much. It failed to live up to the past versions.
We also wondered when the 'sales area' was, finally, going to be changed into the promised restaurant. A truly Polynesian restaurant would be good with, maybe, live music and dance. We are mystified by the Italian restaurant, after all, we are not in Europe...we've escaped from it. The Ocean pool bar was only meant to be that and it gets reduced on the occasions, as of late, when the outer seating is in the rain.
April 22, 2014
Rated 4 out of 5 by Trish1202 Excellent beach
We visited several beaches on the island, but this one is by far the best. Great snorkeling, great sand and plenty of shady spots to lay out.
October 20, 2014
Rated 3 out of 5 by ChuckDallas The resort has some issues
Check in was fine except that the agent assigned a room that didn't exist. It took us and our luggage an hour to finally determine the error and fix.
At check out (at 3:30 pm) there was but 1 lonely agent at the desk. It took 30 minutes to hand the room cards and towel cards to the agent.
The once a week "tidy" house cleaning service arrived at 8:00 am. Which was not convenient. To reschedule one had to call housekeeping.
Trying to reach "service express" on the telephone was frustrating. Generally the line would ring FOREVER without being answered.
March 14, 2014
Rated 5 out of 5 by Nichole808 Our experience.. amazing.
From the moment we got out of our car at valet, our experience couldn't have been better. Every single staff member we encountered on our stay was remarkable and this is what makes all the difference! The gentleman who checked us in (wish I got his name), found us the perfect room available for myself and three kids (my daughters 7th birthday). His sense of humor is exactly what immediately relaxed all of us and set the tone for the rest of our stay. That night we went to eat at the Ocean Pool Bar & Grill and the manager there (Ryan S.) came by to make sure everything was good. Well the food was delicious and our server was awesome too! But to top off our whole night, Ryan brought out a brownie sunday for my daughter to celebrate her birthday! Oh my gosh, how touched she was and she felt so special. Thank you again so much for this Ryan! After dinner and the next day it was all about the pools. The slide was a huge hit. (They must have gone down it 50 times!) Our room was absolutely beautiful and extremely comfortable. I have to say it is very rare these days to see every single employee have a welcoming and warm smile on their face and who would have gladly gone above and beyond for any request we would have had. Even the valet guy at the end of our stay, Jason H, was great and so helpful. Thank you, thank you, thank you! It was a beautiful birthday celebration my daughter will forever remember and we cannot wait to stay here again soon and recommend this place to our friends on and off the island.
October 19, 2014
Rated 5 out of 5 by Zolten5 5TH Birthday
Living on Maui it is always nice to dress up and play "visitor" for a day.
We were able to book a villa, during PEAK season, using our SPG points. The upgrade to ocean front was above and beyond any expectations. A few of my son's friends were able to come join the fun at the pirate pool and the amazing Fish Pipe.
The parents enjoyed my famous grilled fish tacos under a cabana near by.
Reviewing the pictures I will bet that my boys favorite part was enjoying an XL bubble bath with hid two year old sister.
Many Mahalos for everything!
July 15, 2013
Rated 1 out of 5 by Marbleguy Let Down
To use the word villa is stretching the imagination a little. Time share condos is more like it, service is all a la carte so if you go away for a vacation get ready to spend extra to get the rooms cleaned towels changed etc. Views tend to be more of the highway or parking lot and staff seem uninterested in helping apart from our concierge Caroline, she was very nice. Restaurants leave a lot to be desired and happy hour pool drinks taste very watered down. I'm a SPG Gold and very loyal to the brand but this was a big let down.
February 17, 2014
Rated 5 out of 5 by HappyTravelingFamily Excellent family resort for fun and relaxation
We have stayed at the Westin Ocean Villas 3 times now, twice with a promotion and once redeeming some starwood points--we love the property. Our kids look forward to the Pirate ship splash pool and waterslides and my husband and I appreciate the in-room kitchens, laundry and of course, impressive hotel grounds. The location in Ka'anapali is away from the busy Whalers Village, but just a 5 minute shuttle ride if you wish to eat or shop in Whalers or the more developed part of Ka'anapali. Great hotel, we will definitely go back.
January 13, 2014
Rated 3 out of 5 by lmd123 Stay was just OK
We had a most enjoyable time and the Westin Villas was nice. We did have some problems getting our room cleaned, i.e., every day we had to schedule a cleaning time and even with a scheduled time, the cleaners were either very, very late or came ungodly early...the tv was very hard to use and the instructions were unclear. We wanted to rent DVD's, but for the entire time we were there the DVD rental was "Out of Order." All in all, our stay was OK but I'm thinking the North section might have been much better, perhaps.
December 31, 2013
Rated 4 out of 5 by Puttputting Room Location Not The Best for price paid
While the interior of the room was very nice the location of the room was not as it was located directly across from a smoking are
Our partial ocean view left a lot to be desired as we had to try and step out on the French Balcony (12 inches wide) and lean way over to see some water through the plantings.
September 22, 2014
Rated 3 out of 5 by CLouis Too many misses
Beautiful piece of property.
Good snorkeling off beach
Good food quality
Laid back atmosphere
Many outdoor gas grills
Very limited shade around pool
Extremely uncomfortable lounge chairs
4 by 4 foot opening between bathroom and living space results in limited privacy
Table in studio too small to eat at
South Villa Studio's have no balconies
Location is North of Black Rock and somewhat remote making it very difficult to walk to restaurants and shopping
Ten dollar cocktails
July 31, 2013
Rated 5 out of 5 by Marstan Comfort and style
We loved it. We had everything we needed for a fabulous week.
December 2, 2014
Rated 4 out of 5 by LWright44 Needs a little improvement in customer service
Of course, this property is excellent. This is the third time we have stayed here during the past two years. I have two negative responses from our most recent stay the week of 09/19/14....(1.) the front reception desk was understaffed. It took 30 minutes to get checked in and the other two times I visited the desk the wait times were at least 15 minutes each. (2.) The young men working the beach umbrellas and chairs had the attitude that they would have preferred to be somewhere else. Out of the 6 days we rented an umbrella and chairs, 3 of those were bad experiences with poor attitudes and customer service. All I have to say is that some young man missed out on a $10 tip three days in a row. I did report him and he did come to where we were sitting on the beach and apologize, which I commend him for, but it was a little too late. This happened on our last day on the beach. He offered a free rental for the next day but we were flying home. It would have been nice to have had that day's charges removed from the bill.
September 22, 2014
Rated 4 out of 5 by Yellowplumeria Nice location, busy place!
The location and facilities are very nice. The property gets VERY busy with limited space out at the pools. It is great for families but not necessarily for those wanting to get away for peace and quiet.
The Studio rooms are a little cramped and the kitchenette is very small and not really that functional for those who plan to cook in. Overall, the property was just a little too crowed and busy for my style but it is definitely more low key than the south end of the Kaanapali group of hotels.
June 17, 2014
Rated 5 out of 5 by Pam68 A great resort for families
We look forward to our 5 weeks at the resort every year . The resort is well managed, The staff are friendly and knowledgeable. The grounds, pools and beach area are impeccable. You know when you arrive that the rooms are clean and well furnished. All items needed are in the kitchens. They have a shuttle that runs into Lahaina for guests. Bar B Q areas, 3 wonderful restaurants.
Exercise rooms, Spa. We love to Snorkel and it is the best reef for fish, turtles and whale watching along Kaanapali Beach
March 10, 2013
Rated 5 out of 5 by Maui13 1st vist to Westin and Maui
Checked in with Jade, she was fantastic. Knowledgeable and friendly. Offered her assistance in any way possible.
Cabana Staff was fantastic always helpful. Brandon was quick to assit me when I was inquiring information about a sting I had from snorkeling. Everything you needed to visit the beach was right there. Rates to rent these items were resonable.
Service and food was fantastic at Pulehu.
Spa Staff was wonderful and helpful.
Ocean pool and grill and Pailolo was ok, not my favorite.
January 17, 2014
Rated 5 out of 5 by MauiBob Westin delivers!
We are nearing the end of a three week stay at our home resort here on Maui. Being owners when I booked I enclosed a note that my wife and I would be celebrating 25 years. We had friends visit during our second week and moved to a 2br lock off . Big shutout to Joyarama at the front desk for working hard and moving our location. Our friends have never been to the islands and loved Maui and the Westin. Brandon and the staff at the pool center were terrific. Can not wait to return...Maui Bob
January 23, 2014
Rated 5 out of 5 by MikeShar Great Place to stay
Enjoyed our experience with your hotel. First time staying at Westin Resort and was everything we except. Great place to spend our 40th anniversary.
September 22, 2014
Rated 5 out of 5 by BBfan Great location and beaches.
Shuttle service to other SPG properties and local restaurants was a great amenity to have, to experience the local culture of the island. Beach and pools were awesome, plenty of cabanas, chairs and space to relax but yet also have family fun. Plenty of great snorkeling to be had, plenty of beautiful coral, fish and sea turtles.Food and service at all restaurants was great. Staff was all very helpful and very polite. We will definitely be making a return trip.Can't wait!!!!
May 13, 2014
Rated 5 out of 5 by mkseth Fantastic..
The Westin Kaanapali Villas gave us a true Westin experience in an incredible location. Stayed in a 1 bedroom deluxe villa in North Villas, Daily HouseKeeping, Ease of Parking, Ocean View 1 bedroom Villa, Excellent food at Pulehu Italian Restaurant, Fresh Towels everyday from Towel Hut, Chidren's Pirate Ship Pool was a heaven for my kids aged (2 & 5), Kieki Camps for my elder one (attended 2 sessions - 1 night and 1 day camp). Spa Helani sessions for myself and wife. Bought groceries at KMART & Costco & Westin Villas provides you with all the kitchen amenities to have a comfortable meal. Lots of Barbeque spots available.. very family oriented.. friendly concierge desk Team (Joseph, Pam).. check-in Desk Team (hannah) who did their best & got us in early at 3.00 PM before their normal check-in hours at 4.00 PM.
June 8, 2012
Rated 4 out of 5 by CAMARC Very Nice!
The room was nice (studio size) and well maintained. Although the first room they gave me smelled like cigarette smoke, I requested a different room and was provided one without any problem. Front counter staff stated that although all units on the property are non-smoking, guests are allowed to smoke on the balconies which might explain why the room itself smelled like smoke. I encountered no other issues during my stay. The property was very well maintained with lots of landscaping and clearn/large pools. The propery is located right on the beach which was nice. Although the property was large (1,000+ units) we did not have any problems getting chairs by the pools nor did we experience any delays in getting seated at the onsite restaurants. Food served at the poolside restaurants was very good though somewhat pricey.
September 25, 2013
Rated 3 out of 5 by Remarkable6440 Good resort hotel in Kaanapali
The Westin Villas is a great place to stay with family. Nice amenities , pool area and rooms are up to date with everything you need. We have stayed two years in a row now and love the area.Our only complaint really is just how the heck you can book an ocean view in the INNER courtyard?? We requested that twice now and both times have been put on a low floor on outside facing wing. At the neighbouring hotel to the north you know which room you are getting ( actual room number) We really appreciated that when we stayed in 2011 and 2012. We stay for two weeks and there were no opportunities to move rooms. One would think a 2 week booking might get some attention. I would happily return to the Westin if I can get some assurance of our requested room type. Especially when we book 7 months in advance. Otherwise great spot! LOVE Maui!!
March 23, 2014
Rated 5 out of 5 by Bobby1531 Fitness facilities need improvement
Beautiful villas and grounds on a great beach; very clean and well tended to EXCEPT for the fitness centers. There was no one monitoring either of the two fitness facilities and kids were often found running around unsupervised. The equipment was old, dirty and not well maintained and had limited or broken TV's. VERY disappointing as I need to workout daily due to a physical condition and we were told that The Westins are known for their fitness facilities.
July 15, 2013
Rated 5 out of 5 by Betty27 Great experience
My husband and I stayed at the Westin Villas North for our 40th wedding anniversary. We had an excellent experience. The food in Pulehu was excellent; the open air environment of the restaurant is pleasant and Benji our waiter was very attentive and an excellent server. He made great recommmendations from the menu. The room was upscale and the ocean view was beautiful. The beach is closeby and snorkeling was fun. Security is visible but not intrusive.
June 25, 2013
Rated 3 out of 5 by psrob Hotel lacks "wow" factor.
We were in a studio which was small by time share standards. It''s not that there was anything wrong with the Westin; it's just that the property had the feel of a corporate hotel that could be anywhere. I wanted something that said Hawaii - lush tropical landscape with lots of flowers; a tiki bar with Hawaiian carvings- something. I'll go back to Muai but I want more sizzle in my next hotel.
July 10, 2014
Rated 5 out of 5 by Amy0902 Great Stay!
The property is always well maintained and staff is very friendly. I dined in the Pulehu Restaurant and service was great and the food was even better.
Thank you for a great stay!
September 3, 2014
Rated 5 out of 5 by MommaZ Wonderful experience
I read the reviews before I went on this trip and I must say that my expectations were exceeded. The room was beautiful. We asked for an ocean view room and we had a beautiful view of the ocean and the sunsets each night. We stayed in building 8 in the north tower on the second floor. It offered so much privacy. The villa is very clean and comfortable. The staff was friendly. We did rent snorkle equipment outside of the villa because of the reviews I read about the expense. This place is so kid friendly (even though we did not have any kids with us it was evident this place had much to offer kids). We ate at the breakfast buffet and was pleased. Nothing exceptional offered but the food was good. We also used the sports bar often and the staff was friendly. I would definitely recommend this place to anyone. The beach was beautiful with a beautiful view of the sunsets.
June 25, 2013