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Rated 4.1 out of 5 by 288 reviewers.
Rated 4 out of 5 by Not non-smoking! Smoking is permitted on the patios of ALL rooms. I am now in a wonderful room that is next to a person who is a chain smoker, so I am forced inside the room with all doors closed to prevent smelling their nasty habit! This is a VERY bad policy by Starwood, who lie about being smoke-free! The smoke enters my room if I leave the door open and stinks up the whole place! Starwood should BAN ALL smoking--on the patios, in the stairwells, and on the property! They don't, and it is a very negative aspect of my stay. October 23, 2011
Rated 3 out of 5 by Beautiful property, felt like a timeshare Positive: The property itself is high quality; the grounds are immaculate; the setting right on the beach is remarkable - made even more spectacular by the humpback whales breaching just offshore and the island of Lanai on the horizon. Plus, sunsets on Maui are unlike anywhere else on earth. While my overall impression did not meet expectations, I would be willing to give this property another chance - but it will absolutely not be my first choice when returning to Maui next time. I would have preferred it if the choice for "Would You Recommend this Hotel?" had a MAYBE option. Negative: - Disinterest, lack of attention and lack of professionalism among the staff that is not typically characteristic of Westin - This is an ownership property, and while it is possible for non-owners to stay here, there is notable pressure to join the Vacation Club. - I found the poor behavior and attitude of the sales staff of the Vacation Club to be the most irritating part of the entire stay. - Food and beverage was average quality; again, general malaise among the staff. - The fitness center is poorly outfitted and too small for a property of this size. October 27, 2011
Rated 5 out of 5 by Great accommodations, friendly staff The spaciousness of the well appointed 2-bedroom villas was extraordinary. We felt the staff was friendly and attentive and went out of their way to ensure our stay was memorable. August 18, 2014
Rated 3 out of 5 by Rude Bellman We were looking for the restaurant that serves a buffet breakfast. We were staying at the North Unit and was told to go to the other property for the buffet. I saw a nice young man and asked him for directions. He didn't know where it was and was trying to assist when "Dixon" came over and gave him keys (mid sentence I might add) to get a car. Then Dixon turned away and left me standing there. I hope this is his name, I could not see his name tag and I asked another associate for his name. He was extremely RUDE and certainly damaged any feeling of Welcome I might have enjoyed. I work for Starwood and know this is not the way it is supposed to be. August 4, 2014
Rated 3 out of 5 by Disappointed! Our family recently stayed at the Westin Kaanapali Ocean Resort for our summer vacation. We intentionally booked an "Ocean View" villa to insure that we were placed in Towers 1-3 on the South side. We wanted our daughters to experience Maui with all it's beauty, which starts with viewing the ocean each morning. That said, the extra charges were paid to insure this request was met. Sadly, the hotel was over booked and we were downgraded to a garden view room in the back of Tower 7. This room faced the construction site next door with the street noise of the highway. I was horrified but there was nothing the hotel could do for us until day 3 of our stay. To bout, we prepaid for the breakfast buffet each morning of our stay and somehow the hotel staff couldn't locate our vouchers. This was a battle we dealt with our entire stay. Not being resolved until our departure day. Each morning we had to hunt down clean bath towels because house cleaning missed our villa but once. Urgh! We still haven't received an apology about our room downgrade, much less a refund for the money we paid. Mind you, we come to Maui each year for vacation and have NEVER been treated so poorly. We would NEVER recommend this hotel to anyone!!! August 27, 2012
Rated 5 out of 5 by Excellent Hotel But Beware The Birds The Westin Kaanapali Ocean Villas is an outstanding resort hotel that I would happily stay at again, and recommend to others as well. There is a problem with birds flying around the food areas looking for handouts and landing/defecating on plates and tables which needs to be addressed. The hotel has one cat on the premises but the job is too big for him, and I recommend that management creates and implements a multi-faceted solution to the problem, one of which is to get a lot more cats. Otherwise, this is a terrific vacation spot. August 4, 2014
Rated 1 out of 5 by AVOID- they don't care! AVOID AT ALL COSTS! WE OWN 2 WEEKS IN A 2 BEDROOM AT THIS RESORT - OCEAN VIEW TOO. WE BOOK OUR RESERVATIONS 8-12 MONTHS IN ADVANCE. EVERY SINGLE YEAR WE GET SCREWED AND PLACED IN AN AWFUL ROOM. THERE IS ALWAYS A NEW EXCUSE FOR WHY WE ARE NOT GETTING OUR OCEAN VIEW ROOM. I AM HERE NOW FOR MY 40TH BIRTHDAY CELEBRATION AND THIS PLACE HAS RUINED IT! On top of always getting a horrible room, they now allow smoking! I have owned here for 7 years and there has never been smoking allowed. Apparently smoking was voted in a couple years ago- we were never informed or given the chance to vote against it. Now we have to endure the smell of cigarettes our entire vacation. The spa was awful. Paid $105 for a gel manicure and the girl left me with 3 bleeding fingers! Both fitness centers are small and packed until 2 pm in the afternoon- great time to work out while on vacation right? Housekeeping service is very friendly. The front desk is by far the worst out of every SPG property we have ever stayed at. They just don't care at all about anything. It's almost like they think we have to stay here and don't have any choices to stay somewhere else! I'm dumping this property as soon as we get home! The only positive thing about this place is the snorkeling in front of the property - it's the best on the island! Thankfully it's a public beach so you don't have to stay here to use the beach. Goodbye Westin Ka'anapali - never again will I stay here. July 19, 2013
Rated 1 out of 5 by Nice hotel but service was lacking During our stay; * The first room we were given, the room key didn't work * Once we got a key that worked the room wasn't cleaned * Front desk stay was unhelpful in finding another room * As soon as we got to our new room the toilet clogged * Waited an hour for maintenance to turn up * Maintenance left a mess * Waited another hour for housekeeping to turn up to clean the mess * In all the toilet clogged four more times while we were there This is a nice property, in a great location but the service does not meet our expectations of the brand. We were hoping for a nice relaxing vacation but ended up spending far too much our our time dealing with "issues". July 17, 2013
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