Rated 3 out of 5 by Cindy14 Love the Westin
We normally would rate our stay high. We have been to this resort several times. This visit we found the rooms in poor condition. Tub did not drain, they came and fixed it. The room smelled of possible sewer problems. Towels looked old and dingy. Lania was so sticky and dirty on the floor, we could not go out without our shoes. Carpet smelled like mildew. Tub needed a good cleaning. Buffet seemed as though quality had been cut back on. Tried of complaining we just sucked it up and paid the high price. Remodeling noise was not the vacation I needed. Will be looking for a new resort.
16. März 2013
Rated 3 out of 5 by Aloha12 Small bathroom
The price for a room to have a bathroom like that is not worth the money
14. März 2013
Rated 3 out of 5 by sslucas10 I was a little disappointed in my stay this time
We were disappointed by the state of the rooms this time - the first room was VERY shabby, the duvet was stained and the room had a funky smell. The second room we stayed in seemed a little fresher, but was still tired. . I am happy to hear that you are doing renovations. Until they are complete- I cannot imagine recommending this hotel to any of my friends.
11. März 2013
Rated 3 out of 5 by MH1054 Great Location with OK service
I have stayed at this hotel on and off for 15 years and the service has slowly declined. Every time I went to the front desk the wait was at least 10 minutes and for check-in it was 45 minutes. The food is mediocre. This is a grat p[roperty in a fabulous location and it feels like the management is counting on that and not trying very hard.
9. März 2013
Rated 3 out of 5 by Yennifer False representation of check in
I was told I would be able to check in at 3pm and that they would call me as soon as the room was ready. 6pm rolled around and I was never contacted. I went to the front desk and it had not even been cleaned yet! Very misleading and not world class service for the price. The room was clean but the very late check in was unacceptable unless otherwise represented. I would recommend for cleanliness but not communication .
9. März 2013
Rated 3 out of 5 by Kim2013 Beautiful, well-maintained hotel ---just don't expect any SPG perks
The hotel is in a wonderful location. Rooms are very clean. Grounds are groomed and gorgeous. Whales are visible from the hotel. We were here on a last hurrah---we are expecting twins in the summer---and it was a beautiful getaway. This is a great hotel if you don't want any Starwood Gold perks. If you so much as think of asking for a 4:00 p.m late check out (Gold Status) the front desk will become snarky and rude. They will then tell you they have no information available and to call back the morning of check out. They will then deny your request for a late check out. I have always been treated very well by Starwood especially when I was gold status so this really surprised me. (The attitude of staff.) The resort is protected by the SPG rules which state late 4:00 pm check out is based on availability. Theoretically, Starwood could offer anything based on availability to its members and then tell members it isn't available. This is not a perk. Of course I said I'd switch to any room in the hotel to secure 4:00 pm check out. Not an option here.
Of course there were tons of staff trying to sell Westin time shares and vacation rentals. Of course Starwood is a business but it felt like a business while I was on vacation. Plenty of staff to sell vacation rentals but no staff for individualized attention.
All in all we had a wonderful time but not because of staff. And not because of our SPG loyalty program.
3. März 2013
Rated 3 out of 5 by Mari Lots of missed opportunities
The property did not utilize its space well.
3. März 2013
Rated 3 out of 5 by Sunkissed Needs updating
Great location and pool. Rooms need plumbing work. Kind staff.
24. Februar 2013
Rated 3 out of 5 by MLG1 Front desk staff needs to be more helpful
TV did not work and serviceman had to come to room at least twice. Took TV more than 40 mins to actually show picture on screen. Tried to get 10% discount for room service which was not originally taken at time of order but for which I was entitled to b/c of Gold card SPG and front desk staff questioned whether I told room service. Eventually gave it to me but took work. Poor customer service for an $8 discount.
19. Februar 2013
Rated 3 out of 5 by Bill23 Hotel need to be updated
Rooms are extremely small and shower and bathrooms dirty, with bad tile and mold. Asked for upgrade but never heard back from staff. Only one resturant on properly with service that took very long to get drinks and food. Pool was not adequatly to get drinks and food and it was very difficult to locate someone to get an order in. Spent over $500 dollars in the spa only to find out the hot tub did not work and was not offered a discount.
17. Februar 2013
Rated 3 out of 5 by Jackie123 Rooms are very mediocre
The pool area is lovely but the rooms are more what you would expect at a 3 star hotel. Very mediocre. Our room was very small and the bathroom was what you would get in a cheap motel.
Would not stay here again.
12. Februar 2013
Rated 3 out of 5 by Jimmyc This hotel has a good location.
As a Platinum member of Starwood I was disappointed with the room we had. Yes, it was an ocean view however it was on the first floor so the view was limited.
The bathroom floor was not clean when we checked in, spills on the bathroom door were never cleaned (were there when we checked in), the desk light's shade was cracked and had a hole and one of the bedside lamps did not work properly.
8. Februar 2013
Rated 3 out of 5 by Becka This hotel was too expensive for the room and views.
The additional $30 resort fee (for which you really only get parking and 2 bottles of water a day) was not worth it. The view from a full ocean view was not full view, it was partial buildings and view. There is no vending machines or laundry on the floors, dry clean or laundry service only. The rooms were small considering the price you pay. The grounds were beautiful thankfully.
5. Februar 2013
Rated 3 out of 5 by klamathcraig Rooms need updating.
Pros: The staff at this resort is superb!
The resort's Tropica restaurant was excellent. The poolside restaurant and bar were the best we have experienced at this type of beach resort. We used the resorts nicest Cabanas for three days and each had an ice chest with plenty of bottled water and fresh pineapple to munch on. The grounds were beautiful and very well kept. As will sometimes happen, a keke had a rather large accident in the pool. As soon as it was reported, maintenance personnel immediately closed the pool, shocked the pool water with chlorine and kept the pool closed for six hours. This attention to protecting the health of the hotel's guests was impressive and greatly appreciated. The mattresses in the room were excellent.
We were upgraded to a deluxe ocean view room in the newest tower, which we appreciated. However, periodically throughout the day, the tub drain would erupt with raw sewage. I reported this and a maintenance man promptly showed up to snake the tub drain. However, this did not fix the problem, so we had to repeatedly sanitize the tub before we could use the shower. Also, it would take at least three flushes each time the toilet was used. I'm guessing the two issues with the plumbing were related. The bathroom door stop was missing the rubber bumper and presented a safety hazard. The room's carpet was separating from its backing in several areas. The air conditioning did not work. Thankfully it was in the sixties at night and we could leave the slider open. The Ethernet connector in the room was broken. In summary, the rooms in this tower need some serious updating. Although the Cabanas were well designed and outfitted, the padding in the lounge cushions is very worn out and there is no suspension system in the wooden lounges. We had to borrow the chair cushions from our room lanai chairs to supplement the lounge cushions.
5. Februar 2013
Rated 3 out of 5 by Mike Westin Maui
The grounds and location were great
The room smelled of mildew and needs to be updated
Needs More Hot Tubs
4. Februar 2013
Rated 3 out of 5 by PhxFlyer Updated but still dated
Great location, very nice grounds and a very good hotel restaurant. Rooms are clean but cannot hide the dated design with low sinks in the room and tiny bathrooms. The resort fee is a little much...this is really a hotel with a pool on the beach rather than a resort....the typical resort features such as water sport rentals, hammocks, entertainment are missing. The worst is the self-parking, tiny spaces and far too few of them.
4. Februar 2013
Rated 3 out of 5 by Buddy16 Had expected more..
We had stayed at other resorts along Ka'anapali before, thought we'd give the Westin a try this time. Well, for $400+ dollars a night, we had expected more. Compared to past experiences, we found the room very SMALL, less than half the size of other places at lower prices. Cleanliness could also have been better; notably, the glass-top table had a greasy film on it that we had to clean off, and the remnants of previous guests' lunch smeared between the glass and wood - sort of disgusting. Daily housekeeping service was also a bit frustrating. To conserve resources we checked the "no linen change" and left the tag on the door, but it appeared housekeeping was "all or nothing": we routinely had to chase down our bottled water (included in our room rate), soap, and paper cups. Oh yes, PAPER CUPS: the absurdity of the price hit home when we had to drink our tea in paper cups. You have proper drinking glasses in the room - can you at least include some ceramic cups for coffee/tea!
On a positive note, we were pleased to see a recycling program in place for plastic bottles. Hopefully in the futurre you can expand this to include paper. In addition to the plastic bottles we put quite a bit of clean paper/cardboard products in the bin, but housekeeping picked out the plastic and dumped the rest in the trash.
The complimentary photography sessions was a nice touch. The gal is good at what she does, and we left with some really nice pics!
3. Februar 2013
Rated 3 out of 5 by w0r7dtraveller Average
stay was average...I've been to Maui before and this was nothing spectacular. There were ants in my room, I got 2 body wash and no shampoo, the room had trash in it; not quiet up to Westin standard. Staff was not friendly, from check in to restaurant experience. Only person that was personable and friendly was Shirley at concierge. Paint was falling off the wall, the adult jacuzzi has be out for 1 year? that's just crazy..
23. Januar 2013
Rated 3 out of 5 by Paul47 SPG is worthless at this property
I don't even know where to start with my dissatisfaction with my stay. In no particular order:
1) I'm a SPG platinum and tried to use "suite night" certificates. No upgrades available. I got a standard room over looking the garden. The room was dated and boring. Boring products in the bath room. I'm in Hawaii, shouldnt you have some local products, not the same stuff you have on the mainland at a low end Westin.
2). Why do I have to pay a resort fee to cover all the things I am supposed to get for being platinum.
3). I didn't feel my status was appreciated by the checkin staff or the checkout staff. I stayed 99 nights last year and got treated to less than average service.
4). I was given a little bit of a hard time about a "late" checkout at 4:00.
21. Januar 2013
Rated 3 out of 5 by Hangtensally Fancy hotel so so room and amenities
Beautiful lobby and pool area, fun slide for kids. Hard to access pool area with stroller or wheelchair though. We requested a crib for our room prior to check-in and then re-requested one at check-in only to find a roll-away cot in our room when we got there...not what our 9 month old is accustom to sleeping in! This was fixed with a quick call to the front desk. Upon check in we asked for an upgrade to a suite but was told this was not possible as nothing was available, we also requested two rooms together with a friend we had booked our room with but were given rooms on different floors. When another friend checked in about an hour later, she too asked for an upgrade and had no idea what floor or where our room was located (or that we had also asked for a upgrade to a suite) and was promptly given an upgrade...IN THE SUITE RIGHT NEXT TO OUR ROOM!!!! Our room had a comfy bed and nice bath but the carpet was lumpy and I tripped on it by the bathroom door on several occasions. Also the desk chair had stains on it (eew!) The pool area was nice but the "spa" in the grotto was the same temp (cold) as the pool and the spa in the adult pool was cold at one point too, another guest complained and it was heated up, next time we went into it I couldn't even put my feet in because it was scalding my skin, I have a spa at home and this temp must have been about 106-108! Way too hot!! Also, the pool bar servers cut out at about 4-5pm which was annoying since we often stayed by the pool to watch the sunset and two of the 4 days we were there we had limited access to the pool area because they were setting up for functions to be held and had huge sections blocked off from guests! Oh and the parking situation is frightful!! You can valet your car for an additional $18/day if you do this or park it yourself the parking spaces are only big enough to fit a smart car or mini cooper, we had a van and a compact sedan and needed a can opener to get out of the spots! At one point we had to climb out the back hatch in the van as neither doors in front could be opened and there was not enough room to exit even using the sliding side doors!! Good thing it was a rental!
21. Januar 2013
Rated 3 out of 5 by Bcstut Hotel is tired, needs updating
Location was great. Ocean facing rooms worth the extra cost. Mountain facing really mean parking lot facing. Rooms were tired; paint, wallpaper, balcony floor were pealing. Pool area was nice but in need of obvious repair. Parking spaces were too small for average car. Resort fee does not include beach chairs/umbrella. Rooms lack a microwave. Overall appearance was nice, just not up to Westin standards. Section of rooms were being updated at time of visit.
9. Januar 2013
Rated 3 out of 5 by Maui411 Hotel Used To Be Great...But Not Recently
This was my third stay at this property, and unfortunately, not a great one. I was not greeted as a SPG Member, didn't get a room on a SPG floor, was given a noisy room right across from the elevator. The room had plumbing issues, and an in room safe that broke. Housekeeping hadn't come by 3PM and then woke up my kids even when there was a do-not-disturb sign on door. Only saving grace was the pool and water slide.
8. Januar 2013
Rated 3 out of 5 by Tc6846 The rooms need renovated
The hotel in general is nice but not as nice as the price would let you to believe. Our room was in need of a renovation. The balcony was peeling paint and rust everywhere. And the rooms are very small. The staff is fairly nice. We were there for a work convention and the bartenders did not acknowledge us. My husband Waite for 15 minutes for someone to take our drink order and finally decided he didn't want to order from them anymore. The pool side waitress was very nice though...
7. Januar 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).
3. Januar 2013
Rated 3 out of 5 by Leslie999 Unfriendly Staff
At check-in and the few times I needed to ask questions during my stay, the reception staff was unfriendly and not helpful. I know it was the Christmas season, but a smile would have gone a long way...
29. Dezember 2012
Rated 3 out of 5 by Leslie999 Keep it cleaner
The Westin overall was not very clean: the grounds, the rooms, even the dishes at the restaurant. The hotel staff was not very friendly, especially at check-in (I'm a Gold level member). The food was average at best. Definitely not up to the standards of previous years.
24. Dezember 2012
Rated 3 out of 5 by 14toni12 Hotel needs improvement
From check-in to check-out, it was below the 5 star ratings I saw on the Internet sites. It took 3 hours and 3 rooms before I could unpack. The hotel staff was almost non existent and I needed to call management each day.
17. Dezember 2012
Rated 3 out of 5 by mau1 Beautiful Property just ok experience
Staff was mostly friendly but did not make you feel engaged or entertained.
Not enough pool service, and most times was avoided by the one person
5. Dezember 2012
Rated 3 out of 5 by me60 First time in Hawaii
Hotel came rated high end. Very disappointed. Rooms could use better cleaning. Upgrade consisted of room next to elevator, Very noisy and bed shook everytime elevator went up and down. Asked for different room, they said fine, could have first room, wasn't as nice. Would not stay there again.
4. Dezember 2012
Rated 3 out of 5 by LS2012 Construction started at 7:00 am
During our stay I was disappointed when I heard big rigs were delivering construction materials and were honking for the someone to open the gates. It looks like construction strarted at 7am not at 9 am. I called the front desk to see if the rooms could be switched and one of the front desk ladies told me she would look into it and call me back. She never did.
It left a sour taste in your mouth.
27. November 2012