Rated 4 out of 5 by Maui123 Location sells the place....
Seems like the facility has undergone several changes and improvements for the better, the staff friendliness factor is average, the location just cannot be beat though....we have come to Maui for the last 8 years for the holidays and stayed to the Westin for 7 of those years.... I was a bit disappointed this year (2012) as the they wanted to charge me for a cancelled umbrella charge of $37 after I dropped more than $8K on room/food for 10+ days.
January 5, 2013
Rated 4 out of 5 by JBmaui100 Under construction
Wait until they finish construction unless you don't mind being woken up at 6-6:30am by the sound of construction overhead. We were not warned that this would be going on.
Other than that, this is a very fine hotel in a great location. The service staff was top notch and friendly.
They tout their "Heavenly Beds" but they were too soft for our comfort. Combined with the construction, we just didn't get the rest we expected to get being in Maui.
August 21, 2013
Rated 4 out of 5 by Rock55 Great location
This resort has an awesome pool on a great location right next to the beach, only wish pool temps were a little warmer. Very close by is Whaler's Village for shopping and dining. Location was also good for observing several whales from our balcony. Staff was very efficient and friendly. Our only concerns were with the self parking spots, very few and very narrow, and the resort fees with our SPG reservation. Overall, we had a very nice stay.
February 18, 2013
Rated 3 out of 5 by RDMWorldTravel Kinda Happy
The staff at the hotel were great no complaints! The exterior is showing a lot of wear. Lots of Rust visible from balcony, even the floor is peeling off. my only bad contact was over the phone with the front desk. I had requested connecting room and was told to contact front desk and it all started ok but it seemed that the front desk staff did not want to speak with me. I was told connecting room would be available but needed to contact the hotel directly. After speaking with front desk for about 1 minute it went a pleasant tone of voice to condescending. to the point that if I wanted connecting room I would need to pay an additional $100 per night. Really? all of sudden there weren't anymore connecting rooms when I thought that was unfair. Strange since the the entire staff in person were very hospitable. Would I go back? I'll think about it.
August 28, 2012
Rated 4 out of 5 by Lisa1590 This hotel is looking tired
One of our "heavenly beds" was anything but heavenly. We asked for a new mattress and found plywood delivered to our room for us to put under the mattress for support. The carpet was stained, the lanai furniture cracked. The common areas of the hotel were looking a little grubby in some areas. However, the Christmas buffet was wonderful and the pool was exceptionally clean. I would recommend this hotel because of the location and the pool.
January 8, 2013
Rated 3 out of 5 by JA42 This hotel needs updating
This hotel had a handful of great features including a great pool area, easy access to the beach, an inviting lobby, and easy parking. However, the rooms definitely need updating. While the beds were very comfortable and the TV was pretty new the rest of the room was dated, the sliding doors to access the safe would not properly open/close, the ironing board was strangely stored in the bathroom and there were stains on the bathroom wall.
September 11, 2012
Rated 3 out of 5 by Dayna2 The hotel has great amenities
We were very disappointed to find the Hotel un construction during our visit. The noise level was so loud we could not even be in the room. On the 4th day i finally could take the noise any longer and complained. They did move us to the other tower after I instead that they do the right thing and we were much happier in the new tower.
Part of the resort fee includes 2 bottles of Water per day we never got our water delivered to our room except when we complained to the front desk, they would then send up the 2 bottles.
We have stayed at the Ocean Villas and were very pleased there but this was not a good experience
To sum it up it would have been nice if they would have posted that they were going to be under construction during our stay. We would have chosen another Hotel to stay at. For the service and overall experience I would not stay there again
September 15, 2013
Rated 4 out of 5 by TheStig Wonderful time
I took my 76 year old mom there for our first time to Hawaii. We really liked the hotel, the pool area, the location, the beach and the clean water. We had good luck with the weather - or perhaps it's just like that - so it was a very enjoyable trip. The staff was very nice so Service was good. Any missing items were adressed with good care. The hotel is due for a refresh and I learned it's coming soon - but the room was generally fine.
December 12, 2011
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.
February 17, 2013
Rated 3 out of 5 by Garbageman Construction noise daily
No recognition for being an SPG gold member (no upgraded room). Awoke to construction noise each morning, and could still hear it while we tried to escape to the (busy) pool. Had we known the hotel was under construction (no info when booking), we would have stayed elsewhere.
Rooms were dated and not cleaned thoroughly upon arrival. I'm sure this hotel will be nice when constructions's complete - in the meantime, stay somewhere else.
July 14, 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.
February 4, 2013
Rated 5 out of 5 by Noreen Maui Westin hotel vacation spot
Natalie was assigned as our reservation contact person! She was very personable writing a letter introducing herself before our visit and were to meet her upon our arrival. Further we were offered dinner, spa, and activity reservations for our stay to be arranged thru her! It was great to feel like an important guest at the Westin Maui hotel!
We had a wonderful week and stay at the Westin Maui Hotel and would definitely return!
October 24, 2012
Rated 5 out of 5 by Wisv Excellent when travelling with children
We toured Hawaii with two children and apart from this hotel beeing excellent in obvious area, like fantastic swimming pool, beach, location etc. I have to add the comfort around the pool where the service was excellent. Especially Charles, at the towel handout. He made this trip very special for my children, on our departure day he went out of his way to get the last whish of my children to come through. thank you charles !
January 4, 2013
Rated 4 out of 5 by TimH This hotel is getting dated but still has great amenities for kids.
The place is great for kids but the rooms are average repair and quality. We had two mediocre staff intractions. Charles was working the water slide and was rude to our kids. They did not have their wrist bands and despite me having mine he made a stink about it. The kids did not want to ride the slides after this very gruff interaction. The kids club manager was also not very friendly. Neither of our kids wanted to return.
August 27, 2012
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 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..
January 23, 2013
Rated 3 out of 5 by julmike94 Beautiful grounds/ noise issues.
The grounds are beautiful but the rooms are in need of renovation. The rooms appear worn. Avoid the rooms above the carport. The noise will keep you up. The staff was nice enough to switch us the next day. However, the plumbing on the other side of the hotel sometimes made a horrible loud noise waking me up several times. The staff ranged from excellent to indifferent. Consistency in service could help upgrade this hotel.
August 28, 2012
Rated 5 out of 5 by winetaster Amazing!!!
From the moment we walked in the front this hotel was amazing. With the water falls greeting us really made us feel like we were in Hawaii. Restaurants were wonderful., and the staff were great. I loved having the cold water by the pool when I was thirsty. I will never forget my visit, and hope to return again. I would suggest this hotel to anyone. YOU will not be disappointed at all. I loved it. Wish I was still there.
April 28, 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 .
March 9, 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.
January 8, 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.
February 19, 2013
Rated 4 out of 5 by Crobar Great location!
The only slightly negative thing about this hotel is the condition of the rooms and hallways. I requested a renovated room at check in and was told none of them had been renovated yet. Perhaps none were available but I should have been informed of that and not lied to. Other than that issue... We enjoyed the facilities and found the staff to be very kind, friendly and extremely helpful. Overall a nice vacation.
March 31, 2013
Rated 5 out of 5 by JEMZ The Staff Makes All The Difference
Our "family of 10" spent 6 wonderful nites at the WMR in July and are already making reservations to return next year. We love this place. The location and the property speak for themselves but the staff is what makes our vacation so enjoyable. Five star staff members like Amy, Minsun, Robert, Kai, Grace, Patti and Sweetheart are truly what make the difference and keep us coming back year after year after year.
September 10, 2012
Rated 4 out of 5 by Jackr66 Bad, really bad start
I almost walked out waiting for our room. After a flight from Ohio we got in early got there 12:30 ck in got the room 31/2 hrs later. Had lunch at Relish and sat around lobby. Seems to me there is a disconnect between housefeeping and lobby to get rooms ready. Thirty years of marriage and my wife was ready to kill me. In all honesty the rest of the week was really good.
December 16, 2013
Rated 5 out of 5 by pennbee Convenient and great pool
- Pool is awesome.
- It is walking distance to nearby restaurants.
- The restaurant Tropica is very underrated (check out Yelp reviews). Go for the pre 6pm pre fix deal... best deal ever.
- Staff goes above and beyond. Ronzi at the curb and Gigi were standouts during our stay.
- Rooms are a little dated. They are undergoing a renovation while we were there. I am sure the new hotel will look nice.
December 12, 2012
Rated 3 out of 5 by Roxann Old rooms and Noisey
We were put in a Handicap accessible room right next to the elevator. Very noisey! I believe they were also doing construction above us on the 6th floor (Noisey). Parking lot horrible to park in. Rooms with the popcorn ceilings are very out dated. Staff was prompt with our requests and the location next to the Whaler's Village is awesome. Not sure I would stay at the Westin again or even book a client there.
July 7, 2013
Rated 4 out of 5 by PGfamily Great family vacation
We spent ten days here as a family and had a great trip. Our service for the most part was excellent. The location of the hotel is great and the free shuttle is incredibly convenient. The rooms are good, the bathrooms need some updating though but it appears that they are renovating and I would guess that they are addressing those issues. Our housekeeping service was excellent and our service at the pool was great. All of the food that we had was great, the value for lunch, dinner and the luau was excellent (I always think that breakfast is way overpriced in hotels). The pools are a great temperature and our kids had a great time. The beach is also great at this location. The only missing item in my opinion is a hot tub that everyone can use since the only one is located in the adults only area. When the wind blows it can cool off the kids quickly and a hot tub would be great.
February 3, 2013
Rated 3 out of 5 by jcesl2 Beautiful hotel, friendly staff, bad management
The grounds of the hotel are amazing, and everyone that works there is extremely friendly. SPG recognition is terrible. No room upgrades, no late checkouts, rooms are small. Platinum discounts are numerous, but you have to request the discount each and every time. The fact that they will not look at the charges at checkout and discount everything at that time says that the hotel is hoping you forget to ask.
August 22, 2012
Rated 4 out of 5 by turtlefanatic Dirty Dishes...Ewwww!
We booked three rooms for this visit. There were dirty dishes outside our daughters room upon arrival and they were still there over 24 hours later! We came back after a day at the beach to find dirty dishes outside our room (not our dishes either) and they were still there at least 5 hours later. If it wasn't for the great location, heavenly beds and the awesome ocean view this hotel wouild be rated lower.
December 16, 2011
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