Rated 4 out of 5 by Gatchy All good except....
When the storm hit, the hotel seemed to be at a loss in managing the dining volume. They had asked us to come back 2 hrs after we made the reservation, only to wait 1 hr more. Clearly the storm was not as strong in Kaanapali as it was expected to be but it is impossible to believe that all the hotel had to offer its guests were sub-par pizza. C'mon Westin, you guys are better prepared than that. All other aspects of our stay were good, though
August 11, 2014
Rated 3 out of 5 by JCEAUSTIN Buyer beware...Not a very child friendly hotel
We loved our room and it was up to Westin standards but the rest not so much...We chose this hotel because Westin advertised the great pools and location. The problem is there are no child pools. Every pool they have is over 4.2' so if you have a four year old good luck. Also there is not much self parking at the hotel so you will have to valet. There is also only one restaurant onsite that last night had an 1 1/2 hour wait and once we were seated it took 1 1/2 to get our food( and they brought our meal to us packaged to go which we had not requested). The food that the Westin offers is less than average. I would not recommend or stay at this hotel based on our trip experience so far... we still have three more nights so we are hopeful things get better.
August 8, 2014
Rated 4 out of 5 by Kristy22 Easy Stay for my work travels
I have stayed at this location three times now and the first time was not the best experience. It has continued to improve each visit, so thank you for taking the feedback! I also LOVE the complimentary room upgrade to ocean veiw. I book through my corporate Amex travel so my options are limited, and since I am only in Maui for two nights for work a nice view makes it a better experience. The room could be slightly cleaner, especially under the best/against the wall behind the bed. I dropped something and saw that it was dirty and found a dead beetle/roach not sure what it was. Overall, however, much better experience!
August 3, 2014
Rated 5 out of 5 by VZ17 Maui Westin MAHALO!
I wanted to say thank you so much for the GREAT Westin Experience. From the moment we check in we felt like we were in Paradise. I wish I could remember EVERYONES name from the gentlemen who checked us in the pool service. WE LOVED OUR VACATION!. I cannot wait to come back. Parking was a little tough sometimes but we survived. Everything else was AWESOME!!!!
August 11, 2014
Rated 5 out of 5 by Heather14 The hotel was beautiful.
We had a wonderful time and enjoyed the Westin Hotel. It was so pretty. The staff was so helpful and friendly.
August 12, 2014
Rated 5 out of 5 by EspeRocha Confortable Hotel
Very good time in this vacations
August 12, 2014
Rated 5 out of 5 by PasadenaLisa The Westin left us feeling pampered
We had a lovely stay- beginning with our bellman bringing us a handmade rose and fish, made from a palm leaf, to the manager of Relish agreeing to keep frozen a gift I had brought from home to friends. Everyone was helpful, the facility was beautifully maintained and the proximity to Whalers Village and Black Rock can't be beat. We would definitely stay here again!
July 28, 2014
Rated 2 out of 5 by zini One of the worst experiences at Westin!
This was my first time to Maui and I decided to stay at Westin Resort since it is part of SPG and I have stayed in other hotels which are part of SPG and they were good!
This hotel didnot meet my expectations atall. Room was really cramped, with cheap interiors, old fashioned, no basic amenities -- hair dyer, ironing setup were missing. Hospitality was the worst.. room was not cleaned up properly, refrigerator was stinking!
In short, I didnot feel like coming back to the room and I believe even a 2 star hotel has better rooms and services. I agree that hotel is in a good location (close to beach) but Westin really needs to improve their rooms to make guest comfortable
I wouldn't come back to Westin if I visit Maui again and would not recommend this hotel to anyone!
September 6, 2013
Rated 4 out of 5 by Arno25 Pool
This hotel has the greatest pool in Ka'anapali
August 10, 2014
Rated 1 out of 5 by Gmac7 Awful Service overshadows the property
Although the Grounds and location of this hotel is fabulous I can honestly say I will not ever stay here again or recommend to someone based on our experience and the total lack of service.
from the time we arrived to the very end when a front desk person essentially ignored us when trying to check out the service was awful... the attitude of your staff is terrible and in our opinion reflects leadership. We got married on tuesday and was the reason for the trip... after checking in we asked the concierge for a restaurant for a nice place for us after the ceremony she responded with .... "well I don't know" ! I was shocked and it continued to get bad from there. The service overshadowed your property so it makes it difficult to evaluate the hotel.
November 17, 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 5 out of 5 by RicknSharon Fantastic Place to Stay
We loved the Westin in Maui. It was beautiful and the staff were very helpful and courteous. We would love to return there some day.
July 23, 2014
Rated 4 out of 5 by henryq2011 this hotel has great features
the hotel has very good location which is at the beach, the room is big, comfortable and with nice view facing the sea.
August 6, 2014
Rated 1 out of 5 by Brian37 High expectations - utter disappointment
Not sure who gives hotel Star ratings, but this hotel was dissapointing from the moment you slide your key in the door. If you are looking for a family resort destination with cool pools - this is it! If you are a Platinum member and looking for a true restful resort - you may want to pass on this property. I used the highest point redemption and am a platinum Starwood member and the room was no better than an average Four Points room.
November 13, 2011
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
Rated 3 out of 5 by Judy6688 Disappointing stay for such a beautiful hotel with a great location
We ended our hawaii stay in Maui at this Westin. Our stay started poorly by being greeted by a grumpy, sarcastic remark from the valet parking attendant. It then progressed by a very impersonal checkin. The welcoming lays were hanging from a stand (later went and requested them). The room was small but the view was FANTASTIC! Bell person (Theresa) was very friendly but failed to bring requested extra hangers. Placed our subs (dinner) in fridge but when went to get them they were soaking wet!. The freezer was a solid block of ice and leaking all over the bottom. (Upon calling, a new one was brought but had no freezer section). Arrived early evening but had a big day planned for next day. However, upon waking at 6;30 to get started to find almost no toilet paper, absolutely no shampoo, conditioner, soap and dirty washcloths! After 2 calls and 2 visits to front desk and a call to the Starwood customer service line over 90 minutes later (at 8:10am), got the products. The only comments of explanation were, "we'll look in to it." "It's coming." and "Housekeeping doesn't come in till 8am, we are looking for the runner!" Day plans ruined we spent the day at the hotel. Grounds and pool are fantastic. Great location, near many shops, beach has to be one of the best. The "Tropical Monkey" pool side drinks were so tasty. Hula bar next door is one of our fondest memories. One day 3 our ceiling had a serious leak onto our camera's and cell phone. One camera completely ruined, my husband reported to 2 people but they didn't even ask to see it or comment on it. We just dropped it cause obviously they were not interested in dealing with this. After 3 calls and getting angry, finally sent the engineer who went up in the ceiling found the source and began poking holes in the ceiling to drain the water (the pictures of an in room water fall is pretty cool memory). Moved to another "premier room." This is when we really got upset. When we booked we paid extra rate to upgrade to a "premier room." However, it was not until we arrived at the new room that we realized we were "upgraded" due to the water to the "Starwood Preferred Floor." These rooms are much larger, thought that is what we paid for in the first place. Called Kevin to voice my concerns and although he was VERY nice he did state "I moved you to do you a favor, I'm sorry you are not pleased." My real frustration is that I was moved because there was a water fall in my room and now I was moved to the type of room I had paid for but didn't get the first 3 days!
Kevin did send us a very nice appology note and some nice chocolates the next day. He was the ONLY one that showed any sign of what customer service should be at such a resort and we very much appreciated his efforts. Maybe if everyone took some training from him this hotel could come close to a 5 star hotel.
Conclusion: My biggest frustration is really with Starwood. When I reached out JoAnne was very nice and said she would follow up with the hotel manager. If she had, I think she would have found out we were not given the upgrade we had paid extra for and would have assisted us by speaking the manager to have us moved. (although we never would have known this if not for giving us a "favor" due to the leak! guess they had counted on us not finding out)This resort is beautiful, has a fantastic location and could easily be a 5 star with any sign of customer service. If you can put up with the above issues (which are very common based on conversations with other patrons) and not let the frustration mess up your vacation then stay here. If not, pay to go to some of the other upscale resorts and save your points it's just not worth it.
June 6, 2012
Rated 5 out of 5 by BigBrett The Best
We booked a week long stay to celebrate our 20th wedding anniversary and brought out two kids. The pool and slide were fantastic. Great beach. Ease of getting as many towels as you need, as often as you need. Self parking was a little packed, but they will valet park your car for free, if you can't find a place. Snorkeling right in front of the hotel was beautiful. We will likely return for our 25th, if not sooner. :-)
July 19, 2014
Rated 1 out of 5 by TedNapa2000 This place is under noisy construction & has bad attitudes
This place USED to be great. We experienced so many disconnects and really awful staff attitudes. First, they didn't bother to tell you that there is heavy construction going on--nothing like trying to relax to the sound of hammers and drills. The grounds and pools are awesome. Unfortunately, we did not have a relaxing time because we had to fight for even basic things like getting the right room service menu or booking a spa appointment because the qconsierge didn't know the spa was closed for a private event for two days.
December 16, 2013
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 1 out of 5 by GaryDan Stay here - Sleep on a cot
My family requested two beds for my family (father, mother, 15 year old daughter). We stayed for 6 nights and every night, my daughter slept on a cot. The Westin would not provide us a room that we paid for with two beds.
August 5, 2014
Rated 1 out of 5 by Scott18 Worst all around hotel experience in Hawaii EVER
This short staffed hotel had the least friendly and unresponsive staff that I have ever encountered at a luxury resort of this calibur. Particularly rude at the front desk and at the valet. I cannot emphasize that enough. No smiles, no enthusiasm, and in no hurry to assist their guests. The only friendly people we encountered were the housekeepers, who actually said hello or smiled at us when we passed them. The air conditioning did not work in the gym, and we saw a girl almost pass out. I was told that because of the construction at the hotel they could not turn the air on in the gym. There was a problem with the air conditioning in our room as well, and the hotel overrides the thermostat so you can only cool your room to a certain temperature. When calling for assistance I was spoken to in such a curt and rude way. The room itself had carpet that was puckered up in several areas and dirty. The sofa bed was uncomfortable and so sunken that my 95 pound daughter could not keep her head at the head of the bed. Without mentioning cost, I cannot believe the high rate that we paid for such terrible service. I cannot recommend staying at this hotel, and I will avoid any Starwood hotels in the future.
January 5, 2014
Rated 4 out of 5 by mamadana1 great location
Westin has the best location for water sports and dinning & shopping. Very friendly staff.
August 4, 2014
Rated 4 out of 5 by Phip Needs Improvement
I've stayed at the Westin Maui many times over the years. The hotel is in a convenient location with good facimilities suitable for family with kids. However, the hotel is old and becoming run-down with many areas requiring maintenance and upgrade, notably the beach tower. Also the clientele mix appears to have evolved to tour groups despite the expansive rates. I would not recommend this hotel for couples loking to relax or a romantic getaway.
July 30, 2014
Rated 2 out of 5 by Manju never again
i don't think I will ever stay at this hotel again. If it weren't for Stephanie, Ed and Jerome we wouldn't even think about it. The rooms were dirty, there was a leak on the bathroom and we had to keep changing a a towel we put on the floor to soak up the water. The cosmetic mirror in the vanity was broke and hanging by the wires. We told a worker that pasted by our room but nothing was done. If you are a smoker, you will be told to smoke on the beach. There are butts everywhere and no where to put your butts when your done. The light in the hall by the elevators are so dirty and dusty your fingers turn black with a single touch. For this price we could have rented a condo. Not to mention they referred us to shuttle service that made us sit at the airport for 45 minutes while the driver waited for another flight to land and passenger. They could have driven us to the hotel and got back in plenty of time. The front desk tried to give us candy but it was old and had to be tossed. NEVER AGAIN
November 29, 2011
Rated 4 out of 5 by tiffiny great outdoors
the pool was spectacular for the children and adults also..kind and happy staff
August 2, 2014
Rated 2 out of 5 by brett The service could use some help
We were not impressed by the consistant sales pitch from the concierge staff about purchasing a Westin timeshare. We were also told by the pool staff that none of the pools in Ka'anapali were heated only to find out later that the heaters were broken. The pool temperature was frigid all week.
We enjoyed the location but the third restaurant is being rehabilitated so it was closed. We typically have better service when staying at a Westin.
January 28, 2012
Rated 1 out of 5 by UnhappyWestinMauiGuest Horrible experience at the hotel
My stay at the hotel was quite disappointing. One day there was no maid service by 4pm, and when we did call and they came they did not leave enough towels or any amenities in the bathroom. They had to come back with both and the towels were shredded - something that I would be embarrassed to use at my own home, yet alone at a nice hotel.
The next day we left our room at 7am and returned and 10pm and our room was not made up. When we called the front desk no one could explain why - and when they finally sent someone over to clean the towels we received were also shredded. I was later told that the towels were "off brand."
The next day at noon I received a call from housekeeping that there was a human error and they did not send anyone to clean the room .
Not sure how they did not have anyone down for my room, as it was paid in full two months before we arrived.
The hotel was not staffed properly for a holiday weekend -it seemed as if the kids were running the place and no one wanted to take the blame for the horrible experience that we encountered. The trip was supposed to be a special stay for a family celebration.
Additionally, our room is set to be renovated next week - and I do not believe that a Starwoods' guest should have been put in that room. The shower head was coming off of the wall, and there were dust bunnies from here until tomorrow between the wall and the shower head. I brought both the morning manager and the housekeeping manager to look at it - and they both smiled and did not acknowledge that it was disgusting.
The manager(s) did not want to deal with the housekeeping issues- they wanted to pass it along to housekeeping - when really they should have taken responsibility and worked to remedy the situation. I don't want to know that there was a human error - as no one would have allowed me to make a human error and not pay.
How you can be considered a nice hotel is beyond me - I would have imagined that someone with a higher rank than the manager on duty while I was there would have gotten in touch with me to apologize for what went on.
Also, I want to understand why when paying (in addition to points) a resort fee one is charged for chairs and umbrellas on the beach at a beach front hotel? I think that is also despicable. It seems that where ever you can nickel and dime the guests you did.
September 7, 2012
Rated 3 out of 5 by SPG1 Does not honor platinum benefits
The morning of our arrival I checked the SPG website and saw all categories of rooms available. As a platinum, Starwood promotes an 'upgrade to the best room at check-in' and '4 pm checkout (if available for resorts)'. At checkin I was upgraded but not the 'best room in the house'. I requested a 4 pm checkout but was told that this was not available to those who had been upgraded (this I had never heard of and is not a Starwood policy from what I can tell). I was also told that a late checkout was not possible as the hotel was full but I could inquire the next morning.When I got to my room I checked the SPG website and it showed all categories available for the next night so why was a late checkout not available? The morning of checkout I once again checked the SPG website and saw all categories of rooms available for that night. As such I went to the front desk and asked for a 4 pm checkout. It took some arguing but I finally got itt. Because of not knowing if I could get a late checkout or not, I was not able to plan any offsite actrivities and as checkin left a very negative impression of the hotel, I did not enjoy my stay.
February 11, 2012
Rated 1 out of 5 by FamilyDec2012 Bad Experience all around...
spent 7 days 6 nights at the hotel for our Xmas holiday... a mistake. When arrived, wasn't given any shell necklace... others were.... we had to ask for them. Room wasn't clean. Asked for more towels and some were yellowish. Called concierge to put our kids into Kids club, but concierge said I should have called a day earlier to reserve and it's all FULL. I thought I still go to the Kids club myself to see if any chance for standby... Kids Club wasn't full! in fact, only had 4 kids signed up.... so the concierge was too lazy to find out if it's full or not! SPG Gold should have received 10% off on the Kids Club, but didn't make the adjustment until I pointed out the mistake during checkout. The wireless Internet connectivity was very poor... keep on disconnecting and need to reconnect continuously. The breakfast buffet charges kids under 5, while all other hotel buffets we visited nearby didn't charge kids under 5.... lame
December 27, 2012
Rated 3 out of 5 by Kimberly29 Westin Experiences
The Hotel itself is beautiful and lush. I think it is the best on the Kaanapali strand. However, I was disappointed when I checked in and was assigned a tiny room directly across from the service elevator. During the 10 minutes I was in the room, the noise coming from the elevator was virtually non-stop. When I made the reservations months earlier< I was promised a nice room with a great view. I paid the extra. I was reassigned a room over some machinery that ran constantly and did not get much sleep. It was so noisy. I was so disappointed but tried to make the best of it. The concierges were great and very helpful and I was impressed how organized your pool staff was. However, I did not like the fact that I had to pay for lounges and umbrellas for the beach as well as daily resort fee. I felt that your hand was in my pocket and I was being taken advantage of. The resort fee should have covered these charges. The parking attendants were gracious and helpful. Overall, I enjoyed myself in spite of getting little sleep due to noise.
July 31, 2014