Rated 4 out of 5 by julyhoneymoon Perfect romantic getaway!
We had a great time staying at the Westin Kaanapali for our honeymoon. The hotel was excellent in all areas and the location was extremely convenient in terms of location to other businesses and excursions. We can't wait to return for our anniversaries in years to come!
July 26, 2014
Rated 5 out of 5 by chrisnebraska Thanks
We really enjoyed our brief stay and would definitely recommend to others. One huge benefit was that the pools were not saltwater. Because of this, we are excited to bring our children back with us the next time we stay in Maui. After being at the beach and in the ocean, we tasted enough salt water and it was refreshing that your pools had fresh (regular) pool water. There needs to be an upgrade on the hot tub/spa, though. Beautiful setting and perfect location. Parking included in the price of the room (or resort fee) was a big plus and very convenient as well.
July 16, 2014
Rated 5 out of 5 by PPWood Management Lack Personal Touch
As we have for the past 20 years as part time residents, we visit The Westin Maui daily during our visits to Maui--now 3 times a year. Staff from valet to restaurant staff welcome returning guests as Ohana and it because of this that we spend lots of money on meals and purchases within the resort. Our last visit occurred during the Christmas Holidays. And while the décor was more holiday inviting that last year, we are disappointed with the Management culture which differs greatly from years past. One hardly ever sees the GM and when one does, he is non communicative with the guests and unfortunately, this culture has filtered down to all levels of management. The food and beverage manager hardly even looks like a hotel manager-her dress and style is hardly Hawaiian and she does not even make eye contact with guests. It is the warm and inviting manner that we have come to expect at The Westin Maui which is the reason why we continue to return. As a professional from a large international corporation, organizational tone and culture is set at the top. We would hope that senior management at The Westin take our comments seriously. Your service staff is the life blood of this resort from valet to wait staff and we dread the possibility that new hires will adopt the cold and non communicative style of its GM. Returning guests can compare and we hope this can be turned around. If not, its time for a new GM and culture that is more fitting with the spirit of Aloha. Running a resort has it challenges but issues cannot be addressed by being holed up in your office among the impersonal paperwork.
January 21, 2014
Rated 1 out of 5 by mcksteve Poor room cleanliness & staff communication
Arrived early, so expected to wait. took 3 1/2 hours to get a room and was never called by staff to notify room was ready. Checked many times.
Hotel lost my families luggage and I had to search throughout the hotel to only find our luggage unsecured with no other luggage carts. Never asked for ID to get it. I had a hip replacement and asked to use cart to take to our room and staff aggressively rejected my request.
Bed sheets in room had blood and dirt in the sheets. Staff did replace, but this is unacceptable.
Upon check out, my son left a carry on bag at hotel. I called and staff was helpful to ship back to us and of course charge. Not a big deal if our bag ever reached our residence, but has not in over 2 weeks. Was told it cannot be tracked and we are out the baggage containing memento's and the cost of shipping. Was informed that staff asked me the level of shipping and was correct. I was however never notified as to having no availability to track with the shipping I chose. I was also let know that the loss prevention people don't ship items, so are not aware of shipping levels. I suppose I am the only person to have left an item in the Westin before then.
Attractions at hotel were great.
Cleanliness, staff helpfulness, communication of staff and actual value of stay are on par with a 2 star hotel.
My last stay in Maui was at another hotel (4 star) in Wailea and was cheaper and a much more efficient & friendly staff.
I extensively traveled with work until about 2 years ago and lost my platinum starwoods membership status. I suppose I should have taken that as a sign before staying in a starwoods hotel.
August 21, 2013
Rated 4 out of 5 by Hawaya Hotel Review
We have been in this hotel when it was first built and have been coming back yearly since then.
This hotel has a lot to offer for families, newly weds, and anyone else who enjoys relaxation and fun. The swimming pools are excellent especially they have an adult pool only which is great!
The location is just right it is between KAPALUA/Napili and LAHAINA . The weather in KAANAPALI is perfect. The staff are very friendly and accommodating.
July 22, 2014
Rated 2 out of 5 by marco60cr Mixed Feelings
This is almost certainly one of the best hotels in Ka’anapali. This was our second stay, the first one was memorable, and even this one was pleasant; should we come back, we may stay here again.
Having said that, there are few things that would require hotel management’s attention:
We were on the 8th floor, in the Beach Tower overlooking Whalers Village, Ka’anapali beach, and the island of Molokai; indeed a beautiful, very spacious room, well maintained, with a great view. There is one drawback, though: at 6am, sometimes even earlier trucks begin loading/unloading stuff at the Whalers Village; they don’t care about your sleep, so they keep the trucks engine on all the time, to say nothing about the continuous beep-beep, when they are maneuvering; if you are not an early bird, you have to know that the top and most expensive rooms are not the best as far as sleep quality is concerned.
We had breakfast buffet at the Relish – formerly ‘Ono – restaurant throughout our stay; we would like to thank Carlito for warmly welcoming us every morning, always striving to give us the best table, and to make us feel special. The quality and variety of the buffet though was a serious issue: if you are staying more than just a couple of days, you will get really bored. From a $30 per person buffet, plus tip, we would have expected higher quality, and especially more variety.
Housekeeping must be severely understaffed: they knock at your door as early as 8am, and if you miss *this* opportunity, your room may be made sometime in the afternoon; even repeatedly calling guest services won’t help much: “we ares sooo sorry!”, but nothing happens, which makes us think that staff couldn’t care less.
No SPG line at check-in; minimal benefits for SPG platinum (premium internet for free) and gold members. Last minute breaking news: we didn’t get a 1pm “late” check-out – standard check-out time is noon.
August 21, 2013
Rated 5 out of 5 by Will29 Highly recommend the Westin.
The Westin Ka'anapali was awesome! We have stayed in the Kaanapali area 4 different times, and this was one of my favorite places to stay. Excellent location on the beach, close to Whaler's village which has great shopping and dinning, and just a short walk to Black Rock. The kids loved the swimming pools and water slides, and the pool staff was excellent! If you go during whale season, it might be worth the expense to upgrade to an ocean view. It was a lot of fun to sit on the lanai and watch the whales and the sunsets. --Very friendly and helpful people working the front desk and Valet. A lot of Aloha spirit! Mahalo for everything!
March 15, 2014
Rated 1 out of 5 by atlanta246 Dated, Lots of Construction, Not Execeptional
We arrived in late September for a seven night stay at the Maui Westin. The lobby entrance was nice and check-in went smoothly, after check-in we headed up to our room on the 8th floor. This is where our problems started.
Our initial impression was formed by the smell of stale air as we walked into the room, the room smelled "wet," not a fresh sea breeze type of smell, but one from a damp closet where the air had sat stagnant for an extended period of time.
The fit and furnishings to the main living area/vanity area/bathroom could best be described as dated - like a room that would have been popular in style while Miami Vice was popular. Westin apparently agrees with me on some level because much of this tower is being remodeled.
Construction starts every morning promptly at 9a and ends sometime after 5p from Monday to Sunday (despite what the desk states about construction halting on Sundays, it most definitely occurred while we visited) and consists of the drills, saws and other power tools that shook and rattled our room. It was impossible to sleep in, enjoy breakfast in the room or hang out on the balcony to take in the view while construction went on during the day.
I cannot express my level of frustration with the way hotel management handled our issues with the construction. We were blamed by staff for booking during a construction period which is spelled out somewhere on this website, but I absolutely cannot find. We were offered either eliminated resort charges OR a room change to an available room. Since the only available room meant moving from an ocean view to a 2nd floor view of the parking lot, we opted for eliminated room charges. My opinion is that management's attempts to the remedy the situation fell flat and there seemed to be a general level of disinterest in dealing with construction complaints because, again, this was apparently my fault.
In all, it was an extremely disappointing stay in a dated property with an awesome location on Maui but I would definitely not recommend the hotel or the staff for a stay in the near future.
October 9, 2012
Rated 2 out of 5 by chickenbark Construction Alert!!!!
I checked into the Maui resort this past Friday, April 13 and here for a few more days. While I agree that this resort is outdated and needs updating I WAS NOT told that there would be construction going on during my stay. I would not have chosen to stay here during this time. It is bad business to not let customers booking your hotel know that you will be doing construction. This hotel is over priced and does not meet the expectations of what you expect from a Westin property. Rooms are small and bathrooms resemble something you would find in a cheap hotel. There is nothing exceptional about the room other than the view of the ocean. You will pay a pretty penny for that.
I have called the manager of the property about the construction. I'm still waiting for a call back.
April 16, 2012
Rated 3 out of 5 by PolkRB Hotel ok, service terrible
On check-in we requested eco-green service where towels are not changed every day. On the following day our room was serviced for some reason and all clean towels were replaced. This was upsetting. On the next 3rd day at 10pm we were in bed preparing to sleep and cleaning lady comes in and starts cleaning the room!! I was speechless and didn't say anything. As soon as she noticed us she left right away! Who would have known that room service comes at 10pm?
The following day one pillow got missing. I assume room service people took it for some reason and never replaced. It didn't need to be replaced and was clean.
Most of the restaurants around the hotel and in the hotel offer junk food a little better than mcdonalds. I could absolutely not eat there. No wonder why there are so many obese people were staying at the hotel.
On check-in I said that I want to be checked-out at 4pm as gold SPG member, but on check-out day my request was declined and I had to hand out most of the day in the lobby of the hotel and wait for my shuttle to the airport.
While waiting for the shuttle I asked to store my bags away with the valet. They handled the bags unprofessionally and broke a glass bottle of water in my bag.
If it wasn't for the service personnel and food quality, overall the hotel is nice, clean. The beach and the pool area are great.
July 26, 2014
Rated 2 out of 5 by FL12 Not up to Westin Standards
We are Gold preferrred members & stay almost exclusively at Starwood properties. We were very disappointed with the service we received by the front desk staff at this resort (very rude and unaccomodating). We booked an oceanview room & our view was 80% obstructed by the other tower and we were not moved until the next day. The rooms are small and in need of major renovations. The bathroom was extremely small and dirty (looked like a bathroom you would get in a motel). The only positives we experienced here were the beautiful landscaping, the pools,the location, and the wonderful concierge staff. We come to Hawaii often and do not plan on staying at this resort again & can't recommend it to any others. For the amount of money we spent on this resort, we cannot say it was worth it.
February 28, 2013
Rated 4 out of 5 by wbauer20 good location
The location and beach are good
July 26, 2014
Rated 5 out of 5 by AATOCA Outstanding Hotel on the Famous Kaanapali Beach
The Westin Maui Resort & Spa, Ka'anapali definitely exceeded my expectations. Very friendly and eager to help staff. Practically brand new building and very nicely appointed rooms with all necessities, including very nice beds. Excellent fitness room. Outstanding grounds with waterfalls, multiple pools and various shops, restaurants and guest services. And definitely location - right on the sandy beach with calm, warm and inviting ocean and near the Whalers Village restaurants and shopping! This was my first trip to Hawaii and I sure hope it was not the last one. Mahalo! Thank you!
July 11, 2014
Rated 4 out of 5 by hawaii22 too many people at pool
we paid $39 resort fee everyday to enjoy the pool but no one check the wrist band at the pool. i see lots of people are not hotel guess using the pool without paying resort fee.
July 24, 2014
Rated 5 out of 5 by EvonA75 Hotel had amazing ocean views
The lobby is a beautiful way to start your experience here. The amenities for guests were also pretty amazing. From the bell service guys up front to the concierge and outside activities planners all were extremely helpful as well as very friendly. Some food service folks didn't always have a good attitude, but we rarely ate onsite.
July 22, 2014
Rated 2 out of 5 by Lwyr2002 Disappointed thus far...
Just spent 10 hours flying across country only to find out my reservation hasn't been properly followed thru with and now the charge per day extra to guarantee connecting rooms that I was quoted and agreed to pay just happens to not show up anywhere now...not NEAR the level of customer service one has grown accustomed to with a Starwood property and the Westin name. We will see, maybe this will turn around,,,I will be more than happy to amend this review if it does.
March 15, 2013
Rated 5 out of 5 by drjxg Great hotel stay
This Hotel was a wonderful experience. Great Rooms, Grounds and excellent staff. The convenience of having Whaler Village next door for convenient shopping and restaurants was a plus as well. Oh and the beach and all that goes with it was cool as well.
July 22, 2014
Rated 2 out of 5 by BMW719 Tired Gem
This place is in an ideal location-but the facilities are tired and the front desk staff are "resting on their laurels." They do not have to treat you like you are wanted and special because they are so use to people picking this place due to the location that they do not have to work hard for repeat business.
The good news is that they are remodeling. However, that just means that soon they will raise their prices, and still not worry about customer service
July 20, 2013
Rated 5 out of 5 by Steve58CA Great location, facilities and views
We have stayed at the Westin Maui many times as a couple, with family and friends. We are always welcomed and enjoyed our stays. This trip was for three nights using points. We booked an entry level garden view room and was upgraded to a Deluxe Ocean View room in the Beach Tower with a views of the Ka'anapali beach leading up to Black Rock and the Sheraton. The ocean view was good and we saw plenty of whales from our balcony. Very friendly staff. Love the free shuttle into Lahaina - you don't need a car here and can book an airport shuttle via the Westin web site including a 20% discount, save your $$ for great food and fun.
February 17, 2014
Rated 2 out of 5 by Amirah Shower never cleaned
This hotel fell short of what a top hotel should be.the shower was never cleaned and no shampoo lotion or cream rinse for three days. The coffee pot was dirty, I washed used it and the maid never re washed it. Kids over ran the ADULTS only pool and spa could not even get in, local residents hanging out in pool. Arrived in resturant for 38th to find hotel did not make ANY reservation. Had to call security at 11 at night for noise.
January 29, 2014
Rated 1 out of 5 by FRANKW VERY NOISY "DELUXE" ROOM
This was our first vacation in 10 years. When making the reservation, I stressed that we wanted a quiet room. We were talked into to the "DELUXE OCEAN VIEW ROOM."
However, that room overlooks an alley where deliveries to a number of restaurants and other business occur every morning, starting at 7:00 a.m., and sometimes earlier.
Back up alarms, loud voices, slamming doors. . . . all were awful.
We tried to move rooms twice . . . but no assistance.
February 19, 2013
Rated 2 out of 5 by Dana Disappointing Stay
I visited the Westin Maui as the first leg in my Hawaiian honeymoon. Upon entering the hotel, I was very impressed with the look of the lobby. Unfortunately, things went downhill from there. The woman who checked us in was quite rude from the start. We had to wait several hours for our room to be ready and I was completely shocked when I opened the door. The room is clearly in need of updates - the carpet was fraying, the furniture was all scratched up, the TV was ill placed, and the bathroom smelled musty. We were promised an ocean view and while we could see the water, a large portion of the view was blocked by the new tower.
The concierge that we met with was unhelpful and decidedly unprofessional in demeanor.
While the shared facilities (pool, beach, gym) were great, I could never really get over the rough shape that the room was in.
January 28, 2013
Rated 2 out of 5 by thound1 Review from 3/23/14 to 3/28/14
We were disappointed this time with our stay except for the housecleaning staff. A lady by the name of Alicia was extremely pleasant and helpful. We needed help with a couple of things and the response was more of a sorry we can't help you instead of the usual how can we help Westin attitude.
March 31, 2014
Rated 1 out of 5 by WirePaladin This can't be a Westin
The previous review is spot on. This hotel does not come close to what should be Westin standards. Small cramped outdated rooms, poorly designed. Loung chairs by pool totally jammed up against one another perfect if you're a sardine. Pool service virtually non-existant. They put used amenity bottles in the room! The manager did not seem to concerned when complained, offered nothing in good will. On the par of a budget hotel. Location was good.
February 7, 2013
Rated 5 out of 5 by MikeMcKay Westin Maui-family vacation at it's best!
The staff at the Westin Maui were very attentive to all of my family's needs to insure we had an amazing 10 days in Kaanapali Beach. The food, cocktails and pool were awesome and we met great people who will become friends we will get together with socially back in California. We love the Westin Maui for it's great location, best beach and amazing staff who SE to our every need. Aloha and Mahalo!
July 19, 2014
Rated 2 out of 5 by maui14 Rooms needed updating
needed updating in rooms .. problems with room keys.. staff
July 23, 2014
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).
January 3, 2013
Rated 1 out of 5 by Melb2013 Extreme disappointment
We were extremely disappointed. The old rooms were not clean, falling apart, tiny and extremely expensive given their appalling condition. We were not told of construction noise until our arrival. There was no information readily accessible to advise of such noise on the website. We were not provided with promised follow up by managenent. We moved hotels after 2 days. At new hotel we paid less and received far superior service.
January 15, 2013
Rated 3 out of 5 by rds15 Hotel has staffing problems
Hotel much better than last trip 4 years ago. Disappointed with staffing at front desk at checkout. We left at noon which is check out time and only 2 pp working the desk and line for check in/out was long.Felt the F&B service was just ok, with their pricing I expected more. $30 for breakfast buffet? Wow! Why do you close the "snack bar" at 3:30 each day? Makes no sense. The self park is good however the stalls are too small.
November 21, 2011
Rated 2 out of 5 by KGTraveler Room Cleanliness or lack there-of
It took 4 complaints to 3 different managers to get my room cleaned at my recent stay at the Westin Resort in Maui - very frustrating, especially when spending a significant amount for a 1 week VACATION in Hawaii. I provided my feedback to the Starwoods corporate team and they accommodated my concerns with points back. While it doesn't make up for the frustration, it was great to see them make an effort to correct a mistake.
January 10, 2013