Rated 1 out of 5 by TheyGuyUwontCallBack DON'T STAY AT THIS HOTEL!!!
This is our second trip to Maui. We really regret staying at the Westin. We didn't feel like we were on vacation. Poor service all around, excessive time waiting to get towels and everything else. Air conditioner not working first night, second night air conditioner completely broke and was moved to a room with a poor view (vs. ocean view). Took 1 hour for bellman to come and move us at 2:00 in the morning. Front desk WON'T answer the phone, EVER!! They could have cared less about us. Poor communication between maintenance and management. No one knew what happened to us the next day, we had to continue to explain it over and over. No one even told us the room was fixed the next day. We found out ourselves. They could have cared less.They did not even offer any kind of re-imbursement because the trip was PRE-PAID. They offered to take off the resort fee for a few nights - BIG DEAL!! I spent OVER $100 on breakfast the first day. They are more than happy to place a $700 hold on your credit card the whole week, when the entire stay is PRE-PAID, but NOT willing to re-imburse anything back to a credit card if there is any problem. I don't really think gift certificates are appropriate re-imbursement, I didn't pay with gift certificates, why should I accept them for re-imbursement. Management won't call me back. They don't want to refund any money. THEY COULD CARE LESS. DON'T STAY HERE!!!
October 22, 2013
Rated 3 out of 5 by rocky44 great swimming pools
swimming in pools and ocean very good .the rooms were not very good at all.
October 22, 2013
Rated 1 out of 5 by Gppher hotel room, staff, facility
Upon check in on our Hawaiian vacation we were informed of hotel construction. Sure was. Our, very old, run down room was located on the 3rd floor directly above a large, smelly dumpster. Such a disappointment. The staff at the hotel told us we should have looked on the website where it mentioned the hotel construction. Like it was our fault. The elevators were shut down periodically and there was water leaking into the elevators from the top down. There was also water leaking through the ceiling in the main entrance. The hall ways on our floor were not air conditioned so you worked up a sweat just getting to the elevators. We had to go back to the front desk four times to exchange room keys that didn't work. Each time there was about a 30 minute wait because they were under staffed. The parking was a joke with parking spaces so tight you had to let your passenger out before you pulled in. Major door dings.
For the most part the staff was very unfriendly. Not what you would expect when you are going to a place to have fun. The Westin Maui staff needs new blood or some serious customer service training. The counter people were noticeably unfriendly along with the restaurant employees at Relish. I can not believe this is a Starwood 5 star property. The best employees were at the pool and beach booth where sell the Maui Jim sunglasses. Joshua and rest of them could teach all of the other employees about customer service.
Our concierge Kathy was very good as well.
This is the first time I have ever sent a negative review to any place I have traveled and I did so for a living for 32 years.
October 21, 2013
Rated 4 out of 5 by jgzjkiwis Wonderful hotel
We have stayed here 4 times as a family with teenage children and have enjoyed it every time. the staff are very good and most helpful.
October 20, 2013
Rated 5 out of 5 by Martin43 Exceptional Help with a Problem
In March my husband and I booked a 9 day stay at the Westin in Maui to celebrate our 50th Wedding Anniversary through our travel agent . When we arrived at the hotel we had an ocean view room overlooking the kiddie pool. After checking we found out this is what our travel agent actually arranged for us. After talking to the hotel about the problem they arranged for us to have an ocean front room and made our anniversary perfect.
October 20, 2013
Rated 2 out of 5 by cv1113 A little disappointing
The room had quite an odor. Something like mildew. Not very pleasant. There was construction work going on which woke us up after a very long day of travel the day before. Not appreciated. Glad we only stayed for one night before moving to the villas. Our visits to the restaurants and spa during the following week were outstanding. Our room experience here was not as good as past stays.
October 20, 2013
Rated 2 out of 5 by Grand14 Construction!!
My biggest issue with this hotel is that they are undergoing a major renovation. However, you would never know that until you check in. The pool is awesome, but the staff (particularly one staff member) could not be any ruder than he was.
October 19, 2013
Rated 4 out of 5 by Thomas88 A very nice stay in Maui
The Westin Maui is situated directly at the beautiful Ka'anapali Beach and they the offer free shuttle to Lahaina and Maui West Airport.
The hotel wings are built around the pool area, which is wonderful, incl. little hills, small artificial lagoons, a funny waterslide etc. ... It never felt crowded and there's also a pool for adults only. Nice also the animals around, like the flamingo or parrots.
Got a 'small' Platinum upgrade to Premium Ocean View on a higher floor; views are really great overlooking the ressort and the beach. Nice room size and balcony.
Biggest weakness was the staff; which tried oiften to be friendly; but never too motivated or helpful. A few discussions where needed to get the rate which was confirmed and there was never a sorry for the mistake.
Something bothering is the resort fee which is obligatory. So if so, why dont you include it to the rate?
Breakfast has a nice choice of warm and cold dishes and I woukd recommend it. For dinner, better go to Lahaina.
It was a very nice stay in Maui, ideal for families and beach lovers. A few more details and it would have been a perfect experience.
October 17, 2013
Rated 4 out of 5 by GirlsTrip2013 Under construction
The grounds are beautiful. Note that there is construction ongoing as this is not noted on the locations website unless you read comments. This should be clearly noted. The standard rooms are quite small and no upgrades were available (I'm preferred plus) which is a common theme from comments I've read from people with higher status. Bottom line, book the room you really want. Overall I would recommend this hotel, my biggest disappointments were not being aware of the construction and the check-in staff. The women who helped with check in was not very pleasant , she indicated the website states the hotel is under construction for over a year now and assigned me to a room with only a king sized bed after confirming with me two doubles. After reaching the room I attempted to call down to the front desk where after several attempts I could not reach. I walked back down to find her on what appeared to be a personal call which she then discontinued when she saw me. She was unapologetic about the mix up of the room saying her chart noted the room as having two beds. The new room while freshly updated was directly next to construction. After traveling all day from the east coast, it was certainly not the warm welcome I would have expected from a Westin property.
October 16, 2013
Rated 5 out of 5 by golfprofromcali THE WESTIN MAUI'S SERVICE NEVER DISAPPOINTS
WE HAVE COME REPEATEDLY TO THIS HOTEL OVER THE YEARS. IT IS THE ONLY PLACE ON MAUI WE CONSIDER STAYING. THE SERVICE HERE IS ALWAYS OUTSTANDING, BUT ON THIS LAST TRIP IT SEEMS THAT THEY HAVE TAKEN IT TO ANOTHER LEVEL. THE CONCERN, HELPFULNESS AND FRIENDLINESS OF THE STAFF WAS INCREDIBLE FROM BELL, TO RECEPTION, TO HOUSEKEEPING, DINING EVERYONE MADE THIS STAY A COMPLETE MEMORABLE STAY.
October 13, 2013
Rated 5 out of 5 by Crin the grounds were breath taking
from the minute you step into the lobby and see beyond, with the ocean as the backdrop, the view was majestic and breathtaking. After a very long flight, it's nice to be greeted with such warmth and appreciation. by the hotel's well chosen staff.
There was no disappointment or let down with this property. It was hard to leave
October 12, 2013
Rated 5 out of 5 by countryside Hotel very comfortable
Once all work is complete it will be hard to find something nicer
October 10, 2013
Rated 5 out of 5 by jk98 never have to leave resort
what caught my attention was the friendliness of staff!!!
October 7, 2013
Rated 3 out of 5 by DanF Westin Resort and Spa in Ka'anapali (Maui, Hawaii)
The resort is nice; the outside areas are all very well done. The nature pond through the entrance is very appealing, as well as the swimming pools, and over-all design.
However, the rooms and internal structure were something else. The rooms are tired and in need of updating/repair. The wallpaper was bubbled up on the walls, there was something that was flooding the hallway by the elevator, and there were a lot of small things that needed attention but were not getting it (lights falling off the walls in the hallway, stains on all the carpeting, etc.). Seems like it was great when it was built but has fallen into a level of disrepair.
There was also a massive construction project going on while there. We were not aware of this when booking (only once we arrived), and as you can expect it really affected our time there. It was non-stop noise the entire time the work crews were on-site. It started in the morning, and went throughout the day until the evening. Forget sleeping late, or enjoying a quite day by the pool because all you heard were Sawzalls and hammer drills.
I would not recommend this place until all the construction is over with and the place has been cleaned up.
October 4, 2013
Rated 3 out of 5 by GuestStayer Disappointing Experience for a Once in a Lifetime Vacation
We booked two ocean view deluxe rooms for a three night stay for my mother in law's 60th birthday. I had contacted the staff well before our trip to let them know that we would like two rooms on one floor and that we would prefer a room in the beach tower since we are traveling with my son who still naps. I was assured that they had our request in the system, but upon arrival, they had NO IDEA that we had made these requests and we were given two rooms in the ocean tower. One of the rooms was abysmal - stained bath tub, musty smell, just really really awful. The hotel was basically sold out that night due to the Maui Marathon taking place, so they were only able to give us a second room in the beach tower. We ended up spending the three days shuffling between the rooms and being disappointed by the overall level of service from the hotel.
The only good thing I have to say about the Westin Maui is that the beach and facilities were nice and the staff did their best to be accommodating. The hotel, having waited at least two years too long to begin renovations, however, basically put their staff in a terrible position of having frustrated customers. Who wants to spend $300+ / night on an outdated, disgusting room? This is a terrible disservice not only to the Westin's customers, but also their employees. I will not be staying at Westin resorts anymore.
October 2, 2013
Rated 2 out of 5 by vincelee2000 Honeymooner stay away
This is the hotel that provided low SPG platinum recognition. Ocean tower at the resort is under construction with the worst stay quality you can even imagine on star ranking hotel properties.
Ocean tower is definitely NOT the place to stay during the construction period. You can hear the drill sound and noise loud and easy all day long. The newly renovated room from 9 to 11 floor still have strong chemical smell in the room. Those who care about health and those who are pregnant better stay away.
Beach tower at the resort is still very well maintained with good quality. Pools and beaches are still top notch. Location and the view are still the best in the area nearby.
This is my 4th stay in Westin Maui. The previous 3 stay were wonderful. It is the very first Starwood property I've ever stayed since 1999. Unfortunately, the good services and willingness to accommodate in the past are now gone.
This resort is incapable to deliver special service.
I planned this trip for my honeymoon. I am a SPG Platinum. I chose to stay at Westin Maui than others because it is my very first Starwood stay, and where my first Maui experiences were. I really like to bring my wife to experience Maui from here.
Big mistake I made. I informed the property about my honeymoon. Absolutely no attention from the hotel by any regards. The hotel withheld the information it's under construction to the upcoming guest. I was shocked to know part of the hotel is a big construction site.
My Platinum Suite upgrade award request was never granted. Despite of my advance notice to the hotel regarding requesting a quiet room for my honeymoon at the beach tower, they placed me in the newly renovated small room in ocean tower, which is the super noisy and smelly. 5 minutes I entered the room, I can hear the endless drill sound loud and clear coming from other room. I complaint and then was moved to the beach facing room at 4th floor at the Beach Tower.
Low floor beach tower regular room for a SPG Platinum on honeymoon, in this SPG property with dozens of suite rooms, and hundreds of high floor ocean view rooms. During the stay, not even a single amenity or letter from the management to the SPG guest's stay ever appeared in the room.
Breakfast was fair though. Platinum was offered the option to have continental breakfast (cold plate buffet) as one of the amenity.
October 2, 2013
Rated 2 out of 5 by Verified Reviewer Not typical Westin
This hotel is at best 3 star hotel with 4 star prices. It is not worth the money.
October 2, 2013
Rated 5 out of 5 by Cass A Beautiful September in Maui!
The Westin Maui at Kaanapali is wonderfully located on the west (sunny) side of Maui. The views and grounds and pools are spectacular. They have added some cabanas although there should be more available. Staff particularly at Front Desk and Concierge (Matthew) are very helpful - couldn't be more service-oriented. Only one negative - the Tropica Restaurant is really substandard - poor slow service and very mediocre food. The food at breakfast in the other restaurant, Relish, is excellent.
September 30, 2013
Rated 3 out of 5 by Dee896 Review of Mountain View Room
The hotel is nice, but I was not very impressed with our room. We had a mountain view room on the 2nd floor overlooking the parking lot. Very disappointed with the view - did not like looking at the parking lot. Plus, one day I was woken up in the middle of the night by someone's car alarm going off for a period of 10 minutes. The room itself seemed very dated and very small. No fan in bathroom, bathtub was clogged, carpet looked worn. As far as amenities go, I was impressed, but I wish they offered room service. The bed was very comfortable though.
September 30, 2013
Rated 2 out of 5 by Verified Reviewer Old, dirty, and loud, great view!
I have been coming to Maui since I was a child and have generally enjoyed Westin properties. The view from our room was incredible but unfortunately it stops there. The walls are paper thin. I could here the elevator go up and down from 5 am-midnight, I slept horribly. The decor was old and dirtycarpets are filthy and bathrooms are old and grout dirty. Generally it is very run down and not a 5-start hotel. The view is 5-star. Another bummer was that they were doing construction. I am glad and excited to see what they are doing to bring the facility current so congrats to them on that. The down-side, is I wonder what they will charge for the rooms after the remodel. Perhaps everyone who has been paying for a 5-star hotel should finally get to stay a ta 5-star hotel and pay a fair price. If they make the prices more reasonable and offer a beautiful facility, I will stay there every time. I do not plan on staying there again until I see what happens with the remodel.
September 29, 2013
Rated 5 out of 5 by FOODEXPERT GREATEST HOTEL IN MAUI
WE LOVE THE WESTIN IN MAUI, HAVE STAYING HERE OVER 30 YRS. FROM THE MINUTE YOU DRIVE UP THE STAFF CANT DO ENOUGH FOR YOU,DAWN AT FRONT DESK, MILINDA THE HOSTESS AT THE RELESH RESTAURANT AND THE SERVERS FAITH,TAMMY,CAMMY THEY ARE GREAT.BEAUTIFULLY OCEAN VIEW ROOMS. GREAT HOUSECLEANNING STAFF.
September 28, 2013
Rated 3 out of 5 by Steve7143 The hotel has great service
The bed was not very comfortable and the hotel had to put a board under the mattress. Not something I expected to deal with while staying at a Westin. There was also a renovation being completed during our stay, which at times the noise from the construction became annoying when we were trying to spend time in our room at times during the afternoon.
September 27, 2013
Rated 4 out of 5 by RR45 Renovation Construction
Other than the construction noise everything was great. Looking forward to returning once the renovation is complete.
September 26, 2013
Rated 3 out of 5 by Sandy1234 Nice but not great
I had been looking forward to this trip for a while, and staying at this property. Unfortunately, it was not everything I had hoped for. The valet are not very helpful. Was told I had to either valet or self park, vs. leaving my car for a few minutes to check in. No hello, welcome, etc. Heck the valet didn't even bother to direct me to self park, had to figure out how to get there. No signs, nothing.
While walking from self park to the entrance, you could hear the construction going on. When I checked in, I inquired about the construction and was told it was on the higher floors. I was on floor 6. Guess what, it was on my floor, just the other side of the building. And it was also either below or above me. Not sure, but the hammering started promptly at 7am on Monday.
As for the pool area, it was nice, but not great. Shade was minimal at best, and unless you got out there by 8am to reserve a spot, you ended up sitting in the sun. While the towel cards say they remove unoccupied towels after 60 minutes, this was not the case.
I ate 2 meals at the hotel, but were adequate but not great. The buffet is overpriced and the burger was so-so. The bun was cold. In both cases, service was so so.
Considering the property was not at high capacity, it's hard to believe the poor service at the dining area.
Housekeeping was very friendly and did a good job. The hotel did provide two free bottles of water a day. Granted that was part of your $25 resort fee.
Would I go back here again? Probably not. I would definitely try another property.
September 24, 2013
Rated 5 out of 5 by tamtam16 Outstanding Experience
We were at The Westin Maui to celebrate our 25th anniversary and our birthdays. We received leis upon check-in. After we arrived at our room, we were surprised with a birthday cake. We also received a free bottle of champagne for our anniversary. The housekeeping staff did a great job of cleaning the room. The entire stay was wonderful!
September 23, 2013
Rated 3 out of 5 by keefer how can the room not be ready
My flight from SFO was delayed 3 hours and we arrived at the hotel at 3.30 pm. Our room was not ready until 5pm and then took 30 mins to get our luggage. the comp'd us a cheap bottle of champagne and we lost a day of sunshine.
September 23, 2013
Rated 2 out of 5 by OttawaTraveler Beware of construction NOISE - we moved elsewhere
We did book 4 nights for what we hoped to be a stay in paradise. Decided to check out after the first night as we could not stand the constant non-stop very loud noise of workers drilling and building on our floor and on the rooms above. Be aware that there are heavy construction going on in one of the tower. We have asked to be moved to the second tower but that option could not be accommodated (there was already a long list of dissatisfied people who asked for the same request). It was ridiculous of Westin of booking customers in the tower being under renovations (the whole tower should be closed to business during such heavy work on-going). This was very unfortunate as the hotel grounds are immaculate, pool is fantastic and the location is direct on a beautiful beach. But It was not fun at all not being able to have a pleasant stay in the room for an afternoon nap, to check emails or for whatever reasons without getting a huge headache. It was not out idea of paradise of being waked up early morning (noise starts at 7:00AM as trucks arrive and then goes completely crazy from 9:00AM to the end of the day). There was construction on our floor and on the whole floor directly above our room. Email sent to the general manager has received no response which led us to believe they did not care much about the inconvenience to their customers. Anyway, we decided moving to another resort and had a fantastic time there, but we would have known prior to this trip then we would have made very different arrangements as more options would have been possible, it is never fun having to change reservations at the last minute, e.g. in our situation when we realised that staying at the westin could have ruined what we hope being our dream vacations.
September 22, 2013
Rated 4 out of 5 by WeekInMaui Great hotel, but undergoing renovations
Hotel rooms are "tired" and need to be updated - management is currently doing so, but in the interim the construction noises can be very disruptive during the day. However, resort amenities are great and Relish Burger Bar dishes up outstanding food. Location right near Whaler's Village is phenomenal! In-room internet kicks you off many times within short periods of time - very annoying.
September 22, 2013
Rated 5 out of 5 by Tsg5658 Great Trip!
We had a great time during our stay and can't wait to come back to see the remodel!
September 22, 2013
Rated 3 out of 5 by Hess47 4th time stay
I have been an SPG gold member for several years now. I asked the booking agent, concierge and rooms manager before our arrival for an upgrade to the beach tower. I was told upon check in that the tower was booked. Being the shoulder season I hardly believe that. We are on the 6th floor Ocean tower. We were there from 9/13-9/21. I thought they would at least put us on the 11th floor newly remodeled rooms. No such luck. Guess Gold status does not have perks it used to. WiFI is terribly slow. Took hours to download iPhone new operating system. They charge $15 per day for faster speed. I can go to Starbucks and get fast free WiFi for buying a cup of coffee. Total rip off. Even charge for internet to print boarding passes in business center. With the thousands we spent on food and beverages should have been free upgrade and free business center. The restaurant Tropica used to be great. Under new owners and is terrible. Cannot even eat buffet there for breakfast by ocean anymore. Food is terrible now. Need to buy the restaurant back. After room remodel hotel rooms should be much nicer. Relish menu is good but seem limited compared to old menu. Noise all day long from construction. Replaced our favorite beach chair person Robert. He was laid off. Guess they contracted with outside service. We decided next trip it is time for a new hotel. Would not stay here again. Stayed here 4 times and this was our worst. Seems to have gone downhill over time.
September 22, 2013