Rated 2 out of 5 by audioruss The room was very dirty.
Our room was very dirty. The floors were not clean and there were stains on the walls and on one of the comforters. In fact the comforter had been turned over to hide the stain! The furniture was very dusty and there were large amounts of dust “dust bunnies” around the night stand and under the beds. This was not what I expected from this resort. We complained and housekeeping sent someone up to do a better job of cleaning the room. This made about a 50% improvement in overall condition. However, during our stay, the effort to keep the room clean became worse and worse. I would not recommend this hotel. In additional to being dirty, our room seemed shabby and run down. The shower constantly dripped, the phone line going into the phone on the night stand was broken and would not stay plugged in the phone and the clothes line in the shower was broken. I asked for this and the phone to be repaired and they were not.
January 21, 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.
January 21, 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!
January 21, 2013
Rated 4 out of 5 by Hany60 Stay evaluation
It was a great experience. I sayed @ the Weston in Boston last march and I enjoyed it very much. The shower heads are the best. The bed is comfortable. The room will be better if it has bigger refrigator and add microwave.
January 18, 2013
Rated 5 out of 5 by clublogan pool area incredible
great service, pool area amazing, location is the best. waterfalls are incredible. very friendly staff. lots of activities to do at the hotel. love the pink flamingos and black swan.
January 17, 2013
Rated 4 out of 5 by Snowshoe02 Beautiful grounds
The Westin grounds were absolutely beautiful and the facilities and amminities were great. The rooms could use some upgrades and updates, but we spent very little time in our rooms.
January 16, 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 4 out of 5 by jmiller ok stay
hotel was nice was told they were remodling looked dated
January 14, 2013
Rated 5 out of 5 by speedy1927 fabulous stay
We had a wonderful stay with the most awesome room. I can only make one complaint...the line to check in and out was quite long and took at least 30 minutes...but the wait in that beautiful setting was not so bad.
January 13, 2013
Rated 5 out of 5 by colin007 Food
Food quality and menu has always been a concern for me. Owning restaurants I always compare menus.
January 11, 2013
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
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.
January 9, 2013
Rated 5 out of 5 by Jimm1 Another great trip!
We spent 2 weeks at the resort with one week in a premium ocean view and the other week in a ocean view room and both were great-- Actually liked the ocean view room better, even though is was a little smaller. The facilities were fantastic and the pool, while crowded a couple of day (it was at Christmas Vacation time though), space could still be found. The slide was the key. My 6 year old went down it about 200 times over the vacation. The staff did a great job!
January 9, 2013
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 4 out of 5 by AK2013 Hotel Concierge very gracious and helpful
We just loved our experiences with your concierge, Shirley E! She was so helpful and we always looked forward to seeing her smiling face.
January 8, 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 5 out of 5 by MJM2012 Great Location, Excellent & Attentive Staff
Our family had a great, great time. The location afforded the opportunity to enjoy the beach during the day and stroll along the Whalers village shops in the night and enjoy many of the beach side restaurants. The staff was very attentive and very quick to help. The room was very comfortable and I loved the double shower - great to have when you come back for a hot shower after day on the beach. I am already looking forward to my next visit. The only thing I would suggest is to add another hot tub - the current one is always crowded.
January 7, 2013
Rated 4 out of 5 by MauiTraveler Beautiful Location
This hotel has a beautiful location on the beach front. The lobby area is beautiful with a pond, flamingo's and black swan, plus a relaxing atmosphere. Among the 5 pool areas is a very nice, quiet adult pool area. There is outdoor dining near the pool with great drinks and good food selections. And, there is another outdoor dining area beach front where we enjoyed breakfast. The hotel is right next door to an excellent shopping/dining area called Whaler's Village. Catameran cruises board about 75 yards away down the beach. There are 2 golf courses directly across the street. The only marginal thing about this property is the service level provided to SPG members.
January 7, 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...
January 7, 2013
Rated 5 out of 5 by surferbroome Get the Ocean View!
We initially were slotted in a mountain view room, which did have mountains but only after looking over a parking lot...Our reservations were through a Collegiate tour agency with the understanding that we would need to upgrade after arriving.
The staff was helpful in effecting an upgrade to Ocean View and the difference was phenomenal...We had a great stay and found the location and staff wonderful...but we would not have been pleased had we looked out over a parking lot for the entire time...
January 6, 2013
Rated 2 out of 5 by ZJ12 Disappointed
While we were really looking forward to our stay at the Westin Maui, and we were very encouraged by the beautiful lobby area and pools, we were quite disappointed by several other aspects of the room, facilities, and service, which did not meet our expectations for a hotel of this reputation and price during our 6 night stay.
January 6, 2013
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 1 out of 5 by MtnMan66 Great location / terrible staff
Was staying on points. Tried to con me into taking a 1 king room for 2 adults and 2 kids. I had reserved 2 double beds. They insisted nothing was available. I contacted SPG central and they resolved the situation in 5 minutes. The front desk looked like a bunch of idiots. The hotel rooms and hallways are also in desperate need of refurbishment. Everything looked tired and worn out. This hotel definitely does not measure up to the Westin standard.
January 5, 2013
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 Marea Excellent Facilities
We visited the Westin, Maui in December. We had difficulties in the first instance when our room was not available and we had flown from Australia. They compensated us by not charging the resort tax which was good. Prices are a little expensive for drinks and poolside snacks. Prices for beach/poolside cabanas was also a little steep. Great location next to shopping centre and great views.
January 3, 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).
January 3, 2013
Rated 2 out of 5 by December2012 Needs updating
The pool was the best feature of the hotel.
The rooms need updating and cleaning (dead bugs on the ceiling, patio furniture was covered in dirt). The cleaning service did not do a good job at all. Mounds of dust left on nightstand around phone, patio was never cleaned, and the sheets had stains on them.
The concierge service messed up an appointment (booked it on the wrong day).
Nice access to the beach and a sunset cruise leaves directly out back (whale watching).
The fitness center has an outdoor area which was nice to workout outside.
January 2, 2013
Rated 5 out of 5 by CK56 Fantastic! One could enjoy Maui and never leave the Westin!
Up at dawn for beach meditation with a cacophony chorus of bird songs in the banyans, "Norman" the black swan serenely floating over koi in waterfall of open lobby; friendly helpful staff at every turn, from daybreak into the wee hours. I Sent a coconut postcard to my Mom. The true feeling of Aloha emanates from the Westin. Mahalo to you all~ I will stay here again. Warm Regards, C. K. jacksonville, FL (Of course we did drive to Hana and go whale watching and snorkel--but the Westin was Grand!)
January 1, 2013
Rated 2 out of 5 by Viki59 Needs Improvement
No atention to detail. our room was surounded with rooms that had screaming kids, ( that should be left for different floors)
room was very dated.
January 1, 2013
Rated 2 out of 5 by PPWood This Year's Holiday Celebrations Lacking
This was our fourth year to spend Christmas in Maui. Each year we come to Maui at least twice a year and spend most of our money at this hotel on food, spa etc.
This year's Christmas celebrations were lacking. Even the Holiday Activity brochure was void of celebrations. It did however, have a great deal of copy dedicated to the SPA. Hotel management does not seem to us to have any clue as to why returning guests return during the Holidays. No outdoor Christmas music as in the past-used to have a three piece ensemble each night- even the Pineapple Cider was available in the lobby only until the 25th and then removed at the dot of 5PM. It was usually served until the day we left the island. Come on guys, what can this cost!!! We did arrive one evening at 5:10PM and it had already been removed as it was advertised in the so called lack luster Holiday Brochure as being available until 5PM. The buffet selections in Ono's for breakfast have been reduced and those dishes that remain were sometimes disgusting and not the quality that we had grown accustomed to. We cancelled Christmas Eve dinner at Ono's because of the poor selection but both of us were really looking forward to the sit down dinner at Tropica on Christmas Day. We were very disappointed with the meal and the service. It was an experience that we would encounter if we attended a restaurant here at home on Christmas Day where second string waiters were working and certainly not the service or quality of food that we have been accustomed to at the Westin Maui in the past. Normally, we would choose the Christmas Day Buffet at Ono's but decided not to this year as it was usually crowded but the food and selections just wonderful Come to find out after we left Tropica that it was only half full this year with people and not with the selections as is in the past. Hotel customer service personnel caulked it up to the hotel being one third under renovations. But we did not buy that argument as we heard many customer complaints in general. On Christmas morning there was not even any recorded music played in the common areas let alone Christmas music. I looked around in the common areas with the exception of a few browned Christmas trees, it did not even seem like it was a holiday, It is interesting that we can compare this year with the past and have noticed a severe decline in all activities, food quality etc. There was virtually no holiday activities during the past week for anyone over the age of 10. Unless we wanted to join the kids making ornaments or having smores. What is going on here? Perhaps an edict from corporate to cut back? If so, they don't have a clue. Hotel General manager was no where to be found and the F &B Manager lacked the interpersonal as well as business accumen to realize how essential it is to mingle with guests. We have known the past general manager and the past three F & B managers and always found them to be sociable professionals who went out of their way to meet and greet the guests when possible. This was not the management team practices that we had been accustomed to. We will certainly rethink returning next Christmas. Never thought I would even think this let alone say it. We have always raved about the Westin Maui to our friends and family. The only redeeming factor is the staff-they were wonderful-at Ono's for breafast, the valet service and everyone else in general. They remember us each time we visit, warmly welcome us, call us by name and are the most accomodating hotel personnel that we have ever encountered--and I travel at lot on business and stay in hotels. The restaurant and hotel staff really make us feel like Ohana and we feel the same about them. The reason for our return at least twice a year is because of the m. They are the best but unfortunately they alone cannot carry the hotel through its management and quality flaws. I hope someone will take our comments seriously. They are meant because we want you to be the best again even through the long overdue renovation project. You have a problem -many of them- that need to be resolved if you are going to continue to attract returning guests such as us.
December 30, 2012