Rated 5 out of 5 by ross87 amazing hotel!
We had an amazing vacation at Westin! our room was beyond beautiful, with an ocean view and a very comfortable bed) everything was very nice, staff always helpful, especially Jason at the front desk. The hotel itself is very beautiful along with the premises and a nice beach. The location is great also with many places to eat and shop within a 2-5 minute walk. I can definitely suggest this hotel to those wanting a great get away location in Maui.
July 9, 2014
Rated 5 out of 5 by JKO582 Only 1 issue
We had a wonderful, relaxing mini-vacation!!!!
The only issue was the adult pool/hot tub area.....it didn't seem that anybody was patrolling the age of the individuals in the hot tub. Every time we wanted to enjoy the hot tub it was full of children/teens (under 16 for sure). If you are going to post the area as "adult only" you shouldn't allow children in the area.
July 9, 2014
Rated 5 out of 5 by Jenn97 Unexpected Extraordinary Experience
Really great experience that was beyond what we expected.
July 11, 2014
Rated 1 out of 5 by weijonny30 Honeymoon paradise
We were here for our honeymoon, stayed in Luxury Suite! LOVE the room, the view, its breath taking!!! the pools are just great! perfect for adults and kids! we would come back here again without a second thought! Thank you Starwood staff for completed our honeymoon!
July 10, 2014
Rated 4 out of 5 by JOldschool Great Vacation Spot
Had a great time with the children for our 6 night stay. They enjoy the pool and great beach. The gym was great for my wife and I and allowed us to stay active while there.
July 10, 2014
Rated 2 out of 5 by Jimmy Inconsistent with Westin or SPG quality standards
This is one of the few exceptions that I ran into, where I can see obvious departure from Westin Brand or SPG chain quality standards:
1) Our room was not cleaned after 8:50pm one day, and we did not have any signage on the door to stop them coming in to clean
2) Our valet parking ticket was lost by the hotel people, we waited 20 minutes under the hot sun for the car, until I noticed that 4-5 people came after us got their cars from the valet.
3) I notify the hotel management on this short comings, and there seems no apologies or make-up gestures for these very much hassles that we endured.
4) The breakfast buffet was abundant but not of high quality - even the taste of pineable was blend, and this is on Maui island.
April 8, 2014
Rated 5 out of 5 by jkbig68 Great vacation
Great vacation! Would definitley stay there again.
July 10, 2014
Rated 4 out of 5 by Renoxy Comfort and Courtious Staff.
The Staff was very helpful and courteous. The room was comfortable and clean. The daily service was professional in all aspects of their work. However, there is one thing that needs attention, it would be to adjust / repair the elevators which are extremely noisy and would periodically interrupt our sleep.
July 8, 2014
Rated 1 out of 5 by KellyB25 Poor Staff & Management
The hotel was a little dated but still a nice property although $511/night seemed a little steep. Had major issues with housekeeping and having our room cleaned and getting turn down service; spoke with 2 separate housekeeping "manager" on 2 separate days and still nothing resolved. Then they shut off my internet access the day we were leaving and I had to go to front desk to get it turned on. I've never had that happen. Now I have been trying to have our billing statement emailed to us and after 2 weeks I still can't get it despite calls and emails again requesting it. Not good and very surprising for a Westin.
April 7, 2014
Rated 5 out of 5 by Dreamtrip4 Best Vacation Ever
The resort exceeded our expectations. The staff was friendly . We loved being greeted by Mike daily and our pool service by Dwayne was wonderful everyday. My kids enjoyed Alex (the slide guy) as he became known as they swam everyday in the amazing pools. The front desk staff was courteous and helpful. Our luggage was accidently misplaced for a brief time and the staff went above and beyond to accommodate us and make up for the small mishap. Everyone was helpful with tips of things to do ...especially Dwayne. Larissa was very helpful booking our excursions. So happy that she told us about the Luau on site because it was wonderful and my son loved the fire show . The trip was wonderful and we cant wait to come again!!!!
July 2, 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 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 2 out of 5 by Jack252 Great hotel; poor customer service
This hotel is gorgeous (great pools and nice rooms). The beach is amazing, especially if you walk down to Blackrock where there is great snorkeling. It's also in a great location (next door to Whaler's Village for a quick bite and just a short drive to Lahaina, Maui's funnest town).
The down side was the customer service. The hotel seemed overcrowded - hotel staff just couldn't keep up. Our room was dirty when we checked in and the staff was unhelpful and rude at times. Although we are die hard SPG'ers, this hotel tested our loyalty.
November 12, 2011
Rated 1 out of 5 by doronski Shocking
There is little to redeem this hotel.
1. For what is offered, the rooms are terribly over-priced
2. The room was not ready on arrival
3. The room was dirty
4. The bed and pillows were awful
5. The staff are inattentive and lazy
6. Staff walked into my room at 8.30am when I was asleep.
7. Breakfast buffet was a trough
July 13, 2012
Rated 5 out of 5 by Mack2014 A great spot for a vacation in Hawaii
We have stayed at the Westin Maui two times for family vacations and absolutely love it. The staff is awesome and the facility is well maintained. Also a great location on the Kaanapali beach with Whalers Village shops right next door and a lot of beach activities right on the beach in front of the Westin.
July 6, 2014
Rated 3 out of 5 by alibee1 Not so great
In defense of this hotel, it was operating at full capacity when we were there. It was explained to me that a room upgrade for SPG members can only be for one level up- so we were "upgraded" to a garden view room. This room was small and smelled moldy. When I complained, I was offered another room with a view of the roof a few doors down, with the same smell. I kept ours. They had run out of welcoming leis, check in was quick but the attendant did not review the map of the hotel or programs that were offered. All coupons and help in planning outside activities is done through your personal concierge who is interested in getting you to tour their timeshare villas down the street. Rollaway beds are gratis and comfortable but make the room seem smaller (340 square feet for a basic double room). Tips- get the daily schedule of hotel activities at the sometimes manned concierge desk across from the front desk, take the free ukulele lesson (very good). When self park lot is full, they will valet you for free (lot is quite small). Ask about the SPG kids program for food however, it is better to eat off site. Did not feel too special here- they did send us a bottle of champagne for our 15 year anniversary but this place lacked the personal touch and effort from staff. The lobby is breathtaking with waterfalls, flamingos and a black swan. But overall, I wished I had stayed elsewhere. Late check out was not available either and they d not let you know until after 8am the day you check out.
November 16, 2011
Rated 1 out of 5 by Scazz40 What a Disappointment!!
From check in to check out staying at the Westin Maui Resort was a great disappointment. When we arrived at the valet we entered a war zone of a construction site. At check in we were met by Joven, customer service I guess is not his area of expertise, a surprise for a front desk representative. We were not given the requested room assignments, were told our pre-paid itinerary was not valid and there was nothing he could do. Reluctantly we proceeded with check in only to be informed the rooms were not ready. We waited most of the day for a call from the front desk, and promised when the room was ready they would call our mobile phone. After waiting hours for a call we decided to check with the desk only to find out the room had been ready for hours. We checked in and discovered we were on the second floor near the elevator and in rooms with a common outdoor walkway adjoining all the rooms, not feeling very safe, traveling with children who were sharing the adjacent room. In fact we were disturbed by a security person to retrieve a fallen bathing suit from a floor above. I contacted the manager Blake, and the theme continued, rude and unaccommodating customer service. After contacting SPG corporate and days later we were finally moved to an ocean view higher floor. As an SPG member and someone engaged in the film and tv business as a producer that books hundreds of nights at W's and Sheratons for my staff and partners I was shocked by how me and my family were treated. This was my 20th anniversary, and I had amazing experiences in Oahu and Kauai. No Lei greeting, gesture for our troubles. My stay at your property was very disappointing for my family and I, time and memories that we'll never get back. Live and learn, what a shame. sincerely, John S
August 31, 2013
Rated 4 out of 5 by Rx2Relax Kick into relaxation mode!
A lovely time was had at the Westin in Maui, HI! The grand entrance into the hotel is just that-- Grand! The Westin has the BEST bed & pillows. The beach was gorgeous, the adult pool was relaxing and well maintained. The only downfall were young kids in the hot tub for long periods of time which didn't make me want to use it. Overall, lovely & relaxing!
July 5, 2014
Rated 4 out of 5 by NeilK Beautiful Facility, mostly helpful, friendly staff
Place is gorgeous. You are not hounded by people trying to sell you timeshares. Food and beverages are "good", but not great, sand nowhere near the prices charged. You will be charged for every conceivable thing possible, with the exception of Air Conditioning.
July 5, 2014
Rated 3 out of 5 by Gmonastiero Living in the middle of construction zone
I have been coming here for over 10 years
After this visit , it will be the last !
Booked 3 ocean front rooms but when I showed up I was informed I was downgraded due to overbooking !
Unreal a platinum member and years of loyal service . Nice way to be recognized .
Great they are updating the hotel , but not a good idea at the cost if loyal spg members that book your most expensive room ( 3 to boot). The place was a full blown construction zone . When I booked I was told the work would be complete and not to worry . What a waste of time very disappointed .
January 4, 2014
Rated 5 out of 5 by Joey62P Great staff
Where do I begin? Check in was easy and the guy checking us in was very friendly and helpful. The cleaning crew was ALWAYS friendly and helpful. And then there was Michael. My grand daughter built a friendship with him from the day he offered her a cup of Cheerios to feed Newman. We looked forward talking to him every morning and gather his knowledge of the surroundings and our daily dose of Cheerios to feed Newman and the swans.
She also looked forward to playing "tag" as much as I think he did. Much thanks to him and the staff for making it a memorable stay. The check out was very simple and quick but sad only because we had to leave for home. We certainly appreciate all the staff did to make it a welcome stay.
With warm regards,
Joey, Marsha and Joey K.
June 29, 2014
Rated 1 out of 5 by michael5 Sr Vice President
The Wifi had one bar the entire stay. Also kicked me off so many times I lost count. Then on the last day I was woken up by construction work on my floor. The staff I dealt with were all very nice.
Parking also was a nightmare. Those tinny spaces how do you expect anyone to park in them unless you have a very tinny rental car. I had a small USV and it was impossible to park
December 12, 2013
Rated 1 out of 5 by Edwin Complaint was not addresed
On my second day of stay, I complained to the customer relations manager regarding the subpar service in the hotel specially the beach services. She promised to refer me to the Beach Services Dept but did not received any call or email from the said Dept. The beach equipment (umbrellas & chairs) were sp expensive to use for only 2-3 hours!!
June 21, 2012
Rated 3 out of 5 by kgw1 "Upgraded Room" means "over the loading dock"
As a resort, it's as good as you would expect. Great pool, lots of kids for ours to play with and next to a good beach.
We paid for an upgraded, ocean view room. They didn't explain that it would be just above the loading dock (no sitting outside in the morning unless you like the sound of diesel engines. In the evening all you could hear was the air conditioning).
As part of our resort fee, we were supposed to get a "free" family portrait. We understand there would be an offer to purchase more, but the woman selling them was not particularly friendly and was giving the hard sell for a $600 package of photos. It was so offensive, we didn't even sign up for the free one.
The front line hotel staff were very friendly and professional - our issue is with the way the hotel is marketed and managed.
June 29, 2014
Rated 3 out of 5 by CindyW05 Maui Family Resort
This resort is good for families with small children. The beach area is it's best feature - great access and quality. However, restaurant and snack offerings are expensive and very limited. Whalers Village is accessible but limited in choice and spend. Resort is very "dense" based on amount of guests vs. space.
July 2, 2014
Rated 5 out of 5 by Jimmyrnr Excellent Stay
Very helpful kind staff. Never had a problem. Pools, slides, rooms, food, luau, shopping, shuttle service. All in all an excellent place to stay. I will come back again ASAP.
July 3, 2014
Rated 4 out of 5 by Castros2014 Mahalo Westin for a great stay
This hotel has it all for a great family vacation. It has terrific pools, with a waterslide, which my family just loved. There is Whalers Village within walking distance. A great area to snorkel and cliff dive from. Lots of shopping, places to eat and things to do within a 15-30 minute drive. I just wish we had more than a week to enjoy even more that there was to offer, because we found ourselves wanting to just hang out at the Westin.
June 30, 2014