Rated 5 out of 5 by ddona this hotel is awesome! the best!
at the beach stand; sunglass clerk was very rude to other co-workers. it was very unprofessional in front of guests. she yelled on the radio (walkie talkie) and yelled to another staff person.
beach chairs and umbrellas - guests should be told ahead of time that there is a charge. after we seated ourselves and set up and were comfortable only then were we approached about the charge. what were we supposed to do. I also saw that happen to a large family and older people. it's as if it's their strategy not to put a sign and wait until you are comfortable and then let you know there is a charge. I didn't think that was very "westin". thankfully every other experience everywhere else was 100% or better or that would have been the only memory for us.
May 29, 2015
Rated 2 out of 5 by byebyeWestin Not the Westin experience you would expect
My stay started off negative before I even arrived in Hawaii. I had requested a suite night award upgrade and a day before check in, I was notified by email that no upgrades were available at the time. This was frustrating because it was the first time I had tried to use the platinum perk and this would likely be the only time this year my wife and I could enjoy a suite together. At check in, we received a view upgrade, which was great, but the room was quite small. Last year we stayed at the Sheraton, practically next door, and the standard rooms were larger there. If you do get a Westin "garden" view and you end up on a low floor, your view will be of the parking lot.
My wife and I decided on free breakfast as the platinum gift. It was a buffet offered at Relish restaurant. We went a few days during our stay. The spread is pretty amazing, pretty on par with what the Sheraton has too. Watch out for the birds! They will try to get food from the buffet and your plate, even if you just turn your back for a few seconds. Some of the hot items at the buffet are rotated, so breakfast is not exactly the same every day. For other platinum folks, you will be happy to know that the free breakfast includes the full buffet, not just the continental items. The service is very slow at Relish, both for breakfast and lunch. I recommend going early to avoid the crowds and also, ask to be seated on the beach side if you want something a little quieter and less hectic. Keep in mind, Whaler's Village is right around the corner, well within walking distance, so if you don't feel like venturing far but you also don't want to overpay for resort food, you can check out some of the restaurants there.
Housekeeping: This resort charges a daily resort fee of $30 plus tax. It includes a package of items, one of which is two bottles of water, replenished daily. We had to ask for water the first two days because housekeeping had not replenished it. Also, one one day, our room wasn't cleaned until we were out for dinner, which seemed a little late to us.
Pools & Beach: This has got to be the selling point for the Westin. Their pools and location on the beach are amazing. They have an adult only pool, great for couples. If you are pale like me and need the shade, get down to the pool early (like before 7am) otherwise all umbrella shaded loungers will be claimed. Westin allows guests to hold loungers for 60 minutes, so you can drop off your towels on your preferred loungers and then head to breakfast. People do abuse this rule (leave their towels down for 2+ hours while they are off doing other things) and it didn't seem to be strictly enforced, so that may annoy you like it annoyed me. We got cabana #19 one day since all the shaded spots were taken by 7:20am. Our cabana service was the best we had at the Westin! It is $75 for 8-4pm, platinum members get a 15% discount. This is worth it if you have extra money to spend.
Check out: Our flight was at 5pm, so ideally, we would have liked to have our room until 2-3pm. Check out is noon. I asked for a late check out, after all, the 4pm check out is one of the platinum perks, but as the hotel was sold out, they could not accommodate that. We stayed in our room until noon, and housekeeping came by about three times that morning, eager to turn the room for the next guest.
I was trying to treat my wife to a first class vacation, but the Westin disappointed in the end. I would not recommend this hotel to other SPG elite members, the recognition just isn't there.
May 28, 2015
Rated 3 out of 5 by Jezza5555 Basic
I don't want to sound like a spoiled baby here, but being platinum with starwood I have pretty high expectations. Especially at Westin properties, which I consider above average.
1) My suite night awards were rejected. I'm sure they were pretty full, but still disappointing. We were upgraded to an oceanview room (mostly pool view) as a consolation.
2) Very small rooms. The rooms were in good shape, but this hotel must be very old considering the room sizes.
3) The SPG recognition was minimal. They gave us free breakfast in the morning, but no other recognition. The better hotels I have stayed at have given us some sort of welcome treat and a card from the staff or manager. Nothing here.
4) Indifferent front desk. While standing in the SPG check in line (a very long line) one of the two agents left for the night.
5) Confusing WiFi. Logging in the WiFi here is a bit of a puzzle. It's not supposed to be this hard.
6) Time share sales. The concierge kept leaving messages for us. I don't want a time share. I'm on vacation. Leave me alone.
This hotel is getting by based on their location. Other than the location there is no other reason to stay here. Save your points and go to Kauai.
May 25, 2015
Rated 5 out of 5 by Rumplestilskin Gorgeous Property
The Westin is absolutely beautiful. It met our expectations in every way.
May 17, 2015
Rated 3 out of 5 by jay326 Expectations
First and foremost the long lines to check in were horrible. Approximately more than a half hour to be checked. Secondly the parking was horrid as the spaces were so small you could not even get out of your car. The parking attendants - mostly were rude and not very helpful with an attitude. The dining choices were limited to Relish bar/restaurant as the choices next door were much better. The lobby was nice but could use some revamping. The room could also be revamped as it just didnt feel like a Westin or Starwood Hotel. The pool was alright but lack drink service and closed too early at night. The only highlight was the happy hour prices at the pool. Hotels needs a bad makeover as it is a disgrace to be called even a Westin category of hotels. Starwood Group should be emabarrassed of this hotel to be in their family.
May 7, 2015
Rated 4 out of 5 by Rkerrigan3 Great property just wish our room type was honored
My husband and I are celebrating our 5 year wedding anniversary and his homecoming after a seven month deployment to the Middle East with the Marine Corps. Thus, all we truly wanted to do was sit and be with one another, therefore, we booked an Ocean view room during our stay. We had plans on sitting on our balcony together just looking out and seeing the ocean. Not only did my husband spend 7 months staring at dirt we are stationed 45 minutes outside of Palm Springs where the thought of an ocean view is only a dream. This again why booking an ocean view room was important to us. Upon checking in this afternoon we were told we were upgraded from an ocean view room to a duplex room and we were thrilled and so grateful. However, when we walked into the room and saw our view was of the ocean view tower, pools, and slightly the ocean our hearts dropped. This was not at all what we wanted or what we booked. We called the front desk and expressed our concerns and asked for our originally room back and we were told it was not possible. This was very upsetting. I am beyond upset and disappointed in Westin and just thought someone needed to be told about our issue. We are only staying for two nights before we head to Hana and then back home so knowing that the one ocean view we had hoped for was ruined defiantly was upsetting. I just hope in the future this doesn't happen to someone else. It defiantly was a huge disappointment on our end and I would hate for someone else to feel the way we feel now. If you are going to "upgrade" someone please make sure it is an upgrade and ask if this is ok before taking action. Show the vistor the difference and let them decide if it is worth it to them- it was not worth it to us at all!
May 7, 2015
Rated 5 out of 5 by Sana the staff was amazing
Brandon from the front desk, Kai from activities and Kealii from the shuttle were so great i decided to write a review. I usually never review places but this was exceptional. The beach was perfect. The rooms were clean and the staff was friendly. I could not ask for more . THANK YOU
May 6, 2015
Rated 5 out of 5 by RufusInHI Legendary Kaanapali Hawaiian Resort
OVERALL IMPRESSION: My favorite Maui Resort. HEART. Superb resort facility.
SPG RECOGNITION: Gracious Hawaiian Hospitality. Great recognition of my SPG status. I got a fantastic ocean view room upgrade.
Room: Well maintained and clean. Fantastic Ocean view.
LOCATION: On Kaanapali Beach. Situated on the best beach section of Kaanapali and conveniently located next door to Whaler's Village (shops and restaurants).
EXCEEDED EXPECTATIONS: The resort pool is hugely breath taking and a kid's dream.
EXTREMELY BELOW EXPECTATIONS: Nothing.
April 26, 2015