Rated 2 out of 5 by Kim1213 Terrible honeymoon experience
My wife and I stayed at the Westin Maui for our honeymoon, which we arrived full of optimism based on our experience in Oahu with another SPG hotel. Upon arrival, the receptionist was very courteous and told us that no room upgrades (included as part of our honeymoon package) were available due to the holiday season, which was understandable given that it was late December.
When we arrived in our room, which was a room overlooking a concrete rooftop view in the Ocean Tower, I noticed that we had no shampoo and conditioner, so once again, we overlooked that and just called the front desk about it. The staff brought up the toiletries within 15 minutes, so that earns a star. The bed had a divot my wife's side, which was very uncomfortable, but she and I just cuddled on my side of the bed.
This is when our experience went downhill.
The second night when we returned from our day activity around 8 PM, the parking lot was completely full, but not in the sense that all the spots were taken. No, a handful of spots were "not parkable" because some of the guests decided to take up two spots. We took a picture of one of the cars, but the valet attendants said they couldn't do anything about it. They did generously offer to valet our car for no charge, so that gets another star. We came back to our room to take a shower, only to find we had no conditioner, only two towels, and no floor towel for the shower. The lack of the floor towel wasn't a big deal until we got out of the shower to find the floor drenched in water, which I gave the hotel the benefit of the doubt and blamed it on myself for potentially making such a mess. I had to use my body towel to soak up the mess after I used it. However, I soon discovered why the floor was drenched shortly the next morning.
I woke up the third morning of our stay to use the restroom, only to be drenched in what I sincerely hope was not water from the above room's toilet. My wife recorded the dripping on her phone to document the situation just in case management tried to deny the incident. One of the staff did come up to fix the leak promptly.
I called the front desk and asked to speak with one of the customer hotel managers, which the receptionist obliged. I reiterated my unsatisfactory evaluation of our stay thus far, giving the hotel a chance to rectify the issues and improve the rest of our stay. The manager said she would need to get back to me, so I gave her my personal mobile, as my wife and I needed to head out for another one of our honeymoon excursions.
I am currently writing this review at 10 PM HST, and no calls have been made on my mobile nor any messages were left on our room phone.
I went down to the front desk to ask them for a feedback card, only to be told that I will need to file my feedback online - so here I am documenting my experience at the Westin Maui on my honeymoon.
We will not be returning to the Westin Maui the next time we do visit again.
December 23, 2014
Rated 1 out of 5 by HLF251 Very Poor Customer Service ( Receptionist)
My Son had injury in main hall, and when we ask for Band-aid to Receptionist, She told me to go to Retail Store located in Hotel and buy the Band Aid.
That shows how poor the staff are trained in the hotel for this kind of incidents.
December 9, 2014
Rated 4 out of 5 by Donia Great employee
First impression was excellent as we arrived at the front desk, we were helped by a woman named Dawn, she was a breathe of fresh air, very helpful & knowledgable, and during our stay was our go to person for any help.we plan on a return trip
and hopefully Dawn will there to greet us again.
Only complaint was pool side loungers ,were very uncomfortable, need cushions badly
January 21, 2015
Rated 1 out of 5 by LN1234 Not Up to Westin Standards
As a platinum member, I have stayed at many Starwood properties and this was by far the worst. While the facilities were average, the service was horrible. The staff had absolutely no accountability or concern for the guests. Examples include: While valeting my car, I dropped a bottle of water. Instead of offering help, the valet encouraged me to climb under the car to get it. He did not offer to help, or even move the car to make it easier. Also, I rented the cabanas and was told it was from 8 - 5. At 4:15pm, I was told by the cabana attendant to leave because she was short staffed and her shift was over at 4:30. I was not allowed to stay until 5pm. These are just two examples of many that occured during my 4 day stay at the hotel. I will definitely not return.
August 22, 2012
Rated 5 out of 5 by Sharrie Above and beyond our expectations
The logistics of dealing with a 12 hour gap between hotel check out time and a red eye flight home made us consider paying for an addtional night's stay- even though we'd leave by 7 PM to get to the airport. The Westin Maui Resort has made leaving Hawaii a much less difficult process by providing us with a hospitality room where guests that have checked out earlier in the day can shower and change into travel clothing after spending a pleasant afternoon at the pool. The staff was totally committed to making our stay a wonderful experience and having these extra amenities was so thoughtful and greatly appreciated! Mahalo Westin- we'll be back!!!
May 22, 2013
Rated 2 out of 5 by SPG421 Disappointing
Rooms were nice and well cared for. Got a nice welcome gift of champagne as this was my honeymoon, which was a nice touch. Hotel facilities (e.g., gym, pool) were uncomfortably crowded - often insufficient pool / beach chairs. Additionally, the parking lot was full every day and we were forced to valet our car (though at not additional cost). Spa was fantastic but pricey.
Concierge only had suggestions for Westin-affiliated activities. Brunch was outstanding; the rest of the hotel food was mediocre. Service from wait staff was poor (e.g., poolside, restaurant servers) but the bartenders were great. Robert (Cabana attendant) was superb and attentive.
July 1, 2012
Rated 3 out of 5 by djc0185 An Opportunity Missed
I have mixed views. This is a beautiful property in an idlyllic location. Most of the staff is friendly and outgoing. Because of this alone, I will go back. However the food is really average and as a result only had dinner there one night. The hotel is next to Whaler's Village and its two beachfront restaurants are full when the Westin's restaurant is empty. That should tell you something. Likewise the spa is average. The massage was competent, but the spa treatment started and ended there -- no spa atomosphere in the waiting area and you had to go to the lobby to get soaps and lotions if you wanted a shower after the massage - why? Finally, I had requested a suite using the suite night awards and was told before I arrived they did not have any. However, upon arrival my wife told the desk clerk we were there for our 30th anniversary and we were a little sad not to have been upgraded. The very helpful front desk associate magically found one. We were very appreciative -- it was very generous and sweet. The question -- why wan't this suite given to me before I arrived as it should have been under the suite awards program. As a Life Time Platinum is was a little disappointing.
January 14, 2015