Rated 1 out of 5 by tom60 room accomadations
I can't believe that you could say you did a upgrade when you put us directly above the service entrance for deliveries. We were awoke at 5:30 every morning for deliveries from trucks noisy people and trash trucks. I could understand this if it was a 100.00 room not a WESTIN RESORTROOM I guess being a star rewards means nothing as this is for repeat customers and i did not recieve repeat experience but a poor experience. This was a vacation in Hawaii not NYCity. We asked for a room change but only told filled up. We also refered our freinds to your hotel and they also experinced the same as they were next door to us. Thank you for making our last 4 days a miserable experince.
February 20, 2013
Rated 2 out of 5 by NotThrilled42 This hotel was OK
No comments - if one can't say something positive, then they should keep their comments to themselves.
September 5, 2013
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
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 2 out of 5 by Smythe1234 Dirty and Rude
We were part of a wedding group of 14+ staying at the resort and I feel compelled to post a review because everyone shared a similar experience.
Check-in was a fiasco with the bride and grooms room not reserved properly, and the person behind the counter showed zero interest in being proactive in finding a resolution. Others, myself included, did have correct reservations but were unimpressed with the attitude of those behind the counter.
Room cleanliness was an issue as well. For that much money I'd expect the occasional dusting above the wardrobe, wiping down of the door handle area, and someone would change the sheets at least once in 6 nights.
The little guy behind the bar in the adults only pool gave my girlfriend some lip about only ordering non alcoholic drinks one day. I'll give him the benefit of doubt and assume he noticed us drinking previous days, but asking that type of question could be taken the wrong way by someone who has issues with alcohol. Overall impression of everyone behind that bar was not good.
As for the towel check out, the new set up as of June 1 is an obvious attempt to peddle more upsell items while providing services. I don't need to take the "Maui Jim Challenge" every time I get towels.
Enjoyed the pool set up, some employees were helpful, but overall impression was not good. It's obvious there is an attempt to increase revenue underway, as we were not treated as valued guests, but as constant targets for additional cash flow.
June 2, 2013
Rated 2 out of 5 by Goodmant19 Anything but "heavenly"
We stayed at the resort from 6/23/13-6/30/13 and had construction going on daily from 9:00 am-4:00 pm. It sounded like the workers were going to fall through the roof above our room on the 7th floor. We also received notices twice that we would be without water in our room for several hours during the day. Who wants to go to dinner sandy and salty from a day at the beach because you cant take a shower??
The Westin is suppose to be known for their "heavenly beds", right? I've stayed at other Westin resorts and have experienced how wonderful they are.... And I'm pretty sure the beds we had at this resort were not the "heavenly" beds. They were horrible!
The people at the pool/beach activity hut were nice but wayyyyy too pushy trying to up sell items, especially the cabanas. They gave me the "used car salesman" vibe... Not good!!
On one of the days, my 18 year old daughter and her friend went back to the room to take a nap after the maid had already came and cleaned our room. They awoke to find the maid in our room. When asked what she needed, she asked to use the phone. She used the phone, speaking in a different language, and left quickly. I found that extremely odd!
The self parking lot needs improvement. The spaces are so close together, it was nearly impossible to get in/out of the car and I'm a pretty slender person. There were nights we couldn't find parking. After driving through the lot over and over waiting for a spot to become available on the last night, I decided to pull up to the front of the hotel and they were nice enough to valet the car for free.
July 2, 2013
Rated 5 out of 5 by Grumpy1962 This is one of the best hotels on Maui
The Westin Maui on Kaanapali Beach is a great resort. It has everything a person could want. The greeting we received upon checking in from Lori was outstanding. We were even upgraded to a Deluxe Ocean View Room.
The service throughout the hotel was great.
I would highly recommend getting the chaise lounge chairs and umbrella for relaxing on the beach each day. Price was fair.
The location could not have been better.
Parking was not a problem. Plenty of on site parking each day.
Thanks for a great stay. We will always stay here for future visits.
Keep up the great work.
June 18, 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 1 out of 5 by dsingh84 pools were great, and that's it. Disappointed
Sink clogs until someone got that fixed on our last day. AC repaired on last day as well. Not to mention the curiosity of someone that was in our room I'd we never got cleaning service when there was a half eaten Apple in the trash can that no one looked into after mentioning a couple times. Elevators smelled terrible by the way.
Banging over and over didn't help for the honeymoon relaxation, but we understood that was part of renovations.
We loved the villas time share presentation and were very close to purchasing that, but the up keep of the westin had us questioning a little.
September 9, 2013
Rated 5 out of 5 by Rosemarie52 This hotel has modern features
Mirror lights with both sides for double usage,shower with hand held sprayer and glass door tile throughout the bathroom very nice with a new and clean feel to it. Up graded carpet. Beautiful view outside of a luxurious waterfall with many pools to choose from. We wish for more days to stay.
July 2, 2014
Rated 5 out of 5 by Jorge64 Great Staff and Facility
I want to say all of the staff at the Westin were excellent, friendly and helpful. The activities personnel were helpful in they recommendations and setting up my activities. I would like to point out one individual that I think was above all, Alicia Zoetewy. As were the others, she shinned most of all in her efforts to help and guide me. She gave me details on a road trip that I was taking to Hanna, places to stop, things to see what to expect, where to stop and hike. She detailed these items on a map that I had and made notes on. Thanks to her I don't think I missed a thing. Her knowledge and experience helped me so much I can't say enough good about her. It was almost like she was on the trip with me. I will return and stay again at the Westin due to your excellent staff choices.
June 25, 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 2 out of 5 by Lu01 Construction nightmare
Was here for medical conference and stayed1 week of which My family endured Endless jackhammering, no water for 2 days and 2 faulty firealarms at 8pm or later at night of which when going down the stairs from the 10th floor encountered unsafe stairwells....electrical cords strung down the stairs, dusty/dirty, ...I wonder whar OSHA would think! They also charged my credit card for the amount of my stay of 1 week >2,000.00when it also had been paid thru the conference and took there sweet time crediting it back to my account after several talks with management. The front desk doesn"t know what there doing....They didn't even know when the fire alarms were going off. Would NOT recommmend this place to anyone !
November 12, 2013
Rated 1 out of 5 by Ceh613 This Hotel ignores its guests
I stayed at his property 3 times between Nov and Feb of this year, was only SPG floor once, despite lifetime gold status. On my middle trip I was charged 3 times for Internet access, 3 x $104 / week. I noticed when doing my expenses and phoned the hotel, was transferred to accounting, left my name, phone number and account number, no returned call. I was sent an email asking for this public referral, but if I had an issue to please send a private email. I did, along with a PDF image of my bill showing the 3 charges for over $104, no response from the Hotel.
Add to this frequent long lines at reception as another sign of uncaring staff and I recommend you stay at one of the other fine Hotels at Ka'anapali.
February 15, 2013
Rated 5 out of 5 by lrt1 wonderful Staff, Facility and location
I arrived at the hotel and discovered that I had the wrong dates on my reservation (this after Hawaiian Air lost my golf clubs). It had not been a good day. However, Dawn at the front desk was terrific. She fixed my reservation, found me a room and I had a wonderful stay. I would come back to this property any time I could (and I got my clubs back too).
June 30, 2014
Rated 5 out of 5 by MaiG Exceptional Staff and Wonderful Stay!
This is our second time around at this resort. I contacted the hotel directly to book my stay and I was surprised by the fact that they were very accommodating and managed to fit me in despite the last minute notice (and it was during the high season month of March!). I honestly can not say enough about this resort or the staff. We encountered only one issue during our stay and it was dealt with in a timely manner and to our satisfaction. The buffet breakfast was wonderful, the rooms spacious and comfortable, and the overall property is just stunning. The location is phenomenal as it puts you within reach of many activities and amenities as well. A special thank you to Minsun who made our stay unforgettable and truly understands what exceptional customer services really means.
April 7, 2014
Rated 2 out of 5 by JMNYC Disappointing service despite beautiful property
I am an SPG Platinum member and booked a room using Starpoints for an impromptu getaway. Having been to the Westin Maui as a child with my family, I was excited to return and introduce my boyfriend to the beautiful property I remembered -- the lovely artwork, the amazing brunch buffet, and the magical pool/beach area.
While the grounds were as beautiful as I remembered, and the pool/restaurant staff were lovely, the front desk staff disappointed severely.
I originally applied Suite Night Awards to the stay, but upon speaking with SPG Platinum Concierge before arriving, I was advised that availability looked good and I was likely to get a Platinum room upgrade without using up my Suite Night Awards. Upon checking in, I was told that the hotel was fully booked, and no Platinum upgrades were available. Not a huge deal, but the front desk wasn't at all apologetic. The mountain view room was fine, except for very slow drains in the tub and sink,
On our first day, we returned to the room at 4pm to get ready for a luau dinner, only to find that the room had not been cleaned. I spoke to the front desk to make sure there wasn't some sort of mix-up with our reservation, and the staff member defensively replied, "well, our staff have until 4pm to clean the rooms." When I pointed out that it was already 4pm and the room was not clean, she simply replied, "well, sometimes it takes them longer." I didn't actually mind that the room wasn't made up -- I simply wanted to make sure the hotel knew we weren't leaving -- but I did mind the unfriendly reply.
Besides the lack of a room upgrade, I was really disappointed in the Platinum benefits provided by the hotel. I understand that this is a resort property in a popular area, but there were virtually no Platinum benefits that didn't require additional purchase. Nearly all perks were 10% or 20% off additional purchases or services. As such, I didn't feel rewarded for my loyalty in the slightest -- I felt that any reward was contingent upon additional custom, which is contrary to how most Starwood properties acknowledge my loyalty.
One of the most appreciated Platinum benefits is guaranteed late checkout. However, this property doesn't offer this benefit -- Platinum late checkout is "upon availability." When I requested an extended checkout at exactly 8am the day of our departure (the first moment I was permitted to place the request), I was denied. Funny that it was critical that the staff clean my room immediately when I was departing, but not at all when I was staying. I ultimately negotiated my way to an extra hour in the room, but once again, the staff was defensive and unfriendly regarding my request.
While the property remains magical, I was disappointed in the service -- on my next trip to Maui, I will opt to pay more to stay somewhere else where customer service is a higher priority.
October 18, 2012
Rated 2 out of 5 by UNINFORMEDGUEST Under Construction
You need to inform guests that the hotel will be under construction and give them a deal for tolerating such conditions. The construction elevator, the back-up noise of trucks, the jack hammering, drilling, etc. We couldn't use our room during the day. We were woke up early with construction. This was annoying when you're on VACATION. Why are you doing construction during SPRING BREAK??? One of the busiest times of the year???
The key cards worked one out of 10 times.
The bathroom doors didn't lock.
The paint is peeling off. The wallpaper is bubbling all over the place.
April 22, 2013
Rated 5 out of 5 by kkim Best Resort
Visited this resort almost every year for past 15+ years and never been disappointed. Staffs are superb. Dawn at the front desk is one of the best people you can encounter. Always going out of her way, to make our stay better... makes you wanting to go back.
May 12, 2014
Rated 3 out of 5 by PMTH OK
The staff was very attentive. THe bed was very comfortable. The food was good in the Sugar house, but the bistro was only average. The breakfast buffet was varied, but the food was cold by the time you got it all. The drinks were always very watery. I stuck with wine, because you can't water it down.
When we signaled the "green" approach to our room, we got no service at all - bed was not made, and no change of towels.
The ac unit is starting to become mildewy and the toilet didn't flush well.
April 2, 2014
Rated 4 out of 5 by Shirley1225 We love Westin Maui Resort Hotel, but it needs help!!!
Our overall rating was good..we had some issues with some staff members, and our room was not always cleaned to our espectaions, i.e., supplies missing, also room was not properly cleaned on our last day (bath supplies only were replaced) but beds were not made before we left Maui. During 1st few days the refrig. froze everything incl. our drinks. Mechanic tech. turned down the refrig. temp. than it leaked water everywhere. We had to pay $73 for 2 sandwiches thru your in-room service + tax & tip.! That is rediculously high!!
**We are Platinum members of SVP!!!**
September 26, 2012
Rated 3 out of 5 by Janellem Westin Ka'anapali
While I appreciated the upgrade to an ocean view room, the room was not available until 3:45PM, even though they promised 3:00PM. My husband wasn't feeling well, otherwise this wouldn't have been a big deal. The biggest disappointment was the room was above the alley between whalers village meaning we heard the delivery trucks, the trash dumps, the recycle dumps, the backing up trucks, etc. Even with the door closed. I wish the front desk would have disclosed this as I would have opted for a room that was quiet without a view.
March 6, 2014
Rated 4 out of 5 by JAB47 Westin Maui
Very nice hotel. Self Parking was terrible. Pools were in need of renovation. Tile old and dirty. Pool chase lounges at adult pool needed upgrading to padded seating like the Sheraton next door.
SPG check in counter, two of the three people were not real friendly. Seem to be pre-occupied with their computer while answering your question. No eye contact?
Pool side service was excellent. Food at the Relish was very good as well as the service.
We would like to come back, overall nice place. Next door to Whalers Village was good.
June 18, 2014
Rated 5 out of 5 by Mauimama Simply amazing.... AGAIN!
We have stayed at this resort 5 times in the last 6 years. From the moment you step out of the car it's an incredible experience. The staff are all kind and welcoming and it's so wonderful to see the same familiar faces working there year after year. The newly renovated rooms are beautiful! So well done! The food on site is varied and delicious and the prices are typical for anyplace on the island. The convenience and proximity of Whaler's Village can't be beat! The location and beach are exceptional and the resort has everything you could ever want or need if you simply wanted to stay put and relax, but is also easily accessible from any place else you could ever possibly want to go. The spa is delightful and such a treat! We cannot wait to go back! Thanks for another exceptional stay!
June 21, 2014
Rated 5 out of 5 by 1Deb This hotel has great staff, good food, and great beach.
The staff are extremely nice and helpful. The safe was not working correctly and the service man came timely and the front desk called to confirm that the service man did come assist me. The breakfast buffet was great since they had a low fat option of grilled fish, miso soup, and fresh fruit. The beach was just beautiful and with the mountain back drops, it was relaxing and fun. Will come back again!
June 25, 2014
Rated 5 out of 5 by Brandonr88 Worth staying at the Westin
Hotel is very comfortable and clean. Staff was great, did not have any issues the eight days we were there. The food is ok, too expensive for a family of four to eat there on a regular basis. There are some other nice restaurants 15 mins from the hotel that have good food that are less expensive. Example-Gazebo restaurant on Napili bay. The pool area and beach in front of the hotel is great. This hotel is close to Whalers village (shopping and live music). I will definitely stay again.
June 21, 2014
Rated 3 out of 5 by Beda233 No ocean view
I wish I could post a current photo of my ocean view room. I'm sitting on my patio while my baby naps. We upgraded using starpoints because we knew we would spend 2-3 hours mid day back at the room while he napped. What a disappointment. We look straight ahead to the ocean tower and to the right we see the roof of the beach tower. We also had a nice conversation with the maintenance workers yesterday who were picking up trash from the roof we adjoin.
We can see the ocean if we stand up on our balcony, but that's the only way. Maybe I've been spoiled by Gold status over the years. With upgrades at check in at most resorts.
It's still a nice place, but don't upgrade. Not worth the points for what you get. Maybe paying guests get better views?
September 3, 2013
Rated 2 out of 5 by Nimul This hotel isn't all that great.
We decided to stay at this hotel for my 30th birthday. We had a Golf course and mountain view, which was ok. But then our TV broke and they changed our room. It all went down hill from there, the room they switched us to smelled like a sewer it was awfully loud and when I called to complain, they said they would switch our room again at 9:30pm! Considering we had 2 sleeping toddlers there was no way we were moving everything again! They didn't much to accommodate us either. I'm disappointed and probably will never return there or recommend it.
February 4, 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 FrequentLeasureTraveler Professional Frontdesk Service
We have tried several Maui properties and our favorite one is Westin Resort and Spa. We are returning to this property because we know that they will do everything to make our vacation be as memorable as possible. Our last stay was especially pleasant because both Ms. Ikeda helped us at front desk at several occasions and house keeping suppervisor Ms. Guieb professionally organised that our room is always cleaned while we were enjoying very delicious breakfast.
March 29, 2014