Rated 2 out of 5 by lunyc location is beautiful and staff was friendly
We really enjoyed our stay in Maui, the hotel is beautiful and the location is quite lovely. I found the cleanliness of the room to be horrible. There were discarded cigarettes on the patio of what we believed to be our "non-smoking" room. There was hair in the sheets of our bed when we pulled the covers back. The toilet did not appear to be clean and the bathtub was probably the dirtiest bathtub I have ever seen in a hotel (possibly ever).
When we checked in, I called the front desk to share our concerns about the cleanliness of our room and was put on hold for so long that we decided to walk down to the lobby to complain in person, twice. To add insult to the matter, the cleaning person took cash that we had left in the room (it was amidst personal belongings, book, laptop, room key etc) and left a note saying "thanks". The money was not for her and I find it hard to believe that there was any mistaking this fact. The front desk and guest services credited us the amount that was taken and were very nice with handling the issue... but they didn't apologize or thank us for letting them know.
The resort seemed very "family" oriented, lots of children. Our one complaint about the pool was that the hotel issues "towel cards" that we had to use to get towels at the pool. The staff made us wear brightly colored "westin" bracelets when we received the towels. It felt very "spring break" which was disappointing for a Westin in Maui.
November 28, 2012
Rated 3 out of 5 by LS2012 Construction started at 7:00 am
During our stay I was disappointed when I heard big rigs were delivering construction materials and were honking for the someone to open the gates. It looks like construction strarted at 7am not at 9 am. I called the front desk to see if the rooms could be switched and one of the front desk ladies told me she would look into it and call me back. She never did.
It left a sour taste in your mouth.
November 27, 2012
Rated 5 out of 5 by Nick318 Perfect Family Resort
The resort is extremely family friendly. The staff is very attentive to guest requests and needs. The restaurant team is excellent and takes great care of everyone. Even to the extent of putting names to faces.
November 26, 2012
Rated 2 out of 5 by KER1 Only average.
The rooms were a bit small and in need of renovation. The hallways were always dirty with room service dishes and stained carpet. For three of the four days we were there, the same two pieces of plastic trash sat on the carpet between our room and the elevator bank. The pools were noisy and crowded. The bar area near the beach was nice and reasonably priced. The front desk was always busy and the SPG Preferred Desk not manned enough hours.
November 21, 2012
Rated 3 out of 5 by MartinandMarie Evidence of "Deferred Maintenance" Abounds
The ocean front setting couldn't be better with direct beach access. That is the good news. The not so good news is- had to change rooms due to a mildew/mold smell in the first room and this was after spending almost an hour at front desk to try and secure a good room. Next came the not so hot- hot tub experience. The only jacuzzi on property is an above ground, small, lukewarm hot tub that is almost impossible to get into if you older than 25 (it's a treacherous climb in). For a "resort and spa" the spa (which I had two services for me and my fiance) was more like the local YMCA with the tiniest dressing area and whirlpool in a dark corner (oh and it had visible mold and soap scum in it). I'm sorry Westin but the only reason I can give you three stars is for the location and the rest of the issues were avoidable on your part.
November 16, 2012
Rated 1 out of 5 by Verified Reviewer Bad services on concierge and check in.
The room is very old and small compared to other Westin hotels. The room is nothing like the pictures on the hotel website. The people in concierge ,instead of providing me info, focus mainly on promoting the villa tour. It made my wife and I very uncomfortable. I got an free chocolate offer message from concierge. And when I went to concierge to claim the offer, the guy on duty asked me again about visiting the villa to get points before giving me the chocolate. When I said no, I could sense his attitude. From my understanding, isn't the concierge supposed to provide service to guests? You can feel they are not sincere about helping you.
I called in earlier upon my arrival to request king size bed and the lady told me she will add that in my notes for me. So when I check in, the other front desk told me he didn't see the notes and there was no room with king size bed. He told me that if I want I need to call everyday to check and depending on the moment I call. The service is lack of consistency. Very disappointing stay.
November 16, 2012
Rated 5 out of 5 by DellaH An Anniversary Spectacular
The hotel offers excellent facilities, the room was comfortable, and the bedding was luxurious. Amenities exceeded our expectations. We enjoyed the "adult only" pool and the beach at sunset. And to top it all off, the Westin provided us with complimentary champagne to celebrate our 41st wedding anniversary.
November 15, 2012
Rated 5 out of 5 by RobertandGina Excellent choice!
This was our first time to Maui together and we wanted it to be special. We were not disappointed! The property was beautiful, the rooms were very comfortable and the view was outstanding! All the staff were friendly, helpful and professional. We were so impressed that we are already planning our next trip here for 2013.
November 13, 2012
Rated 2 out of 5 by UhOh Is this really a Westin?
We are loyal SPG Gold members and decided to give this resort a try however we were gravely disappointed. When we checked, as Gold members, we were offered a complimentary upgrade however the room was located in a section of the hotel which was undergoing renovations. They said that the renovations were on the 11th floor and that our room was on the 8th floor and we would not be bothered. The noise from the renovations was horrendous and our child was unable to sleep in the afternoon due to all the noise. We would have requested a new room but we were already unpacked and settled in. When we checked out and complained about it, we were told that the renovations were actually being carried out on the 9th floor directly above us and he could not explain why we were told the 11th floor. I do not know why we were misled about this or how the resort benefited from putting us into this room but it made for a less than restful holiday. There were 2 adults and a 3 year old child and We stayed in a room with two double beds and the rooms are very small. If you are with a small family you will find it very cramped. There were no folding stands to put your luggage onto so our bags were scattered on the floor and desk throughout the room. To make matters worse, the ceiling above the vanity area in our room was leaking and every morning there was a puddle of water and we would get dripped on while making coffee. Some parts of the resort are falling apart. The ceiling in the hallway by the Kids Club was leaking and they had a renovation crew working on it all week and tubs of dirty water and drywall to catch the water. They cut off the water to all units from 12:00-3:00pm twice during the week because of emergency repairs. SELF-PARKING is a nightmare! The self-parking lot does not have enough spaces to accommodate all the guests (almost everyone who comes to Maui rents a car). We rented a Jeep Commander SUV and the parking stalls were too small and larger SUVs would have to occupy 2 stalls thus taking up more space. We had to pay to valet on some days just because there was no parking and there was a line up of cars waiting to self-park. My 3 year old child (who had to ask for a welcome lei and was never offered one at check in) was even asking to go home by the last day..
November 13, 2012
Rated 4 out of 5 by spring15 Great resort on Ka'anapali beach
This is the third time in ten years we have stayed at this resort, and more than likely will be back in the future. The only complaint we have with the resort would be the buffet breakfast. The breakfast was very over priced for what you received. There poolside grill and restaurant was very good and priced fair. Every staff member of the westin was professional with smiles.
November 12, 2012
Rated 5 out of 5 by Hestia If unhappy say so, the staff are wonderful at putting it right!
On initial check in I was given a room that I considered sub standard and was told by the receptionist that nothing else was available. I was disappointed and voiced my feelings later to Lori on reception she was very accommodating and moved me to a much better rooom on a higher floor. As a Starwood Gold member I wanted a late check out and again when I first checked in I was told this may not be available however on the day of check out Brandy on reception was exceptional with her service and although the room I was occupying was booked she moved me to another room so that I could have the late check out. With the exception of my inital check in all staff were very good and did everything to make my stay with you one that I would wish to repeat. My heartfelt thanks to your wonderful staff.
November 11, 2012
Rated 5 out of 5 by SirLane Great Island kick-back relaxation
This well run Island hotel does what we wanted on vacation perfectly. Efficient team at guest relations, housekeeping, pool service and all other areas where customer interaction is a priority. Upbeat positive people regardless of the time of day or night, especially early am when coffee is appreciated!
November 7, 2012
Rated 5 out of 5 by mikellh Our favorite Maui hotel
The Westin Maui has always been our favorite resort hotel on the island. The staff is the best! We were greeted at our rental car and greeted again inside the hotel before we checked in. Ronzi delivered our luggage to our room and was so kind and actually spent time playing the ukelele with us. The bartending staff at the Ono Bar is the best on the island! Not only do they mix the best drinks but they provide fun interactions and even remember names of repeat customers. Year after year we continue to include the Westin Maui as part of our vacation stay.
November 6, 2012
Rated 5 out of 5 by Tamm Great stay
I have always enjoyed this hotel but this was my first stay as a platinum member. I was upgraded to a corner suite and felt very pampered.
November 6, 2012
Rated 2 out of 5 by Kfran00 Sales Oriented Stay
I felt less like a guest and more like someone being hustled into a time share presentation by nearly every concierge staff member. Not cool. Other hotel staff were friendly and helpful.
November 5, 2012
Rated 4 out of 5 by Morris59 Kaanapali Oasis
This Westin was above average for the staff, but average for the facility with some notable exceptions. The pool is great, and the public spaces are very nice. However, the rest of the hotel really needs some face lifting. It does look as if some construction is occurring with the hotel. There's not much to recommend it from the front of the hotel as you drive up to it. The parking is a challenge, to say the least. Every night when we arrived back at the hotel, the parking lot for self parking was full. The good thing about that was that the valet takes care of the vehicle at no extra charge. The bad thing is that, obviously, there are not sufficient facilities for the guests. Maintenance of the property is somewhat of a challenge. The air conditioning was hit and miss (mostly miss). Hot water for shaving in the morning was a five minute ordeal at the faucet and then it was still lukewarm. The breakfast buffet is a typical high price, but missing the usual items at most Westin buffets like smoked salmon, Eggs Benedict, et cetera. Overall, I give it a rating of four. However, the location is absolutely stunning. If that were the sole criterion, it would rate a 5+!
November 4, 2012
Rated 4 out of 5 by SnowOwl Excellent Resort. Some Staff Needs to learn Friendliness.
My check-in experience was awful. Since we did not valet park, no one helped us with our bags. We had to unload them ourselves and I dragged it all into the lobby myself while my husband self-parked. The woman who checked me in was very underwhelmed with my questions and wasn't very forthcoming with information. Also, she didn't acknowledge my Gold status. I had to inquire about any available upgrades, to which she sighed like I was inconveniencing her and told me "There is just nothing I can do for you." Okaaaaay.
We went up to our room and found it to be clean and comfortable. The housekeeping staff were great all week. The restaurant staff were all great too. Bartenders, servers, etc were all really professional and efficient. The food was good too! They were really great at pointing out food/drink specials just in case we wanted to save a little cash on dining.
The concierge staff were AMAZING. Moni sent me a letter before our vacation introducing himself and giving he his contact info. He also called me before our arrival to see if there was anything I needed before our vacation. After our arrival, he called our room to see when we were available to get our welcome package and discuss vacation plans and see if he could help us with anything. He really went above and beyond. He has great knowledge of the island and full of information! Thank you Moni!
The staff at the Bell desk were always awesome, too. We did quite a few early morning excursions, so we picked up towels from them before heading out. They never did disappoint.
The pool is really awesome. I especially love that there is an adults only pool. It was a nice place to have some quiet and read a book on a lounge chair. The water slide is fun too!
Beach access is wonderful. Whalers Village next door is convenient. The shuttles are also really awesome.
Overall, I would stay here again. It is a beautiful property with plenty of amenities. The only thing is that some of the staff need to learn a little courtesy. I understand that it is a huge property with lots of visitors, but that is no excuse, especially at a Westin with Westin prices.
November 2, 2012
Rated 2 out of 5 by StarwoodShareholderHOT Losing it's luster
I enjoyed my stay in Maui. If I were there on business, the room would have been perfect. However, I was on vacation. The room was small, housekeeping was almost nonexistent, valet was slow, and the upkeep needs work.
I am being more critical than normal; however, I expect to get what I pay for. I've stayed at 5 star resorts around the world for less $$$ and obviously better service. The staff is friendly, but housekeeping is pathetic.
November 2, 2012
Rated 5 out of 5 by Hattie Great Vacation Hotel
Only stayed 1 noc. Very clean & comfortable. Staff very pleasant & helpful. Best location on Kanapalli Beach.
November 1, 2012
Rated 5 out of 5 by Allan51 Great hotel,never changes
My wife, Kathy, and I always stay at the Westin. The staff is friendly, the location is perfect and the view of the ocean and the sunsets are unbelievable!
October 31, 2012
Rated 4 out of 5 by Mary616 Great location and pools!
Loved the location of this hotel. The hotel property is beautiful. The beach and walking path along the beach are so close and convenient. Many restaurants, bars and shops are so close if you don't want to drive anywhere. Very disappointed in the quality of the towels. Some were old, shabby and torn. Even after calling housekeeping and speaking to our housekeeper regarding this matter it still wasn't resolved. I love the Westin brand but was disappointed in that area.
October 31, 2012
Rated 5 out of 5 by Jaycee21 great vacation
We really enjoyed our stay. The staff was wonderful , even the maid whom we happen to meet. Her name was Gigi. Sometimes these people never get recognition.Loved the pools. Great beach. Cant wait to go back!!!!!!!!
October 30, 2012
Rated 4 out of 5 by zem7707 Checkout shouldn't take 30 minutes
Overall, my stay at the hotel was great, until I tried to checkout. There are 6 computers at the front desk, but only 2 people helping with checkouts - when the line was 10 customers deep. Waiting 30 minutes just to checkout was ridiculous.
October 30, 2012
Rated 5 out of 5 by bijou2 Paradise
wonderful!! The staff were great, and very helpful. The beds are so comfy!
October 30, 2012
Rated 5 out of 5 by Melabj Loved this Hotel
We loved this hotel. Brilliant facilities, amazing friendly staff, exquisite pools, beach, foyers etc
We would return in a heartbeat. Offers a little of everything and with great service.
October 27, 2012
Rated 5 out of 5 by Noreen Maui Westin hotel vacation spot
Natalie was assigned as our reservation contact person! She was very personable writing a letter introducing herself before our visit and were to meet her upon our arrival. Further we were offered dinner, spa, and activity reservations for our stay to be arranged thru her! It was great to feel like an important guest at the Westin Maui hotel!
We had a wonderful week and stay at the Westin Maui Hotel and would definitely return!
October 24, 2012
Rated 3 out of 5 by Post2012 October 2012
It started when we checked in, not enough staff at the front desk to help, our suite was not ready, we were unable to check in till almost 5pm. This lack of Front Desk staff continued thoughout the trip, including when we wanted to check out.
Housekeeping - even though we asked for "green" service so the staff only had to clean our room 3 days out of the 8 we were there, I found the service to be unsatisfactory- the room just did not feel clean
The food selection is slim, I know being located next to where there are many other eating choices is hard for the hotel, however, the hotel should have tried more heathly selections. The breakfast buffet was good.
October 22, 2012
Rated 4 out of 5 by evee great honeymoon
our stay at your hotel was amazing. My only complaint was their was no inside laundry facility and if your stay a week or longer you will need to have access to those facilities. The view was amazing along with the pool. Staff was very helpful . definately will be back.
October 21, 2012
Rated 5 out of 5 by rand Love this place
This is a great place. Well maintained and wonderful customer service. The dining experience is top notch. Thank you for a great experience. This was my 5 year old's first vacation and we couldn't have asked for anything better.
October 21, 2012
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