Rated 1 out of 5 by CarolynS Worst. Check-in. Ever.
It was the worst checkin experience we have ever had - EVER. It took almost three hours. We booked in June, arrived Oct 31st, tired from a long trip, to be told there were only two studio villas available and one of them is on the ground floor next to a parking lot, so don't even bother looking at it. (I'm not kidding and not making this up.) The other room had a very, very loud machine (generator?) outside the window and no view. We were then told we could upgrade for $100/night and looked at the one bedroom villa which was in the same building and was also next to the very loud machinery, again with no view. The front desk clerk said "we'll look again, maybe we missed something" - another one bedroom turned up and while it wasn't great - overlooking BBQs and a parking lot, but there were trees and a sliver of an ocean view and we were exhausted so we accepted this $100 'upgrade'. When we were finally leaving the lobby to go to our upgraded 'villa' the main pool was being drained and barricades were being set up and are told it will be closed for our entire five-night stay!!! The next morning we went to one of the two smaller pools and it was closed too! When we went to speak to our concierge, she asked us, "Didn't you receive a letter from us about the pool closure?" She behaved as though it was our fault we didn't receive a letter. (During our stay other guests told me they hadn't been informed by letter before arrival that the main pool would be closed for maintenance for several days.) Ironically, at check-in I asked if it was very competitive to get a chaise lounge at the pool (as it is in some resorts), and was told "no, not at all - I don't know why, but it isn't here at this resort," not bothering to tell us the pool was being drained and closed in a few minutes - awful. Two days later, we received a phone call offering us a prix fixe, five course meal as compensation for the pool closure. Really? No beach is fine - we knew that. But no pool? Very poor and unprofessional treatment of arriving guests. And, in my opinion, we were sold things that didn't exist: studio 'villa' and a beautiful swimming pool.
November 8, 2013
Rated 2 out of 5 by Monet1234 Disappointed
I was at this resort for 8 days in February 2012. The staff overall was average. A couple of the concierges were just arrogant. The room like others have said is a time share room. I would NEVER have known I was at a Westin property if I wasn't sleeping on a heavenly bed. The rooms are tired and need a facelift. The patio cushions were filthy (I know it rains alot there but come one), there were dings and dents on the walls, the wireles is ungodly slow. The restaurant was pretty good but they need to work on the timing of delivering the food. The Sunday brunch was awesome but it took forever to get drink refills. The staff in the market were the highlight of the stay. I would recommend this hotel with the caveat that this will not be a typical Westin experience.
April 29, 2012
Rated 5 out of 5 by AnnG Wonderful Staff
We had a wonderful relaxing stay in November. We especially want to thank Leila for recommending a fantastic room for us. We enjoyed the restaurant - delicious Stuffed Tofu. Thanks for a great stay. We look forward to our return.
December 17, 2014
Rated 1 out of 5 by Travelin Really poor experience
The moment I checked in, I knew I was in trouble. The clerk had visible stains on her shirt. She never looked me in the eye, nor smiled. When I asked about possibly upgrading, she told me it would cost $90. I told her it was normally complimentary for Gold members, so she then brought the cost down to $75. She then gave us a room that overlooked the parking lot.
The poolside was windy and dirty. There were leftover food trays on the tables and chairs with strewn towels but no occupants. It was depressing to think we would spend our vacation here.
We stayed one night and checked out early. I didn't care if we ate the cost of the remaining stay. The quality and service at the property was more disappointing than anything I have ever experienced. The staff was disengaged and poorly trained. Upon checking out the manager I spoke to admitted the personnel I dealt with were improperly trained. It was hands down the worst experience I have ever had at a Starwood property. I hope you have a better experience if you end up staying here. For those who have options... stay elsewhere!
July 18, 2012
Rated 5 out of 5 by Harpgal What a lovely place to stay
We arrived fairly early and tired, and were given a superb room that was quiet, with a superb view of the ocean. The corner suite was located near to the water and close to an infinity pool that overlooked the cliff. The room was very comfortable, complete small kitchen plus laundry facilities to make us comfortable to stay in or go out to eat. The little market in the main building was great for general small groceries and comfort items. Staff were helpful and kind. It was a nice place for families. Location allowed for some great walks nearby, plus easy access to the North Shore of Kauai. It was our third visit there, and we keep going back.
September 26, 2013
Rated 1 out of 5 by disappointedKamaaina Westin Princeville Kaua'i,Hawai'i..unsatisfactory!
Very disappointed in price for a view of parking lot and trees:((
Disappointed in selections of Food in restaurant. families/people need healthy full meals and not all want to cook on vacation.
best part was the keiki-kiddie swimming pool. 1.5' deep. and warm pool--great for kids specially when it's cold and rainy! but disappointed by NO healthy foods. too much processed mainland junkie foods!
rooms were nice and clean..but for the price, and no 'island view'- which was only partial parkiing lot and bushes - you get away and pay $$ for a view of the islands. not just a room wiwth a parking lot and trees.
was too expensive.
poor design of how bldgs faced. should have made better use of the beauty of Kaua'i.
May 21, 2013
Rated 1 out of 5 by Bowtie88 Unacceptable follow-up for guest feedback
We are platinum members of SPG and time share owner of this establishment. I wrote this review to highlight an unpleasant experience but more importantly, how the hotel just ignored the feedback until I escalated the matter. I find that unacceptable and this just reflects extremely poorly on the hotel management. Upon check-in to the hotel, the concierge asked us as owner of timeshare to go through an one-hour discussion so as to get an update on certain "service enhancement." The experience was not too bad till the end, when two sales personnel came in to hard sell us to buy additional weeks. After we indicated that we had no desire to do so, the two of them both made condescending remarks and snide comments and displayed extremely arrogant attitude. Is this the way to treat any existing owner and platinum member of SPG??? After all, we already have a timeshare and their hard sell to buy additional weeks is just ridiculous and unreasonable. Further, if the hotel had told us in advance that this type of sales pitch would happen, I would have not attended this "service enhancement" update. When I filled out the survey, I highlighted this distasteful experience but nobody followed up by contacting us. I then provided my review through this website and I was appalled and offended by the fact that my review was not posted. I had to contact SPG customer service to raise my concerns. Finally someone contacted me to apologize but I asked about the review I tried to post. He said he had no idea and said that there may have been some "IT glitches." So I gave him the benefit of the doubt and accordingly I wrote this review again. Let's see if there will be any additional censorship. In all, this experience just reflects very poorly on hotel management.
September 27, 2014
Rated 5 out of 5 by Chuck2014 Westin Princeville Ocean Villas Resort = Outstanding!
My spouse and I just returned from spending nine days of restful vacation at the Westin Princeville Ocean Resort Villas. This was a return visit and needless to say we will be coming back next year.
The facility itself is gorgeous and in a beautiful location on the north shore of Kaua'i. It is very easy to get to from the airport in Lihue. And Hanalei is only two miles away for beach access and local shopping.
The Westin staff (lobby, concierge, maintenance engineering, housekeeping, groundskeepers, restaurant) are first rate, attentive and professional. The Service Express feature is especially noteworthy with team members committed to prompt and courteous attention to service requests. Also, we never felt rushed to do anything during our time at the "Villas." This was perfect for our needs.
We are looking forward to our next visit!
November 10, 2014
Rated 2 out of 5 by RonSF Nice property, but needs improvement
The property is nice but ammenities were lacking. To be offering a property as full service we were not overly impressed. The property is pretty and clean but for the price would not stay there again.
When booking the package, 2 months out, I told them I wanted a room with a view as it was my partner's birthday. When we arrived we were in a ground floor studio looking at the parking lot. I had to upgrade to a 1 bedroom for $$ additional per night to get a nicer view.
1# The kitchen has no basic tools #spatulas, knives that would cut, cutting boards, basting brushes, vegetable peeler, tongs, etc# for cooking and absolutely no staples. Also, very limited amount of dishes.
2)We werer encouraged to be Eco friendly and waive the daily maid service - thus saving $10 a day too. Halfway thru our stay we found they had been sliding coupons under our door that had to be utilized same day or they were void - we did not get them all and we had let 3 days go by without the understanding this was our $10 saving. This was not explained to us at check in. We found out by accident by the rude staff at the market place.
3) purchased a package which included breakfast...which we would not recommend! First off - you had to stand inside of their market place shop to place your order. The line and the service took a long time. Also, as a couple, in the morning we didn't have the same schedule. You had no choice but to dine at the same time and the overall the food was not very healthy. We ordered egg white sandwiches that ended up swimming in butter. One staff member #older female) running the coffee machine and the food was incredibly friendly. The other staff were not friendly/pleasant at all. On 10/15 they decided to cut the grass next to the cafe eating area. There were about 5 tables of people - everyone got up and left....stange timing!
4) The restaurant service was good but the food was poor at best. On our first night there we ate at the restaurant spending over $175 for a mediocre meal. I realized at check out that they had not given us the 15% discount that we were told we would get for eating on property. The told me you had to mention it at the time of placing our order even though we charged it to our room. Again, for $$$ a night I felt really nickeled and dimed.
5) The bar drinks used canned or bottled juices. So fresh hawaii cocktails pool side were very dissappointing.
6) the best thing about the property was the fluffy bed and the use of St Regis water front
October 20, 2012
Rated 4 out of 5 by Joie Take advantage of the exceptional Concierges.
We love the location of this hotel, it feels like they plucked it down in the middle of "old Hawaii" where no building is taller than a palm tree, the buildings in the small villages nearby still have the old clapboard look of the old days, there's no meaningful traffic, the one lane bridges and the people working in the taro fields all look like they did 100 years ago. Everyone at the Westin has the Hawaiian manners of friendliness. The Concierges' are all very helpful and the activities for an outdoor person are endless. We loved our visit here!!
July 31, 2013
Rated 4 out of 5 by NWGal61 Beautiful grounds but....
As owners who reserved over 6 months in advance we were given a room in building #5 that looked out over the west parking lot.
The villa was nice but the view was not & the parking was never available over there.
October 13, 2014
Rated 5 out of 5 by sunnie0802 Wonderful property wonderful staff
Definitely worthy of a Starwood resort... the staff was incredibly helpful and friendly; the grounds are beautiful and impeccably maintained. Next time we are in the area, this would be, without a doubt, the place I would pick. Thank you for a memorable vacation.
July 2, 2013
Rated 2 out of 5 by Nicole4444 Leaves you wanting more
Unfortunately we would not recommend this resort. The amenities are nice, the staff ok- nothing I was blown away by. Everyone was low energy- except the valet staff- the food and drinks are overpriced for what you get, $12 for 6 wings?! We are from Chicago so certainly not unrealistic on prices of food and drink, but this was disappointing. The one thing they did we really liked was 1 free breakfast if you opted to skip housekeeping. Great incentive to stay green! Otherwise, for the price per night, plus the parking fee $13/day and the "tourism" fee of $25/day, with the sub-par food and service you can do better. Disappointing start to our honeymoon!
October 31, 2014
Rated 5 out of 5 by Kathleen4 Beach Access
There is in fact access to the beach at the property. It is along a dirt path and takes you below the bluffs. It's well worth the short hike as its secluded and beautiful. Wear sneakers.
You'll have it practically all to yourself.
We stayed for a week in June 2010 and are returning this fall, 2012.
April 28, 2012
Rated 2 out of 5 by cf2123 Disappointing Stay
My boyfriend and I were very excited to spend our last few days in Hawaii at the Westin in Princeville. However, sadly, the quality of service at this hotel left much to be desired. Upon arriving at the hotel, we were 'greeted' at the entrance by a nonchalant bellman who stared at us blankly as we lifted our bags out of the car - two large golf bags and two medium suitcases. Not surprisingly, the same bellman did not offer to help arrange for those same bags to be brought to our room. Check-in was slow despite only having one guest ahead of us in line. Our room was not cleaned the first night despite having explicitly requested cleaning in lieu of the $10 food voucher. After arranging return transportation (said to be complimentary for hotel guests) from a nearby golf course, we waited over an hour for our ride. This came as a surprise given that when we originally called for the van, the front desk told us it would be no longer than 15 minutes. When the bill came, we were also surprised. We were charged for parking while we made it clear that we did not come with a car. In order to get this sorted out, I have called the hotel to resolve this issue. I have yet to receive a call back.
This is the first hotel review that I have written. I wish that we could have reported a better stay.
September 4, 2012
Rated 5 out of 5 by Susan71 Paradise
Aloha! We own 1 1/2 wks at Kauai Villas and stayed for 2 weeks. We could not have had a more wonderful time. All staff friendly but not familiar, professional, courteous. We relaxed and enjoyed all amenities, enjoyed sitting on the lanai and watched the chicken families and flowers, enjoyed ocean views and resort activities. Of all the SPG reosrts and hotels we have visited, we enjoy Kauai Princeville Villas the most. Mihalo!
March 6, 2012
Rated 5 out of 5 by AaChicago Relax in comfort
This vacation property is great. It uses some of the facilities of the St. Regis property 2 miles away. The views from the cliffs are spectacular and being on the north side of the island keeps you out of the major traffic (but you have to get through it to get here).
The staff is second to none and have made the trip very enjoyable. Everything is up to date and provides for every comfort.
November 4, 2011
Rated 5 out of 5 by luvhawaii A 5 Star Resort in all aspects
The room was a wow when you walk in. It is nicely-appointed and the bathroom has all the modern features - double vanity, separate tub and shower. The kitchen has granite countertops and equipped with the essentials, however it does not have a stove. Would be nice to have a toaster oven in its place. Food is very good, but prices are high. Service was also very good, but I believe it is because they try to sell this as a vacation ownership so they have to impress. When you make a request, there is always a follow-up to make sure the request was made. Overall, very happy with our stay.
July 15, 2013
Rated 4 out of 5 by DonAnn A few problems
Delay entering room due to multiple key malfunctions.
During breakfast at Nanea wife had to wait 40 minutes for entrée off menu. Staff seemed to be totally involved with buffet support. Second meal there our guests waited 20 minutes for eggs.
Outdoor poolside bar/restaurant needs better cover for patrons during frequent periods of rain.
October 18, 2014
Rated 5 out of 5 by Makar72 Very very nice!!
Having vacationed on other Westin properties this one is every bit as beautiful as any I have been to. The island itself is breathtaking, very clean, and the access to a shopping center for any basic necessities was just a couple miles away from the property. There is not direct access to the beach, yet it overlooks the ocean. Access to the beach is just a 2 mile walk from the property via the St. Regis. The island of Kauai is so beautiful and the staff took care of us very well! I will be coming back to this Westin in the near future.
November 10, 2011
Rated 4 out of 5 by LOVESHAWAII GREAT LOCATION ON NORTH SHORE
WE STAYED HERE IN DEC FOR 6 NIGHTS USING ALL STARWOOD POINTS TO PAY. WE CHECKED IN AFTER DINNER SO OUR ROOM WAS DEFINITELY READY AT THAT TIME. THE GROUNDS WERE BEAUTIFUL AND CLEAN ALONG WITH THE POOLS. WE WERE IN BLDG #5 ON THE 1ST FLOOR WHICH WAS NICE TO GO OUT TO POOLS, BBQ AREA AND TABLES WHICH WE USED FOR MANY MEALS. THIS IS ONE REASON WE CHOSE THE SPG PROPERTY WITH A FULL KITCHEN VS. JUST A FRIDGE. WE WENT TO FOODLAND PROPERTY RIGHT DOWN ROAD AND STOCKED UP ON GROCERIES. WE HAD ALL OUR BREAKFAST, LUNCH AND SOME DINNERS AT RESORTS. OR PACKED A PICNIC LUNCH. THE CONDO UNIT WAS CLEAN AND UPDATED. THE BATHROOM WAS LARGE AND HAD BARS IN IT SO THINK WE GOT HANDICAPPED ACCESS ROOM WHICH WAS FINE. THE COMBO/MICROWAVE DIDNT' WORK SO WE CALLED MAINTENANCE AND WITHIN A FEW HOURS WHILE WE WERE OUT - THEY REPLACED WITH A WORKING UNIT. WE WERE PLEASED WITH THE QUICK RESPONSE. WE DIDN'T USE CONCIERGE SERVICES OR GET OUR 'WELCOME GIFT' SINCE WE DIDNT' WANT ANY TIMESHARE 'PRESENTATION PRESSURE'. WE HAD READ SO MANY REVIEWS ABOUT...
THE ONLY COMPLAINT BESIDE SUCH AN EARLY CHECKOUT TIME OF 10 AM WHICH WOULDN'T OR WORKED OUT WELL FOR US SINCE WE HAD EVENING FLIGHT. WE USED STARWOOD POINTS FOR EXTRA NIGHT SO WE COULD HAVE ROOM INTO EVENING. ALSO, THE A.C. WAS BLOWING DIRECTLY ONTO BED WITH ONLY VENTS THAT WEREN'T VERY ADJUSTABLE. THERE IS ON OFF AND AUTO WITH TEMP CONTROL.SO AT TIMES WE JUST LEFT IT OFF. OTHERWISE, OVERALL REALLY ENJOYED RESORT, PRINCEVILLE AREA AND A GREAT DINNER AT ST. REGIS OVERLOOKING HANALEI BAY.
December 15, 2012
Rated 5 out of 5 by Gibby59 beautiful grounds
We loved this property. The elegant rooms, the outdoor grills to save $ and cook some of your own foods, the resort grounds, pools, and attentive staff ensure you will have a truly relaxing vacation.
November 21, 2014
Rated 1 out of 5 by holiday417 Time-share condo and not a resort
This hotel misleads potential guests with pictures of it property and room. Since it is a time-share condo, hotel guests are given left-over rooms facing the parking lot, ugly swimming pool or rooms blocks by trees. The hotel is land-locked with no access to beach or walking area.
February 9, 2012
Rated 5 out of 5 by tvdoc can use some improvement
I've been to this resort many times since it was built. This time, however we kept getting attacked by flies at the pool. We actually had to leave the area because it became such an issue. I do realize the facility is at the edge of a forest, but the problem can be resolved quite easily. Some bug zappers would take care of the problem. I love the place. The staff is helpful and friendly. The only other issue I have is that there should be some basic condiments in the room. I think for the price I am paying it would not be too much to ask. I do look forward to the nice gifts they give us every time we visit. I would recommend this resort very highly..
August 30, 2013
Rated 2 out of 5 by Pleun For a Westin this facility does not compare to other Westin's that I have stayed in.
Overall this facility is well below expectations for a Westin. The adjoining room did not work for me. The people in the adjoining room had a small child and they were up every morning around 600 am and there was no consideration for neighbours, baby crying and screaming,pots banging,loud conversation. Not all supplies listed were not in the unit.
The chaisse lounges around the pool are so uncomfortable and one could only sit in them for a very short time. Very isolated
October 27, 2012
Rated 5 out of 5 by Hopi323 Overall experience is still very good
It could have been excellent if front desk did not forget to inform valet about our luggage when we checked in. We had to wait for 3 hours for our luggage to be brought into our room. We had to ask a couple of times for it. After 1 hour of waiting in our room, my husband went to the front desk to politely ask about our luggage and he was told that it's on its way to our room. So, we waited again for over an hour before calling the front desk. The nice lady said she will ask the boys to bring the luggage over to our room. Finally after 3 hours, our luggage came.
Aside from this, nothing to complain about. Overall experience is still very good! Thank you!
July 5, 2013
Rated 4 out of 5 by controller1 Great location
Date of Stay: June 2014
Length of Stay: 7 nights
Arrival Day: Saturday
Room- We were in a one-bedroom premium villa. Full kitchen with everything needed.
Cleanliness of room- The room and bath were spotless.
Water temperature & pressure- Self-explanatory.
In-room safe- Self-explanatory.
Poolside bar and service – Excellent service from Cassidy.
Restaurant – We ate at the restaurant three evenings and the food and service was very good.
Staff attitudes and assistance – Each person we met greeted us warmly and assisted as requested. Exception is shown below.
Valet/Bellmen upon arrival – We pulled up to the entrance to check-in and were immediately told, rather harshly, that we needed to move our car and park elsewhere as there was a bus coming through. We were not offered any help with our luggage.
Breakfast buffet- The buffet that was available was quite skimpy. Not much offered for the price.
Overall, this was a very good stay and we will definitely return to The Westin Princeville Ocean Resort Villas again.
September 1, 2014
Rated 5 out of 5 by Robert65 Princeville Kauai
Wonderful time. EVERYONE was so friendly and helpful. We had a fabulous time. Grounds, pools, facilities, food were all top notch.
August 1, 2012
Rated 5 out of 5 by Nansi Great staff; good deal
The staff here was welcoming and accommodating. Had an incredible view from the room. Very close to the market (the resort has outdoor bar-b-que grills for guests to use) and other shopping. Phenomenal golfing close by. Also provide complementary use of the St. Regis beach nearby! Down the road (need a car) are other fun beaches and a small spa (massages!). Daughter got engaged during our trip!
February 20, 2013
Rated 3 out of 5 by Bluemancrew Just average
I'm a Gold Member with Starwood and purchased an explorer package. When I checked in I told the agent I was celebrating a 10 year anniversary and a birthday this week. This was never acknowledged by the staff or manager. For the price I paid for the explorer package I expected more. This is just one of the many service failures and won't get into listing them all.
October 16, 2012