Rated 1 out of 5 by govb No SPG recognition
As others have pointed out, this property has little to no SPG recognition. The best rooms are all reserved for timeshares.
We were Gold members and staying 5 nights on points for our wedding anniversary, but the front desk could not care less. This is similar to other members commenting about the hotels apathetic attitude towards folks using SPG points. We were not offered any gold amenities for our stay.
The hotel appoints you a personal on-site concierge, but mine did not respond to my emails.
I've stayed at a number of comparable Westin properties (Westin St Johns, Westin Los Cabos, Westin Napa, San Deigo, etc) and I have to say that this property is the worst and not interesting at all.
Will not be staying here again. Actually, I'm exploring if I can cut my stay short and move elsewhere.
My recommendation is to save your points and use them elsewhere. This property is not worth it.
February 21, 2015
Rated 5 out of 5 by Pichan Great Vacation!
My kids loved the keiki pool and hot tub. Room was clean and big enough for family.
If you have children I definitely recommend this!
March 23, 2015
Rated 1 out of 5 by LoisJ **Heck**bed
You've slept in the heavenly bed, this Villa had the *Heck* bed. This was only one of our disappointments at this Villa. I am a gold member and booked this with my points. Usually at this brand of Villas and hotels, concierge will contact you ahead of time to set up things to do. No one ever contacted me. We were 'upgraded' to an ocean view room on arrival. It was an ADA compliant room. The room was small and the ocean view was obstructed by a giant bush. The patio outside was tiny. Barely enough room for 2 people to sit. We arrived at about 6 that night so we went to the only restaurant on the property. The only place they could seat us was by an open door because we didn't have a reservation. Which we understood, except for the tables around us were all empty during our entire meal. So why make people sit by an open door when it's cold outside? When my head hit the pillow that night, I realized there was something wrong with the bed, it sloped downward. I had a terrible night sleep as I tried to balance on the edge of the bed where it was flat. The next night my husband volunteered to switch with me. The other side was worse. We both slept with our heads at the opposite ends and our bodies sloped downwards. The next day I told the front desk about the bed, and he told me they would get a new bed in there. We left the hotel and came back later and there were a number of staff 'fixing' the bed. They put down 3/8 boards between the mattress and the box spring. The boards were about 2'x 2' attached with velcro. I was going to complain, but thought that a luxury hotel deals with this all the time and probably has a good solution. I crawled into bed at 11 that night and started laughing. I told my husband, instead of sleeping on a sloping bed, it's now a sloping table. I went to talk to the manager in the morning and he was in a meeting. He called me back and told me he was sorry. They were going to contact the manufacturer of the beds and he would reach out to me in a couple of weeks. He also said that the boards were the hotels first solution for a bed that was sagging. I told him I didn't think I should have to pay for my 3rd night. He finally agreed to refund my points for one night. He also said next time I come to contact them in advance so they could check the bed before my arrival. Next time? There won't be a next time.
The rest of the stay was average. Not what you would expect from a luxury resort. Some examples- they decided they would give me a free breakfast instead of cleaning my room without asking me (and without giving me the free breakfast). no wipes in the fitness room to wipe down the equipment when you were done, no access to the ocean from the Villa, small patios, sheets that didn't fully cover the bed.
March 23, 2015
Rated 3 out of 5 by Antonio Good property, needs better management
We had a one week stay in February. As timeshare owners, we enjoyed our 2-bedroom lockout, and our concierge (Wendy) was excellent! The problem with this resort is that its management does not rise to the challenge of supporting its staff. As a result, the staff cannot excel at what they do best! Three examples:
- 3 days prior to our departure, we received an annoying robo-call reminding us our checkout. The robo-calls continued on a daily basis all week. Why do they insist on using valuable staff time to annoy guests? Is this necessary?
- I went to the front desk to get change. A manager was monopolizing the only staff member, reconciling a food and beverage account. 10 minutes later, I was next so I asked the staff member why? He said that was a manager and he had to deal with his boss!
- Three days prior, I asked Jason where I could watch the Academy Awards twice. He never called me back!
Even more surprising, when I raised these issues with the hotel manager, she took 3 weeks to respond and offered no explanation. You know what? That attitude is not good enough! This property needs better management than that.
March 21, 2015
Rated 5 out of 5 by jenwed Great Clean Rooms
We were there for our honeymoon and stayed in a one bedroom. It was great having the kitchen in the room and it felt private. It was on a cliff so no immediate beach access which we were surprised about and there was only one restaurant in the hotel. Overall enjoyed our stay.
March 18, 2015
Rated 2 out of 5 by mtileb This hotel had great AC view but few ocean views
Like expecting a good movie only to be disappointed. Many features were almost there but fail in the end. Bartender (pool/restaurant both) was not professional and not helpful. Out of olives for two days at least. Not a big thing on its own but offering the excuse that the vendor was out shows lack of motivation when there's a store down the street. That was indicative of his service. Restaurant was not good value for the money. Ocean views throughout the property were limited and did not use full potential in design. Seems the management did a good job in capturing the most income per customer with a sub par staff.
May 28, 2013
Rated 1 out of 5 by stevew2619 Great Island, Mediocre Resort, Terrible Staff
We have owned on Maui since 2005 and are Lifetime Gold SPG. When we purchased we paid UP for an OCEAN VIEW 2 bedroom lockoff. First trip to Kauai. Made the reservation 7-8 months ago and expected to be treated as we normally are in our last 8 years on Maui. Asked for an OCEAN VIEW room since that is what we bought. Started off on the right foot. Received an over-the-top gushy e-mail from "Wendy" our "private concierge" ...then a post card and then a telephone call to our home....If there is ANYTHING whatsoever we can do...blah blah blah. So, i took the bait and i wrote Wendy a long e-mail asking about the resort and telling her about our family and asking about activities etc ...NO RESPONSE. ZERO. So, a few days before we were to arrive i wrote again and called SPG. Finally got a response from a different concierge which was mostly cut and paste general stuff about the resort and Kauai. VERY off-putting given the over-the-top come on. Then we arrive on June 6 and i once again ask for our OCEAN VIEW room since the resort has dozens of such rooms (basically anything in Buildings 3,4,5,6,7 and parts of Buildings 1 & 2) and we own and paid for an OCEAN VIEW and requested it when the reservation was originally made last year and asked again of my very private concierge...We were given the backside of Building 2, a view of the parking lot. I complained and asked to be accommodated and given what we paid for and asked for ...Wendy said speak to the manager at the front desk--i did so--no response. Finally a day or so later, I received a call and message from some guy who did not identify himself who said he would "try" and he was "working on it" but it seemed "doubtful." Never heard back from him again or the concierge Wendy on that topic... EXCEPT, she ignored our specific requests and instead made DAILY sales calls to our room to push us to sit through a "presentation" presumably to purchase more lousy service and "bait and switch" type tactics from SPG. WARNING if you are used to the Maui Ocean Villa Resort you will NOT Like this place. Sales pressure, SMALL, SMALL, SMALL. Same lay-out, BUT, rooms are much smaller and feel cramped, no beach, SMALL pools. One average restaurant. So, we enjoyed the Island and stayed away as much as possible from the resort. Took meals and went to the pool at the St Regis Hotel down the road. Treated like a second class citizen and not afforded even the decency of a response from the management or our very private concierge Wendy. First time after eight years that we tried a different resort...VERY DISAPPOINTING. Can only assume Starwood treats all it Gold Lifetime Members like this... We will go back to Kauai but will never return to this little dump. Shame on Starwood and on The Westin Princeville Ocean Resort Villas.....Liars and cheats.
June 15, 2014
Rated 4 out of 5 by Canada2013 5 nights at Westin Princeville
The hotel itself was very nice. The Nanea restaurant was very disappointing. When we arrived we were asked to attend a 90 minute "no pressure" presentation about vacation ownership. We agreed. Well it turned out to be a 2 hour and 20 minute high pressure sales pitch that put a bitter taste in our mouths. We had a Luau booked for that evening and had a 50 minute drive ahead of us but the sales people could not have cared and kept pushing us to make a decision right then and there. We left aggravated and stressed out. It's a good thing this was at the beginning of our visit because it gave us a few days to get the bad taste out of our mouths.
August 10, 2013