of TripAdvisor Travelers recommend this hotel
"Horrible service despite pretty hotel"
The hotel is in a great location and is very pretty along with outstanding pool. But, the service is horrendous. Even being a platinum SPG member seemed to mean nothing to the employees. Examples, 1) The concierge is more focused on getting u to sign up for a vacation tour than helping answer what u need 2) my wife got stung by a jellyfish on an excursion recommended by the concierge and she was in lots of pain. I informed the front desk who did zero follow up to see how they could help. Also, she was not up for the evening boat tour we booked through the concierge, so I asked them to call the tour company and plead for a refund. The manager said "we have to side with the sail company and suggest you go get a dr note". I said we spoke to an urgent care and they said they couldn't do anything and suggested we pee on the area. The concierge just says " well i know but at least then you would have a dr note". I then said "I ask you to call and ask for a refund and you suggest I take my sick wife out of bed for an hour, pay the dr bill, just so you can have a note when u understand the dr cannot help'". He said "sorry that is my suggestion ". There were several other instances but bottom line if you expect good service, especially SPG platinum, then pick a different hotel.
"In need of some renovations"
After staying at many hotels here on Maui rating the Westin Maui Resort and Spa is a hard one with the tripadvisor choices for rating. The hotel is not really poor but it is not average for Maui. We were offered an amazing rate on a room as part of a holiday event that was booked at the hotel, so I am unsure what a normal rate would be, but I would not pay a regular Kaanapali area rate. The resort is getting very run down, especially in the hallways to the rooms. The carpet is very dirty looking, lifting up everywhere and giant gaps, not really what you want to see on vacation. Our room was a little better, the carpet still wasn't great but wasn't as bad, the bed was pretty comfortable however the bedding was a little worn. I wouldn't rate the room high on the cleanliness scale either, while there weren't bugs of any sort the mirrors were not wiped clean and had something sprayed all over them. The outdoor pool area is what I expected, a bigger pool with many chairs that gets very busy. My daughter had no problem spending the day enjoying the pool and the beach (which is a very short walk from he pool). However the adult pool area was sub par compared to places like the Marriott in Wailea, it wasn't clean (there was trash floating in it) and very messy. I never saw an employee walking around picking up towels that had been left unclaimed for hours or straightening up the chairs. At both pools it was like moving heaven and earth to find an employee walking around to ask a question or order from. After searching for over 20 minutes we finally saw one across the pool area and asked her to come over when she had a chance since the app was down (to order food and drinks by the pool there is an app you can use) and was told she would be right over. She never came. Other than that the other employees were very friendly. Overall this is a very tired worn down resort in need of some updates, however the location is great and it is not dirty. I would say if you are getting an amazing deal and this is all you can afford it will be fine, but if you can afford more I would look elsewhere.
The service was quite good. The food was was good not outstanding. The lobby area was quite crowed and you needed to pass through to get to the beach. They need more staff at the desk. The room was disappointing, the was no chair to sit and relax. The desk chair was even uncomfortable to use for the laptop. The view was suppose to be ocean view, and it was parking lot view. I may go again, but, I would like to try some place less crowded.
"Maui Family Trip-Won't stay here again"
We stayed at the Westin Maui last week ( family of 3, including a toddler). Pros: The nicest staff ( all of them from the front desk to the nice gentleman giving us cheerios to give to the birds and fish),beautiful beach,towel service at the pools was great. being located right next to the Whalers village was a bonus. The spa was good, nothing fancy but relaxing enough. Cons: Our room ( a mountain view ) was really small. It wasn't clean at all when we got there, there were urine stain all over the toilet that even thinking of it makes me sick again. We called the house keeping and they cleaned it right away. The Hotel restaurant was small and right by the pool so no privacy for a nice meal specially no cover from the rain ( it rained almost every day while we were there). Our room was right by the elevator so we got no sleep due to the noise from the elevator. In general, the hotel and the fact that our room was not clean made the trip expedience not so pleasant. We wont stay here again.
We had a wonderful experience at this hotel. It is amazingly beautiful and the staff is very helpful and caring. The rooms are spacious and we had a beautiful view. I had known the guest service manager, Eva Solunga, from our last visit. She helped with our reservation and room, but had moved to the Sheraton prior to our arrival. We are thrilled for her, but miss her !! We just got to know Erica Hirouji, another guest services manager. She is lovely and competent and so kind. And Larissa at the front desk is totally adorable and knowledgeable. We recommend this hotel to everyone wanting a beautiful lush resort. The facilities are beautiful and the staff is kind and competent.
Credit cards accepted by the hotel: Visa - MasterCard - American Express - Diners Club - Japan Credit Bureau (JCB) - Discover
Check-in: 3:00 PM , Check-out: 12:00 PM