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“Renovation several years overdue” 2 of 5 stars
Review of Westin Maui Resort And Spa

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Westin Maui Resort And Spa
4.0 of 5 Resort   |   2365 Ka'anapali Parkway, Lahaina, Maui, HI 96761   |  
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Ranked #25 of 29 hotels in Lahaina
Washington State
Senior Reviewer
7 reviews 7 reviews
7 hotel reviews
Reviews in 6 cities Reviews in 6 cities
13 helpful votes 13 helpful votes
“Renovation several years overdue”
2 of 5 stars Reviewed November 7, 2012

Shame on Westin and Starwood for allowing this property to fall to the level it has before planning a renovation. As Starwood Platinum members we expected and were given an upgrade to one of their "best rooms", at least according to the guy at the Starwood Preferred check-in desk. One of the most run-down rooms I have ever seen and many years past due for a renovation. Carpet was buckling everywhere, the fridge cabinet was destroyed from leaking water, bathroom fixtures were severely water spotted, worn out and poorly installed. Paint peeling in many areas. Any repairs showed clear signs that staff made little effort at quality work and/or had little knowledge of what they were doing and that nobody was checking the work. We were moved to another room which, although still in need of a renovation, was in considerably better condition. So much for Starwood status. On the plus side, the property is beautiful with terrific landscaping and very clean. The staff all seemed wonderful, especially the servers in the restaurant. The fitness center is excellent with plenty of machines and free weights. There is a new(er) outdoor patio area with machines and free weights for those wanting to work out sans A/C. The spa was nice but not on par with top-notch hotels. Go to The Grand Wailea if you're looking for someplace special. Back to the bad points; the breakfast buffet though ridiculously expensive is just average. We ate there most days because we had special coupons included with our room. No change in selection so food will get very old after a week there. OJ is concentrate at the buffet so ask for it from the server and they will brig you fresh squeezed. The "self-parking" is a joke. Even with 20% of the hotel closed for renovation the lot fills up quickly every night. Oddly there are many spaces open but because the spots are so narrow, when people park with enough room to open their doors it leaves a space on the opposite side maybe 4-5 ft wide. The hotel will gladly valet park your car for free when this happens (if you return anytime after 8 pm) but then you're sort of obligated to tip them. There is a $30/day "resort" charge which aggravates me more than anything. They say that this covers things like water in the room (thank you, I'll buy my own), newspapers (free anywhere), fitness center access and, of all things "free parking" (go figure that one out). Check back in a year or so when the renovation complete otherwise you're better off almost anywhere else. Try Napili Kai for a wonderful and totally different experience from the Ka'anapali/Disneyland world.

Room Tip: Keep pushing for a better room which may not come available for a day or two. STAY AWAY from the ele...
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  • Stayed October 2012, traveled as a couple
    • 1 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinMauiAmbassador, Manager at Westin Maui Resort And Spa, responded to this review, November 14, 2012
Mahalo for sharing your valuable feedback and for your loyalty to Starwood Hotels & Resorts. We appreciate your constructive comments as it allows us to elevate our services here at The Westin Maui Resort & Spa. Malama pono (take care).
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
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English first
Issaquah, Washington, USA
Senior Contributor
38 reviews 38 reviews
12 hotel reviews
Reviews in 16 cities Reviews in 16 cities
10 helpful votes 10 helpful votes
4 of 5 stars Reviewed November 7, 2012

My husband and i got married here! Gorgeous resort, incredibly family friendly, but there is also a great "adult" pool area, and the property itself is a lovely and elegant. The rooms are fairly small, but comfortable with the Westin "heavenly beds", granite vanity, nice views. The rooms with the "garden view" are typically not as great, as they sort of overlook parking lots etc. Ask for an upgrade, we did not have any problems getting a better room! Location is right in the middle of the "beach walk" action, so very lively, at times a little too lively! The adult pool is wonderful and the service there was also great! Overall, a really nice Westin property, and if you are a Starwood member, and you know their properties, you will not be disappointed. It is the same excellent service you would expect from a Westin!

  • Stayed January 2012, traveled with family
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinMauiAmbassador, Manager at Westin Maui Resort And Spa, responded to this review, November 14, 2012
Congratulations! We are delighted you chose Westin Maui to begin a lifetime of memories. Your kind comments are much appreciated as it helps us in our efforts to further improve and innovate our services and amenities. We look forward to welcoming you back on your wedding anniversaries and any special occasion to celebrate a blissful life together. Warmest aloha…
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Eugene, Oregon
Senior Contributor
26 reviews 26 reviews
8 hotel reviews
Reviews in 8 cities Reviews in 8 cities
12 helpful votes 12 helpful votes
2 of 5 stars Reviewed November 7, 2012 via mobile

Pros: Great Kaanapali beach location close to whaler shopping and restaurants.
Cons: Very poor customer service, the rooms are less than desirable, depending on the room you get the bathroom area is very small and rooms are small. Construction noise, and no Internet on the 7th floor. Mind you this is one of the more expensive kaanapali beach hotels. I've recived far better customer service and had a nicer room while staying at a holiday inn. For this being a Westin I am shocked, and needless to say we will not be back... If you are a premier Starwood member you get treated much better, for everyone else you might as well be a second class citizen. Very disappointing. Spare yourself the pain and stay at the Hyatt or the Sheraton, you won't be sorry.

  • Stayed November 2012
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinMauiAmbassador, Manager at Westin Maui Resort And Spa, responded to this review, November 14, 2012
Mahalo for your kind feedback. We regret that you found your stay with us less than memorable. Please be assured that our associates work very hard to create a personal and renewing experience for each guest, regardless whether one is a Starwood Preferred Guest (a free membership program). We would certainly like to connect with you to learn more. Do visit our website for our contact information and we look forward to hearing from you by email or phone. Stay well.
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Philadelphia, PA
Top Contributor
56 reviews 56 reviews
18 hotel reviews
Reviews in 30 cities Reviews in 30 cities
26 helpful votes 26 helpful votes
3 of 5 stars Reviewed November 6, 2012

We traveled to the Westin Maui in the beginning of October. Overall, we had a nice time at the Westin, however, the hotel is not what I expected from a Westin. On the surface, it looks nicely maintained and the grounds are nice, the pool is nice and clean and the beach was great.

The rooms and the hotel building itself however are really starting to show it's age. The hallway carpet had stains and the room was just ok. The sliding doors looked like they were from 1980 with the steel pitting in areas. The chairs on the balcony were a little nasty and I had to put a towel down to sit on them in order to feel comfortable putting my legs on the cushions.

We didn't eat at many of the restaurants because it was disgustingly overpriced ($30 each for breakfast). We had lunch at the pool one day and it wasn't too bad. We ate at the restaurants next to the hotel in the shopping area. They were pretty reasonably priced. We ended up driving up the road about 10 minutes and found a grocery store to get drinks, sandwiches and snacks.

It did appear that they were beginning some renovations in the one area since part of the parking lot was closed off near the sections that were being gutted. Made parking yourself a bit of a challenge. I would have been furious if we had to stay next to those rooms.. nothing we saw indicated any renovations were occurring. They also need some direction on how to or rather which area to take out the old mattresses and furniture because they were doing it right next to the front entrance. We saw the mattresses and EWWWW!!!! Not what I wanted to think about what I was sleeping on.

While all of Maui is expensive, I can't say a better deal is to be had but again... it just didn't live up to what I expected from a Westin.

Room Tip: Ask for an interior room. The exterior "mountain views" look over a parking lot and they...
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  • Stayed October 2012, traveled as a couple
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinMauiAmbassador, Manager at Westin Maui Resort And Spa, responded to this review, November 7, 2012
While we would have loved the opportunity to learn about your stay prior to your departure to enable us to create a distinctive renewal experience, we appreciate the time you had taken to share your personal feedback on TripAdvisor. Rest assured that we will continue to extend genuine island hospitality complemented with Westin’s inspiring touches. We look forward to delighting you with new and exciting transformations on your next visit. Warmest aloha!
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Los Angeles, California
Contributor
11 reviews 11 reviews
8 hotel reviews
Reviews in 8 cities Reviews in 8 cities
10 helpful votes 10 helpful votes
5 of 5 stars Reviewed November 6, 2012

We love the Westin Maui. It continues to be our favorite resort on the island even after 15 years of vacationing! The staff at the Westin Maui is superb. We were greeted as we parked our car and greeted again upon entry to the hotel lobby. Ronzi helped us take our luggage up to our room. He was such an enjoyable way to start off our stay. He played ukelele with us, made us roses from palm leaves and was so much fun to spend a few minutes with. A friend traveling with us (but staying at another hotel) said she couldn't believe how entertaining Ronzi was and he was one of her favorite moments of the whole trip. We love the bar staff at the Ono Bar. They greet you with a smile and make a killer cocktail! They even remember our names from year to year. Guy, Keoki, Jerome and Junior will be missed but we can't wait to see them again next year!

  • Stayed November 2012, traveled with friends
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinMauiAmbassador, Manager at Westin Maui Resort And Spa, responded to this review, November 7, 2012
Aloha Mike! Thank you for recognizing the exceptional services extended by Ronzi and Ono Bar & Grill bartenders (Guy, Keoki, Jermone and Junior). We truly appreciate your kind comments and look forward to creating more delightful experiences on your next visit. Malama pono (take care)!
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Bolzano, Italy
Contributor
18 reviews 18 reviews
12 hotel reviews
Reviews in 12 cities Reviews in 12 cities
3 helpful votes 3 helpful votes
3 of 5 stars Reviewed November 5, 2012

Its an ok place. In general the Kaanapali beach (where hotel is located) is full of old, rich, white, people spending their calm days here. So if you are into this kind of thing, then its your place. You can expect higher prices, touristic attractions, very calm atmosphere. Rooms are smallish and please make sure you have a view to the ocean. There are 2 good restaurants just outside the hotel. You would need a car, because its hard to reach anything from here. If you are for some active holiday, keep away from this place. I had some small ants in my shower and missed some natural ventilation.

On the good side, there is a nice sand beach, good (but not the best) snorkeling just 5 minutes away.

Room Tip: Take a room with the view to the Ocean. The sunsets here are wonderful.
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  • Stayed November 2012, traveled on business
    • 3 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinMauiAmbassador, Manager at Westin Maui Resort And Spa, responded to this review, November 7, 2012
Many have raved on the pristine setting of Ka’anapali Beach which was once voted the Best Beach in North America. We are truly sorry that you did not have a similar experience particularly with a myriad of activities within walking distance of the resort including kayaking, stand-up paddling, scuba diving, para-sailing, catamaran sailing adventures, golfing, Polynesian luau dinner show, shopping and entertainment at Whalers Village, a historical walking tour of Ka’anapali Resort and island tours that can be booked at the resort itself. We also offer complimentary shuttle services for resort guests to visit Lahaina Town famed for its sightseeing attractions, shopping, dining and nightlife. We do hope you will take advantage of these distinctive offerings on your next visit. Warmest aloha from all of us!
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Taipei, Taiwan
Reviewer
5 reviews 5 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed November 5, 2012

Overview: We can't say enough about our experience at the Westin Maui during our November vacation. There are a number of things that made it memorable, but what truly made our experience was the hospitality at the front desk. Her name is Grace and she was FABULOUS! Our first night we checked in late (11pm) and was given our room as reserved (mountain view---and parking lot view). At check in we were told that we could not upgrade at that time due to the hotel being fully booked at it was late at night and everyone had checked in. We were told we could try again in the morning since many guests everyday check out and in. In my opinion the mountain view was not horrible. Yes, you could see the parking lot, but also the beautiful distant mountains. This is what we had paid for and what we expected. My husband absolutely loves a good view and really values it so the next morning he went down to the front desk and had his first interaction with Grace. She explained to him that the hotel was working on some renovations for upgrades to the rooms and that was likely the reason why we could not be moved the night prior (knowledge is power and I respect the hotel/person even more for their honesty). Grace was able to grant our request for an upgrade and gave us a WONDERFUL ocean view room. This truly made our vacation. We were able to wake up to the waves every morning. We have Grace to thank for this. With all of this said, my husband and I are fully aware that we came to Maui "off season" and if we came during peak season we likely would not have been upgraded, but we still would have thoroughly enjoyed our Westin experience due to the following:

Hospitality: Grace not only gave us a gorgeous room, but she made fabulous recommendations on where to eat, snorkel, and watch a luau. It was like she was our personal concierge!

Pool area: 5 pools! There is an adult pool aswell that we took advantage of with a separate bar. This certainly is a family friendly resort, but if you come on your honeymoon, you can choose to be completely secluded, which I think is nice. Chairs--there are PLENTY. Not once did my husband and I have difficulty finding a spot to sit in the sun or shade. There is nothing worse than paying a lot of money to stay at a resort and not be able to enjoy the pool area.

Food: My husband and I ordered room service one night for dinner and were surprised by the portion sizes and quality of the food. Prices were average for room service, but not extremely expensive.

Beach: Absolutely perfect location. Kaanapali Beach is a gorgeous and long beach with the perfect combination of swimming, surfing/body boarding (to the left of the Westin there is an area that appears to get more waves) and snorkeling (small walk to Sheraton to snorkel around black rock). Kaanapali is also very close to other great beaches and snorkel spots on the west coast.

Overall we had a great vacation and were very happy with our Westin experience. Disclaimer: we did find a deal on priceline for our room since we came off season. I can't comment on how I would feel if we paid full price for our room, but my suspicion is that we would have felt the same about the above items.

  • Stayed November 2012, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinMauiAmbassador, Manager at Westin Maui Resort And Spa, responded to this review, November 7, 2012
Mahalo for taking the time to write this glowing review. We are truly fortunate to have outstanding associates like Grace who provide exceptional service and create unforgettable memories for our guests. We will be sure to share your comments with her and look forward to welcoming you back. Stay well!
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Additional Information about Westin Maui Resort And Spa

Address: 2365 Ka'anapali Parkway, Lahaina, Maui, HI 96761
Phone Number:
Location: United States > Hawaii > Maui > Lahaina
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#4 Business Hotel in Lahaina
#7 Luxury Hotel in Lahaina
#10 Spa Hotel in Lahaina
#13 Top resorts Hotel in Lahaina
#19 On the Beach Hotel in Lahaina
#20 Family Hotel in Lahaina
#22 Romantic Hotel in Lahaina
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — Westin Maui Resort And Spa 4*
Official Description (provided by the hotel):
The Westin Maui Resort & Spa, Ka'anapali is located along a breathtaking stretch of the gorgeous, white-sand Ka'anapali Beach. ... more   less 
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Also Known As:
Westin Maui Resort And Hotel Lahaina
Westin Maui Hotel
Westin Lahaina
Westin Maui Resort Spa
Lahaina Westin
Westin Maui Resort And Spa Lahaina

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