My first choice in hotels is always Starwood Westin properties so it was a no-brainer for me to stay here for our "Babymoon". We expected to mostly lounge around the hotel property since I was 6 months pregnant and not able to partake in our usual excursions. This was by far one of the MOST disappointing and upsetting hotel experiences I've had.
Room #1 - We had requested a king bed but they put us in a room with two doubles and rather than a mountain view, it was a parking lot view on the 10th floor. All night long all we listened to were the sounds of the car alarms going off and what sounded like garbage trucks (or maintenance trucks) beeping and setting off more car alarms as they drove around. I asked the front desk if we could switch rooms because we could not get any sleep listening to car alarms all night long. It also did not feel like we were on a tropical island but rather in the middle of a big city. They told me they could not move us, did not even try to help us. I then had our travel agent call and they were able to get the hotel to switch our rooms.
Room #2 - No more car alarms going off, but this room seemed like it was the punishment room and they were putting us here because we had complained. No joke, it was the DIRTIEST, SMELLIEST ROOM I've ever stayed in. See photos for proof of that, however the photos don't do it justice. The bathroom smelled like urine, even after I had housecleaning come up to clean it. It did not have a Westin Heavenly shower head, but an old dirty, grimy, one. Everything was filthy, I did not want to touch or sit on the bed. The AC was broken so we had to have maintenance come fix it, then the bathtub was clogged so we had to call maintenance back to fix that. Within the first few hours I was in tears and so upset about our "babymoon". There was nothing relaxing about our last trip before the baby. I finally complained to the property manager and they gave us a third room.
Room #3 - Still not the best room, but after the first two it was fine to get us through the rest of the trip. The only complaints were stains and hair on the clean towels and a huge stain on the comforter, so I just did not use it for the rest of the trip. Pretty frustrating but at this point I was just trying to salvage what was left of our trip and make the best out of the few days we had left.
Overall the location of this property was good, close to the beach and lots of shops and restaurants. Pool area was decent, but the room situation ruined my trip. Never thought I could be so miserable in Hawaii! Very disappointing.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
July 26, 2013
Words cannot express our regret for failing to make your babymoon a renewing experience. We look forward to connecting personally with you at firstname.lastname@example.org at your earliest convenience. Please know that the comfort and satisfaction of each and every guest is of utmost priority to us. We appreciate your feedback and will ensure necessary measures are taken to restore your confidence on your return visit. Stay well.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.