Disclaimer: I am a Starwood front desk associate so I know how things "should" be according to Westin/Starwood standards.
The resort itself was absolutely amazing. My mom and I were upgraded to a beautiful, new, ocean view room which was much appreciated. Jayson checked us in and couldn't have been nicer! He was welcoming and professional and made us very excited for our stay. The grounds were perfect, we loved everything from the room to the food to the ocean. Lorraine in Relish was great as well and made us feel special. The concierge are also helpful and very knowledgable.
The customer service everywhere else we encountered was lackluster and left us confused. We were allowed to retrieve our own bags from storage on a trust basis, which doesn't seem safe for people's belongings, and the pool rules are not enforced whatsoever. This was most disappointing. The "adult" pool is hardly that. There were kids all over the place and employees all around who turned a blind eye. Everyone in the jacuzzi was commenting on how it doesn't seem like "16 and up" age limit mattered. The water slide attendant was on his cell phone the whole time which allowed kids to be rowdy and dangerous when sliding. Hopefully no one gets hurt.
We woke up one morning at 215am to go to Haleakala for sunrise. We come downstairs and our car was blocked in by valet. There was no one to be found and it took twenty minutes for the situation to be fixed. The valet apologized however we were 20 minutes late because no one was at the front desk or valet, which isn't standard practice.
Overall the stay was great and I would definitely return, I just hope the associates can learn to like their jobs more and know that they can truly make or break someone's experience. Again, special thanks for Jayson and Lorraine for showing they care about guest experiences.
- 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