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“Ono Restaurant...Oh No!!!” 1 of 5 stars
Review of Westin Maui Resort And Spa

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Westin Maui Resort And Spa
Ranked #18 of 31 Hotels in Lahaina
Certificate of Excellence
AZ
Level Contributor
103 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 31 helpful votes
“Ono Restaurant...Oh No!!!”
1 of 5 stars Reviewed November 11, 2012

Did not stay in this hotel, only had the breakfast buffet on Sunday am. We ate at Tropica last year and thought the food was excellent, thought the receptionist rude.We decided to give the property another chance, since we are Starwood Platinum members. First time shame on me...second time shame on you! I have never seen such an unhappy group of people in my life. They act like they are doing you a favor by letting you eat there. Starting with the receptionist, to the waiters to the cooks. Unbelievable!!! I can only surmise that the attitudes reflect the leadership at this hotel...as EVERYONE ACTED THE SAME. The receptionist was rude and angry. The waiter set-up empty tables all around us instead of setting up our table and serving coffee. We WAITED 5 minutes to be served, though he was all around our table. We never saw him again after he gave us a napkin and coffee! The food was ok, though not exceptional. The cook serving omelets was "get it done and get home" attitude. Honestly, I have NEVER seen anything like it. In 40 years, I have never left a restaurant without leaving a tip...even for buffets, but this WAS A FIRST! I blame the management. This hotel needs to be overhauled from the top down... We never plan to give it another chance.Hard to believe this is a Westin. Just came in from the St Regis in Princeville...like another world. Stayed at the Maui Sheraton...much better in every way...but then any other hotel would be.

  • Stayed November 2012, traveled as a couple
    • 1 of 5 stars
      Value
    • 1 of 5 stars
      Service
Helpful?
1 Thank J3GP
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
While our associates have often been recognized for their friendly and welcoming ways, we regret you did not enjoy a similar experience. Your feedback is much appreciated as it is through discerning guests such as your goodself that spurs us to further improve our services. Rest assured that necessary measures will be taken and we look forward to welcoming you back to refreshing changes. Mahalo nui loa.
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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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El Dorado Hills, California
Level Contributor
67 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 35 helpful votes
4 of 5 stars Reviewed November 10, 2012

Enjoyed this property with our boys during Thanksgiving Week and had a blast. Location is perfect in Lahaina on beach walk near dining, shopping, activities and beach. Pool kept boys busy for hours, room was fine though small for my taste...though view from balcony of Black Rock was great. Loved the resort activities (artists, vendors, etc.) and Wii tournament on the rainy day! Enjoyed, almost purchased a timeshare at villa property (glad we did not), would return!!

  • Stayed December 2011, traveled with family
    • 4 of 5 stars
      Value
    • 5 of 5 stars
      Location
    • 4 of 5 stars
      Sleep Quality
    • 4 of 5 stars
      Rooms
    • 4 of 5 stars
      Cleanliness
    • 4 of 5 stars
      Service
Helpful?
1 Thank 2travel4us
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
2 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
4 of 5 stars Reviewed November 8, 2012

The hotel is located right in the heart of it all. The pool and hotel greens are beautiful and well kept. Overall the staff is great and very friendly, especially Ronzi at the service express department! We were put in a very spacious ocean view room, even though we hadn't booked one :)

  • Stayed November 2012
    • 4 of 5 stars
      Value
    • 5 of 5 stars
      Location
    • 4 of 5 stars
      Rooms
    • 4 of 5 stars
      Cleanliness
    • 5 of 5 stars
      Service
Helpful?
1 Thank Heatherfin78
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 15, 2012
Thank you for sharing your wonderful experience at The Westin Maui Resort & Spa. We look forward to delighting you again upon your return to the islands. Aloha!
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Washington State
Level Contributor
9 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 9 helpful votes
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
Helpful?
Thank kayenine
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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Issaquah, Washington, USA
Level Contributor
42 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 12 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
Helpful?
1 Thank monicajohns
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
Level Contributor
26 reviews
8 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
2 of 5 stars Reviewed November 6, 2012

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
Helpful?
2 Thank LoveMeSomeOceanBlue
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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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Philadelphia, PA
Level Contributor
56 reviews
18 hotel reviews
common_n_hotel_reviews_1bd8 27 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
Helpful?
1 Thank staishnjoe
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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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Westin Maui Resort And Spa

Property: Westin Maui Resort And Spa
Address: 2365 Ka'anapali Parkway, Lahaina, Maui, HI 96761-1900
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:
#6 Business Hotel in Lahaina
#6 Luxury Hotel in Lahaina
#8 Top resorts Hotel in Lahaina
#12 Spa Hotel in Lahaina
#17 On the Beach Hotel in Lahaina
#18 Romantic Hotel in Lahaina
#20 Family Hotel in Lahaina
Price Range (Based on Average Rates): $$$$
Hotel Class:4 star — Westin Maui Resort And Spa 4*
Number of rooms: 759
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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