We booked this hotel through Priceline's express deal. Even though they don't show the hotel name before booking, we figured out which hotel it was by the amenities that were offered. So basically, we researched the hotel, liked what we saw, and decided to go forward with it.
This trip was for our anniversary that we just took on March 11th, 2013. Before arriving at the resort, I emailed the guest relations manager and made sure she knew we were there celebrating a special occasion. I've stayed at previous Starwood properties and haven't had a good experience with most of them, so it was safe to say I was a tad bit skeptical of their customer service. After speaking to her, I was congratulated and promised that they would upgrade my room and have a special amenity waiting for us in our room.
At check in, at about 3:30 - 4 pm, we were the only ones in line with about 4 agents at the front desk. All of them glaring at their computer screens, talking to each other, and refusing to look up and acknowledge us. Finally about 5 mins later, a young lady calls us to her desk. After briefing her about my conversation with the manager, she looks up our reservation and tells us that we've been upgrade to the 3rd floor, ocean view room in their older tower. I asked her if we can please be upgraded to one of their renovated rooms I saw online (which I later found out was in their beach tower), and that we'd be willing to pay for any upgrade fees. She flat out responds, I have no idea what you're referring to. All of our rooms are the same! I show her pictures of the room I was referring to, and she says that those rooms are from a different property. I didn't believe her at this point, so I asked to speak to the manager, which she responds back by saying, the manager has stepped out. Pretty upset at this point, I ask her if she can at least put us on a higher floor (the hotel went up to the 11th floor). I told her that the only reason I chose this hotel was because of the gorgeous views of the Ka'anapali beach and the resort. To that she responds that the top floors are sold out (which I was told later by another agent that the top floors are under construction, again another lie because I saw a few people lounging in their top floor balconies). Very frustrated, I take what she's giving me and check in to the room. The room itself was very outdated, extremely dusty (I included a picture of the dust on the side table), and not properly kept; black bugs in the bathroom and the towels just put in random places and definitely no "welcome amenity". No way in hell would anyone believe this was a 4 1/2 star hotel by looking at the room. We were paying a $30 resort fee per night to basically upkeep the common grounds of the resort, because obviously, nothing was going into the rooms that the guests actually stay in. My husband calls the front desk and asks to speak to a manager. Again, we're told that the manager has stepped out and will call us once he returns. After about 1 1/2 hours, we receive a call from Jeff the manager. He is very unapologetic and refers to the whole situation as "not in my control". He offers us a one $30 resort fee credit and 2 breakfast vouchers. We tell him that we're not looking for compensation, we just want a better hotel room. He tells us the top floors are under construction and he can call us in an hour about a possible upgrade into their renovated tower (beach tower). After wasting another hour, we call him instead only to find out that he left for the night.
Long story short, (believe it or not, this BS goes on for a while) we were left in the same room, with housekeeping not really cleaning, just making our bed and giving us fresh towels. The staff at the hotel are very unpleasant. They don't smile or greet you. It's like they don't want you there. I even got some eye rolls when I asked a couple of the staff members to take our picture. Our waitress at the Ono Grill was the worst... she would interrupt us while we were talking or asking questions about the dishes, she would not refill our waters, and just gave us an attitude every single time we asked for something.
Before we left, I asked the front desk (new agent) if I can see one of the rooms with the best view just so we can take pictures of the resort and the beach, and sure enough, we were sent to the beach tower, 11th floor (no construction), renovated room.
Overall, the staff is horrible. They all lie and just look like they really don't want to be there. When you go to the concierge to ask for local attractions, instead of helping you out, they try to sell you on checking out their time share property down the street. The hotel is definitely not well kept, and the managers don't give a tiny rats butt as to how their guests are being treated. Couple of pros about the hotel, excellent location, beautiful pool area, and the food at Ono Grill. My opinion, spend a little more money and stay at the Hyatt down the parkway. Beautiful property, impeccable rooms, amazing staff and awesome food. Only downfall, Whaler's village is a little bit of a walk, but hey, a walk down the sidewalk under the beautiful stars is never bad :)
- 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