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Reviewed April 21, 2013

we just stayed at Westin Resort and Spa for 8 days. it was beautiful. everyone is SO FRIENDLY. and I mean everyone - and it's not a fake customer service thing, it's just how they are. We originally booked a "mountain view" room - this is truly just a parking lot view with mountains in the background. After 3 nights we upgraded to ocean view. We were in 621 and if you want true ocean view without looking through palm trees, you should be above 7th floor, but our view was still amazing. the property itself is so beautiful, amazing flora everywhere, waterfalls, 5 pools, flamingos and koi and a black swan in the lobby area. We walked the beach boardwalk that runs in front of all of the resorts along ka'anapali parkway and this was the nicest pool/lobby area that we saw. Hyatt was nice too (second) but this was better. SOME TIPS: go to the store there are a couple of grocery stores and a walgreens in Lahaina, buy bottled water for your room if you drink more than 2 bottles per day (they give you 2 free bottles per day), and we also bought snacks for around the pool (granola bars, apples etc). We also bought a little cooler and ice packs to take with us on excursions or even for the pool area. Alcoholic drinks at the pool are $7.75 for the daily special drink, or $10 for regular drinks (not huge either). bottled water is $3.50, bags of chips $2.75, hot dogs $6. O'no's and Tropica the on-site restaurants have very similar food, but are both good - expensive though. Breakfast buffet is $28.95 per person - it's a big buffet though. There is also a little area to buy oatmeal and such which is a bit cheaper, or there's a McDonalds in lahaina. The resort is next door to Whaler's village, a great shopping area and also has some nice restaurants as well - also a subway, which we ate lunch at a lot. We saved our money for dinners. Go into Lahaina, there are several cool restaurants and tons of shopping along front street. Park in public parking area at the end and just walk, it's very nice. You can also walk to Black rock from the resort and jump off the cliff, but there are HUGE sea turtles there too, just off the beach which was really cool. great snorkeling in that area. If you do'nt care about getting daily housekeeping and you put the tag on your door, you get a $5 voucher to use pool side or at Ono's or Tropica - we saved ours the whole week and used $35 for breakfast buffet. If you do'nt get housekeeping you can still get your water or coffee packets from the housekeeper. there is a daily resort fee of $30 (very average for the area) but it's great that it covers self parking for free and internet in the rooms or the lobby area. We also saw a lot of whales right off the beach at the resort or while we were driving into lahaina. Oh, and the BEDS were amazing too!! Overall I have so much to say, it was a GREAT resort, super friendly staff and we had a WONDERFUL time.

Room Tip: The oceanview rooms are the best - noisier than parking lot/mountain view only because you hear the waterfalls from the lobby and the birds chirping (TONS of Myna birds!) but it's a nice sound to wake up to, and it didn't bother us at night at all. We were also right by the elevator and never heard any noise from that area at all either.
  • Stayed: April 2013, traveled as a couple
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Thank Jennifer H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed April 20, 2013

The location is (mostly) amazing with one (major) defect and that's Whaler's Village next door.

If you're a Starwood Gold or Platinum member (like I've been since 2001, for 13 consecutive years) then you'll be (un)lucky enough to be "upgraded" to the Preferred Guest Floor with an Ocean View.

The view is amazing, one of the best ever. Then you suddenly start to realize that the various noises that come into your room from Whaler's Village will ruin any time you plan on trying to spend in your room.

It starts with Leilani's (a restaurant next door in Whaler's Village) sorting their glass recycling daily at 6:30 in the morning and it sounds like a homeless person came into your room to sort your trash.

Then nightly between 6 or 7 for an hour or two Whaler's Village puts on various "Hawaiian Cultural" events, which might sound quaint, except it's neither charming nor a real Hawaiian Cultural event. They use this as an excuse to play very loud, very bad, live music which you can't escape even by closing your Lanai window (which is horrible in itself, since those Lanai's are one of the main reasons for coming to a hotel like this), and if you try and brave through it with your window open, it's approximately just as loud in our room (on the top 11th floor) as it is down in the front row (tonight we decided to go down there and see how loud it was up close) at Whaler's Village.

When the "cultural" events aren't going on, Maui Grill or Leilani's have various live music acts at different unpredictable times just to add some more bad music flavor to the mix.

All of this is really annoying and puts a huge damper on what would be an otherwise fantastic physical property, until you try and talk to the hotel staff about it. We've spoken to about 8 different staff members throughout the week we've been here and of them, only 1 had any clue about customer service or expectation management. For the most part they're combative and let you know Whaler's Village is not their property and there's nothing they can do about it.

To add insult to injury the "Guest Relations Manager" called me tonight and I'm still not sure why. He was well aware of the poor experience we've had the last 8 days, and then proceeded to argue with me and tell me "I'm sorry you don't appreciate Hawaiian Culture" because I had called to complain about the incredibly loud hip hop song the "Hula" show had just been playing.

If I could upload audio or video here I would, we've recorded the extraordinary noise nightly for the letter we're going to send to the Starwood CEO and Hotel GM.

What's wild is I've had just under 250 stays at Starwood properties since 2001, and I can honestly say I've only had 2 bad experiences and this one being the capper. Normally I don't bother checking Trip Advisor for Starwood Properties because I've always had such great experiences.

Short of buying Whaler's Village and tearing it down, I think the next best thing they can do is get out of their management contract and get the Westin name off of this hotel. Let it be the Holiday Inn Kaanapli as that's what the experience has been like.

  • Stayed: April 2013, traveled as a couple
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3  Thank Rick W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinMauiAmbassador, Manager at The Westin Maui Resort & Spa, Ka'anapali, responded to this reviewResponded May 23, 2013

First and foremost, we would like to thank you for your valued loyalty as a SPG Platinum member. Rest assured that guest satisfaction is of utmost priority to us and our associates are always working on creating delightful experiences for our guests. We sincerely regret that we had missed doing so during your stay with us. While most of our guests enjoy convenient shopping, dining and nightlife at the neighboring shopping village, we can certainly understand and appreciate the importance of experiencing blissful comfort while on vacation. Your detailed feedback is much appreciated and we look forward to taking necessary measures to restore your confidence in us again. Malama pono (take care)!

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed April 20, 2013

My husband and I stayed for 5 nights in this resort. I had a wonderful experience.
The rooms are beautiful and wonderfully decorated and clean.
The staff are courteous and very helpful and knowledgeable.
The resort is awesome! I love the pools and the views. There are a lot of activities here as well including snorkeling and scuba diving.
The hotel is very close to the Whaler's Village where there is a large variety of quaint shops and restaurants as well as shops for our daily bottled water and souvenirs. The hotel also offers a free shuttle to Lahaina where we attended a luau.
The restaurants are wonderful. I especially enjoyed the food at Tropica, including its lovely beachfront setting.
The lobby was interesting since there were exotic birds, and connected to the lobby are lovely art shops that we enjoyed seeing.
This hotel made our Maui trip memorable.

Stayed: October 2012, traveled as a couple
Thank SHERYL C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed April 20, 2013

We just returned from 10 days at the Westin Ka'anapali hotel, and what a wonderful time we had. When we arrived we were greeted by the valet's at the front door who were so warm and welcoming. Ronzi took our bags to our room and by the time we left, Ronzi felt like a friend. He let us borrow two ukuleles for the kids to play and we jammed with him on his breaks. I asked my kids on the plane home what the most memorable part of the trip was, and for both of them it was making a Hawaiian friend in Ronzi. The other staff at the hotel are helpful and we got the sense that they were really genuinely happy in their jobs as well as efficient which tells me that the hotel is well managed. The hotel staff was very helpful and not just when they were making reservations for activities. They helped us recover a few lost items and suggested activities, pointed out whales and overall were extremely friendly and helpful. In addition to Ronzi, we especially enjoyed Maria serving at the pool and the friendly concierges near the beach.

The pools are wonderful - 4 pools for kids and a quiet adult pool. The big water slide is great for kids and there's volleyball and basket ball - something for everyone. The beach is just as wonderful. We played in the surf, boogie boarded, snorkeled right in front of the hotel and at black rock which is a short walk. We also enjoyed Newman the black swan and the flamingos in the lobby pond. It's a unique and lovely lobby experience. Don't miss the duck that hangs out with the flamingos. We wondered if the flamingos have adopted him. Maui is a lovely place with lots of activities but it was hard to leave the hotel.

The rooms are nice, clean and well maintained, but ours was not extra special. Our balcony had views but we were over a big rooftop so it wasn't ideal. The pool has shade, which the resort should figure out how to manage better. More than once people put their towels on the shaded deck chairs and left for hours. It seemed extremely inconsiderate of those guests since shade is so valuable especially to people with children. The food is good but I would have appreciated more Hawaiian options on the menu. I'd be happier to pay $20 for Hawaiian food rather than a burger.

Overall we had a wonderful time at the Westin Ka'anapali resort. We would be happy to come back for another visit to Maui.

Room Tip: View rooms are worth the cost during whale season
  • Stayed: April 2013, traveled with family
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1  Thank Maria G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed April 20, 2013

We went here for our two week Hawaiian holiday and it definitely lived up to the pictures! We have some wonderful memories swimming for hours in the giant pools. Easy access to everything you need at Whaler's Village. Only complaints were price (jeez, you're rich enough) and outdoor buffets. Cinnamon rolls might be nice, but leaving for seconds will attract birds (poop and all) to your plate.

Room Tip: The top floors might not have an amazing view, but it's quieter and much more calm.
  • Stayed: July 2012, traveled with family
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2  Thank lovehopejoycandy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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