I am the type of person who calls and does internet searches constantly, so I’m not usually caught off guard on vacations. Everything started with a room mishap. I was told I would get a “King Suite” room from the 800 reservations operator, but when we arrived at noon on our scheduled day of arrival, we were given a single room with a king bed. That wasn’t going to work for our family of four so after talking with the front desk, we were moved to a room with two doubles and a single sofa bed. I have a boy and a girl and they are too old to be sleeping together so my daughter got stuck with the sofa bed that was literally 24 inches wide and 5’8” long (we measured). There is no way an adult could sleep on this. We asked for another comforter to make the “bed” more comfortable and were told there would be a $300 deposit required that they would refund if we didn’t take it home with us. What? I didn’t have to put a deposit down on the other two beds… After finally tracking down the night manager, at 9pm, we were told that they would fix our room situation the next day. Surprisingly, they did and we were VERY pleased! Still there was a lack of service and a lack of information that haunted us our entire stay.
When I called a week prior and talked directly with the concierge, I was told that we would receive a lei greeting upon arrival. We didn’t get our 59¢ shell leis until our second check-in day. A bummer for my daughter who was so looking forward to that Hawaiian custom. (You can order flower leis, but that is extra.) On my last trip to Maui (at another hotel), we were greeted with cool wash cloths and a glass of POG. I guess those days are over.
There are beautiful waterfalls and flamingos and lots of beautiful places to take a family photo at the resort. You are even given one photo free… if you sign up the minute you arrive. The front desk never told us this and by the time we figured it out, it was too late and there were no more slots available during our stay. We got a shot with our own camera, but we were ready and willing to spend money on this for a professional photo.
While at the pool, I was wondering why so many parents were ordering their kids $8 PB&J sandwiches. Is everyone here rich or do they have a secret? Yup, another feature that we missed. There is a new feature called the SPG Kids Pass. It is only $15 a day and includes breakfast at the ‘Ono buffet ($30), lunch from the ‘Ono Bar & Grill, Sea Dogs or ‘Ono Poolside and then dinner from ‘Ono (with dessert) as well. We figured we spent at least an extra $100 on our daughter that we didn’t have to, in addition to wasting several of our free breakfast passes on her at the buffet. No one told us about this until our breakfast server did on our last day at the resort.
Overall, we had a great time in Maui. How can you not enjoy paradise? It just would have been that much better if we could have enjoyed our resort even more. Here are a few tips on how to make your stay at the Westin Maui a great one:
• Write down the exact room type you are to receive and call the front desk in Hawaii to confirm even after you receive your written confirmation. Don’t rely on the 800 number as it isn’t in Hawaii. Make sure they match.
• Print it out the exact rate plan or promotion code that you are applying to your room and take it with you. There are so many different codes and discounts available. Our front desk agent had trouble with ours.
• Ask about any kids discounts or programs that may be available.
• Call the American Express Activities Center at the resort and have them email you a list of activities available before your arrival. This is not on the website. We worked with Stevie and she was wonderful. She made sure to remind us to pick up our forms early so we didn’t lose our reservations for scuba and parasailing.
• If you have curly hair, bring your own hair dryer. The ones provided don’t have a low cycle, just high and higher.
• Be aware that there is a $25 resort fee that is charged daily. This covers the self parking (valet is extra), the internet ($10 extra if you want higher speed), the gym, your free photo (if you can get on the list in time), two bottles of water in your room, etc. They should use this extra money to heat their pools and jaccuzi...brrrr.
• Be prepared for the BIG sales push to buy into the Westin Villas up the road.
Yes, the Westin needs some updating and maybe some better customer service, but we enjoyed ourselves…it’s Hawaii after all!!!
- 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