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Customer Ratings & Reviews
TripAdvisor Traveler Rating6234 reviews
Coming Back To Previous Level
My wife and I stayed here for our last night of a Maui trip to check out the renovation progress. We have stayed here many times over the years and experienced a decline in the property. We found another resort on Kaanapali Beach over the past few trips. The one night visit was excellent. We were given an early check in and enjoyed a full day at the pool. There were plenty of chairs. The pools are better than before. Although we took no kids, the new kids pool area is just outstanding. The large water slide is as good as ever. Yes, there is still work to be done. The plywood walls around the construction are just depressing - they painted a few whales on one side - but they could have done a nautical stripe or something to cheer it up some. There is a lack of restaurants there now - but just walk about 100 feet to Whalers Village - great choices without the resort prices. The new parking garage is tight - but no tighter than the old parking lot. The walk is much closer now. When the renovation is complete - this place will be 5 stars again. Don't hesitate to choose the Westin today; it is very nice.I was happy to experience the new facility. .
96% Great 3% Average and 1% Other
We were told of the construction when booking our 10-Day honeymoon and the Westin Maui. So to see areas under construction were a given. The area they were working on was away from the pool and closer to the beach tower and not the main tower we were staying in. I can honestly say that everyone working at the hotel we came in contact with was friendly, attentive and went out of their way to may our stay memorable. A gentleman named Seth met us at check in and greeted us he made sure the check in process went smoothly. The lady checking us in was also exceptional. She told us about the construction, where to get get breakfast and how they brought in food trucks for food service since the main restaurant area was in the construction zone. Seth also mentioned 3 additional choices less than a 5 minute walk to the Whalers Village. We had a room with a excellent view of the pool and ocean. Yes... The rooms are dated but clean and comfortable. Yes, Heavenly Bed and Bath. The carpet in the hallway was old and tired and needs to be replaced (I hear that this tower is next for the remodel) but we honestly didn't spend that much time in the hallways. The pools are world class. Kids area, family area and an adult area. Plenty of chairs available and a very attentive staff. Janey greeted us everyday as she passed by. The servers were always in site and the service and food at the pool (food truck fare) was excellent. The level of personal service was 5 star. From the valet to housekeeping we were a name not just another customer. And now... The other.... Buffet breakfast was a little expensive ($30) we ended up either getting a breakfast sandwich at the coffee shop or driving into town. $35.00 a day to valet (only $30.00 a day to self park) is a huge wowzer. And of course the now traditional resort fee is just something I will never get use to. Once the construction is complete and if the service level remains the same I would rate this property as Excellent!!! A full 5-stars. Today? A strong 4.5 stars. Seth, Janey bellman, housekeeping, valet and even the man that cares for the birds... Thanks for 10 days in Paradise!
Very disappointed with the property transition from Starwood
So I have stayed at the Westin in Kanapali on several occasions. This arrival experience was a hotel experience not a hospitality experience. When this property was a Starwood property you felt important. From the moment you arrived the experience was spot on. From a welcome drink to the Lei ceremony. As a platinum elite I received a complete run down of my privileges as a VIP. They used to place VIP on the room keys and provided a complimentary breakfast buffet as well as exclusive discounts on cabanas etc... now that Marriott has taken over it’s a courtyard experience. Yes the property amenities are upgraded but they could care less if your a loyal customer. The check in experience was no different than the many courtyards I stay and quite frankly many of the courtyards are better. This is a luxury Westin on the beach in Maui for heavens sake act like it!!! Oh and you get a real breakfast voucher not some cheesy continental coupon for stale pastries. Upon entering the room which they were “unable” to upgrade the toilet tissue holder was falling off the wall. Housekeeping had to know this when they put the tissue on the holder. The icing on the cake was I had to ask the front Desk for my breakfast coupons and go back to the front desk to obtain them so essentially checking in twice. They were not even offered upon my checkin...lastly I had to ask about any discounts on amenities which they did finally reciprocate that I could receive a 15% discount. Again I had to ask it was not offered up. Starwood: VIP Free Valet Oven view room upgrade IN brand new remodeled room for the very best loyal guest Real breakfast vouchers Discounts on amenities Amazing arrival experience made you feel special as a loyal guest Marriott No VIP NO FREE VALET PASTRY VOUCHER if you ask Discounts if you ask on amenities OLD TIRED GUEDT ROOM falling apart MATTRESS IS PITTED very old not “heavenly” at all Please learn the ways of a true Westin Marriott or change your brand because this experience is NOT a Westin experience. I saved for years my points for what I thought would be memorable in a good way. Unfortunately from the moment I arrived it’s been a disaster of an experience If your looking to stay at a resort that appreciates their Platinum Elite in Maui I would suggest the Marriott Wailea or the Hyatt Andaz where I just spent the last 6 days do yourself and your family a favor don’t stay at this property you will be very disappointed. Oh and it’s totally under construction to top it off Jack hammers and noise all day
Terrible, terrible, terrible
Concierge arranged airport transfer, which is separate because at departure hotel was clueless. I got an Uber. Upon arriving I’m dropped off at his side door, the bus is not allowed in front. I am not greeted by front lobby rather a hallway, a set of stairs that leads to the concierge desk, passed to get to the lobby. I request a room as close as possible to the adult pool and quiet. I rented a superior ocean view room. I was taken to room 1035. At which time I went to open the sliding glass door it was jammed. I mentioned it to the bell person. We then tried to open it together proving that it was jammed so we moved rooms. I did not like the worn crappy old room and was given the choice to upgrade to an actual ocean view room. I was taken to room 887 what a joke! For $1500 additional dollars I was given a view of the wailers parking lot, a Mountain, black rock, partial ocean. Fine but not what I asked or paid $6k for! After this I thought it was a sick joke. I was AGAIN moved to 891. The view is spectacular and an actual ocean view. Upon arrival I had arranged airport transportation to the concierge apparently the concierge is different from the hotel because when I left everyone was clueless and I had to call my own Uber. Upon checking I was very clear that I would like a room close to the adult pool and according to my booking I expected a superior Ocean view. What I got was 1035 where the bell and I both agreed the door was broken and I was moved. I was moved again to 887 paid 1500 additional dollars for a so-called renovation room. Below my balcony was Whalers village parking a mountain black rock and some of the ocean . A joke! So I moved yet again to room 891 a beautiful view, but for impotent mgmt amusement Directly below full on construction. I knew the hotel was under renovation I did not however expect that upon repeating the ass before entering for the room that I wanted I was giving crap. The bathtub plug didn’t work it was fixed. Then the phone was broken and engineer came and told me it was working while he had his ear to the table. The last time I checked the phone comes to your ear. At this point I am at my ropes end. I’m hungry and tired from traveling. I order some food. I’m told they don’t really have room service that you order and get a box. I receive some meat that was dry as bark on a tree. I let them know as nicely as possible and received another plate of chicken that was also dry I wouldn’t feed it to my dog. The next day I ordered fish tacos from the pool Which I vomited! I tried one more time later to order a burger what a mistake! The fries are basically from a bag, cold and tasteless. After all of this I am offered some champagne and strawberries ridiculous! If from the start I was given when I asked for a lot of hassles could’ve been avoided. Registration and all of management should be put on notice. Furthermore the hotel is racist. Like most of the country white privilege is alive and well. While I’m at the counter being helped some older white person comes up to ask what is supposed to be a quick question, turns into someone basically getting helped while I stand there and wait when I’ve already waited. The room that I paid 1500 more dollars for was because it was renovated. Big deal! It had new floors and new finishes none of them worked! There is no lamp in the middle of the beds for reading there is no lighting in the room. There are in adequate outlets in the room. The bathtub plug is different from room to room and nobody knows how to fix it finally it was replaced entirely. Note to the Westin just give the customer what they asked for in the first place! Don’t wait until everybody and everything in my vacation is ruined the offer me a bottle of champagne. It’s beyond disappointing because of this Westin I doubt I’ll even visit Maui again. Terrible experience Supposed to be a four-star hotel, more like a Motel 6 with waterfalls, where the left hand NEVER know what right hand is doing. The staff are nice. The management SUCKS! Seth in particular, I guess that is amusing to use his limited power to stick me in one of less desirable rooms available. I know there were dozens of rooms better than the room I was in which I paid more for. Sadly I’m not a white businessman I’m a single brown girl. Like I’m supposed to be quiet-NOT! I simply want what I paid for!
Very spacious one bedroom accommodation with a great view. Great kitchen and property. Boardwalk in the back was a good place for walking and getting to Whalers Village. Parking spaces are very tight and limited.
Prices per person based on double occupancy including round-trip airfare via U.S. certified air carriers and round-trip airport/hotel transfers when arriving at airport closest to destination (for exceptions see Frequently Asked Questions), hotel taxes and baggage handling, fuel surcharges, and all pre-collected U.S. and foreign taxes. In some instances, pricing may specifically apply to one of multiple flights on select departure days. All packages are based on the lowest hotel/air classes available at time of publication, capacity controlled, subject to availability and change without notice. Promotional pricing may only be available for a limited time. Fees may apply for carry-on and checked baggage-view Baggage Policies. Some resort fees, environmental levies and departure taxes are not included and may be payable in resort. View Frequently Asked Questions for more information. Apple Vacations is not responsible for errors or omissions. Cancellation policies apply. Bookings are subject to the Fair Trade Contract. All public charter flights are operated by ALG Vacations Corp: Allegiant Air: PC 18-231, A319-156 seats or A320-186 seats /PC 18-234, A319-156 seats or A320-186 seats; Miami Air operated by TUI Airlines Belgium N.V. : PC 19-085 & PC 19-117, B737-800, 180 seats/PC 19-091, B737-800-183 seats; Swift Air: PC 19-092, B737-400-150 seats; Viva Aerobus: PC 18-228, A320-180 seats/ PC 19-079, A320-180-185 seats/PC 19-094, A320-185 seats. CST2139014-20 120319