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TripAdvisor traveler rating6348 reviews
Poor staff/experience, would NOT stay again
So glad we only booked this hotel for 2 nights and then over to Wailea Beach Marriott which has always exceeded our expectations. I will preface this that I am an Ambassador Elite member, which nobody at this property even cares about. My problems are with the pool staff and lack of communication they have with the rest of the hotel. When I checked in, was given towel cards which the front desk worker took back and put a VIP sticker on my room key, which she said is easier than using the towel cards. Next day, went to get a towel and was told I needed to go back to reception to get towel cards. Explained that room key was supposed to work for that. Eventually got towels but was scolded in front of everyone in line that I need towels cards from this point forward. Also got a nice eye roll by the rude girl working at the towel place. So nice being Ambassador Elite. The resort fee is a disgrace at $40/day, gets you a reusable shopping bag that you pick up at the concierge. It’s a gimmick because they try to sell you tours when you pick the bag up. Dented reusable water bottles in your room that you can refill, also 2 drinks (we don’t drink), free internet ( we already get this), a shuttle to some areas (only real perk), and no beach chairs!! 2 beach chairs and umbrella are $70/day! Wailea Beach Marriott includes this with their resort fee. Wailea also gives you bike rentals. At the Westin, activities are also included like arts/crafts and cultural activities. About 50% are not happening due to covid of course. So…they are ripping you off with their resort fee. I could see them reducing the fee, that would be fair, but no. Heard two other couples talking about this rip off. Also on checkin, don’t expect an upgrade. They have this new tower that is apparently amazing and you’d think they’d let bonvoy members try it out. Nope, we got an 80’s room with broken toilet seat and hair all over our bed. Gross! I opted to pay to upgrade to new tower, nope, sold out but the entire tower was only lit up about 25% at night. It definitely wasn’t sold out, its lazy staff not willing to upgrade you and not enough cleaning staff. This property is a huge failure and a disgrace to the Marriott brand and its loyal members. I repeat, stay at the Wailea Beach Marriott!!! This place is terrible and I have already filed a complaint with the Ambassador team. Loyalty should mean something and it usually does but not at the subpar property!
very nice hotel for the price. something for everyone.
big, beautiful & clean. food was good, but pricy as you'd expect. beach relaxing, not crowded, but no waves for surfing or body boards. beach and pool rentals available, but sell out quick. same or next day reservations for anything, including dinner nearly impossible. had a small issue, they credited us a days cost to compensate. would return.
Fine hotel, but I’d suggest looking elsewhere if you have Bonvoy status
The Westin Maui is a beautiful property and is in a great location– they did a nice job with the renovation. With that said, I can’t say that I’d recommend the hotel to friends or family. Areas for improvement: SERVICE The hotel staff were generally friendly but totally disorganized. We were given incorrect information about Elite benefits and amenities included in the resort fee multiple times. LOYALTY This hotel clearly doesn’t care about Bonvoy members at all, aside from a gratuitous mention upon check-in. The “breakfast amenity” (which we learned the hard way dining at the listed restaurant and then getting stuck with the whole bill) is limited to grab and go– I’ve never seen this at a hotel of this caliber. To the hotel’s credit, they did make the situation right as we were told by multiple staff that sit-down dining was included. Additionally, their best rooms (in the Hokupa‘a tower) are not available for suite night awards or complimentary upgrades even if rooms are available. You need to book these rooms at exorbitant rates with points (134,000+ points per night for a standard room) where you’d honestly be far better off staying at the Ritz. FITNESS CENTER I guess they figured that people don’t work out on vacation because the fitness center was smaller than a NYC apartment. A huge miss in the renovation! CROWDS When the hotel is near capacity, the hotel amenities are completely overwhelmed. The queue for Starbucks took 20+ minutes and you need to get up at 7am if you want any prayer of getting pool chairs. Overall, the hotel is perfectly fine. But it wouldn’t be my first choice coming back to Maui.
The service was absolutely terrible. The servers at the pool were especially rude and unhelpful. The majority of the pool staff was unpleasant and short. Especially the people responsible for giving out towels and setting up the cabanas. The only pleasant staff members were the actual bartenders. I understand there has been a pandemic but it’s as if common courtesy as gone out the window. The staff should really work on how they treat their guests. The pandemic is almost over and it’s time they start acting like it. It’s an absolutely beautiful resort but would never spend the money it costs to stay there just because of how awful the pool staff was.
Paradise (but missing some key amenities)
We won this trip at an auction, so this hotel was selected for us, but we were very pleased with our stay. We opted to upgrade to the Hokupa'a Tower to a Large King Room with Ocean View, and we could not have been happier with this choice. The room was gorgeous with great views over Whaler's Village and down the beach (Room 885), and the perks of having access to The Lanai were the highlight of our trip - we spent so much time there enjoying the views, hospitality of the staff, the great beverages, and the culinary delights. Breakfast options were basic but always fresh and tasty and certainly made our mornings easier. We enjoyed sitting by both the pools and on the beach and took advantage of refreshing ourselves in both. We enjoyed the food we ordered from the various offerings (the Market, beach bar), although we did not get the opportunity to enjoy Waicoco while there. The hotel grounds were absolutely stunning, and we enjoyed the added bonus of the wildlife. We also appreciated the hotel working with us for a 3PM check out, basically gave us a bonus day to enjoy ourselves before our flight home. Our only complaint was that the room itself was not well-appointed for storage. With no bedside drawers or dresser, it felt like we were constantly just laying things about the room to either dry, unwrinkle, etc. Hangers were limited, and if using the closet/dresser provided there was no good place to tuck suitcases and such out of the way. The minimalist beach/island vibe decor was very tasteful, but may have gotten in the way of functional. As housekeeping was not being offered on a daily basis, this did not feel like too much of an inconvenience, but might be something to be considered. We were also a touch disappointed by the lack of sit-down dining options on the resort. When we arrived, Waicoco was only functioning in a to-go capacity (which was not something we had seen in spite of significant restaurant research prior to arrival). The Hale restaurant was really the only option, and had a limited menu that did not change between lunch and dinner. Views and live music were certainly nice, but once experienced, didn't bear repeating. Fortunately, the proximity to Whaler's Village overcame the need to restaurants on-site, but with the challenges of getting into those restaurants, it would have been nice (especially for first day after traveling) to have had an option on property. Also, Starbucks being the only early morning food option was disappointing - it would have been nice if the market opened sooner (6AM?) to accommodate early risers or those adjusting to time changes (especially those who dislike coffee or Starbucks sweet treats and waiting in Starbucks lines).