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TripAdvisor traveler rating6396 reviews
Very disappointing experience (especially as a Titanium member)
I am a Titanium member and have stayed at a lot of Marriott's and Westin's. We had 2 rooms for a family trip with 4 people. This was our 3rd time to Hawaii but 1st time to Maui. We had great things about this hotel so were excited to stay here. Unfortunately, our experience was far from great and in fact quite disappointing. - To start, I received no recognition or additional benefits as a long-time loyal Marriott Titanium member. I did not have access to the Concierge Lounge (in a different tower), which was a first at a Marriott/Westin and very disappointing. - Our check-in experience took ~45 min at the desk, not counting waiting in line. When we got to our room, the floor was wet (with smelly cleaning chemicals) and the chair was on bed. Returned to desk to get different room and ended up with no ocean view low room with direct view of parking deck. Upon letting a Manager know later, they did waive the $45 per day resort fee (a very nice gesture). - Rooms were nice, clean, and comfortable...but quite small. 2 people (maybe small child as 3rd) is about maximum. Shower was very nice and robes were wonderful. - Staff was nice but not overly friendly or helpful - Highlight was several very nice pools (including Adult-only and child) and beach area with beautiful views of other islands - Loved that hotel provided complimentary metal water bottles with many refill stations. - Lobby area was extremely nice with a koi pond, bridge across pond, birds in morning, and flamingos - Had vendors in lobby area most days who had very nice offerings and were very nice - Hotel is next to Whaler's Village, which has lots of nice shops and restaurants - Has nice fitness center with new equipment - Challenge is ocean-area in front of beach had many boats and tours in and out so felt dangerous for my family to swim very far from shore - Hotel was very full so there were long (~1 hour) waiting lines for towels and to reserve beach umbrellas/chairs. This could be a MUCH more efficient by process by changing their setup and staffing. - Challenge is only coffee shop is a Starbucks that had very long lines and was only open until 11 am. Room coffee maker and coffee was not good at all and essentially undrinkable so plan accordingly. - Recycling practices were VERY disappointing. Have recycling bins but when I gave the trash and recycling to housekeeper, she put everything in one trash bin. So the recycling bins are NOT being used to recycle. - Self-parking was nice option as parking deck next to hotel and convenient to access vs. waiting for Valet. - Didn't notice many/any on-property restaurants - Convenient location - Was offered a departure gift option of points, vacation club promo, or free on-line memory book. Selected memory book but did not get information sent until I followed up twice. Once sent, it appears offer is $30 off vs. free as communicated. Overall, a very disappointing experience. When coupled with the room cost (~$1K per room per night), we will definitely look for another option for next trip.
I'm staying in the Lanai and have stayed in the hotel once before it really impressed me a bunch.. so much so I'm beyond excited to bring my GF here for her birthday.. The hotel reached out before the stay and I replied about our pending trip (arrive Monday), I had some basic questions and wanted to make sure I had some birthday arrangements for her as I want to make it special...4 emails so far to them and zero reply.. I'm platinum elite and the room is over 1k per night so i expect some level of service.. I have stayed in so many Marriott's of all caliber and I have to say this is the worst customer experience I have encountered.. its not typical for them to ignore communications.. I'm arriving blind on Monday without getting my questions answered and without getting the assistance I wanted with regard to her birthday.. will update this review if the situation actually changes.. or if the stay deteriorates.. its shame I have to write this but it might stir someone to actually look at the emails I sent.
GREAT for families.
Had read some mixed reviews about this place, but we stayed there based upon friend and family recommendations. Worked out great. Mountain view was beautiful, tons of pools and one with a slide, beautiful lobby, nice drinks and snacks by the pool. Location near Whaler's Village is good because you're so close to restaurants and shops, although it does make the boardwalk near the hotel sort of busy. But, yeah, 5 stars. Great stay, and we'd stay there again. No complaints!
My Wife and I absolutely LOVED our trip to Maui for our Honeymoon! Neither one of us had ever been to Maui, and the Westin helped make our stay an absolutely incredible experience. From the moment we walked in, we were greeted by an open-air campus, stunning waterfalls, absolutely gorgeous landscaping, unbeatable ocean views, and very friendly staff. All we can say is WOW. The staff, from check-in to dining to cleaning to check-out were all very friendly and helpful. Parking was really easy as well. The location of the Westin is spectacular being right next to Whalers village. Not only does the Westin have remarkable food and drinks, but it is a 2 minute walk away from Whalers village where there is more food, drinks, and shopping, and it is literally right on the ocean! Everything was always so easy to get to. The pools and beach at the Westin were also spectacular. Such a large beach with nice waves, and the pools…WOW! So amazing. Having so many different pools and an amazing hot tub - all with surrounding ocean views was incredible. We would HIGHLY recommend the Westin!!! Maui and the Westin - we hope to be back sooner rather than later!
We only went for the Luau and it was Great. Exactly what you think it would be with the beautiful women dancing, men playing and twirling fire (how they do it is beyond remarkable) and learning their culture. Pure entertaining. Oh, the food and service was outstanding. Just do it.