The hotel of 'No'
We stayed at Westin in Princeville for a week the prior two Summers and quickly realized that we'd been spoiled there. At Westin ORV Maui, the word 'no' rolls of their tongues like water. If I asked for a salad with olive oil on the side instead of dressing and they said 'we don't have that' (? seriously?). If I wanted to order something for the kids that we saw on another menu at the adjacent pool, I couldn't order it. Two days in a row, they put cheese put on a salad for someone who is allergic to it (when it's not listed as an ingredient on the menu and they were specifically told 'no cheese'). That kind of thing. Everywhere we went, we found an obstacle and little effort to accommodate. The staff also appeared jaded; 'sorry' with a smile. On the resort: Westin ORV in Maui was a metropolis with many huge buildings, three pools. The room was fairly well-equipped. However, the wall in the living area made a very loud knocking sound at least once every 2 minutes, which woke the kids up (and us) all night long because we thought someone was knocking at the door. It was horrible. When I reported it, I hit another roadblock: Sorry, we're at 90+% occupancy and we can't keep you near your mother, who is disabled. It's like any big company - if it's too big, the individual ceases to matter as much. It now appreciate Westin Princeville more than I did before, where our experience felt intimate, personalized and the staff was cheerfully and graciously accommodating.