KORV Service

We have been TS owners for some time, both w/ Marriott and DVC, so we know what to expect.

Recently stayed at the Westin on Ka Anapali, and we really were shocked at the poor level of service. Beautiful resort, but marginal (at best) service overall.

Is this the norm, or did we get the short straw?

Welcome - can you please clarify what services you are talking about?

DeniseM said:

Welcome - can you please clarify what services you are talking about?

Click to expand...

Thanks!

Service at the resort in general. It seems like the staff were all just barely interested in providing the minimum. Recreation staff did not show for planned activities, staff on the pool deck walked right past trash on the deck (I found it necessary to pick it up after being there for over an hour), housekeeping was not completed (we were renting the room from Starwood, they acknowledged it was supposed to be done). We were ready to purchase (resale), but did not feel like returning.

Seems like minor stuff, but added up over the course of a few nights.

I really wanted to enjoy our trip, an we did, just disappointed in the resort staff. Location and rooms are great.

Sorry for your experience.
It is strange the different experiences people can have at the same resort.
We have been for 3 years now - no issues what-so-ever - we have found the staff to be friendly and helpful - and willing to assit when asked.

Hmmmmm.....I can't say that Starwood is knows for "exceptional" customer service. Maybe Marriott and DVC are? I haven't stayed at either, so I can't compare. Quite honestly, we are very independent on vacation and actually prefer for staff to stay out of our room, and we don't participate in resort activities, so maybe we have different expectations? I am more concerned about service 1) at check in and with any reservation issues 2) when dining at the resort 3) with maintenance issues. As far as hotel types services....I'd rather do my own thing.

We've had pretty good and not so good service at WKORV over the years. I think a lot of our experiences have depended on our "expectations." On a scale of 1-5 (5 being excellent):

2003 -- 5
2004 -- 5
2005 -- 4
2006 -- 2
2007 -- 3

We own DVC and have stayed at the Beach Club Villas twice. I thought service there was

2005 -- 2
2006 -- 3

We own Hyatt and have stayed at the High Sierra once.

2008 -- 4.5

I've rented at Marriott's Newport Coast Villas twice, service was 3. We stayed at Four Seasons Aviara once, service was 5.

Anyhow, I guess that service/friendliness at WKORV isn't what it used to be, but we LOVE the location! It can't be beat for a great beach, nice pools, etc. The Marriott can beat it for the views IF you buy a great fixed view there, and it's very tempting if you tour the models there. But we love the WKORV turtles! If I had to do it over again, I'd buy a fixed week, fixed unit, at WKORV or Marriott on Maui. Or both. Hyatt is building there, also....

I'm with DeniseM... I'm not looking for a full service type hotel place. So, I really don't pay attention to the staff much except at check-in, the restaurants, etc... We do some of the activities but most of the time they are in the middle of time when we are out. I've used the Kid's club at WKORV and my kids had a blast and loved it. They pretty much love all kids clubs as it gives them something different to do during the day.

I've stayed at Marriotts and DVC and I've never seen a significant difference in any of the service I've gotten at any place. But then, again I'm not too picky when it comes to vacations. I prefer to be left alone on vacations.

Oh... DeniseL your PM box is full...

Like most folks who have posted already, we generally prefer to be left alone for our vacations. The things that are important to us are maintenance issues, check-in hassles, and service around the pool and in the restaurants.

I did notice a dip in service quality around the pool this year, but in asking staff about it, they explained that some workers had actually been sent home because they were at such low capacity (this was right after several airlines went belly-up, and people had to cancel reservations due to their inability to re-book flights on other airlines.) So, I would hope that the lack of pool service was due to a wonky situation this time. Our other two visits have been just grand, though.