The Westin Maui Resort & Spa, Ka'anapali

Unfortunately, we were at the resort during the last Kona Low that hit the islands, but that is not our reason for the average review. While the resort property is lovely and the pools are wonderful, the customer service is average for what is considered a premium resort. We booked the vacation last August and the package we booked through United Vacations included breakfast for two and a $100 @ day resort credit. When we checked in, we were told we did not get breakfast included and there was no resort credit. After a lot of back and forth between our travel agent, United vacations and the Westin, nothing got resolved, even after our travel agent and the rep from United Vacations called the hotel. I even sent an email to the general manager after the front desk clerk suggested I do so, and I included everything from our reservation and the emails back and forth - they never even acknowledged or responded to my email. As a Marriott Bonvoy member, I was very disappointed. We knew Maui would be expensive, but $60 for two of us for breakfast was outrageous. Needless to say, we didn’t eat breakfast there more than twice. They charge a daily resort fee, but if you want a chair on the beach, it’s extra, as are the cabanas. If you want to park a rental car, it’s an additional $50 @ day. Unfortunately, due to the storms, we were only able to enjoy a couple of sunny days. We went there to celebrate my husband’s 60th birthday and will probably never go back to that resort due to our experience there. It was an extremely expensive and frustrating experience.

We checked in yesterday and found multiple incorrect charges on our account that did not belong to us. When we raised this with the hotel manager, the issue was dismissed as something that did not happen on their end. There was no effort made to investigate further or resolve the discrepancy. The manager seemed to have zero interest in helping and we were essentially left to deal with it ourselves, spending a portion of the morning of our vacation to deal with this on our own. This is extremely concerning when it comes to billing accuracy and customer service. Someone else was charging to our room and we essentially were told it was our problem to figure out. Guests should not have to argue to have incorrect charges acknowledged. This lack of support and accountability was frustrating, especially at the start of our stay. We expected better customer service when addressing billing concerns. I would strongly urge management to review this situation and ensure proper support is provided to guests when billing errors occur.

As a loyal Marriott Bonvoy member who has consistently chosen Marriott properties for my travel, this was one of the most disappointing experiences I’ve had. My reservation was inadvertently canceled through Expedia’s chatbot without clear confirmation, resulting in a $1,500 cancellation fee. While I understand policies exist, what stood out most was Marriott’s complete lack of empathy or willingness to work toward any reasonable resolution given the circumstances. There was no attempt to understand the situation, no flexibility offered, and no acknowledgment of my loyalty as a frequent Marriott guest. At a minimum, I expected a conversation or some level of goodwill. Instead, I was left with a significant financial loss and the impression that customer loyalty carries little weight when issues arise. This experience has made me seriously reconsider continuing to stay exclusively with Marriott properties

The Good: Solid resort, great location, nice pools, and expansive beach. The food (albeit slightly expensive) was very good, although I would have liked more sandwiches available for lunch, and the breakfast had very small portions. Rooms were a nice size, housekeeping was great, and the overall grounds were lush and well-kept. The Not So Good: I’m Platinum Elite and had expectations that I would get something for staying 50 nights with Bonvoy. I got no upgrade even though suites were available. The “breakfast” was a cold premade option with coffee at a self-service market; I would have much preferred a credit toward a real breakfast. The front desk staff needs some serious customer service training, just not what I expected at a Westin, just attitude with yawning and a very uninterested demeanor. I had to ask 5 times to confirm late checkout (I get GUARANTEED 4 p.m. checkout), and I got consistent attitude and no answers to any of the questions I had. Only on the 5th time did I discover there is a hospitality room where guests taking a redeye flight could shower. Noise and smoking (even though it’s a non-smoking hotel) were an issue. I understand that we visited during a busy time, but the resort did nothing even when it was reported. It was sometimes a challenge to find deck chairs at the pool, but usually could even if it was further away from the water. For chairs and an umbrella on the beach, it was $185 for one day until 5pm, which is just ridiculous. The resort used an insane amount of single-use plastics, like for everything. I found it offensive and upsetting that even the straws were plastic, some of which claimed to be compostable, but nothing was separated, so everything was just trashed. Given the ecological sensitivity of Hawaii, this should not be permitted. The gym was great and very large, but three of the four Peloton Bikes were inoperable and the functioning one was very rusted. The spa was extremely underwhelming. I’ve had better spa experiences at an airport. There are no facilities, no cold plunge, no whirlpool, and the only sauna is an infrared single-user one in a shared common area. The lounge area is open to a bar; there were random people eating fried chicken while I was in my bathrobe and towel, not relaxing; do not go to the spa.

From the people, whether native or employees, were genuine and kind, willing to help! The amenities were in close proximity and easy to get to -- taking in the view and fresh air on the way. They have an arcade too and it's CLEAN and surrounded by professional management/team. Atmosphere of the resort is exquisite and i would revisit if i could choose to do it again. Room keeping was top notch + service. Only negative experience was a ~60yo lady at front desk that was giving attitude because we asked for room balance -- claiming that it's not her problem we don't have copy of your receipts of purchases. Yeah, we're human we forgot or lost a receipt... She wasn't a critical thinker to find a solution. Then management stepped in and saved any further stress. All in all, what a beautiful privilege to be here. Wildlife, Nature, Food. MMM MMM! :]