The Westin Hapuna Beach Resort

We booked our summer family vacation at the Westin Hapuna’s residential property (a short 5-minute drive from the main hotel), which included full access to the resort’s amenities, pools, and dining. Unfortunately, Hurricane Lala struck the island, knocking out all power to our residence. After sunset, the house was left in pitch-black darkness. While the main hotel operated with generator power, our off-site villa had none. We went to the Westin’s poolside restaurant for dinner and noticed dozens of portable lamps on the tables. Because our residence was completely dark, we politely asked the staff if we could borrow just one lamp for the night to safely navigate our house. Instead of showing the slightest bit of hospitality or compassion during a declared natural disaster, the staff immediately refused without hesitation, bluntly stating that their manager would never allow it. Went to ask the front desk too but got the same cold answer. Experiencing an extreme storm is distressing enough, but seeing a luxury brand refuse a tiny gesture of assistance—a single portable lamp from a fully powered property to guests staying at their affiliated residence—reveals an appalling lack of care and basic human empathy. True hospitality is tested in times of crisis, and Westin Hapuna failed miserably.

While Hapuna Beach is absolutely amazing, the resort itself is a disappointment. For an incredibly expensive property, it feels like a Marriott with zero luxury. We didn't even get welcomed leis upon our arrival. There is no beach service, no tiki torches, and a singer played classic rock instead of Hawaiian music. Far worse, the grounds have starving, neglected feral cats, some of which are suffering. I still cannot get the images of these helpless cats out of my mind - it is deeply traumatic.

We had the most remarkable experience at the resort. Great food, views, beach, and staff. We did a family photo shoot with Pacific Dream Photography through the resort (specifically with Cynthia Buckles), and we had a great time — she’s so kind and talented! We ended up getting great photos with many package options, and we couldn’t be more pleased. NOTE: We originally booked with Blinnk Photography through the resort, but they recently had a name change to Pacific Dream Photography.

Stayed in building C in June. Lovely unit but a very elaborate and extensive construction project is ongoing only a few feet from the building. Management is aware of the disruption but feels it’s not necessary to warn guests since it’s not on the Westin property. Be prepared for very loud construction noise from 7 am to 3 pm daily. The 9,000 square foot mansion posted a large variance sign that allows the project to ignore the standard 12 foot set back from the property line. Something property management should have been well aware of, and should have disclosed to guests. Management believes the 90 day neighborhood construction clause in the contract absolves them from a duty to disclose. In my opinion this goes well beyond the disruption one would reasonably expect.

My family has stayed at this fabulous resort a few times over the years. Irrespective of Marriott status, we have always been greeted by the staff with open arms and have received amazing customer care, with no expectation on our part. This is truly an amazing hotel with a dedicated, hard-working team who always greets you with care and sincere love, even when they are busy accommodating guests. I am personally moved when members of the staff remember me by name and go out of their way to ensure we have a wonderful time at the hotel during our stay. We cannot wait to stay at this wonderful hotel soon!