The Westin Hapuna Beach Resort

I was there for an annual golf tournament and checked in Saturday afternoon (9/5). I was on the 7th floor in the north tower. That evening at about 12:30am, an alarm sounds for a bit and cuts off. I wait for a while an nothing further so I call the front desk to see if it was a real alarm. The guy tells me no it's not a real alarm but they are trying to find out what happened. I try to go back to sleep then about 30 minutes later, another alarm sounds. This time it's the "all clear" alarm in english and Japanese repeated 2-3 times. At this point, falling back to sleep wasn't an option so I turn on the lights in the room. Then I see roaches scatter from the dresser and center console between the beds. I was fast enough to get one and then saw another in the bathroom. The next morning, I take the roach that I killed and told the guy at the front desk (he'll know who he is) that there's roaches in my room and worried about not taking them back to Oahu when I leave. He says basically that it's "normal" and changing rooms can't guarantee no roaches. He says he can check on available rooms but they're "busy" but he can also call maintenance to spray the room. I ask will it smell? He replies no but you'll have to air out the room (basically to me, this means it'll smell). So about 7am I head to the golf course on Sunday (9/6) and everyone was talking about the alarm in the middle of the night. One of the golf course employees stated "oh, that happens all the time and since Hapuna Prince and Mauna Kea Beach Hotel and sister properties, when one goes off at one property it triggers the other". I have no way to confirm this but he sure sounded like he knew what he was talking about. Then I brought up my roach encounter and people couldn't believe the response from the guy at the front desk. I return to the room at about 4:30pm and the air conditioner is going full blast at 67 degrees...no smell to be noticed. We had the banquet for the golf tournament and returned to my room at about 9pm and guess what? More roaches!!!! I couldn't believe it but given how this was handled, I just stayed in the room and wished for the best. This morning (9/7) I return to Oahu and get to the office. I opened the carry on suitcase to take a few things out (no food) and when I opened my suitcase, out popped what I was afraid of, a roach!! I'm not bringing this suitcase into my home and took the contents out, washed the clothes and sprayed the suitcase. OMG, I won't be returning to this property!

Exactly what the doctor ordered if my doctor had said "You are stressed and need to relax. Treat yourself to a nice getaway and don't worry about the cost." Service was amazing. The setting is supurb. The beach is clean and welcoming. Two restaurant choices were memorable choices and the food/service was highest quality. We were there a week and during Hurricane Lala and the entire operation didn't seem to miss a beat. Impressive.

We can't say enough good things about our stay at the Weston Hapuna for our 50th Wedding Anniversary. Every staff person took care of us; from the fresh lei greeting, to the gorgeous room with a lanai overlooking the ocean. The pools were inviting and never crowded. The beach was immaculate, even a few days after a hurricane hit the island and took down many trees. Koa was one of the staff members who took care of our meals and drinks on more than one occasion and was just wonderful to us. When the staff brought us champagne and chocolate covered strawberries to celebrate our special day, I almost cried! We spent our Anniversary dinner at the Manta restaurant at the sister resort, Mauna Kea on Hapuna Beach. We were seated facing the beach and the staff again made our night so special, highlighting the Manta calling using blue lights. The meal was spectacular and the service was incredible. We were able to walk down and see the manta rays gathered along the beach; and view some of the Hawaiian dancing at the luau happening farther down the beach. What a special way to celebrate! Thank you to everyone we encountered in our week on the Big Island. This resort is a very special place!

We loved this hotel-it had beautiful rooms with big balconies and we were able to get 2 rooms that shared a private foyer. I don’t think you can beat the beach access here-definitely the highlight of the whole trip-in addition to VNP. My two teenagers had a lot of fun in the ocean! The dining was pretty good onsite. Really liked the Friday night pizza and salads. Not much variety in their mini store so having a car is helpful.

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.