Strike 1: Arrived 7:00pm with two villas reserved. Was told our teenage children had to stay on the other side of the resort. Strike 2: my wife and I entered the room to find dead cockroaches (I hope) and poison bait traps in the middle of the kitchen floor. Strike 3: When told pest problem was taken care of, very next evening returned from dinner out to find more bugs crawling around. Strike 4: was told our only option we had to pack up all of our things and move to a tiny room. Again assured bugs would be taken care of. Two more nights of bugs… Just received folio and no compensation was given. Will have to take legal action as my Maui experience was ruined.
I had to write this review more for my frustration rather than anything ever changing. I gave it one star mostly to Capture the attention. Don’t get me wrong this resort is beautiful, but it’s only beautiful because of the nature of Maui. Now to the gritty. Not only does this resort hold back their rooms to timeshare owners so that they can sell a certain amount of rooms to cash paying non-owners, but the longer you are a timeshare owner the less perks you get which in my mind should be opposite. Now the real frustrating part is that if you travel here with children you have to keep an eye on your possessions and keep inventory several times during the day. If anything gets left behind at the swimming pool it will disappear. And it’s not because people are stealing them but more that the staff are collecting loose items and only turning into lost and found things that they do not sell or rent at their resort. For example we have lost so many sets of goggles yet there are never any goggles in the lost and found or their “free bin”. This is because they sell and rent goggles and snorkeling gear here at the resort. Every employee has a different story about what happens to goggles, fins, snorkeling gear, inflatable devices that are lost on their property. Some say they get turned into at the towel desk yet the towel desk never has anything. Others say the front desk has it or security has it yet again the front desk or security never has anything. Other say that everything gets turned into the free bin, but in the free bin there is only things that you cannot buy or rent at the resort. For example used bathing suits and maybe a tiny shovel. I have been at the pool late and saw some items left which I personally turned in to that towel desk right before closing. Just to test their theory I came back the next day to look for those items both in the free bin and at the towel desk and lo and behold no one had anything. Pretty shady trick to force families to rent and buy from the resort itself. We have been coming here for 17 years in a row, and every year something like this happens. This year I have had enough. For how much you pay to stay at this resort, you have to treat it like it’s a cheap motel in a Third World country where possessions are everything.
Rack rate is $650 per night. No daily housekeeping & $20 for self parking. No lifeguards on the beach...swim at your own risk & pray that when you are drowning a group of strangers pull you to shore & administer CPR , while others call 911. Prayers to the drawing victim on July 22, 2022. Prayers to his wife & 2 young children. Won't return...
We arrived when the property was at nearly 100% occupancy—the island is packed with tourists emerging from the pandemic. Yes it’s crowded but it’s so big there is plenty of space. The property is simple, but so comfortable. The pool and the beach are steps away, allowing you to go back and forth between the two. Having the kitchen and the barbecues are so clutch. We enjoyed the barbecues and tables on a relaxing evening. With a Westin you know what you’re going to get. Jay the manager went above and beyond to make our family vacation (celebrating a special Birthday) extra memorable. There is a free cycle bin near the pirate ship where people leave behind umbrellas, noodles etc. just wish it was utilized more and people knew about it. Also look forward to the shave ice truck/car when it opens. We look forward to coming back super soon.
3.5 stars would be more accurate. Check in went smoothly and we were very happy with our oceanview unit (other than it being incredibly small, and too tight for a family of four). The main issue we had with this resort was management and Vistana who offered us the timeshare deal. Multiple times, Vistana stated that we could use our resort credit towards parking fees. Upon check in, was told that the resort credit could not be used for parking fees. He suggested that we speak to a manager and eluded that they would be able to accommodate us. After our mandatory timeshare presentation, we spoke to the manager who pretty much gave us the run around. The deal breaker was that she told us she would call us back before the end of the day to let us know what she could do. We never got that phone call. Customer service and follow through are EVERYTHING to us. It's one thing to say no, it's another to not follow through. For those reasons, I would not stay at this property again. As planned, after our 5 night stay at the Westin, we moved to the Hyatt and it was so much better in every way possible.
Great place to stay on Maui! Beautiful location and grounds. Sunsets are perfect and kid friendly with all the entertainment
Like the Marriott Ocean Club, this resort was also very disappointing.Customer service was poor, making accommodations for a room upgrade was non existent and they continue to use the Covid boogie man as to why everything’s not like it used to be.I’ve been an owner for years and am placing my week for sale asap!
Remember to use ʜoᴛᴇʟʙᴏʟʟʏ.ᴄᴏm when booking any hotel. This web site will compare countless hotel sites and usually will have rooms a lot cheaper than others! Thank me later on! This hotel is one of my favorites in this area. I've been staying here for years. If you choose this place you won't regret it.Nice resort. Wish they had more servers around the pool area and beach facing lounge chairs area. Parking convenient below each building. Located in a nice resort area but it's a long drive to the national park and road to Hana. The beach at the resort is great for snorkeling.
This is my second time to this location. Staff is very unapproachable because they are busy. I was planning on purchasing a plan at one of the resorts. I was told at check in from the timeshare staff that my wife and I would receive $150 for the presentation. On arrival to the presentation we found out that it was $150 in resort credit, but we could use it for activities if with booked through our room. The night before check out we went down to book an activity and was told we couldn't and was just out of luck. The lady was very rude. During the presentation I told them I couldn't make any commitment until Friday because of some financial obligations back home. They immediately changed to being short with me. On the way out I purchased a return vacation package for $1,700. The next day while attempting to tour another property I was rejected because I was told I was under pending contract with westin. I spent 5 hours of my vacation being passed around on the phone to find out what this pending contract is and to date still have not been told. On the day of check out I finally went to the desk to ask to speak to a supervisor. I was pushed off on at least 5 people who wanted me to just leave my number for a call back. I know from the previous 5 days that the call would have never come. After about 35 min of insisting to speak to someone in person Rocky the manager shows up. He canceled my my vacation package but never once made an attempt to make it right. No compensation for the wasted hours on the phone, the wasted hours in the presentation, and the hours upon hours of worry that I had been scammed into a contract. They made what should have been amazing absolutely horrible.
It was all so good. They do the best they can to make sure we are all served well