TripAdvisor Traveler Rating

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! :]

Highly disappointed in this property. 1. We were given an upgrade due to our status (titanium elite). I am not sure what a regular room looked like, but we were given lowest floor - looked at the AC unit. There were chairs to sit on patio - but completely un useable. Looked at AC - no view of anything. 2. We were offered an upgrade to tower for a cost. We asked the front desk agent three times what the cost was, she never could answer. She then looked for a room and there were none available. Why would they offer? 3. Due to our status, we are always given a free breakfast. This was not included. 4. We were told upon arrival, there was a private party one night and one pool would close at 4. What we weren’t told is the pool chairs would be stacked by our patio - although the patio wasn’t useable due to reasons above, this made it even more unsightly. 5. Layout of outdoor space is very choppy and no great views of ocean. 6. We never had a pool attendant on first day to order food or drinks. 7. Towels- you had to have cards (which we were given to get towels). We received one card for each day for each of us. The chairs are not cushioned, therefore you need a towel to sit on and one to dry off when swimming. We stayed in Wailea before we moved to Westin at the Marriott Resort. Much nicer property, great service, great pool and so. Much friendlier staff. I would not recommend the Westin. #Westinmauiresortandspa#westin

It’s because they could care less. I emailed in advance asking a couple of questions, mentioning that my wife and I got married in the hotel - and that we are bringing 11 family members with us to help celebrate our anniversary. An automated, generic reply. My questions were ignored. I sent a second email politely asking for a response to my questions. No reply. When we got married there, everyone was warm and helpful. Now they don’t give a bleep.

Great location, clean hotel, good recognition for titanium elite members including complementary breakfast and room upgrade. Great beach and swimming pools. Proximity to everything. I will come back!