TripAdvisor Traveler Rating

Worst vacation experience in my entire life honestly. Had now power in the rooms for 2 nights and AC was out for 4 nights before we were finally moved to another tower on the property that was functioning. The pool was never opened throughout our whole stay which was the main reason I chose the Westin in the first place. We have been fighting with Marriott to get a partial refund since accommodations were not close to adequate and make it right, but they are being very unreasonable. I will never stay at a Marriott property again since it’s clear they have no respect for their customers

At the end of September, early October, you can google Reddit conversations and see the craziness that this Resort put people through. Everyone deserves a REFUND that was staying at this resort, or a substantially reduced rate, to like 99 bucks. Not the 150 bucks reduction they offered people. They checked our friends into a room without any power and made statements, to me, that the power should be on in a couple hours. NOT TRUE. It had been off for 3-4 days, per other guests, and the pool was closed. A few hours later, some part had to be shipped from the mainland, and that was all I had to hear. I don't blame the people working there, but I assume they were directed by Mgmt. to continue to check in guests, which is nuts. While we all immediately checked out, and went to the Grand Wailea (which was excellent), there were numerous guests impacted and angry with the front desk. The line was LONG. They had charging stations for phones, and a family we ran into, was using the light from their phone to change their baby, in their room with no AC. They had scheduled pictures, and they told the wife to blow dry her air, in the lobby....lol CRAZY. Felt like everyone was on a punk'd TV show, or hunger games... I can just say, I will never stay or spend any money at this resort.

Came here with my wife to celebrate our 30th wedding anniversary, Checked in 9/24/26 Thurs. On Saturday 9/26, the hotel lost power due to high winds and nearby brush fire,woke up to a super hot,humid pitch black room, emergency flash light in closet just barely turned on making it useless. One elevator working and we were on the 10th floor of the 11th floor tower. We went downstairs to get information on what was happening and as one other reviewer posted pictures, there were just hand written signs of what was happening with the power and food options. The food options were Breakfast; (2) sausage links a scoop of rice eggs a two slices of grapefruit, the next day was the same thing but with bacon. ( free regular coffee from Starbucks)but if you wanted any cold pastries they would charge your room. Dinner options if you wanted to eat here whole the power was off you were charged about 35.00 . Pools were all closed since Saturday up until Wednesday when we left not sure if they re-opened them. The thing that really got to us is when we went to talk to the front desk regarding the status /updates, the receptionist told us that she just helped a previous guest and had to move them 3 times and when they came back she told them that they were better off checking out and finding another hotel at this point, my wife and I were like WOW she really said that,this was on the 2nd day with no power. On the 3rd day with no power the left a note on all guestrooms doors stating that they found out what was going on with the power outage and the part they needed for repair was found in Oregon and that they were flying a team member to go retrieve the part personally so repairs can be made. I don't understand why they just couldn't overnight the part they found instead of flying someone to go grab it. I believe that the management team could've done better in communicating and keeping all guest informed on what was happening, all other neighboring properties were up and running except for this one. We asked to speak with a manager but they said she wasn't available, we did speak to a Spa manager named Erin which she went above and beyond to help us out , she was exceptional, she got us moved on the last day to a room that had power restored which we were able to get ready in comfort and she got us valet parking comped. We payed lots of money to stay here and had to eat most of the expenses while the hotel profited off this and continued to check in new guest. We do want to recognize these individuals for their exceptional and true concern for our well being, housekeeping Mrs. Evelyn, everyone in Valet was super helpful and friendly, Erin the spa manager should be the hotel manager the way she got things handled. The hotel needs to make things right.

I would give zero stars if possible. 8/26, 2:00 AM (Sat): Power lost due to a brushfire and remained unrecovered through checkout on 9/29. Intermittent power outages persisted even after electricity initially returned, alongside recurring cable/wifi failures and pool closures due to filtration issues. Pre-arrival: Called ahead; resort assured me they were fine, fully equipped, and unaffected by the storm, prompting me to keep travel plans instead of staying home. Resort Conditions & Safety: Utilities/Services: No power, AC, cable, internet, mobile service, resort phones, or working elevators (in/out of service). Even mobile phones lacked service until the morning of the 27th. Rooms: Pitch black; relied solely on flashlights (some rooms lacked even these). Hallways leading to stairs were pitch black at night (safety hazard). Amenities: Gym, arcade, market, and all restaurants closed until the evening of the 28th. Saltwater pool and hot tubs unavailable due to lack of electricity; all pools completely closed. Food & Beverage Issues: Breakfast: Complimentary, but communicated only via handwritten paper boards in the check-in area (requiring luck to spot in time) because no announcements were made and rooms were dark. Starbucks was open for limited coffee/water (free coffee, but charged to the room for cold pastries). Photos of the so called breakfast options attached. Lunch: Complimentary, but poor quality (3 wings, boxed mac and cheese, plain mixed greens salad, chips, water) with limited options for allergies/restrictions. Photos of lunch the following day attached. A sandwich not fit for an elementary school cafeteria. Dinner (4:00 PM - 7:00 PM): Charged $25–$35 per plate for leftovers (1 chicken, 1 beef burger, 1 pork option). Chicken was subpar breast served with a side of BBQ sauce, bland macaroni salad, and sweet potatoes. Resort refused side substitutions for dietary restrictions until requiring approval from a higher-up. Response to complaints: "You're welcome to go off site." Bar: Open for liquor, though food was scarce; hardworking bartenders deserved all their tips. Transportation & Off-Site Challenges: Going off-site was hindered by lack of phone service/wifi (preventing Uber use). Taxis were inflated, quoted on-the-spot, and quotes changed en route. Policies & Management: New Check-Ins: Resort continued checking in new guests despite total lack of power, wifi, or amenities. Late Checkout: Front desk required multiple calls at 7:00 AM to reach anyone, initially quoting a $250 fee for a late checkout before offering standard 12:00 PM complimentary checkout. Overall Value: Paid thousands for a nightmare vacation with no power or amenities while the resort continued charging for basic necessities and real food. Resort is unprepared and repeats this pattern of profiting during outages. Will not return to Westin Maui Resort and Spa.

We had a great 10 days!! The grounds are well kept with plenty of pool lounge chairs. We had access to the club lounge. The food was delicious with a wide assortment both at breakfast and supper. If you like lobster rolls, they were delicious at the poolside bar & restaurant. Whalers Village is right next door. Now for the staff: Megumi and Marie - the greeters in the lounge - had wonderful personalities and greeted us each time we entered and remembered our names. Always was wondering how our day was going and answered all our questions. Their hospitality was sincere. Marilou - our housekeeper - was a hoot - very funny lady and always asked if we needed anything. Our room was spotless! David - maintenance tech - we had problems with our A/C. He stopped by numerous times to resolve the situation and communicated with us to keep us up to date on resolutions. Ultimately we had to change rooms but it was a smooth process. Robert - valet- although we didn’t have a car - he was helpful on transportation options and had great suggestions on the area (ex:WashPro). He was such a nice man!! Always greeted us when we were coming and going. Looking forward to our next trip to the Westin. It’s not only the hotel but it’s the staff who make it so enjoyable.