Just stayed a week. Been before several times but it is apparent that they have not invested in maintaining the quality that first drew people here. Found ants crawling in our sheets and pillows the first night. Barely an apology without any compensation. Speaking with other guests this seems to be a common occurrence. Found many disgruntled owners especially after Marriot organization took over.
It’s a beautiful location but I won’t be coming back.
Not up to the Westin name standards.
Sep 25, 2021
First off, hotel grounds and lobby and nice very family friendly. This is our first time to this location we were placed on the north one. Previously we stayed at the nanea next door which was absolutely beautiful and well kept.
The room: We booked an ocean front on a special rate, we got the room and to our surprise the ocean front was a nice view of the food truck at ground level. With a little bit of views of hedges and a tad of the ocean. The only other option she gave us was a 3rd level in the corner next to the lobby so we stuck with our room. Now we did like the fact that is was close walking wise to the bar and pools/ ocean entrance but finding and navigating around this resort is confusing. Wayfinding definately needs to be improved here, we met several people in the halls that asked us where to go and we had no clue. The rooms are outdated, not very clean and our shower like other reviews had mentioned had hair still in the shower... Now we looked past it but considering covid "procedures" you would think the room would be even more clean than the usual... Apparently not. Our deck on the ground level also seemed to be the garbage dump for people with balconies to throw their butts and garbage off of. We were told we had to check out at 10am due to covid cleaning, our departure time was for 11:30pm. We did manage to get it till 12pm which was typical for all the other hotels we stayed at on this island during this trip. So not much of an extension.
Like others have mentioned, it's used very used ... Needs some TLC , still nice but there is garbage everywhere, masks, plastic cups and straws. Ripped chairs, people love to hog 10 chairs for a family and keep them the entire day. We went to the beach during our 2 days and did not touch the pools, the hot tubs are small used and not very clean either and are claimed by families or groups of adults for most of the day. If you are lucky like us we managed to sneak in when 2 or 3 people would leave.
Was not really operating , their food truck by the bar you have to order at the front of the bar then wait, it's essentially take out and the same for the bar. The restaurant was closed during our stay. Lava flows are good. But you can still sit around the bar at the tables.
Parking: free first day of you valet, then charge you each day after. Valet was 25$ a day.
The lounge: for people checking out and departing later. The way it was explained to us was a lounge to shower and such, now because we were at the north location we had to go next door to the other block which if you are carrying bags and such is a giant pain. To our surprise the lounge was just a room with chairs no washrooms or showers you are just using the gym showers and such so if you need q tips or a washcloth bring your own, if we knew this we would have brought this stuff.
Overall: not impressed I would not say this place is up to Westin standards, it's a great place for families and we met many lovely people but the place needs some major TLC. We were told they are understaffed which we get it, but certain things like cleaning the rooms and saying extra time is needed and the rooms are not even cleaned properly is not an excuse. Nice place but personally we were not impressed with this place but I'm sure many other people may like this place better than we did.
Sep 19, 2021
Beautiful property but we ran into some glitches. Our first room had roaches( which have been noted in prior post). We were moved to another room and found a bed bug the next morning. On the positive, management was very responsive and had our luggage heat treated and all of our clothing dry cleaned.
Don’t come here
Sep 16, 2021
This property has seen better days! Pool lounge chairs ripped and stained with bird droppings. One restaurant closed the other two with very limited offerings and food served on cardboard and plastic. No table service, had to stand in line to order. We checked into our room last night and clearly the shower had not been cleaned as it had hair and mildew in the shower. Air conditioner leaking with a wet spot on carpet and some minimal pooling of water. I’m sure they would blame some of this on Covid but honestly this is a neglected property and they are making no effort. So disappointed!!! Needless to say we will not be back.
(Yorba Linda, California)
Sep 14, 2021
Loved our studio villa and had a nice tiny balcony with a great view. The issue is that there is no maid service at all throughout the week without a charge (odd to me and not fitting of a Westin). We washed our own towels (glad to have a small washer and dryer), emptied our own trash, and prayed for a maid cart somewhere to grab a shampoo or soap. Service around the pool was nonexistent some days and others were very limited. We chose NOT to buy here due to very mediocre customer service at check in (waited in line over an hour) and rude staff waitstaff at the limited restaurants. But the property is beautiful and we loved our view so it made it all worth it!