TripAdvisor Traveler Rating

Booked this place online and was very excited to come here. The pictures looks stunning. I paid extra for an ocean view and got mostly parking lot. Not to mention the room was dirty. Not what I expected from a Westin. When I asked to switch my room they said they didn’t have “anything available” until the 3rd night of my 4 night stay… Who knows even knows if that would’ve been better! I tried doing my laundry one day and everything came out with brown stuff all over it. When I went to use the kitchen there was black curly hair in the drawers. Online it says that they have cribs when in reality they have mini cribs my almost 2-year-old is way too big and can’t even lay straight in the crib. Most hotels when you say you have a child checking in will offer some type of diaper caddy, but they never did so we had to store our dirty diapers on the deck in a bag. We checked in late at night and requested a crib when we checked in it took them 40 minutes to bring one… The positives: The beach is beautiful and the rooms are spacious and the beds are comfy and some staff are really nice.

We stayed at this resort 2 years ago and we were disappointed in our room location. In order to avoid another disappointment we paid more to get an Oceanfront room. When we checked in our room was not ready. I ask the woman to show us the room on the resort map and she assured us that it was Oceanfront. When we eventually 3 1/2 hours later had access to the room I was sure that this could not be our room. It faced the resort next to us and there was a wall when you faced the ocean. ALL Oceanfront rooms should face the ocean. It only makes sense. I went back to the same woman who checked us in and told her that the room had to be a mistake. She said it was not. I asked to speak to a manager and she said that she was it. I believe her name was Malani. After a long debate we were offered the same room but it faced the resort that we were staying at. We decided to take that room. The problem was it wasn’t cleaned. Malani insisted that she will have housekeeping clean it ASAP. After another hour and no one cleaning the room we went back to the front desk. Malani was no longer there. A woman named Hawaii helped by calling housekeeping herself and requesting the room be cleaned. We were able to get into the room not long after that. We also noticed a lot of other guests complaining about the location of their rooms. Must be a common issue. Especially when rooms called Oceanfront are not all Oceanfront. I will be in contact with our ownership and looking to get my upgraded option points back for Oceanfront.

Spacious and relaxing! Been here several times. Some chair hogging but they do come around to ensure chairs aren’t empty for more than 1 hour. Less packed than some of the other nearby resorts in Kaanapali

We just checked into the Westin. We were given a room overlooking the highway and parking lot. While I understand non view rooms exist and I did not have an option to book a better category I WOULD expect better sound proofing when facing a busy road. I should not hear cars passing by with windows closed and curtains drawn. We have asked to move rooms but were denied the opportunity. I will not make the mistake again of booking here.

Marriott did it AGAIN - changing and making up new rules. I understand the policy of not being allowed to reserve chairs for more than 2 people and for longer than 1 hour, BUT I placed towels on 2 chairs this morning (7:40 AM!!), went to the bathroom literally next to where the chairs were and when I came back 3 -4 minutes later someone threw (yes!! Threw!!) my towels into a pile on one of the chairs!!! When I questioned the pool attendant (Mitchell I think) as to why he threw my towels into a pile he immediately went “toe to toe” with me and told me that I was reserving a hairs and I can’t do that. I told him I wasn’t reserving anything but left for 3 minutes and instead of tagging the chairs he touched my stuff - why?!?!. He told me verbatim, “You don’t own anything out here, WE DO!! You only own the condos inside - WE OWN EVERYTHING OUTSIDE!!”. REALLY?!?! Since when did Marriott train their employees - or 3rd party “Hired help” to tell guests such an outrageous lie - unless they changed the rules AGAIN!! He went on to say he can touch and remove anything he wants to at anytime… I told him all I wanted to do is e joy my vacation and not have people touch my stuff. Tag my chair if you have to, but don’t touch my stuff - there was no reason other than the fact he wanted to be a complete jerk - period! I had plenty of witnesses to this event and they all told me this guy has been an issue for them as well over the last couple of weeks. ****Marriott - PLEASE end the insanity and hire and train the right people and companies to give your guests a great experience and NOT get in their face at 7:45 AM during vacation. He just woke up mad at the world - he doesn’t belong here or in any resort who cares about the guest experience.