I rented, and paid for, a cabana for the afternoon today. Within an hour of arriving, I was kicked out because I am not a guest of the Westin. Apparently, they now require that anyone who rents beach chairs, cabanas, our pool services either be a guest of the hotel or purchase a resort pass. That is not communicated anywhere on the property, nor was it something the employees had much knowledge of.
I stayed at this resort pre-Covid and rented a cabana successfully during my previous stay. At that time, all they cared about was getting paid - they rented cabanas out to anyone who would pay, regardless of hotel guest status. This is the same model most other resorts in Hawaii use as well.
While the resort is beautiful, this was such a bad customer service experience. Why was I allowed to rent a cabana, and get all the way to using it, before learning that they'd changed their policy on renting to non-guests? It seems quite short-sighted. There were TONS of empty cabanas today, so I'd think a business would be more interested in earning money than being selective about who it accepts money from. Likewise, the customer service left much to be desired - we encountered some employees who were surly and hostile toward guests, some that were just apathetic and disinterested in serving their customers, and some who, while trying to be helpful, were unfamiliar with the rules/policies the resort set for its business and unable to answer basic questions.
I arrived today gushing over how beautiful the property is, and deciding that it would be where I'd stay for all future visits. When I left, I was determined to never visit again because of this stupid policy change and their incredibly poor handling of it.
Room type not honored as advertised.
Feb 18, 2024
Our arrival was frustrating at 10 pm. It took 2 hours to get settled into our condo. There was confusion at front desk about how to process our pre-paid Delta Vacations booking, no bellman available, no valet parking attendant, no parking spaces available as an open surface lot and 2 garages were totally full. I finally parked in a NO-Parking zone after 30 minutes of hunting. However, a maintenance man who happened by was kind enough to assist with luggage. The studio condo location assigned was disappointing as the type we booked was not available, and does not even exist (see photos). One bright spot was concierge Ami who is simply outstanding. She was so personable, kind, helpful and made our stay memorable. Housekeeping is very good and consistent. And our plugged sink drain and faulty toilet were promptly repaired by Emerson from the maintenance staff. Location is very good. But the time share element managed by Marriott is a concern and was expressed by several long time owners we spoke with. Book with caution.
Luxury While Being Treated Like You Belong
Lisa Eileen H
Feb 16, 2024
This was an excellent stay. The location could not be better, especially for snokelers like us. There is amazing reef directly off the property, with some of the best wildlife I saw on the whole trip. Green sea turtles, every kind of fish imaginable (I saw a red wrasse here and nowhere else I snorkeled on the trip, such a bonus).
The rooms are luxurious and the bed, well honestly I have a nice bed but I still miss that bed. It was so comfortable. The kitchenette is plenty if you plan on bringing food to the room. The bathroom in the 1 bedroom had a jacuzzi tub separate from a rain shower, which was so great for two people bathing at the same time. Ocean views from the room. It is super comfortable and cozy.
The people here are so great. We were greeted at the concierge desk by Ami, who truly took care of us. She offered a property tour - to go over timeshare options. This was no hard sell, and included your choice of Bonvoy points or credit to local restaurants. When we did the tour, Melanie was our guide and she was seriously kind and no pressure. It was super interesting and a good way to learn about potential ownership. Kris Smith finished off the tour and we could not be happier with a tour manager. She was just amazing. So friendly and warm, made sure we were taken care of and not pressured. She gave us options for a return trip as we already do have a timeshare at this point in time. Do consider a tour if you are curious at all about the literally thousands of properties in their portfolio (now that Westin and Marriott have joined forces). If you do stop by, say hello to Ami and Kris for us!
Amenities galore, there are places to hang out and get sun or play in the pool, they even have an adults-only hot tub and the pool has a fun little slide. Nice walkway on the beach if you want to explore up or down the coast. Keep your eyes out for turtles swimming right off the shore, and if you are lucky enough to be there during whale season, you need only glance out at the water to see some fun breaching or mama whales schooling their kids right in front of your nose!
They have a free shuttle that makes shopping a snap. No need for a rental car if you want to hit the Whaler's for amazing shopping or a bite. We ate at several restaurants and were very pleased.
This property is fantastic and the staff really treat you like you are one of the pack.
We ate at Auntie's Kitchen a couple of times and were very happy with the food and service there. Overall a truly great experience. We will be back!
=Lisa and Joanne from the bay area, CA
Nice, but with a lot of drawbacks
Feb 02, 2024
From a location standpoint, this resort and the other westins are in a great spot. The pool is very nice, great views of the ocean, the grounds are beautiful. The rooms and supplies are fairly dated and unkempt, as was demonstrated by the non attached shampoo and soap dispensers in the shower, the couch full of tears, and the broken coffee maker. It is extremely overpriced from a per night standpoint. Hotel gift shop and restaurant are similarly overpriced. You will likely get a late check in and and early check out. Our room was not ready by 4pm and the internal resort gestapo will knock on your door before 10am the day of departure to remind you that you are no longer welcome. You may get a small resort credit by attending one of their ridiculously high pressure time share pitches. Ours lasted for almost two hours and ended with the sales executive insulting us because we chose not to purchase, when we made it clear from the get go we were looking for information. Despite all of this, you may think the service was great based off the per night cost. The front desk and luggage/valet staff are unfriendly at best, downright rude at worst. They will take any opportunity not to assist you. Conversely, the staff at Annie’s was phenomenal. While overpriced, they were extremely friendly with terrific service. Overall, the location is so great, that if you can trade in your timeshare or book this on a deal it’s worth it, just be prepared for exceptionally poor service anywhere outside of Annie’s.
A Resort that tops the list…
(Castlewellan, United Kingdom)
Feb 01, 2024
These Villas sit right on Maui’s Ka’anapali Beach. A location like no other. They surround numerous pools with slides and stuff for the children as well as quiet area for grown-ups. There are two bars with an exceptional group of bar tenders, a full restaurant and a market place.
The staff is always helpful, courteous and kind.
That’s the resort.
The villas themselves are beautifully equipped. All have kitchens or kitchenettes and come with washer/dryers, comfy bedrooms and nice relaxing spaces.
Ostensibly a timeshare property, it is nonetheless, possible to rent the villas on the website. The advantage of this place is that you can fit a family into your fully-equipped home and you can even save a little by cooking some meals for yourself.
You could spend all your time on the resort, but by hiring a car you can go to see all the lovely area of this lovely Island.
I guarantee you will not be disappointed staying here and enjoying the many facets of Aloha.