TripAdvisor Traveler Rating

Woken up by a COCKROACH crawling ON MY ARM while I was sleeping in the not-so-Heavenly bed. Had seen a few roaches in the kitchen and on the patio previously, but it's Hawaii and they are there. But in my bed? Yeah no. Husband tried to kill it and broke is glasses in the ensuing 2am chaos. This all had to do with housekeeping refusing to provide the daily service that our room rate was suppose to include (according to front desk). Asked to speak with resort manager twice and, to date (we are home now) zero communication. Asked concierge for contact info and they claimed not to know how to contact management.

As an owner returning for the first time since we purchased, we were disappointed with our stay at the Westin Nanea. As a luxury property, the expectations are high. There were three primary problems during our visit: 1) Staff generally seems untrained: We called the concierge about playing tennis before our visit. They assured us that we could and could get gear as well. When I arrived, the front desk informed me of the opposite. When we bought, the amenities were shared between the Westin Kannapali, so this change is very disappointing. 2) Poor service: We stopped by the pool restaurant (the only one on the property) with two hungry kids. The waitress took about an hour to get us water, and it took about 1hr 45mins to get food. We joked about serving ourselves a couple of times, but with no other options on the property it was difficult to see any other option. 3) Egregious fees / Nickel and diming: As an owner, Vistana has greatly increased maintenance fees without any foresight. They also quadrupled our "membership" fee in the Westin brand. Yet, they still charged us $15 / day for "tourism taxes." 4) Lack of expecting what you need: We are supposed to get a midweek cleaning as a part of our ownership. They did this the last night of our stay, but didn't put away the rollaway, put away / wash the dishes and generally clean up. The property is generally okay, but when I asked them about playing tennis they directed me to a place 1 hour away in Kihei to rent tennis gear. The message was clear: if you don't like how we run the place, tough luck, go find another place. I will.

Be very careful to avoid any timeshare presentation with these people. They literally Conned us and we are fairly intelligent we believe. They had us both apply for the Amex bonvoy card with 15 month zero interest and they told us we could transfer the balance from our old Amex that we ALSO got from them when we bought into the timeshare program in 2020. I said we have to think on the additional points they talked us into very heavily. I got home. Got the care. Decided to pull the trigger and call them back. So I went to transfer my balance and they said well this amex offer doesn’t that at all. I said I cannot believe this because that is the ONLY reason we got these two cards. Not only did we have our credit pulled unnecessarily the cards have a $250 annual fee for each of them. We are so upset. We have tried to contact anyone to help us. And yet nothing. Even the main hotel manager won’t call me back after I sent him a message. I want out of the current timeshare after this sleezy deal. So disappointed

I’m an owner at this property and have to say, money is better spent elsewhere. When you’re an owner, they don’t offer housekeeping every day. The restaurant on the Nanea property is a little bizarre in food choices, and last we were there I n July 2023, wasn’t even open for dinner. The only food option was the pool bar. And next door at the Westin Kaanapali, Pulehu had been closed since Covid, and no idea why they haven’t reopened it yet. Kids club is closed, and aside from pool dining areas, the food truck at the beach is open, but it’s walk up only, and good luck getting a table without long wait. All in all, a stressful vacation when you’re looking to unwind and feel pampered with great customer service. If you DO visit any pool at either property, good luck getting the servers attention. We’re literally there to spend money, and it’s like they don’t care. You’d think they have lots of staff to cater to your whims while at the pool, but nope. You have to hunt them down. All in all, I wouldn’t come here if not for the ownership we were duped in to, and the resale rules are so aggregious, I feel stuck. So we go, and I’m going again in June, but every time we go, we usually leave saying “let’s just give away our rooms and go stay somewhere else next time.” I won’t let it go to waste so here we go again, but for a seasoned traveler, who enjoys a little bit of splurge when taking my family to Hawaii, this isn’t it….

We’re owners and food and service has significantly gone downhill. We come a couple of time a year and frankly the food is horrible. The service is hit or miss. Some of the waitstaff is excellent and others are worse than anywhere I’ve seen. We struggled even getting water at the pool.