TripAdvisor Traveler Rating

The hotel itself is amazing - on the best beach in the island, stunning open air lobby. Our 1 bedroom oceanfront room was lovely, and included two large patios. However, our check in experience was awful and the opposite of welcoming. We checked in at 9pm Pacific, which was 3am Eastern, as a family of four. The man at the front desk insisted we booked a special rate that was for HI residents. While we did book a promo on their website, it said NOTHING about being for residents only. The manager on duty, Florence, came out and berated us for 15 minutes. Despite me showing her that nothing on our reservation said anything about being a resident, she insisted there was a code on the back end that was visible on a computer. I tried showing her my reservation in the app and mobile browser, but again she insisted that I’d see a Hawaii ID was necessary if I logged into a COMPUTER browser. Our kids were laying down at this point on couches with our luggage until she finally agreed to give us our room (which I had paid a deposit on). I was shaking I was so upset at her rudeness and that she refused to discuss a solution and only wanted to educate us in proper hotel booking, and that we should’ve seen a code called “HawaiiD” that inferred we needed to be residents. Not once did she acknowledge that perhaps there was an issue in the booking process that was not our fault (eg, the wrong code being assigned on the backend, as there was nothing in the user experience that indicated the rate was for residents). She did acknowledge that multiple others had booked the rate, so we weren’t the only ones. Conversely, Amy, the concierge, was wonderful and had great recommendations.

Impressive beachfront property. Enjoyed our stay, a couple things that you need to consider before booking this property. Pros: Beachfront! One of the most beautiful beaches of the Hawaiian Islands. The position of the hotel allows for essentially "private " beach for the property. It was seldom crowded. We did have some blustery days and large swells due to winter weather in March. There is a lifeguard presence which is a plus. Our room was supposedly an "upgrade" from partial ocean view to ocean view, however that is debatable since our view was obstructive and only a peekaboo view of the water. That being said, we were few doors down from the self laundry facility with complimentary detergent (another bonus) and the Urgent Care clinic (if needed). The large room (500 sq ft) and bathroom was comfortable size. It has an ample size mini refrigerator that is empty allowing you to fill it as needed. Service was good but not superior like the Ritz Carlton properties. Most staff were friendly. Our housekeeper Maria Theresa was exceptional, very meticulous and our room was very clean. Cons: Property is a bit dated, the carpet is in dire of need of replacement. It is faded and worn. Now the food....It was mediocre at Ikena and Naupaka Grill. The Meridia was better. That being said, beware for a family of 4 like us the price point was easily over $150 per meal. It adds up and can get expensive. Beware $20 cocktails. Please note you are further up the coast and it is a 20 min drive either to Waikoloa or Waimea for outside food. We did do that when we were sightseeing. My suggestion is to stock up (not a lot due to lack of storage) from either Costco or Queen's Marketplace in Waikoloa for some items. You can find good, fresh poke at Queen's, however skip the other meals they offer... really not that good. Also Ikena landing has some great bargains at their self serve area, musubis and Portuguese sausage/eggs ready to eat for a reasonable price, but they sell out relatively fast. Our best meal was next door at Mana Kea, there is a nighttime shuttle that is available between the 2 properties. I don't mind paying more for the quality of food received. Go over and see the snorkelers at night looking for Manta Rays. Nightly entertainment is underwhelming and very few in attendance. Feeling badly for some of the entertainers, we sat through a couple of the sessions and left gratuities. Tip: The Mana Kea beach is more calmer if you prefer that or have children. Most on this thread talks about walking there through a semi arduous hiking trail. That is NOT necessary. We found out from the concierge there is a paved walkway. between the 2 resorts. We tried it, it was a 20 min fairly flat route by foot except for one long hill. It was worth it because the parking lot is very limited and fills up quite fast by 0800. Would I stay here again? I would consider the Hapuna Residence located in front of the hotel. We toured it and it was spacious, new and quite relaxing with an impressive oceanfront view. In addition, you have access to amenities of both resorts. The cost of being able to prepare meals (that you like) and save money offsets the higher cost of the Residence.

Absolutely beautiful and very friendly Hawaiian hospitality, but the customer service aspect has not been made a priority to the staff. It would be easier to get a cup of coffee at a Motel 6 hotel lobby that this hotel. As a Platinum Elite member I was planning on having the upgraded breakfast buffet at the restaurant 2 floors below the lobby. They explained that no to go even for coffee. I asked how I get a cup of coffee to bring my wife while she gets ready. They explained the many reasons why they can not accommodate that so I finally just bought coffee. Silly little thing but just an example of the in the box customer service.

So - there is no better beach on the Big Island - and the Westin is the best place to experience the waves, water and whales. We had a great view from our room - must have seen a dozen whales - (several breaching!) The concierge desk was so helpful, helping us with dinner plans, car rentals, and day trips. Amy is a particular gem. She is super knowledgeable about the island and made us feel like VIPs. Loved the live music under the stars. And the breakfast buffet was stellar. I could watch the ocean from that balcony all day. Meridia took such good care of us... hospitable portions, fantastic ingredients, creative prep. The whole package. It was a great trip. Highly recommend.

I used my bonvoy points to purchase 2 rooms for two nights at the Westin Haupuna. I was sent a conformation letter stating that the 2 rooms for 2 nights were paid for including a charge of 174 for the remainder that was not covered by the points. After returning from our stay we received a notice that the second room was not paid for by my Bonvoy points despite the fact that I received a confirmation stating that it was completely covered. My credit card was charged an additional 1,172.00. We contacted both Bonvoy and the manager Daniel Morales. Although he was very professional he insisted that Bonvoy should have sent us two E certificates. I have never heard of an e-certificate for a stay before so this was news to me. Bonvoy customer service just ignored my inquiry, stating that the reservation was not booked appropriately. I went to their sight and booked directly using my points I don't know how their computer problem was my fault. I contacted them again and was told that I could not book two rooms a the same time or it would make this kind of booking error. To make a long story short I am still in limbo with Bonvoy.......BEWARE!!!!!! The rooms were nice and clean , the view was obstructed even though we were "upgraded", the beach chairs were removed at 4:30 because it is a public beach. There was a used toiletry item at the hot tub, one of the hot tubs did not work for most of the stay. I never saw anyone working at the pool handing out towels or cleaning the pool area. The restaurants close very early. We dined at the Meridian one night, the service was outstanding, the food was outrageously expensive and actually partially inedible. The beluga lentils were over salted. The fish was so over cooked, it was almost not worth eating. The empanadas were excellent. We booked activities outside the resort so cant really attest to the amenities that were provided. Should have stayed at a Hampton Inn! Will not be returning to this property or any Marriott property for that matter.