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Reviewed 9 January 2022 via mobile

My husband and I chose this hotel to celebrate our honeymoon. We stayed in the brand new Hokupa’a Tower and were blown away by the amenities including the exclusive lanai. However, the greatest part was all the staff we interacted with. All housekeepers were so pleasant. We had great interactions with Ed and Chad the bartenders. When we first arrived, Aurora at concierge helped us a great deal with planning our trip. We had never been to Maui and she helped us plan where we should go and even specific hike recommendations. After speaking with her, we felt like we had more of a grasp on our trip and that we would be able to have the best experience possible in Maui. We traveled a far way from Boston and this resort and staff did not disappoint! We can’t wait to come back.

Date of stay: January 2022
Trip type: Travelled as a couple
Thank Shelltrull
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Team Marriott, Guest Services / Front Office at The Westin Maui Resort & Spa Ka'anapali, responded to this reviewResponded 9 January 2022

Aloha Shelltrull,

Mahalo for choosing The Westin Maui Resort & Spa, Ka'anapali, to celebrate your honeymoon and for sharing your excellent review. It is wonderful to know you enjoyed our beautiful beachfront property and your time at the Hokupa’a Tower featuring The Lanai. We are especially elated to read your kind comments about the outstanding service provided by our associates. We will be sure to relay your compliments to them, especially Ed, Chad, and Aurora. We look forward to hosting you and your husband again for another rejuvenating experience.

With Warmest Aloha,
Selawe Tau
Director of Operations

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 5 January 2022

BOOKING AND CHECK-IN: Booked through Westin website and although super easy to book, there is a bit of a bait and switch tactic going on here. We chose this hotel because it had a really nice looking Lenai that had an infinity pool. We booked the ocean tower looking forward to spending some sunsets in the infinity pool, it was only after we arrived that we were told we actually did not have access to the Lenai as it was only for one specific tower. It does not list this restriction anywhere on the website when booking an ocean tower room and they will charge you to upgrade. We felt as we were swindled into paying a higher price to be able to use the Lenai. Check in staff was rather rude during the check in process as well. A hotel like the Westin should try to make every guest they have feel special and this was not the case, it seemed as if we were just another peg with dollar signs on our head.

STAY: The stay itself was nice but be prepared to fork over a lot of money for food and drinks, everything is over priced. Drinks were not that good but the food at Waicoco was decent. Service wise, the only shining light during our stay was how kind and considerate Todd in the Lenai was.

CHECK OUT: The check out was horrible, again very rude staff. Our flight left at 9PM so we asked for a late check out but we're denied this and instead offered a room to "shower and change" in. This room had a feel of an hourly rate room that's offered at motels. It was dirty, smelled bad, and during covid you would hope that something like this was cleaned but it sure didn't feel like this was case. Our original room was empty at the time we came back to shower and change and were told that they can't give it to us because they would have to clean it again...does this mean they are not cleaning their hourly rate room? Overall just a horrible check in/check out process and major bait and switch tactic going on with the "special Lenai access". Rude staff at the front desk and overpriced.

If you are looking for a place to stay you would be better off at one of the other 30 hotel options on this side of the island.

Date of stay: October 2021
Trip type: Travelled as a couple
1  Thank Ordanj87
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Team Marriott, Guest Services / Front Office at The Westin Maui Resort & Spa Ka'anapali, responded to this reviewResponded 5 January 2022

Aloha Ordanj87,

It was our pleasure to welcome you to our resort. We are grateful for your valuable feedback, and we extend our sincere apologies for the interactions you had at the Front Desk. It is always our priority to provide intuitive, attentive service that makes our guests feel cared for and welcomed, and we regret that this was not your experience. Please know that your concerns regarding our hospitality will be shared appropriately with our associates in an effort to improve. We would also like to apologize for any miscommunication regarding the reservation process and access to the Lanai. We try our best to make information available, and we will review our sites to ensure everything is up-to-date. Mahalo for all of your comments, and we hope we have an opportunity to welcome you back for an enriching, seamless experience.

With Warmest Aloha,
Selawe Tau
Director of Operations

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Reviewed 30 December 2021

The grounds are beautiful, some renovations seem nice, location is great. But you do feel nickel and dined at every turn here. The amenities are shallow and for show. If you’re coming to Maui, I would stay in Ka’anapali/Lahaina, but I would skip the Westin.
Pros: Location , koi pond, flamingoes exotic birds, great beach, Whaler’s Village next door, lots of pools to swim in.
Cons: Rooms are small, pools are cold (not heated), jacuzzis are only for 18+, stingy with pool towels.
I got exactly 2 towels for my family of 4 (2 young children), and when I asked for 2 more, I was told to go to the front desk to ask for 2 more towel cards. Front desk lines are long and I wasn’t going to waste my time. So you pay a giant resort fee, then can’t get 4 towels for a family of 4 without great inconvenience, and the pools are cold. And not enough pool chairs. So we mostly skipped the pools and enjoyed the warm beach. But you pay a really large resort fee. I guess for the privilege of feeding some koi at 9am every morning? And looking at some exotic birds?
Not impressed with the Westin brand at all and will likely not come back.

Date of stay: December 2021
Trip type: Travelled with family
2  Thank choir524
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Team Marriott, Guest Services / Front Office at The Westin Maui Resort & Spa Ka'anapali, responded to this reviewResponded 31 December 2021

Aloha choir524,

Mahalo for choosing to stay with us during your visit to Ka’anapali. We are pleased that you enjoyed our vibrant beachfront location. However, we strive to exceed our guests' expectations, and we are sorry this was not the case for you. We extend our apologies for the issues you encountered at the pool, and we regret your disappointment with our resort fee. Our leadership team routinely evaluates our amenities to ensure we provide a seamless and memorable experience, and we will share your constructive feedback appropriately. It was truly our pleasure to host you and your family, and we hope you will reconsider giving us another opportunity to provide the hospitality you deserve.

With Warmest Aloha,
Selawe Tau
Director of Operations

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Reviewed 30 December 2021 via mobile

We spent ten nights over Christmas and our stay was phenomenal! We booked on points and upgraded at checkin, for an extra nightly fee, to the Hokupa'a tower. Nate at the front desk was friendly and very helpful with letting us know our options for the upgrade. We are so thankful he steered us in the right direction. We came to see the whales and our oceanfront room gave us the most amazing views. We saw whales daily from our balcony and were treated to the most beautiful full moonset over the ocean on our first morning. The room was beautifully updated and the beds were very comfortable.

With our upgrade to the Hokupa'a tower we had access to the Lanai where we enjoyed a light breakfast each morning. The portions were plenty for us so we never had to go anywhere else for breakfast. Drinks and snacks were always available for our kids throughout the day. In the evening we enjoyed appetizers and the sunset from the Lanai. The staff made us feel special, always greeting us by name and with a smile. The Lanai is a beautiful setting and nice to get away from the business of Kaanapali.

We enjoyed the pool area and our kids loved the waterslides. We treated ourselves to a cabana on Christmas Eve and Christmas Day. They were very comfortable and the service was great. Well worth the money! I had read other complaints about not being able to find pool chairs but we never ran into that issue.

The pool bar staff is very friendly and offers excellent service. A special shout out to Joel, and GP for always being so nice and accommodating. They both make the best mai tai!

On our last night we were invited to the GM reception. Here we got to meet the operations manager. He had greeted us and checked on us each time we saw him around the resort during our stay. He is doing an amazing job and you can tell how much love and care he has for this resort and the island of Maui.

This resort is so happy to have their guests and made us feel right at home. I am picky when it comes to where we stay. After having great experiences in the past at the Ritz Kapalua and Marriott Wailea I was concerned we wouldn’t love this hotel as much. Turns out we love it MORE! We look forward to returning one day soon.

Date of stay: December 2021
Trip type: Travelled with family
1  Thank j_hendrixs2006
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Team Marriott, Guest Services / Front Office at The Westin Maui Resort & Spa Ka'anapali, responded to this reviewResponded 31 December 2021

Aloha j_hendrixs2006,

Mahalo for choosing to stay with us at The Westin Maui Resort & Spa, Ka'anapali, during Christmas week and for your great review. We are pleased to discover that you could take full advantage of your time in Maui, from indulging in whale watching to partaking in our delicious food and drinks at The Lanai. It is also gratifying to know you loved your invigorating guestroom featuring a Westin Heavenly Bed® and the exceptional service provided by our associates. We will enjoy sharing your compliments with our team, especially Nate, Joel, and GP. We appreciate your business and look forward to accommodating you and your family again for another enriching experience.

With Warmest Aloha,
Selawe Tau
Director of Operations

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Reviewed 22 December 2021

We just arrived here for the week. We’ve come here several times before and this time I believe will be the last. To be fair, we’ve only been here for 1 night out of our week.

Arrival-on a positive note first. As platinum member with accommodations booked on points we were upgraded to an ocean view room. They’ve redone their restaurants and shops and that was nicely done.

Perhaps my expectations were too high upon arrival. We came back from Marriott’s 5 star property Mystique in Greece a few months ago and platinum status got us further and might have spoiled us. I did request for suite night upgrade but did not get it, which I expected because we of the time of season.

Before arrival I was I learned about the newly renovated Hōkūpaʻa tower. Since there were many rooms available in that tower I thought we would be able to upgrade to a room there. Unfortunately they are only available for an additional upgrade rate of $420/night. I thought platinum upgrades allows best available room? This applies to all higher levels such as Ambassador Titanium as well. I have a family with small children and was hoping to get a room with a bathtub which is only available in the Hokupa’a tower. We were also not given breakfast as did before, we we given $15 vouchers instead. They have a Lanai lounge that is only accessible to guests also staying at the Hokupa’a tower. No lounge for elite members otherwise. You were able to access this area before renovations and had area with nice views to chill for Elite members but no longer allowed unless you pay.

Other features that have been changed- they no longer offer daily housekeeping as routine. This is not due to Covid, just a policy change. Housekeeping is offered upon request.
No water bottles in room, instead they give you reusable bottles for you to fill at various stations on the property.

I guess my main disappointment is availability yet denied access to the new tower.. wish they redid the whole hotel so these rooms don’t feel so old, gringy and small in comparison. Surprised at the $15 vouchers vs. full breakfast for 2 and no lounge nor access to an available lounge for Elite members.

Given this experience, we will likely not be coming back here again.

Date of stay: December 2021
Trip type: Travelled with family
6  Thank LAlalauratravels
This review is the subjective opinion of a Tripadvisor member and not of TripAdvisor LLC.
Team Marriott, Guest Services / Front Office at The Westin Maui Resort & Spa Ka'anapali, responded to this reviewResponded 23 December 2021

Dear LAlalauratravels,

Mahalo for choosing to return to our resort. First and foremost, we extend our gratitude for your loyalty as a Bonvoy Platinum Member and for you taking the time to share your valuable feedback. We are sorry that you are disappointed with our accommodations and our availability to upgrade your guestroom. We try our best to provide upgrades, especially for our valued members, and we can certainly understand how this detracted from your initial impression. We always strive to provide thoughtful and attentive hospitality, and we will use your feedback to ensure our guests leave with a memorable experience. Mahalo again for being our guest. We do hope you enjoy the remainder of your stay with us, and we wish you safe travels in the future.

With Warmest Aloha,
Selawe Tau
Director of Operations

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