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.

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.